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About Salesforce Service Cloud
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and optimise the agent efforts, allowing them to handle customers' requests and manage cases.
Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.
The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud pricing
Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at US$25.00/month.
Starting Price:
US$25.00/month
Free Version:
No
Free trial:
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Salesforce Service Cloud Reviews
Feature rating
5 reviews of 767
View all reviews
Imran
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Weekly for 2+ years
-
Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4
5
Reviewed on 16/03/2023
Streamline Your Customer Service with Salesforce Service Cloud
My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.
Pros
The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.
Cons
the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.
Switched From
FreshdeskReasons for Switching to Salesforce Service Cloud
I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.
Kelly
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
4
Reviewed on 16/10/2023
Best-in-class CRM and support solution
It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.
Pros
Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.
Cons
I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.
Harry
- Industry: Computer Networking
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
2
Features
1
Ease of Use
2
Customer Support
1
2
Reviewed on 21/02/2020
NOT a good SERVICE TICKETING SYSTEM
very clomzy and not effective.
Pros
its nice in its design. it can properly relate cases to client records
Cons
This software lacks the necessary tools to properly communicate with your customers.
Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on
One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us.
so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com
Magdalena
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Weekly for 1+ year
-
Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 14/07/2024
Excellent tool, when used correctly
When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend
Pros
Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service
Cons
Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.
Laura
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
4
Reviewed on 22/09/2023
It accelerates customer service and personalizes case management
Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.
Pros
With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.
Cons
In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.
