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Salesforce Service Cloud

Name: Salesforce Service Cloud
Price: 20 GBP
Rating: 4.5 (810 reviews)

Salesforce Service Cloud

4.5 (810)

Write a Review!

AI powered customer service management platform

About Salesforce Service Cloud

Salesforce Service Cloud is a comprehensive software platform that enables organizations to deliver customer support across multiple channels through a unified system that integrates artificial intelligence with human expertise. It is designed to accommodate diverse sectors including contact center operations, field service management, human resources and information technology support. The platform scales according to enterprise needs while maintaining a personalized approach to each customer interaction.

Core functionality includes case management that monitors inquiries from initiation to resolution and a unified service console that presents agents with a consolidated workspace for customer data, case histories and service tools. The omni-channel routing engine assigns cases, chats and messages based on agent skills, availability and current workload. The knowledge management system offers a central repository for articles, frequently asked questions and resources accessible to both agents and end users. Artificial intelligence components deliver predictive insights, automated workflows and intelligent service recommendations that optimize productivity. Self-service portals empower customers to obtain answers independently and real-time chat and messaging support spans live chat, messaging applications and short message service channels.

Voice integration combines telephony in the platform for contextualized call handling and workflow automation simplifies repetitive processes. Service dashboards and analytics provide real-time visibility into key service metrics, while incident management tools facilitate an organized response to major disruptions. Field service features address workforce mobility through scheduling, dispatching and technician tracking.
The platform offers alignment with other cloud modules by connecting to sales, marketing and commerce suites to deliver a unified view of customer interactions across all touchpoints. Open application programming interfaces support connections to external systems and business applications. The application marketplace ecosystem provides extensive options for extending functionality with preconfigured add-ons and integrations. Integrated collaboration tools enhance team communication through direct integration with collaboration platforms and data management connectors unite information flows across the enterprise. Advanced analytics are achievable through integration with visualization and business intelligence solutions.

Customization options enable tailored configuration of workflows, user interfaces and data models to meet specific enterprise requirements. The platform supports multilingual environments to address the needs of a global customer base. Enterprise-grade security measures and compliance features align with industry requirements to safeguard data and ensure regulatory adherence. Continuous enhancements and modular architecture facilitate adaptability to evolving business challenges.

Pricing starting from:

£20.00/month

Free Version
Free Trial
Subscription

Key benefits of Salesforce Service Cloud

Centralizes customer interactions across channels, enabling seamless and consistent support experiences.

Combines AI and human expertise to increase productivity, reduce case resolution times, and improve customer satisfaction.

Provides service teams with data-driven insights and intelligent recommendations for proactive issue resolution and continuous improvement.

Supports integration with sales, marketing, IT, and HR systems, allowing for unified operations and a complete view of each customer.

Simplifies administration and setup, creating a flexible platform that scales with evolving business needs.

Typical Customers

Freelancers
Small Businesses (2-50)
Mid-size Companies (51-500)
Large enterprises (500 and more)

Deployment

Cloud-based
On-premise

Countries available

Australia, Austria, Belgium, Brazil, Canada and 29 others

Supported Languages

Chinese, Dutch, English, French, German and 8 others

Pricing starting from:

£20.00/month

Free Version
Free Trial
Subscription

Images

View 9 more

Features

Total features of Salesforce Service Cloud: 222

AI Copilot
API
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications

Appointment Management
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing

Automated Scheduling
Automatic Call Distribution
Autoresponders
Availability Management
Billing & Invoicing
Blended Call Centre
Budgeting/Forecasting
CRM

Calendar Management
Call Centre Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing

Call Scripting
Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Canned Responses
Capacity Management

Case Management
Catalog Management
Change Management
Chat/Messaging
Chatbot
Client Portal
Code Enforcement
Collaboration Tools

Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
Contact Management

Content Library
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History

Customer Management
Customisable Branding
Customisable Forms
Customisable Reports
Customisable Templates
Customizable Fields
Dashboard
Data Import/Export

Data Visualisation
Delivery Tracking
Discussions/Forums
Dispatch Management
Document Management
Document Storage
Drag & Drop
Driver Management

Electronic Signature
Email Alerts
Email Management
Email Templates
Email Tracking
Employee Database
Employee Management
Employee Scheduling

Equipment Maintenance
Event Logs
Event Triggered Actions
Feedback Management
File Management
File Sharing
File Storage
Fixed Asset Management

For Call Centres
For Insurance Industry
For iPad Devices
Forms Management
Fuel Tracking
Full Text Search
GPS
Geotargeting

Help Desk Management
Historical Reporting
IT Asset Management
IT Incident Management
IVR
Inbound Call Centre
Incident Management
Incident Reporting

Inspection Management
Interaction Tracking
Inventory Control
Inventory Management
Investigation Management
Issue Management
Issue Tracking
Job Costing

Job Management
Job Scheduling
Job Tracking
Knowledge Base Management
Knowledge Management
Labor Forecasting
Lead Distribution
Lead Management

Live Chat
Live Driver Tracking
Location Tracking
Macros/Templated Responses
Maintenance Scheduling
Manual Dialer
Mobile Access
Mobile App

Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Offline Form
Online Forums
Online Time Clock

Order Management
Order Tracking
Outbound Call Centre
Payment Collection in the Field
Performance Management
Performance Metrics
Permit Issuance
Predictive Dialer

Prioritisation
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Purchasing & Receiving
Quality Assurance
Queue Management

QuickBooks Integration
Quotes/Estimates
Real-Time Analytics
Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting

Real-Time Updates
Real-time Consumer-facing Chat
Records Management
Release Management
Reminders
Reporting & Statistics
Reporting/Analytics
Resource Allocation

Risk Alerts
Risk Analysis
Risk Assessment
Route Optimisation
Routing
SMS Messaging
Safety Incident Management
Sales Pipeline Management

Scheduling
Screen Sharing
Search
Search/Filter
Self Service Portal
Service Catalogue
Service History
Service Level Agreement (SLA) Management

Service Request Management
Shipping Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking

Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Taxation & Assessment
Technician Management
Templates
Territory Management

Third-Party Integrations
Ticket Management
Time & Attendance
Time Tracking
Transcripts/Chat History
Transfers/Routing
Transportation Management
Utility Billing

Website Integration
Widgets
Work Order Creation
Work Order Management
Workflow Management
Workforce Management

Alternatives

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4.6

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Freshdesk

4.5

#2 Alternative to Salesforce Service Cloud

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Zoho Desk

4.5

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See alternatives

Overall rating

4.5 /5

(810)

Value for Money

4.2/5

Features

4.4/5

Ease of Use

4.1/5

Customer Support

4.3/5

91%

recommended this app

Learn more about Salesforce Service Cloud

Sort by

810 Reviews for UK Users

Imran

Overall rating

Industry: Information Technology & Services
Company size: 51–200 Employees
Used Weekly for 2+ years
Review Source Show more details

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 8.0 /10

Streamline Your Customer Service with Salesforce Service Cloud

Reviewed on 16/03/2023

My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my...

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.

Alternatives Considered

Dynamics 365 and Zoho Desk

Switched From

Freshdesk

Reasons 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.

Verified Reviewer

Overall rating

Industry: Computer Software
Company size: 51–200 Employees
Used Daily for 2+ years
Review Source Show more details

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 9.0 /10

One of the powerful tool to use

Reviewed on 18/02/2025

Salesforce is very powerfull tool one company can have to improve there productivity and increase...

Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help you with audits and meeting QMS standards

Pros

Easy to use, do the job as per QMS system. customising the sales force is very helpfull.

Cons

-Scripting ability
-customisation of workflow
-Trainings tests.

Govindraj

Overall rating

Industry: Hospitality
Company size: 11–50 Employees
Used Daily for 1+ year
Review Source Show more details

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 0.0 /10

Complex customer support software

Reviewed on 10/11/2020

We tried our best to customise Salesforce and for a year we used it but we found that the kind of...

We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Sachita

Overall rating

Industry: Information Services
Company size: Self Employed
Used Monthly for Free Trial
Review Source Show more details

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 9.0 /10

Salesforce Service Cloud useful

Reviewed on 15/11/2025

I used Salesforce Service Cloud for the certification course at Texas A &M I learned to build...

I used Salesforce Service Cloud for the certification course at Texas A &M I learned to build portals , websites etc

Pros

Salesforce service Cloud is one of the powerful automation tools. It helps to do the case routing assignment and also the issue resolution can be automated, by freeing up agents to get more focus on bigger problems

Cons

Sales force service cloud sometimes connecting service cloud with other system can be challenging and the user has to have specialized training for knowledge to complete the job.

Zachariah

Overall rating

Industry: Transportation/Trucking/Railroad
Company size: 1,001–5,000 Employees
Used Daily for 2+ years
Review Source Show more details

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 10.0 /10

Open and shut cases in a matter of minutes!!

Reviewed on 08/05/2025

It has been a very great experience, and my cases have been solved very quickly, and I thank this...

It has been a very great experience, and my cases have been solved very quickly, and I thank this software for that.

Pros

I really enjoy the fast response times, there is no delay in getting a message from customer service agents, the responses come in real time.

Cons

I cannot recall if there is a transcript save option. If there is not I definitely think there should be a way to set it up so once a case is closed an automatic email would send to your work email with the transcription.

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following pricing plans:

Starting from: £20.00/month
Pricing model: Free Version, Subscription
Free Trial: Available

Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually.

Q. Who are the typical users of Salesforce Service Cloud?

Salesforce Service Cloud has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Q. What languages does Salesforce Service Cloud support?

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese

Q. Does Salesforce Service Cloud support mobile devices?

Salesforce Service Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Q. What other apps does Salesforce Service Cloud integrate with?

Salesforce Service Cloud integrates with the following applications:

CRM Analytics, CXone Mpower, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Natterbox, Quip, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, Talkdesk, Vonage Contact Center, Workforce Optimization (WFO)