Name: Salesforce Service Cloud
Rating: 4.434811827956989 (744 reviews)

Salesforce Service Cloud

4.4 (744)

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Customer Service & Field Service Management Solutions

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About Salesforce Service Cloud

7 Key Ways Service Cloud Empowers Companies to Deliver Frictionless Service:

CONSOLE
With Service Cloud, you can manage all of your cases faster, in a unified agent experience. And the Salesforce1 Platform makes the console really sing — on your desktop and mobile devices.

COMMUNITIES
Service Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.

MULTI-CHANNEL
Multi-channel customer service is a whole new ballgame. With connected objects and predictive intelligence, Service Cloud gives you the power to provide the customer service of the future. Now.

KNOWLEDGE
Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them.

SOCIAL SERVICE
Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.

AGENT COLLABORATION
With Chatter, agents can quickly escalate cases to experts to close cases faster. And with the Salesforce1 Platform, your Chatter feed is integrated into the Service Cloud console for a truly unified experience, whether at your desktop or on a mobile device.

MOBILE
Manage Service Cloud cases from anywhere with the Salesforce1 Platform — the fastest, smartest platform for customer service.

Pricing starting from:

Not provided by vendor

Free Version
Free Trial
Subscription

Key benefits of Salesforce Service Cloud

-Increased Customer Satisfaction

-Increased Agent Productivity

-Decreased Support Costs

-Integration to Platform Ecosystem

-Companies can now deliver a full range of self-service options so that customers can
help themselves, which leads to increased Customer Satisfaction and decreased Support Costs.

-By empowering Agents with all of the information they need to resolve customer in a single interface drives increased Agent Productivity.

-The Salesforce platform allows companies customize business processes and leverage the pre-built integrations with the ecosystem of ISV and partner applications.

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 28 others

Supported Languages

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

Pricing starting from:

Not provided by vendor

Free Version
Free Trial
Subscription

Images

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Features

Total features of Salesforce Service Cloud: 203

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
Auto-Responders
Automated Routing

Automatic Call Distribution
Availability Management
Bid 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

Cataloguing/Categorisation
Change Management
Chat/Messaging
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
Customisable Branding
Customisable Forms

Customisable Reports
Customisable Templates
Customizable Fields
Dashboard
Data Import/Export
Data Visualisation
Discussions/Forums
Dispatch Management

Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Alerts
Email Management
Email Templates
Email Tracking

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 Small Businesses
For iPad Devices
Forms Management
Full Text Search
GPS

Geotargeting
Help Desk Management
Historical Reporting
IT Asset Management
IT Incident Management
IVR/Voice Recognition
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
Location Tracking
Macros/Templated Responses
Maintenance Scheduling
Manual Dialer
Mobile Access
Monitoring

Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Offline Form
Online Forums
Online Time Clock

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
Projections
Purchasing & Receiving
Quality Assurance
Queue Management
Quotes/Estimates

Real Time Analytics
Real Time Monitoring
Real Time Notifications
Real Time Reporting
Real Time Updates
Real-Time Chat
Real-time Consumer-facing Chat
Records Management

Release Management
Reminders
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Risk Alerts
Risk Analysis
Risk Assessment

Routing
SMS Messaging
Safety Incident Management
Sales Pipeline Management
Scheduling
Screen Sharing
Self Service Portal
Service Catalogue

Service History
Service Level Agreement (SLA) Management
Service Request 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
Third Party Integrations

Ticket Management
Training Management
Transcripts/Chat History
Transfers/Routing
Utility Billing
Virtual Assistant
Website Integration
Widgets

Work Order Management
Workflow Configuration
Workflow Management

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Reviews

Overall rating

4.4 /5

(744)

Value for Money

4.1/5

Features

4.4/5

Ease of Use

4.1/5

Customer Support

4.2/5

Already have Salesforce Service Cloud?

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Showing 5 reviews of 744 Read all reviews

Showing 5 reviews of 744

Romy

Overall rating

Industry: Staffing & Recruiting
Company size: 1,001–5,000 Employees
Used Daily for 2+ years
Review Source

Overall rating

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

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Reviewed on 18/08/2018

SalesForce is a great tool that will help small to big companies in driving revenue, and helping...

SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

Pros

We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Cons

What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Krishna

Overall rating

Industry: Hospital & Health Care
Company size: 5,001–10,000 Employees
Used Weekly for 2+ years
Review Source

Overall rating

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

It's fantastic that it's adaptable and customizable

Reviewed on 18/05/2022

Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer...

Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.

Pros

The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.

Cons

Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.

Justine

Overall rating

Industry: Financial Services
Company size: 11–50 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 4.0 /10

Good at first

Reviewed on 10/11/2021

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

Pros

At first it represented a really good customisable solution.

Cons

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

Jeyson

Overall rating

Industry: Consumer Services
Company size: 51–200 Employees
Used Daily for 2+ years
Review Source

Overall rating

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

Great

Reviewed on 09/08/2023

Pros

The easy access and navigation , being able to use different tabs to navigate different accounts or info need it .

Cons

Some of the tabs or functions need a bit of more work .

Ami

Overall rating

Industry: Computer Software
Company size: 51–200 Employees
Used Daily for 6-12 months
Review Source

Overall rating

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

Salesforce can work for you as a tech support executive

Reviewed on 15/12/2021

Really enjoy working with the service. It's easy to manage and integrations are great

Pros

Integrates well into existing Salesforce CRM
Very customizable
Great reporting tools
good email-to-case and web-to-case capabilities

Cons

requires a salesforce administrator since nothing comes out of the box

Alternatives Considered

JIRA Service Management and ServiceNow

Reasons for Choosing Salesforce Service Cloud

searched for a better solution that also integrates well with existing info in Salesforce

Switched From

Zendesk Suite

Reasons for Switching to Salesforce Service Cloud

already have info in Salesforce so it's a crucial aspect

Showing 5 reviews of 744 Read all reviews

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:
Pricing model: Subscription
Free Trial: Available

Lightning Essentials: $25 / user / month Lightning Professional: $75 / user/ month Lightning Enterprise: $150 / user/ month Lightning Performance: $300 / 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, ChannelInsight, Desk.com, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Moxie Concierge Email Management, NICE CXone, Natterbox, Quip, Salesforce Essentials, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center, Workforce Optimization (WFO)

Q. What level of support does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Salesforce Service Cloud.