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Salesforce Service Cloud

Name: Salesforce Service Cloud
Rating: 4.4 (774 reviews)

Salesforce Service Cloud

4.4 (774)

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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:

£20.00/month

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:

£20.00/month

Free Version
Free Trial
Subscription

Images

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Features

Total features of Salesforce Service Cloud: 215

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

Catalogue Management
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
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 Software
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
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
Risk Alerts
Risk Analysis
Risk Assessment
Route Optimisation

Routing
SMS Messaging
Safety Incident Management
Sales Pipeline Management
Scheduling
Screen Sharing
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
Territory Management
Third-Party Integrations
Ticket Management
Time & Attendance
Time Tracking
Transcripts/Chat History
Transfers/Routing

Transportation Management
Utility Billing
Virtual Assistant
Website Integration
Widgets
Work Order Management
Workflow Management

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Reviews

Overall rating

4.4 /5

(774)

Value for Money

4.2/5

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 774 Read all reviews

Showing 5 reviews of 774

Gamze

Overall rating

Industry: Financial Services
Company size: 10,000+ Employees
Used Weekly for 6-12 months
Review Source

Overall rating

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

Great for Service Management

Reviewed on 23/05/2024

Overall, although costly, a great tool to maintain service management data sets.

Pros

We can easily manage all the service data thanks to this tool.

Cons

It does not support small sized services, which is not great for our operation.

Magdalena

Overall rating

Industry: Computer Software
Company size: 2–10 Employees
Used Weekly for 1+ year
Review Source

Overall rating

Ease of Use
Customer Support
Likelihood to recommend 9.0 /10

Excellent tool, when used correctly

Reviewed on 14/07/2024

When implemented appropriately for your size and business needs the tool is an excellent addition...

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.

Maggie

Overall rating

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

Overall rating

Ease of Use
Likelihood to recommend 6.0 /10

Good if using Salesforce CRM

Reviewed on 12/05/2023

It was okay - great for us, terrible for clients.

Pros

The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!

Cons

Even if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough.

Eric

Overall rating

Industry: Banking
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

SF Service Cloud rules

Reviewed on 23/09/2024

i've been in the SF real for about 12 years and love it. It's always growing and always challenges...

i've been in the SF real for about 12 years and love it. It's always growing and always challenges to learn

Pros

Highly customizable to suit business needs. Ease of use.

Cons

The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.

Joemar

Overall rating

Industry: Banking
Company size: 10,000+ Employees
Used Daily for 2+ years
Review Source

Overall rating

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

Salesforce Review

Reviewed on 16/06/2024

I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support

Pros

The user interface is less complicated and the ticket are well organize

Cons

It freezes during new changes are being implemented

Showing 5 reviews of 774 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: £20.00/month
Pricing model: 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, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, NICE CXone, Natterbox, Quip, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, Talkdesk, 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.