Salesforce Service Cloud Logo
Salesforce Service Cloud Logo
Salesforce.com Inc

Salesforce Service Cloud

Composite Score
8.1 /10
CX Score
8.4 /10
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Salesforce Service Cloud
8.1 /10

What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.

Company Details

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Awards & Recognition

Salesforce Service Cloud won the following awards in the Customer Service - Enterprise category

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Salesforce Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Service Cloud.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

1
Since last award

94 Plan to Renew

81 Satisfaction of Cost Relative to Value

1
Since last award


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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+82 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Salesforce Service Cloud?

3% Negative
11% Neutral
86% Positive

Pros

  • Respectful
  • Security Protects
  • Reliable
  • Acts with Integrity

Feature Ratings

Average 79

Analytics and Reporting

82

Customer Service Knowledge Management

81

Customer Community Management

80

Mobile Customer Care

80

Intelligent Search

79

Contact Center Integration

79

Agent Collaboration

79

Multi Channel Support

78

Customer Service Workflow Management

77

Agent Scripting

77

Customer Self Service Capabilities

77

Vendor Capability Ratings

Average 76

Business Value Created

79

Breadth of Features

79

Ease of Data Integration

78

Usability and Intuitiveness

77

Vendor Support

77

Ease of IT Administration

76

Ease of Implementation

76

Availability and Quality of Training

76

Quality of Features

75

Ease of Customization

75

Product Strategy and Rate of Improvement

74

Salesforce Service Cloud Reviews

Kenneth B.

  • Role: Consultant
  • Industry: Engineering
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2020

does what i need it to do at a good price

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

it is a very complete solution - no gaps

What is your favorite aspect of this product?

i like how much it can handle

What do you dislike most about this product?

it's pricey but it's worth it

What recommendations would you give to someone considering this product?

it's power is worth it's cost

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Role: Operations
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Mar 2020

Good product, missing some features

Likeliness to Recommend

8 /10

Pros

  • Acts with Integrity
  • Helps Innovate
  • Enables Productivity
  • Trustworthy

Louis K C.

  • Role: Information Technology
  • Industry: Healthcare
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Jan 2020

A service cloud with the right features.

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Comparing it with other similar products just as powerful, it can be named cloud-based service of the Oracle company, Oracle provides as support only in English, on the other hand Salesforce is available in different languages such as Italian, Frances, Russian, Spanish among others. The application integration offered by Oracle is through its API while Salesforce supports integrations with applications and systems such as Oracle, JIRA, Zoho CRM, Shopify among a long list of options.

What is your favorite aspect of this product?

The integration with other SaaS applications is very good, making salesforce a very versatile tool in terms of adaptation with software from other companies. Add-ons available for integrations with the different social networks that exist today, in order to collect information from those sources. The possibility to share the data of different topics of the software, having them almost in real time for analysis and evaluation. Analyzing and reporting cases for customers is a simple task to perform thanks to the organized and intuitive features that Salesforce has by default. The best part of Salesforce is that, if you have any questions, customer service is the best there is, offering support at any level and is very attentive.

What do you dislike most about this product?

Cost is a bit expensive to pay for small businesses with a tight budget, so it's something that takes away the possibilities of using it in companies like small startups. The presence of bugs and sudden slowdowns, even if they do not cause any damage or major problem in the software are things that should never occur.

What recommendations would you give to someone considering this product?

I recommend this cloud service software without a doubt cause offers perhaps the best understanding to give your clients a customized help and support experience which makes an environment of coordinated effort and proficiency that isn't found in many spots. With a scope of tools accessible to operators and agents who use it the complete opportunity and capacity to determine the minimal worry that clients may bring to them. I might want to find later on progressively available plans with the goal that small business can decide to have a service in the same class as the one offered by this product.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Caring
  • Saves Time

Cons

  • Less Friendly Negotiation