Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.2 /10

CX Score

8.4 /10

146 Reviews Write a Review

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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.

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Awards & Recognition

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

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2024 Emotional Footprint Champion

Latest Award, 2024

0 Top Rated Capabilities

1 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

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

94 Plan to Renew

80 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.

+83 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

10% Neutral

87% Positive

Pros

Respectful
Security Protects
Reliable
Acts with Integrity

Feature Ratings

Average 79

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Agent Collaboration

Intelligent Search

Contact Center Integration

Customer Service Workflow Management

Multi Channel Support

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Average 76

Business Value Created

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Ease of Implementation

Availability and Quality of Training

Ease of Customization

Quality of Features

Product Strategy and Rate of Improvement

Salesforce Service Cloud Reviews

Purvi C.

Role: Consultant
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Easy to use, but a bit pricey

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Numerous communication channels are supported by Service Cloud, such as phone, SMS, social media, chat, email, and chat. The platform improves the entire customer experience by offering a consolidated view of client interactions through several channels. Service Cloud provides robust reporting and analytics capabilities, such as customizable dashboards and real-time insights, empowering teams to monitor performance metrics, recognize patterns, and implement data-driven strategies.

What is your favorite aspect of this product?

One of the most commendable features of Salesforce Service Cloud is its seamless integration with the wider Salesforce ecosystem. This connectivity enables Service Cloud to utilize data and capabilities from various Salesforce offerings, including Sales Cloud, Marketing Cloud, and Salesforce CRM. Such a cohesive strategy offers a comprehensive perspective on customer interactions, facilitating more tailored and efficient service. Agents are equipped to view the entire history of customer engagements, monitor sales and marketing efforts, and utilize collective insights, all from a singular platform.

What do you dislike most about this product?

The extensive features and configurations of Salesforce Service Cloud can be overwhelming for new users, as its complexity and steep learning curve may require significant time and training to fully understand and utilize effectively.

What recommendations would you give to someone considering this product?

Leverage the integration capabilities of Service Cloud with other Salesforce offerings, such as Sales Cloud and Marketing Cloud. This integration can deliver a holistic perspective on customer interactions and improve overall operational efficiency.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Diego F.

Role: Information Technology
Industry: Manufacturing
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jul 2024

Perfect Fit CRM

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

They have multiple products to link with your license like Einstein, Field Service, Contact Center, etc. You can start small and grow as your business needs it.

What is your favorite aspect of this product?

Dashboards, reports, the level of customization you can do to fit your business into the platform and finally the workflows

What do you dislike most about this product?

The customization has too many options, sometimes it is not easy or fast to do

What recommendations would you give to someone considering this product?

We use Salesforce to manage, track and measure accounts, contacts, opportunities and tasks and the workflow/relationship between the events related to them. Salesforce have the perfect fit for our business to support our customer relationship and acquisition. We can track our bookings and our sales agents using dashboards and reports.

Pros

Reliable
Efficient Service
Effective Service
Saves Time

Siddharth j.

Role: Operations
Industry: Education
Involvement: Vendor Management and Renewal

Validated Review

Verified Reviewer

Submitted Jun 2024

Easy UI with few limitations

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

It provides transparency and easy UI to Vendors

What is your favorite aspect of this product?

Fetching reports of the cases anytime

What do you dislike most about this product?

It does not give us the SLA statuses like For how many days any case was on Waiting on customer

What recommendations would you give to someone considering this product?

One of the best tool for vendor management

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

Salesforce Service Cloud Ratings

84 Likeliness to Recommend

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+83 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Salesforce Service Cloud Reviews

Purvi C.

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

Diego F.

Perfect Fit CRM

Likeliness to Recommend

Pros

Siddharth j.

Easy UI with few limitations

Likeliness to Recommend

Pros

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1
Since last award

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Agent Collaboration

Intelligent Search

Contact Center Integration

Customer Service Workflow Management

Multi Channel Support

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Ease of IT Administration

Vendor Support

Ease of Implementation

Availability and Quality of Training

Ease of Customization

Quality of Features

Product Strategy and Rate of Improvement