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

Jennifer L.

Role: Information Technology
Industry: Not for Profit
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Mar 2024

Pricey. Not worth the money. Features disappoint.

Likeliness to Recommend

6 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce service cloud is 3 x more expensive than Zoho and only meets 30% of our requirements. We have procured other suppliers to make up our requirements, so spending extra on telephony, reporting, email marketing, live chat with other suppliers. It’s also hard to maintain and the teams of guidance are confusing. The expensive decision was made to procure Salesforce before my time.

What is your favorite aspect of this product?

Duplicate records are highlighted to you

What do you dislike most about this product?

Most of it

What recommendations would you give to someone considering this product?

Shop elsewhere it’s highly inflated for what it does, not worth the money. IT support is terrible.

Pros

Security Protects

Cons

Less Respectful
Less Fair
Vendor's Interest First

Venkateshwar Naidu D.

Role: Information Technology
Industry: Retail
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Ese of user and easy to build

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

faster GTM, easy to. build and roll

What is your favorite aspect of this product?

Einstein with Lightning experience and omnichannel

What do you dislike most about this product?

Costing is bit high

What recommendations would you give to someone considering this product?

got for it but make sure you have the right impementation team

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Sean H.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Turning Customer Service into Customer Success

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

The 360-degree customer view it offers

What is your favorite aspect of this product?

The user-friendly interface. Robust analytics and reporting tools

What do you dislike most about this product?

It does not have AI-driven chatbots and advanced sentiment analysis.

What recommendations would you give to someone considering this product?

Major on the scalability and long-term benefits while considering if it's an investment

Pros

Helps Innovate
Efficient Service
Saves Time
Altruistic

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

Jennifer L.

Pricey. Not worth the money. Features disappoint.

Likeliness to Recommend

Pros

Cons

Venkateshwar Naidu D.

Ese of user and easy to build

Likeliness to Recommend

Pros

Sean H.

Turning Customer Service into Customer Success

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