Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.4 /10

CX Score

8.7 /10

155 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.

85 Likeliness to Recommend

1
Since last award

95 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

2
Since last award

Product Experience

Negotiation and Contract

Conflict Resolution

Strategy & Innovation

Service Experience

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Emotional Footprint Overview

Product Experience:: 87%
Negotiation and Contract:: 80%
Conflict Resolution:: 84%
Strategy & Innovation:: 85%
Service Experience:: 87%

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.

+85 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?

4% Negative

10% Neutral

86% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Helps Innovate

Feature Ratings

Average 80

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Average 76

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Implementation

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Salesforce Service Cloud Reviews

Liv C.

Role: Sales Marketing
Industry: Entertainment
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2025

Still the standard I measure everyone else against

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

There is no one else with the integration capability of Service Cloud, nor the extensive customization options. It can really be molded to any business need. The support for multi-channel, as well as the analytics you get back are impressive.

What is your favorite aspect of this product?

My favorite part is that it integrates with just about everything else you need or want to connect. It makes it exceptionally versatile and allows you to build even very complex workflows across your tech stack.

What do you dislike most about this product?

The extensive customization is both the best and the most difficult thing about it. It means you really need to do your prep work to understand what you need from the platform, and what data you'll need for all your metrics. This can take quite. abit of time, especially if you have lots of stakeholders in different teams.

What recommendations would you give to someone considering this product?

Determine the scope of your implementation, and be very disciplined when executing it. Scope creep is real with big platforms like this, and you'll zoom right past your deadlines. As ever, spend a good amount of time with people who are running Service Cloud so you can get the best advice from others in the trenches.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Jonathan M.

Role: Operations
Industry: Communications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Dec 2024

One of the Best CRM

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Stands out from other similar customer service platforms through a combination of features, integrations, and a user-centric approach. Here are the key differentiators:

What is your favorite aspect of this product?

If I had to choose, my favorite aspect of Salesforce Service Cloud would be its AI-powered capabilities, particularly Einstein AI and Einstein Bots.

What do you dislike most about this product?

One of the drawbacks of Salesforce Service Cloud is its complexity and steep learning curve.

What recommendations would you give to someone considering this product?

Start with a clear understanding of your requirements. Salesforce Service Cloud is a powerful tool with a wide range of features, but it may not be necessary for every business. For smaller teams or those just starting with customer service software, carefully evaluate whether the full breadth of features is needed.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Sukesh H.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Pricey but an amazing CRM!

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Everything from marketing, sales to service can be handled on Salesforce. Its a one stop solution that makes handling everything centrally easier!

What is your favorite aspect of this product?

If implemented right, it helps your business grow. Salesforce is a comprehensive CRM that integrates simply across multiple channels.

What do you dislike most about this product?

Its expensive - hence difficult for small businesses to procure it.

What recommendations would you give to someone considering this product?

A lot of salesforce implementation requires salesforce devs, hence create a thorough implementation plan and consider hiring consultants in case if you dont have salesforce devs internally.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Caring

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

85 Likeliness to Recommend

1 Since last award

95 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Chart

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.

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

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

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

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.

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.

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

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.

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

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 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.

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.

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.

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.

Salesforce Service Cloud Reviews

Liv C.

Still the standard I measure everyone else against

Likeliness to Recommend

Pros

Jonathan M.

One of the Best CRM

Likeliness to Recommend

Pros

Sukesh H.

Pricey but an amazing CRM!

Likeliness to Recommend

Pros

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Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Multi Channel Support

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Business Value Created

Breadth of Features

Usability and Intuitiveness

Ease of Data Integration

Quality of Features

Ease of IT Administration

Availability and Quality of Training

Ease of Implementation

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support