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

Sajal G.

  • Role: C-Level
  • Industry: Finance
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Feb 2022

Amazing product

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Ease of integration of other platforms and softwares like amazon connect. It is user friendly. The customer support provided by the company is best in the industry.

What is your favorite aspect of this product?

Retention of information and integration of the saved information on multiple platforms

What do you dislike most about this product?

The cost seems to be a bit high.

What recommendations would you give to someone considering this product?

Amazing product with best in class features

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Mansoor A.

  • Role: Information Technology
  • Industry: Telecommunications
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Jan 2022

a 360 Degree solution

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce Service Cloud makes connecting one-to-one with every customer, across multiple channels on any device, extremely easy

What is your favorite aspect of this product?

One of the reasons that Salesforce is so popular is that it is packed with features like no other CRM software; features such as contact management, workflow creation, task management, opportunity tracking, collaboration tools, customer engagement tools

What do you dislike most about this product?

i believe that its a very good tool, the however sky is the limit but as of now I am fully satisfied with

What recommendations would you give to someone considering this product?

i will fully recommend this product as that's the best one available in market

Pros

  • Helps Innovate
  • Performance Enhancing
  • Enables Productivity
  • Efficient Service

Cons

  • Vendor Friendly Policies

Mohammad A.

  • Role: Consultant
  • Industry: Consulting
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Jan 2022

Achieving the best organization and processing

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Everything I need is there at my fingertips. I really like how customized our reports and dashboards are. Nothing is impossible with Salesforce, where it is the world's most powerful CRM. The system allows you to construct any sales procedure. If your team's data flow and data hygiene are good, you can use Salesforce to support business choices.

What is your favorite aspect of this product?

The best feature of this software is data segregation, which allows us to operate faster and more efficiently. The convenience of establishing lists for targeted marketing communications, and having all critical consumer information in one place. I really enjoy the data visualization through dashboards used by all levels of the firm. Once set up, this tool is very straightforward to use and communicate customer data. The report feature is strong. This tool is far easier to use than other CRMs I've used.

What do you dislike most about this product?

It is not a simple tool that can be easily worked on, which is not a defect in it, but after completing the exercises, you will enjoy performing the functions with it and you will find the extent of the strength of the organization for your business with it.

What recommendations would you give to someone considering this product?

It is a great tool that I recommend to use, many features that you will have with it and you will be able to impose the organization that you wish for your business with it.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing