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Salesforce Service Cloud Logo
Salesforce.com Inc

Salesforce Service Cloud

8.1 /10
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In Partnership With SelectHub

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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.

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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.

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

+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

Paulo G.

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

Submitted Nov 2021

Useful, and easy to manage tool

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Flexibility

What is your favorite aspect of this product?

easy to integrate different areas

What do you dislike most about this product?

It might be little be faster to process requests

What recommendations would you give to someone considering this product?

Nice to have and manage tool

Pros

  • Helps Innovate
  • Reliable
  • Enables Productivity
  • Unique Features

Amilker C.

  • Role: Operations
  • Industry: Other
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Sep 2021

Sistema incrível de tickets!

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

A marca Salesforce é mundialmente conhecida pela sua robustez.

What is your favorite aspect of this product?

A plataforma é completa e super se integra com tudo.

What do you dislike most about this product?

A configuração e personalização inicial é complexa e requer consultoria especializada.

What recommendations would you give to someone considering this product?

A solução da SAP certamente vai agradar pela qualidade de entrega.

Pros

  • Efficient Service
  • Saves Time
  • Helps Innovate
  • Unique Features

Dustin S.

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

Submitted Jul 2021

Easy working and better cooperation function

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce Service Cloud is a center technology that facilitates quick, comprehensive customer service. Centralized customer service makes collaboration between operators simpler. It is suitable for companies who wish to boost customer loyalty by addressing questions. It enables centralization of data such as customer accounts, transaction documents, and business associates data, the process of approval can also be streamlined by defining a series of measures required for approval, as approvers and assignments, at any point in the process.

What is your favorite aspect of this product?

All the actions, such as making a call, keeping a call, switching to another operator, and calling an operator to a telephone meeting, can be carried out conveniently from the administration console used by the operator. You will perform, maintain, relay calls to operators, invite phone calls, and more with the Service Cloud Console. It's appealing to be able to cut costs, increase operator efficiency, speed up troubleshooting, and respond to customers quickly. You will display all consumer experiences on any platform in chronological order. Centralize customer information on the operator's management computer.

What do you dislike most about this product?

A Premier Progress Plan is needed for the 24x7 technological support available at the time of implementation.

What recommendations would you give to someone considering this product?

The information base used by the cloud helps operators to have clearer responses to their clients. Customer information can also be exchanged with various networks and platforms with only one key. The knowledge base can be reached from any mobile device, which makes it convenient for consumers to acquire information at any time and location. Furthermore, there are four types of plans: unlimited consumer numbers, a flexible plan for robust programs, and a plan with unlimited CRM features.

Pros

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