Salesforce Service Cloud Logo Award Winner Product Badge
Salesforce Service Cloud Logo Award Winner Product Badge
Salesforce.com Inc

Salesforce Service Cloud

Composite Score
8.2 /10
CX Score
8.4 /10
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Category
Salesforce Service Cloud
8.2 /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

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

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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

83

Customer Service Knowledge Management

81

Customer Community Management

81

Mobile Customer Care

81

Agent Collaboration

80

Intelligent Search

80

Contact Center Integration

79

Customer Service Workflow Management

78

Multi Channel Support

78

Agent Scripting

78

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

78

Ease of IT Administration

77

Vendor Support

76

Ease of Implementation

76

Availability and Quality of Training

76

Ease of Customization

75

Quality of Features

75

Product Strategy and Rate of Improvement

74

Salesforce Service Cloud Reviews

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

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

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