Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.1 /10

CX Score

8.4 /10

144 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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0 Top Rated Capabilities

1 Top Rated Features

Latest Award, 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

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

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Intelligent Search

Contact Center Integration

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Average 76

Business Value Created

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement

Salesforce Service Cloud Reviews

Mahalingam S.

Role: Information Technology
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2021

Service Cloud - Core Product to have

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

Integration with the Core Salesforce platform features like Einstein search that will be very helpful to bring the most relevant knowledge articles to the support representatives and save the time to resolve the customers issues.

What is your favorite aspect of this product?

The live agent feature of service cloud console is what I like the most about service cloud. Other notable features are case escalation, milestone tracking and reporting,

What do you dislike most about this product?

The entitlement model setup process is cumbersome and you will have to understand the implications of costs associated with them as well as licensing is separate and you need to design your SLAs and Service Contracts around it

What recommendations would you give to someone considering this product?

A definite must have if you would like to completely streamline your service experience and the cost will be worth the value delivered in the long run.

Pros

Continually Improving Product
Performance Enhancing
Respectful
Reliable

Stephan K.

Role: Information Technology
Industry: Transportation
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Still a flagship product

Likeliness to Recommend

7 /10

What differentiates Salesforce Service Cloud from other similar products?

World leader in CRM system, highly customizable and extremely stable

What is your favorite aspect of this product?

no downtime ever

What do you dislike most about this product?

not always as flexible as announced

What recommendations would you give to someone considering this product?

choose an excellent integrator and keep them close

Pros

Security Protects
Reliable
Enables Productivity
Trustworthy

Cons

Leverages Incumbent Status

Pranjal P.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2021

Customer Service and Support

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Meet the customers on their preferred channels such as mobile phones, web, email, chat etc. Unified platform managing all the cases assigned to agents they can prioritize the task. Knowledge base helps to resolve the issue faster.

What is your favorite aspect of this product?

It can manage customers from any device from anywhere as it provides mobile applications. Service cloud communities help users to help each other.

What do you dislike most about this product?

Customization is not easy

What recommendations would you give to someone considering this product?

It is an easy to use and a very helpful tool to solve customer issues

Pros

Continually Improving Product
Enables Productivity
Unique Features
Client Friendly Policies

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Book a Free Demo Today!

Awards & Recognition

Salesforce Service Cloud Ratings

84 Likeliness to Recommend

1 Since last award

94 Plan to Renew

81 Satisfaction of Cost Relative to Value

1 Since last award

Emotional Footprint Overview

+82 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).

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.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among 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.

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

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.

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

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.

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 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.

Salesforce Service Cloud Reviews

Mahalingam S.

Service Cloud - Core Product to have

Likeliness to Recommend

Pros

Stephan K.

Still a flagship product

Likeliness to Recommend

Pros

Cons

Pranjal P.

Customer Service and Support

Likeliness to Recommend

Pros

1
Since last award

1
Since last award

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Mobile Customer Care

Intelligent Search

Contact Center Integration

Agent Collaboration

Multi Channel Support

Customer Service Workflow Management

Agent Scripting

Customer Self Service Capabilities

Vendor Capability Ratings

Business Value Created

Breadth of Features

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Ease of IT Administration

Ease of Implementation

Availability and Quality of Training

Quality of Features

Ease of Customization

Product Strategy and Rate of Improvement