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

Kenneth B.

Role: Consultant
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2020

does what i need it to do at a good price

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

it is a very complete solution - no gaps

What is your favorite aspect of this product?

i like how much it can handle

What do you dislike most about this product?

it's pricey but it's worth it

What recommendations would you give to someone considering this product?

it's power is worth it's cost

Pros

Helps Innovate
Continually Improving Product
Reliable
Enables Productivity

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

Validated Review

Anonymous Reviewer

Submitted Mar 2020

Good product, missing some features

Likeliness to Recommend

8 /10

Pros

Acts with Integrity
Helps Innovate
Enables Productivity
Trustworthy

Louis K C.

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

Validated Review

Verified Reviewer

Submitted Jan 2020

A service cloud with the right features.

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Comparing it with other similar products just as powerful, it can be named cloud-based service of the Oracle company, Oracle provides as support only in English, on the other hand Salesforce is available in different languages such as Italian, Frances, Russian, Spanish among others. The application integration offered by Oracle is through its API while Salesforce supports integrations with applications and systems such as Oracle, JIRA, Zoho CRM, Shopify among a long list of options.

What is your favorite aspect of this product?

The integration with other SaaS applications is very good, making salesforce a very versatile tool in terms of adaptation with software from other companies. Add-ons available for integrations with the different social networks that exist today, in order to collect information from those sources. The possibility to share the data of different topics of the software, having them almost in real time for analysis and evaluation. Analyzing and reporting cases for customers is a simple task to perform thanks to the organized and intuitive features that Salesforce has by default. The best part of Salesforce is that, if you have any questions, customer service is the best there is, offering support at any level and is very attentive.

What do you dislike most about this product?

Cost is a bit expensive to pay for small businesses with a tight budget, so it's something that takes away the possibilities of using it in companies like small startups. The presence of bugs and sudden slowdowns, even if they do not cause any damage or major problem in the software are things that should never occur.

What recommendations would you give to someone considering this product?

I recommend this cloud service software without a doubt cause offers perhaps the best understanding to give your clients a customized help and support experience which makes an environment of coordinated effort and proficiency that isn't found in many spots. With a scope of tools accessible to operators and agents who use it the complete opportunity and capacity to determine the minimal worry that clients may bring to them. I might want to find later on progressively available plans with the goal that small business can decide to have a service in the same class as the one offered by this product.

Pros

Performance Enhancing
Enables Productivity
Caring
Saves Time

Cons

Less Friendly Negotiation

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

Kenneth B.

does what i need it to do at a good price

Likeliness to Recommend

Pros

Good product, missing some features

Likeliness to Recommend

Pros

Louis K C.

A service cloud with the right features.

Likeliness to Recommend

Pros

Cons

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