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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In Partnership With SelectHub

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Category
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.

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

Christopher C.

  • Role: Human Resources
  • Industry: Entertainment
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Integrating Salesforce Service Cloud is very easy

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

It is an excellent tool because it is easy to use and covers all the needs of a company. It helps maintain data and optimize productivity, both of which contribute to satisfied customers.

What is your favorite aspect of this product?

Easy integration, a service console, automated case routing, customizable dashboards and reports, and dial-up connectivity to popular providers like Cisco, BT, and Avaya are some of the best features of Salesforce Service Cloud. The most important thing for me is how easy the case management system is to use.

What do you dislike most about this product?

The tabs can be a little complex at times, making it difficult for beginners to navigate and receive all the information they need.

What recommendations would you give to someone considering this product?

Customers can submit issues and we can track them to ensure they get the right resolution using the Salesforce cloud service.

Pros

  • Continually Improving Product
  • Unique Features
  • Efficient Service
  • Saves Time

Jennifer L.

  • Role: Information Technology
  • Industry: Not for Profit
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

Pricey. Not worth the money. Features disappoint.

Likeliness to Recommend

6 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce service cloud is 3 x more expensive than Zoho and only meets 30% of our requirements. We have procured other suppliers to make up our requirements, so spending extra on telephony, reporting, email marketing, live chat with other suppliers. It’s also hard to maintain and the teams of guidance are confusing. The expensive decision was made to procure Salesforce before my time.

What is your favorite aspect of this product?

Duplicate records are highlighted to you

What do you dislike most about this product?

Most of it

What recommendations would you give to someone considering this product?

Shop elsewhere it’s highly inflated for what it does, not worth the money. IT support is terrible.

Pros

  • Security Protects

Cons

  • Less Respectful
  • Less Fair
  • Vendor's Interest First

Mahum K.

  • Role: Sales Marketing
  • Industry: Retail
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2023

Easy to use, lots of customization

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

I think it provides more support and options

What is your favorite aspect of this product?

The customization options are limitless!

What do you dislike most about this product?

nothing that I really dislike!

What recommendations would you give to someone considering this product?

Its a great product for anything in sales or marketing, definitely try to get on board!

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Trustworthy