Salesforce Service Cloud Logo
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

  • Role: Information Technology
  • Industry: Insurance
  • Involvement: IT Leader or Manager
Validated Review
Anonymous Reviewer

Submitted Sep 2023

great product to use

Likeliness to Recommend

9 /10

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Role: Information Technology
  • Industry: Other
  • Involvement: End User of Application
Validated Review
Anonymous Reviewer

Submitted Dec 2022

Great product with great Capabilities

Likeliness to Recommend

9 /10

Pros

  • Helps Innovate
  • Continually Improving Product
  • Performance Enhancing
  • Enables Productivity

Nelson h.

  • Role: Information Technology
  • Industry: Engineering
  • Involvement: IT Leader or Manager
Validated Review
Verified Reviewer

Submitted Dec 2022

Provide smart services

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Made it easy for our customer support team to seamlessly integrate multiple tracking and communication methods into a single interface to consolidate their efforts to track customer requests.

What is your favorite aspect of this product?

Flexibility of tracked data, Ability to integrate with third-party applications or using the API, has Product Tracking, Live video chats with customers, Excellent for driving more sales, Properly tracks your customer lists.

What do you dislike most about this product?

Some of the custom apps inside Salesforce didn't work quite right

What recommendations would you give to someone considering this product?

It is best suited for sales teams, account management, customer service, improving the entire sales process, and customer management.

Pros

  • Effective Service
  • Inspires Innovation
  • Caring
  • Saves Time