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

Alexis H.

  • Role: Operations
  • Industry: Retail
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Dec 2022

It's easy to use for Customer service in BPO

Likeliness to Recommend

7 /10

What differentiates Salesforce Service Cloud from other similar products?

Allows more options and easy access to tools

What is your favorite aspect of this product?

How we can handle different cases.

What do you dislike most about this product?

Unable to lock tools that aren't required for certain users.

What recommendations would you give to someone considering this product?

Client should make sure to share their needs with Salesforce so they can develop the tool for optimal performance.

Pros

  • Trustworthy
  • Efficient Service
  • Inspires Innovation
  • Client Friendly Policies

Ali G.

  • Role: Sales Marketing
  • Industry: Retail
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Oct 2022

fantastic to use for CRM

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

it is a superior product

What is your favorite aspect of this product?

nothing specific

What do you dislike most about this product?

nothing specific

What recommendations would you give to someone considering this product?

nothing specific

Pros

  • Respectful

Harshita N.

  • Role: Sales Marketing
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Aug 2022

Best Product

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Service Cloud helps businesses support existing customers through its customer service console, live chat, and communities software

What is your favorite aspect of this product?

It integrates your customer service with social networks and provides a self-service customer portal and knowledge base system

What do you dislike most about this product?

Nothing to dislike about it except it's little costly for smaller organizations

What recommendations would you give to someone considering this product?

Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing