In Partnership With SelectHub
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.
Company Details
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In Partnership With SelectHub
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
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?
Pros
- Respectful
- Security Protects
- Reliable
- Acts with Integrity
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
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
Salesforce Service Cloud Reviews
Jose G.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: IT Development, Integration, and Administration
Submitted May 2022
Great for managing customer information
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Phase management is possible via the routing function, so complicated flows during negotiations can be entered into the system. I think it will be clear what the user should do next and work efficiency will be improved. In addition, the report function and the dashboard function summarizing it are excellent, so I think it will be easier for the administrator to manage. I think you will be able to check the excess and deficiency on the dashboard every day and give instructions.
What is your favorite aspect of this product?
When I joined the company, I had already introduced the sales force, and it was the first time I had touched CRM personally. In my previous work experience, I handled customer information and sales figures with Excel and Access, but with the sales force, customers are able to centralize information because the latest figures can be captured by the sales progress status and reporting function. If you detail the configuration of the conditions, there are many systems that cannot be addressed or reassembled at the program level, but it was made very easy to build internally so that we could create a flow with visually easy to understand.
What do you dislike most about this product?
If you have any questions about the operation, you will see the help page, but it may be difficult to understand. Since it uses a mail merge feature that can only be used with Classic, it would be good to be able to use it with Lightning.
What recommendations would you give to someone considering this product?
Even aggregated sales data in Excel can be extracted by the sales force according to conditions, so you can always keep track of the latest numbers and contribute to sales efficiency. When a customer makes an inquiry, it is easy for anyone other than the person in charge to understand the current progress. We were able to make a complicated business flow that requires branching based on certain system conditions without missing sales negotiations and internal troubleshooting.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Mohamed E.
- Role: Consultant
- Industry: Shipping
- Involvement: End User of Application
Submitted Apr 2022
Best Digital Engagement & built in integration app
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce service cloud considered number 1 among all similar apps , it makes the work and the life easier by connecting and integrating different apps in addition to social media apps also and it doesn't require coding process like similar apps beside ability to manage and control the company SLA's
What is your favorite aspect of this product?
Ease to use Salesforce interface with ability access to different fields , gives facility in Managing Teams, Optimizing Operations & Manage Customers beside its highly customizable for any type of projects , It have a great ability to configure and integrate with any other app even if its internal app or external
What do you dislike most about this product?
i didn't found any cons in Salesforce service cloud , it works perfectly and having 24/7 customer support with efficient solutions for any bugs
What recommendations would you give to someone considering this product?
The best Digital Engagement app , allows the company to schedule their resources beside the ease of usage and ability to mange the tasks and the SLA's for all of your projects and manage the outcomes of these projects with attractive interface
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
Pranay G.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Feb 2022
Best in business software
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Service cloud is easy to use and integrates other softwares easily. I have used Amazon connect with service cloud. Also, it has multiple dashboards which showcases variety of data, as may be required. Easy to access the history case by case.
What is your favorite aspect of this product?
Option to create and select different dashboards is really helpful.
What do you dislike most about this product?
Some minor glitches, for instance if I open the service cloud on another tab to access another case it sometimes lagged.
What recommendations would you give to someone considering this product?
Amazing product to use.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Please tell us why you think this review should be flagged.
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