Salesforce Service Cloud

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews

About Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and optimise the agent efforts, allowing them to handle customers' requests and manage cases. Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience. The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud Software - Business rules
Salesforce Service Cloud Software - Casse management bulk editing
Salesforce Service Cloud Software - Case management labels
Salesforce Service Cloud Software - Productivity tools
Salesforce Service Cloud Software - Universal inbox
Salesforce Service Cloud video
Salesforce Service Cloud Software - Business rules - thumbnail
Salesforce Service Cloud Software - Casse management bulk editing - thumbnail
Salesforce Service Cloud Software - Case management labels - thumbnail
Salesforce Service Cloud Software - Productivity tools - thumbnail
Salesforce Service Cloud Software - Universal inbox - thumbnail

Salesforce Service Cloud pricing

Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at USD 25.00/month.

Starting Price:
USD 25.00/month
Free Version:
No
Free trial:
Yes

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Salesforce Service Cloud Reviews

Feature rating

Value for Money
4.1
Functionality
4.4
Ease of Use
4.1
Customer Support
4.2
5 reviews of 777 View all reviews
Jessica
Jessica
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 13/11/2023

The best cloud tool to manage customer inquiries

It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Pros

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Cons

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

Jayson
  • Industry: Real Estate
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Functionality
5
Ease of Use
3
Customer Support
3

5
Reviewed on 09/06/2024

Service Cloud is a Game Changer

Pros

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Cons

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Vershley
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Functionality
5
Ease of Use
4
Customer Support
5

4
Reviewed on 01/12/2024

Amazing tool that will definitely help your customer service team if you have the money

Salesforce has been an amazing CRM and provides great flexibility in their Service cloud platform. From case/ticket management to creating a portal for customers to ask their questions and find answers via knowledge base, Salesforce has it all.

Pros

Extremely customizable, and very user friendly. Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can easily help their clients.

Cons

Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features. But Salesforce is currently working on this limitations with their data cloud platform.

Carl
  • Industry: Building Materials
  • Company size: 11–50 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Functionality
3
Ease of Use
2
Customer Support
0

3
Reviewed on 28/03/2024

Review Management

Meh. Streamline operations is definitely necessary. Improve search fields also a must

Pros

Seems like an adequate service but lots of room for improvement.

Cons

Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Delicia
  • Industry: Internet
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Functionality
5
Ease of Use
4
Customer Support
5

5
Reviewed on 23/10/2024

salesforce for the win

Love love love!!! This allows field agents to put in for service where needed and provides office and all workers to see in real-time it was put in the system

Pros

Perfect for field workers to put in work orders

Cons

the small things not having an asterisk to complete and move on to next screen before submitting

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