Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.1 /10

CX Score

8.4 /10

144 Reviews Write a Review

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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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0 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2024

0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

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

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

Average 76

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

Sukesh H.

Role: Operations
Industry: Finance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Pricey but an amazing CRM!

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Everything from marketing, sales to service can be handled on Salesforce. Its a one stop solution that makes handling everything centrally easier!

What is your favorite aspect of this product?

If implemented right, it helps your business grow. Salesforce is a comprehensive CRM that integrates simply across multiple channels.

What do you dislike most about this product?

Its expensive - hence difficult for small businesses to procure it.

What recommendations would you give to someone considering this product?

A lot of salesforce implementation requires salesforce devs, hence create a thorough implementation plan and consider hiring consultants in case if you dont have salesforce devs internally.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Caring

Pankaj K.

Role: Operations
Industry: Technology
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2024

Excellent product for Customer Care

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

We have been using Salesforce Service cloud since the beginning of our project, the best part is ease of integration with other CRM applications . Previously we were using Ring DNA and now Nextiva and the integration was so smooth .

What is your favorite aspect of this product?

Integration and Data Analytics

What do you dislike most about this product?

Nothing to dislike about

What recommendations would you give to someone considering this product?

I would highly recommend this product to anyone who is planning to go for it for contact center services, this product is great to use, user friendly, easy integration and excellent technical support.

Pros

Performance Enhancing
Enables Productivity
Trustworthy
Efficient Service

Purvi C.

Role: Consultant
Industry: Education
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Aug 2024

Easy to use, but a bit pricey

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Numerous communication channels are supported by Service Cloud, such as phone, SMS, social media, chat, email, and chat. The platform improves the entire customer experience by offering a consolidated view of client interactions through several channels. Service Cloud provides robust reporting and analytics capabilities, such as customizable dashboards and real-time insights, empowering teams to monitor performance metrics, recognize patterns, and implement data-driven strategies.

What is your favorite aspect of this product?

One of the most commendable features of Salesforce Service Cloud is its seamless integration with the wider Salesforce ecosystem. This connectivity enables Service Cloud to utilize data and capabilities from various Salesforce offerings, including Sales Cloud, Marketing Cloud, and Salesforce CRM. Such a cohesive strategy offers a comprehensive perspective on customer interactions, facilitating more tailored and efficient service. Agents are equipped to view the entire history of customer engagements, monitor sales and marketing efforts, and utilize collective insights, all from a singular platform.

What do you dislike most about this product?

The extensive features and configurations of Salesforce Service Cloud can be overwhelming for new users, as its complexity and steep learning curve may require significant time and training to fully understand and utilize effectively.

What recommendations would you give to someone considering this product?

Leverage the integration capabilities of Service Cloud with other Salesforce offerings, such as Sales Cloud and Marketing Cloud. This integration can deliver a holistic perspective on customer interactions and improve overall operational efficiency.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Trustworthy

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Book a Free Demo Today!

Awards & Recognition

Salesforce Service Cloud Ratings

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

+82 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Salesforce Service Cloud Reviews

Sukesh H.

Pricey but an amazing CRM!

Likeliness to Recommend

Pros

Pankaj K.

Excellent product for Customer Care

Likeliness to Recommend

Pros

Purvi C.

Easy to use, but a bit pricey

Likeliness to Recommend

Pros

1
Since last award

1
Since last award

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