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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Real user data aggregated to summarize the product performance and customer experience.
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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
Sukesh H.
- Role: Operations
- Industry: Finance
- Involvement: End User of Application
Submitted Aug 2024
Pricey but an amazing CRM!
Likeliness to Recommend
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
Submitted Aug 2024
Excellent product for Customer Care
Likeliness to Recommend
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
Submitted Aug 2024
Easy to use, but a bit pricey
Likeliness to Recommend
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