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
Mahalingam S.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2021
Service Cloud - Core Product to have
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Integration with the Core Salesforce platform features like Einstein search that will be very helpful to bring the most relevant knowledge articles to the support representatives and save the time to resolve the customers issues.
What is your favorite aspect of this product?
The live agent feature of service cloud console is what I like the most about service cloud. Other notable features are case escalation, milestone tracking and reporting,
What do you dislike most about this product?
The entitlement model setup process is cumbersome and you will have to understand the implications of costs associated with them as well as licensing is separate and you need to design your SLAs and Service Contracts around it
What recommendations would you give to someone considering this product?
A definite must have if you would like to completely streamline your service experience and the cost will be worth the value delivered in the long run.
Pros
- Continually Improving Product
- Performance Enhancing
- Respectful
- Reliable
Stephan K.
- Role: Information Technology
- Industry: Transportation
- Involvement: Business Leader or Manager
Submitted Apr 2021
Still a flagship product
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
World leader in CRM system, highly customizable and extremely stable
What is your favorite aspect of this product?
no downtime ever
What do you dislike most about this product?
not always as flexible as announced
What recommendations would you give to someone considering this product?
choose an excellent integrator and keep them close
Pros
- Security Protects
- Reliable
- Enables Productivity
- Trustworthy
Cons
- Leverages Incumbent Status
Pranjal P.
- Role: Information Technology
- Industry: Healthcare
- Involvement: IT Leader or Manager
Submitted Apr 2021
Customer Service and Support
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Meet the customers on their preferred channels such as mobile phones, web, email, chat etc. Unified platform managing all the cases assigned to agents they can prioritize the task. Knowledge base helps to resolve the issue faster.
What is your favorite aspect of this product?
It can manage customers from any device from anywhere as it provides mobile applications. Service cloud communities help users to help each other.
What do you dislike most about this product?
Customization is not easy
What recommendations would you give to someone considering this product?
It is an easy to use and a very helpful tool to solve customer issues
Pros
- Continually Improving Product
- Enables Productivity
- Unique Features
- Client Friendly Policies