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
Tanza S.
- Role: Consultant
- Industry: Consulting
- Involvement: Initial Implementation
Submitted Sep 2020
Great product and concept, need end user buy in
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Even though it is a "packaged" product, there is a decent amount of customization.
What is your favorite aspect of this product?
Being able to effectively integrate the platform.
What do you dislike most about this product?
It has been a challenge to get end user "buy in".
What recommendations would you give to someone considering this product?
Know how to effectively roll out this platform to all end users and get buy in before hand
Pros
- Performance Enhancing
- Unique Features
- Effective Service
- Inspires Innovation
Cons
- Less Productive
- Less Friendly Negotiation
John H.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Jun 2020
Easy to use, search engine could be improved but o
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
scalability and breath of features
What is your favorite aspect of this product?
speed and accuracy
What do you dislike most about this product?
some screens block you during set ups
What recommendations would you give to someone considering this product?
It's a good product and will help you be more productive
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Saves Time
Cons
- Less Efficient Service
- Under Delivered
- Less Transparent
Shaleena M.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: End User of Application
Submitted Mar 2020
Fantastic product that is used by all
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is continually updating their service platform to better assist my company in improving our ability to serve our client the most efficient way possible.
What is your favorite aspect of this product?
It's very easy to search for information and create extremely valuable reports.
What do you dislike most about this product?
It can sometimes be slow.
What recommendations would you give to someone considering this product?
Try it you won't be disappointed. There is so much it can do for a company.
Pros
- Helps Innovate
- Reliable
- Trustworthy
- Caring