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
Anand Kumar M.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: End User of Application
Submitted Mar 2024
Salesforce is a great CRM with great features
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is very user-friendly and built in filters to segregate the data for easier analysis of data.
What is your favorite aspect of this product?
The inbuilt filters.
What do you dislike most about this product?
Nothing as such.
What recommendations would you give to someone considering this product?
Please go ahead.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Praveen B.
- Role: Operations
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Mar 2024
It's a well executed API interface - Go for it.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is more customizable, with an extensive app store and a well-executed API interface. It's generally better for more complex.
What is your favorite aspect of this product?
You can send promotional messages with WhatsApp and push notifications, and shared inbox is only available with Salesforce Sales Cloud or Service Cloud.
What do you dislike most about this product?
One of the biggest downsides to using Salesforce is that it can get pretty pricey, especially if you are a small to medium-sized business.
What recommendations would you give to someone considering this product?
It is user friendly and cost efficient.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Roxanne S.
- Role: Human Resources
- Industry: Technology
- Involvement: End User of Application
Submitted Mar 2024
Service Cloud improves our customer service
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Having used Service Cloud at several companies, I can attest to its ease of use. Whenever necessary, we can make adjustments to reduce the appearance of antipatterns.
What is your favorite aspect of this product?
Thanks to the cloud service, we can dedicate more resources to processing complex telephone conversations and less to AHT for transactional service, which contributes to better customer handling. By doing so, we can offer our customers the best service possible.
What do you dislike most about this product?
For some things, such as comments, there are several possible implementations. Team integration is lacking.
What recommendations would you give to someone considering this product?
We can provide our customers and co-workers with an exceptional colleague experience with the help of cloud service. We can consolidate all your systems into one.
Pros
- Continually Improving Product
- Reliable
- Efficient Service
- Saves Time