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
Vivek K.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Fantastic features with user friendly experience.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Great customer support experience. Comprehensive CRM Integration. Extensive Customization and Flexibility. Community and Knowledge Management.
What is your favorite aspect of this product?
Unified Customer View. Omnichannel Support.
What do you dislike most about this product?
Steep Learning Curve for new users. Salesforce Service Cloud is known for being a premium product, and the associated costs can be prohibitive for small businesses or startups with limited budgets.
What recommendations would you give to someone considering this product?
Start with a Pilot Implementation. Consider Integration Needs. Plan for Training and Adoption. Take the time to research and evaluate Salesforce Service Cloud thoroughly. Familiarize yourself with its features, functionalities, and pricing structure. Consider reaching out to Salesforce representatives for product demonstrations or attending webinars to gain a deeper understanding of how Service Cloud can meet your needs.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Pranay S.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2024
Salesforce - A Game changing capabilities.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
1. Customer-Centric Approach. 2. Salesforce operates entirely in the cloud, enabling businesses to access their CRM data anytime, anywhere. 3.AI-Powered Capabilities- AI integration allows businesses to streamline their processes, personalize customer interactions, and make data-driven decisions, giving them a competitive edge in the market. 4. Continuous Innovation
What is your favorite aspect of this product?
Salesforce is an incredibly easy-to-use platform thanks to a powerful, fast, and easy-to-configure user interface. All third-party integrations, add-ons, and robust features bundled.
What recommendations would you give to someone considering this product?
It's the best leading CRM tool available in the market with easy to installation and start the the business workflows.
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Efficient Service
Chandan T.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2024
Awesome SaaS CRM and various solutions
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is combination of all the tech stacks combined and not just an CRM tool. In this software you can have single view of customer and all the teams of your organisation can see 360 degree view of a customer and take up the business accordingly.
What is your favorite aspect of this product?
Quick option to add update. Response to the customers ask, add details for the sales and marketing team. Add customer contact so that details can be shared by just adding customer name.
What do you dislike most about this product?
Nothing much to dislike, I hope company will make the UI bit easier and provide some AI features to add comments etc faster.
What recommendations would you give to someone considering this product?
Please do the reaserch and check which product is suitable. As far as our requirement was concern, SF was right fit.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity