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
Christopher C.
- Role: Human Resources
- Industry: Entertainment
- Involvement: End User of Application
Submitted Mar 2024
Integrating Salesforce Service Cloud is very easy
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
It is an excellent tool because it is easy to use and covers all the needs of a company. It helps maintain data and optimize productivity, both of which contribute to satisfied customers.
What is your favorite aspect of this product?
Easy integration, a service console, automated case routing, customizable dashboards and reports, and dial-up connectivity to popular providers like Cisco, BT, and Avaya are some of the best features of Salesforce Service Cloud. The most important thing for me is how easy the case management system is to use.
What do you dislike most about this product?
The tabs can be a little complex at times, making it difficult for beginners to navigate and receive all the information they need.
What recommendations would you give to someone considering this product?
Customers can submit issues and we can track them to ensure they get the right resolution using the Salesforce cloud service.
Pros
- Continually Improving Product
- Unique Features
- Efficient Service
- Saves Time
Jennifer L.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: Business Leader or Manager
Submitted Mar 2024
Pricey. Not worth the money. Features disappoint.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce service cloud is 3 x more expensive than Zoho and only meets 30% of our requirements. We have procured other suppliers to make up our requirements, so spending extra on telephony, reporting, email marketing, live chat with other suppliers. It’s also hard to maintain and the teams of guidance are confusing. The expensive decision was made to procure Salesforce before my time.
What is your favorite aspect of this product?
Duplicate records are highlighted to you
What do you dislike most about this product?
Most of it
What recommendations would you give to someone considering this product?
Shop elsewhere it’s highly inflated for what it does, not worth the money. IT support is terrible.
Pros
- Security Protects
Cons
- Less Respectful
- Less Fair
- Vendor's Interest First
Mahum K.
- Role: Sales Marketing
- Industry: Retail
- Involvement: Business Leader or Manager
Submitted Dec 2023
Easy to use, lots of customization
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
I think it provides more support and options
What is your favorite aspect of this product?
The customization options are limitless!
What do you dislike most about this product?
nothing that I really dislike!
What recommendations would you give to someone considering this product?
Its a great product for anything in sales or marketing, definitely try to get on board!
Pros
- Continually Improving Product
- Reliable
- Enables Productivity
- Trustworthy