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Salesforce Service Cloud description
Salesforce Service Cloud is a customer service platform designed to help businesses of all sizes manage customer interactions and support requests. It offers a range of tools, including case management, live chat, and self-service portals, all within a single platform. Using AI, it aims to personalize customer experiences, automate routine tasks, and provide data-driven insights to improve service operations and boost agent productivity. Salesforce Service Cloud integrates with other Salesforce products and can be customized for various industries, making it a comprehensive solution for managing customer service.
What companies are using Salesforce Service Cloud?
Who is Salesforce Service Cloud best for
Salesforce Service Cloud is a robust customer service platform ideal for medium to large B2B and B2C businesses seeking streamlined support operations and personalized customer experiences. Users praise its seamless website integration and robust scalability, while some find navigation challenging and desire more AI-powered case assignment automation.
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Best for medium to large businesses.
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Ideal for software, IT, and telecommunications companies; suitable for various other industries.
Salesforce Service Cloud features
| Supported Service Cloud offers omnichannel support including chat, social media and messaging. |
| Supported Service Cloud offers skill-based routing through its Omni-Channel feature. |
| Supported Service Cloud automates workflows, including bulk messaging and internal/client communication. Document transition may require customization. |
| Supported Service Cloud offers centralized multi-channel communication, including email. |
| Supported Service Cloud offers self-service support with features like help centers, customer portals, chatbots, and knowledge bases. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Salesforce Service Cloud reviews
We've summarised 2632 Salesforce Service Cloud reviews (Salesforce Service Cloud G2 reviews) and summarised the main points below.
- Seamless integration of website contact forms with cases in Salesforce.
- Robust and flexible platform, capable of handling high volumes and scaling with business growth.
- Excellent customer support with quick response times.
- User-friendly interface for building dashboards and reports.
- Only one asset can be linked to a case, making it difficult when dealing with multiple assets on a single case.
- Limited case assignment automation capabilities, especially in the era of AI.
- Limited business intelligence metrics and trend analysis options.
- Navigation can be challenging, particularly for new users.
Salesforce Service Cloud pricing
The commentary is based on 334 reviews from Salesforce Service Cloud G2 reviews.
Salesforce Service Cloud is often described as expensive, especially for smaller businesses. Some users mention licensing costs as a drawback, while others note the price is justified by its robust functionality and customization options. Despite the cost, many find Service Cloud a valuable investment for enhanced customer service.
Users sentiment
Salesforce Service Cloud alternatives
HubSpot Service HubBetter for small to medium businesses. Has more momentum based on employee growth. A strong Salesforce Service Cloud competitor and alternative.Read more
salesforce-service-cloud vs Qualtrics Customer ExperienceBetter for gathering customer feedback across various channels using surveys and analytics. Has stronger momentum. Focuses on improving customer relationships and experiences. A Salesforce Service Cloud competitor and alternative.Read more
Dynamics 365 Customer ServiceBetter fit for mid-sized businesses. Has more momentum in terms of website traffic and employee growth. Integrates well with other Microsoft products.Read more
salesforce-service-cloud vs UltimateMore focused on AI-powered chat automation and 24/7 support. Integrates with Salesforce. Better implementation rating. However, it has shrinking momentum and fewer integrations than Salesforce Service Cloud.Read more
Zoho DeskBetter for small to medium businesses. It has significantly more momentum than Salesforce Service Cloud, showing faster website traffic and employee growth. A more affordable Salesforce Service Cloud alternative.Read more
salesforce-service-cloud vs DevRevBetter fit for startups and small SaaS companies. Combines customer support with product development. Has significantly more momentum.Read more
Salesforce Service Cloud FAQ
What is Salesforce Service Cloud and what does Salesforce Service Cloud do?
Salesforce Service Cloud is a customer service platform that helps businesses manage customer interactions and support requests. It offers tools like case management, live chat, and self-service portals, using AI to personalize service and automate tasks. It integrates with other Salesforce products and is customizable for various industries.
How does Salesforce Service Cloud integrate with other tools?
Salesforce Service Cloud integrates with other Salesforce products like Sales Cloud and Marketing Cloud. It also connects with third-party apps through APIs and pre-built integrations, extending its functionality for various business needs. This allows for a unified view of customer data and streamlines workflows.
What the main competitors of Salesforce Service Cloud?
Top alternatives to Salesforce Service Cloud include Qualtrics Customer Experience, HubSpot Service Hub, Talkdesk, and ClickUp. These competitors offer similar features such as case management, automation, and analytics for enhanced customer service.
Is Salesforce Service Cloud legit?
Yes, Salesforce Service Cloud is a legitimate and widely used customer service platform. It's known for its robust features, scalability, and integrations, making it a safe and reliable choice for businesses seeking to improve customer support operations. However, some users find navigation challenging.
How much does Salesforce Service Cloud cost?
Salesforce Service Cloud pricing starts at $300 per user per month for the Essentials plan. The Professional, Enterprise, and Unlimited plans have custom pricing. Contact Salesforce for a quote to determine if Service Cloud is worth the cost for your business.
Is Salesforce Service Cloud customer service good?
Salesforce Service Cloud receives positive customer service reviews. Users highlight its robust features, customization options, and integrations, particularly praising its streamlined case management and omnichannel support. However, some find the platform complex and expensive.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.