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Salesforce Service Cloud REVIEW

Customer Support Software

12 user reviews
USER SATISFACTION 97%
OUR SCORE 9.3

What is Salesforce Service Cloud?

Salesforce Service Cloud is a customer service and support platform built to help you get faster and reliable case resolution. It lets you deliver smarter service with a 360-degree view of every customer, resolve issues across any channel, and increase customer satisfaction by connecting your whole business. Your agents are empowered by having complete visibility into every interaction with every customer and, with computer-telephony integration (CTI), are able to accelerate handling times of customer phone-in calls to boost agent productivity and improve customer satisfaction.

The cloud software offers everything you need to boost your custom service operation and enhance customer satisfaction. It allows you to personalize every customer conversation by giving your service team clear visibility into which products and services customers already own so you can help agents identify more relevant cross-sell and upsell opportunities. You’ll be able to always respond with the right level of service that customers are entitled to as well as easily track, manage, and resolve issues with a unified view of every case, including any Service Level Agreements (SLAs).

You can harness the software’s service insights to create more targeted marketing using a common, unified customer record to tailor messages and offers which can be triggered automatically based on customer interactions or service activities, letting you identify opportunities and issues from any location or device. With its service analytics dashboards, you’ll be guided on where to focus and manage resources with the. Furthermore, you can automatically analyze deep data and patterns from any system and get actionable recommendations with Einstein Discovery, the platform’s AI tool.

Salesforce Service Cloud offers the most complete customer service platform with features and capabilities that include service console, case management, omni-channel routing, account and contact management, social media customer service, customer self-service, live chat, and more.It provides functionalities beyond basic customer support operations with tools for enhancing marketing and customer interactions, identifying opportunities and issues from any location or device, and managing field service activities, among others.

Overview of Salesforce Service Cloud Benefits

Salesforce Service Cloud is an out-of-the-box solution that offers a fully customizable solution for your customer service. Here are its key benefits:

Call center in your service console

A feature that you’ll quite appreciate is the computer-telephony integration (CTI) that gives your agents call center functionality that can be handled right within the Service Cloud console. What CTI does is give agents instant screen profile or account record of the caller even before they pick up the phone. Equipped with customer information, your agents will be prepared beforehand to properly engage and interact with customers. Automation plays a big part in the phone process by turning every customer phone number inside Salesforce into a clickable link, allowing agents to call customers with a simple click.

That’s not all. CTI eliminates the need for taking notes during calls since it logs all calls automatically and associates them with objects like contact records, cases, or anything you set or create. You can even control calls without touching your phone. You can make outgoing calls, transfer calls to another agent, put calls on hold, or add agents or concerned individuals for a conference call, all without leaving the Service Cloud console. What this capability means is enhanced agent productivity with efficient response times, and improved customer satisfaction.

Get all the information you need in one place

One information location on everything from customer profiles, to case histories, to dashboards unifies your agents’ experience and maximizes their productivity. When all information in one place is at the agent’s fingertips, faster service is delivered. Your customer service team is empowered to answer customer questions correctly the first time, anticipate customer needs, and provide world-class customer service solutions every time.

With the platform’s multi-channel capability, customers can expect the same smart, fast, personalized service regardless of the channel they use to reach out. Cases from every channel come into the agent console where agents can view a customer’s profile, purchasing history, and account information. Customers don’t have to repeat themselves and agents can foresee their needs. The responsive layout of dashboards in the console makes it easy for agents to put the information that they need front and center, similar to a portal that puts all of the most frequently used actions right where your agents need them most.

Streamline your pipeline for better customer service

Since it’s a Salesforce solution, you get a customer service software with CRM at its heart to drive customer satisfaction. Its case management feature allows you to streamline your pipeline for better customer service. You can resolve customer support cases faster from anywhere by keeping your agents connected to all the activity, answers, and information they need. It lets you automatically assign the best-qualified agent to ensure that cases never fall through the cracks with AI-powered routing recommendations from Einstein built within the software.

You’ll be able to streamline your service processes and drive productivity, and consistency the way you want by easily customizing Service Cloud to reflect your customer support and business processes. You’ll have full context view of all your cases and see every customer interaction in a chronological timeline, regardless of channel. All voicemails, email updates, knowledge articles, or anything else about a case appears in a flexible newsfeed so you’ll know what to focus on and when. You even get customer activity updates and alerts when action is needed and quickly send email responses using prewritten templates with just a few clicks.

Handle cases on social media channels

Most customers are now on social media and you can ably support them as the Service Cloud gives you the capability to listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team.

You can provide smarter social service by routing social cases to the right agent at the right time. With the use of keywords, classifiers, and language detection, your agents will be able to receive actionable posts to immediately work on the right issues in the right way. And agents can easily switch the conversation to the best channel for the customer, whether it’s email, phone, chat, social networks, or a community. Since social customer service is an integrated part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before engaging them in real time.

Smart collaboration

Salesforce Service Cloud is built to be a smart collaboration platform so your agents can share their expertise, and cover for each other in critical situations. It can be used for communication and document sharing purposes where agents can discuss problems and prevent case escalation together. From a service manager’s perspective, these means that all team members remain in the loop, and their performance can be easily tracked and evaluated even without immediate customer feedback.

Mobile-first platform

The power of the Salesforce platform doesn’t stop at the desktop. Service Cloud enables you to support both customers and mobile workers wherever they are using a mobile-first platform. You can create engaging experiences for your customers and mobile employees with intuitive drag-and-drop tools and an out-of-the-box mobile app. With the Field Service Lightning Mobile App, you can speedily resolve issues out in the field faster and help you mobile team get the job finished the first time. You can create new revenue opportunities onsite by connecting agents to customer history, parts inventory, knowledge articles, and more.

Overview of Salesforce Service Cloud Features

  • Computer Telephony Integration (CTI)
  • Record Types
  • Lead-Contact Account Management
  • Files
  • Salesforce Identity
  • Roles and Permissions
  • Snap-Ins for Live Agent Chat
  • Social Customer Service Pro
  • Knowledge
  • Work Order Management
  • Service Console
  • Customer Community
  • Chatter
  • Community Starter
  • Email Integration with Outlook
  • Advanced Case Management
  • Customer Account Portal
  • Page Layouts
  • Standard Success Plan
  • Asset Management
  • Omni-Channel Supervisor
  • Field Service Dispatch
  • Service Contracts and Entitlements
  • Developer Sandbox
  • Unlimited Online Training
  • Activity Feed
  • Developer Pro Sandbox
  • Topics and Recommendations
  • Data and File Storage
  • Orders Management
  • Omni-Channel Routing
  • Case Auto-Assignment
  • Service Analytics App
  • Social Customer Service Starter Pack
  • Product Tracking
  • Case Milestone Tracker
  • Unlimited Custom Applications
  • Google Apps Integration
  • Custom Profiles
  • AppExchange App Integration
  • Offline Access
  • Lightning App Builder
  • Mobile Messaging (LiveMessage)
  • Case Escalation Rules and Queues
  • Web Services API
  • Opportunity Tracking
  • Workflow and Approval Automation
  • Web and Email Case Capture
  • Task Management
  • Customizable Reports and Dashboards
  • Snap-Ins for Live Video Chat
  • Case Email Auto-Response
  • Advanced Reporting Features
  • Salesforce Mobile App
  • Email Templates

What Problems Will Salesforce Service Cloud Solve?

Problemm #1: A global electronics company needs to properly manage and localize its customer service operations in a particular geography or region. 

Solution: Salesforce Service Cloud’s unified agent experience provides local service agents everything they needs from product pre-sales to post-sales including telephone calls about product features and price; email requests to clarify setup instructions; a live chat to discuss product warranty; and product registration information funneled from web forms. This integrated setup allows local agents to extend service unique and attuned to the needs of customers in the region.

Problem #2: A customer wants to find answers to issues fast and won’t bother to call the company’s customer support hotline.

Solution: Salesforce Service Cloud allows you to create customer self-service portals that you can fill with answers, guides, and tutorials to the most common issues faced by customers so they can quickly find answers. This reduces customer service cost and lessens the load on your agents.

Proble #3: Metrics indicate that processes, workflows and approvals are moving slowly than usual.

Solution: Service Cloud can automate email responses, field updates, task assignments and other repetitive manual chores. This speeds up workflows and make service agents more productive.

Salesforce Service Cloud Position In Our Categories

Position of Salesforce Service Cloud in our main categories:

10

Salesforce Service Cloud is one of the top 10 Customer Support Software products

10

Salesforce Service Cloud is one of the 10 Help Desk Software products

5

Salesforce Service Cloud is one of the top 5 IT Asset Management Software products

10

Salesforce Service Cloud is one of the 10
Customer Support Software products

10

Salesforce Service Cloud is one of the 10
Help Desk Software products

5

Salesforce Service Cloud is one of the 5
IT Asset Management Software products


If you are interested in Salesforce Service Cloud it could also be beneficial to examine other subcategories of Best Customer Support Software collected in our database of B2B software reviews.Call Center Software, Help Desk & Ticketing Software, IT Service Management Software

There are trendy and widely used systems in each software group. But are they automatically the best fit for your organization’s special needs? A trendy software solution may have thousands of subscribers, but does it offer what you need? For this reason, do not blindly spend on popular systems. Read at least a few Salesforce Service Cloud reviews and think about the elements that you want in the software such as the fees, main functionality, available integrations etc. Then, choose a few apps that fit your wants. Check out the free trials of these products, read online comments, get explanations from the maker, and do your investigation meticulously. This exhaustive groundwork is certain to help you select the most excellent software platform for your firm’s unique wants.

How Much Does Salesforce Service Cloud Cost?

Salesforce Service Cloud Pricing Plans:
Free trial
Salesforce Essentials
$25
Lightning Professional
$75
Lightning Enterprise
$150
Lightning Unlimited
$300

Salesforce Service cloud offers 4 SMB and enterprise pricing plans billed annually.

Salesforce Essentials – $25/user per month

Out-of-the-box service solution for up to 5 users

  • Chatter
  • Salesforce Mobile App
  • Files
  • Topics and Recommendations
  • Case Auto-Assignment
  • Web and Email Case Capture
  • Case Email Auto-Response
  • Case Escalation Rules and Queues
  • 1 Service Console App
  • Omni-Channel Routing (Basic)
  • Omni-Channel Supervisor
  • Knowledge (Read-Only)
  • Knowledge (Read-Write)
  • Lead-Contact Account Management
  • Social Customer Service Starter Pack
  • Customizable Reports and Dashboards
  • Opportunity Tracking
  • Task Management, Activity Feed
  • Email Integration with Outlook
  • Google Apps Integration
  • Custom Profiles and Page Layouts
  • Lightning App Builder
  • AppExchange App Integration
  • Email Templates
  • Data Storage Per User
  • File Storage Per User
  • Standard Success Plan
  • Online Case Submission (Two-Day Response)

Lightning Professional – $75/user per month

Complete service CRM for teams of any size

  • All Essentials plan features, plus:
  • Case Milestone Tracker
  • Computer Telephony Integration (CTI)
  • Orders Management
  • Service Contracts and Entitlements
  • Work Order Management
  • Asset Management & Product Tracking
  • Developer Sandbox
  • 5 Process Builder (Processes Per Org)
  • Unlimited Custom Applications
  • 3 Record Types (Per Object)
  • 2 Roles and Permissions

Included at additional cost:

  • Knowledge (Read-Write)
  • Social Customer Service Pro
  • Web Services API
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Lightning Enterprise – $150/user per month

Customizable CRM for comprehensive service

  • All Professional plan features, plus:
  • Advanced Case Management
  • Advanced Reporting Features
  • Offline Access
  • Web Services API
  • 1 Partial Sandbox
  • Process Builder
  • Salesforce Identity
  • Workflow and Approval Automation
  • Record Types
  • Roles and Permissions

Included at additional cost:

  • Knowledge (Read-Write)
  • Mobile Messaging (LiveMessage)
  • Snap-Ins for Live Agent Chat
  • Snap-Ins for Live Video Chat
  • Social Customer Service Pro
  • Customer Community
  • Customer Account Portal
  • Field Service Dispatch
  • Field Service Technician
  • Field Service Contractor Management
  • Service Analytics App
  • Developer Pro Sandbox
  • Full Sandbox
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Lightning Unlimited – $300/user per month

Unlimited CRM power

  • All Enterprise plan features, plus:
  • Knowledge (Read-Write)
  • Snap-Ins for Live Agent Chat
  • Developer Pro Sandbox
  • 1 Full Sandbox
  • 1 Partial Sandbox
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Included at additional cost:

  • Mobile Messaging (LiveMessage)
  • Snap-Ins for Live Video Chat
  • Social Customer Service Pro
  • Customer Community
  • Customer Account Portal
  • Field Service Dispatch
  • Field Service Technician
  • Field Service Contractor Management
  • Service Analytics App

User Satisfaction

We realize that when you make a decision to buy Customer Support Software it’s important not only to see how experts evaluate it in their reviews, but also to find out if the real people and companies that buy it are actually satisfied with the product. That’s why we’ve created our behavior-based Customer Satisfaction Algorithm™ that gathers customer reviews, comments and Salesforce Service Cloud reviews across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

POSITIVE SOCIAL MENTIONS

141

NEGATIVE SOCIAL MENTIONS

4

Video

Technical details

Devices Supported
  • Windows
  • Linux
  • Android
  • iPhone/iPad
  • Mac
  • Web-based
Language Support
  • English
  • Spanish
  • French
  • Italian
  • Dutch
  • Portugese
  • Swedish
Pricing Model
  • Annual Subscription
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING
  • TICKETS

Salesforce Service Cloud User Reviews


Paulette 4 days ago
Verified
user



Rogelio 2 months ago
Verified
user



Lucy 2 months ago
Verified
user



Al 7 months ago
Verified
user


What are Salesforce Service Cloud pricing details?

Salesforce Service Cloud Pricing Plans:
Free trial
Salesforce Essentials
$25
Lightning Professional
$75
Lightning Enterprise
$150
Lightning Unlimited
$300

Salesforce Service cloud offers 4 SMB and enterprise pricing plans billed annually.

Salesforce Essentials – $25/user per month

Out-of-the-box service solution for up to 5 users

  • Chatter
  • Salesforce Mobile App
  • Files
  • Topics and Recommendations
  • Case Auto-Assignment
  • Web and Email Case Capture
  • Case Email Auto-Response
  • Case Escalation Rules and Queues
  • 1 Service Console App
  • Omni-Channel Routing (Basic)
  • Omni-Channel Supervisor
  • Knowledge (Read-Only)
  • Knowledge (Read-Write)
  • Lead-Contact Account Management
  • Social Customer Service Starter Pack
  • Customizable Reports and Dashboards
  • Opportunity Tracking
  • Task Management, Activity Feed
  • Email Integration with Outlook
  • Google Apps Integration
  • Custom Profiles and Page Layouts
  • Lightning App Builder
  • AppExchange App Integration
  • Email Templates
  • Data Storage Per User
  • File Storage Per User
  • Standard Success Plan
  • Online Case Submission (Two-Day Response)

Lightning Professional – $75/user per month

Complete service CRM for teams of any size

  • All Essentials plan features, plus:
  • Case Milestone Tracker
  • Computer Telephony Integration (CTI)
  • Orders Management
  • Service Contracts and Entitlements
  • Work Order Management
  • Asset Management & Product Tracking
  • Developer Sandbox
  • 5 Process Builder (Processes Per Org)
  • Unlimited Custom Applications
  • 3 Record Types (Per Object)
  • 2 Roles and Permissions

Included at additional cost:

  • Knowledge (Read-Write)
  • Social Customer Service Pro
  • Web Services API
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Lightning Enterprise – $150/user per month

Customizable CRM for comprehensive service

  • All Professional plan features, plus:
  • Advanced Case Management
  • Advanced Reporting Features
  • Offline Access
  • Web Services API
  • 1 Partial Sandbox
  • Process Builder
  • Salesforce Identity
  • Workflow and Approval Automation
  • Record Types
  • Roles and Permissions

Included at additional cost:

  • Knowledge (Read-Write)
  • Mobile Messaging (LiveMessage)
  • Snap-Ins for Live Agent Chat
  • Snap-Ins for Live Video Chat
  • Social Customer Service Pro
  • Customer Community
  • Customer Account Portal
  • Field Service Dispatch
  • Field Service Technician
  • Field Service Contractor Management
  • Service Analytics App
  • Developer Pro Sandbox
  • Full Sandbox
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Lightning Unlimited – $300/user per month

Unlimited CRM power

  • All Enterprise plan features, plus:
  • Knowledge (Read-Write)
  • Snap-Ins for Live Agent Chat
  • Developer Pro Sandbox
  • 1 Full Sandbox
  • 1 Partial Sandbox
  • Unlimited Online Training
  • Access to Premier Success Resources
  • 24/7 Toll-Free Support
  • Developer Support
  • Configuration Services
  • Access to Accelerators

Included at additional cost:

  • Mobile Messaging (LiveMessage)
  • Snap-Ins for Live Video Chat
  • Social Customer Service Pro
  • Customer Community
  • Customer Account Portal
  • Field Service Dispatch
  • Field Service Technician
  • Field Service Contractor Management
  • Service Analytics App

What integrations are available for Salesforce Service Cloud?

Salesforce Service Cloud supports integrations with the following business systems, applications and services:

  • Autotask
  • ConnectWise
  • JIRA
  • Salesforce Service Cloud
  • ServiceNow
  • Zendesk
  • Oracle Service Cloud
  • Freshdesk
  • Freshservice
  • Desk.com
  • Help Scout
  • Cherwell Software
  • Wrike
  • SugarCRM
  • Microsoft Dynamics CRM
  • Zoho CRM
  • Netsuite
  • Autotask
  • Close.io
  • ConnectWie
  • Infusionsoft
  • Pipedrive
  • HubSpot CRM
  • Oracle Sales Cloud
  • Base CRM
  • CustomerGauge
  • Act! Essentials
  • Sap Hybrid Cloud for Customers
  • Sage CRM
  • Bullhorn
  • Maximizer CRM
  • Insightly
  • Microsoft Dynamics GP
  • Microsoft Dynamics AX
  • QuickBooks
  • Freshbooks
  • Taxify
  • Sage Intacct
  • Sage 200
  • Tipalti
  • Plaid
  • Shopify
  • Volusion
  • Ecwid
  • Bigcommerce
  • Magento
  • Etsy
  • Woocommerce
  • Weebly
  • SAPAnywhere
  • Epages
  • Oracle Eloqua
  • Marketo
  • HubSpot Marketing
  • Act-On
  • MailChimp
  • Mailjet
  • Allbound
  • Autopilot
  • Constant Contact
  • Kissmetrics
  • Facebook Lead Ads
  • Campaign Monitor
  • iContact

User reviews


User reviews in total: 12

8
4
0
0
0

Average Rating:

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The most favorable review

Paulette

4 days ago


Pros: A majority of our primary activity in Salesforce is case management via our wide range of services. Such functionality is built within a console in assisting our team to be efficient in managing large volumes of cases daily. We're also using our knowledge in helping agents to be efficient in resolving issues. We've made numerous automations via worklow and process builder.

Cons: We were able to develop a community of more than 500 users. We ran through a lot of restrictions during the the customization process. Another issue is how slow it runs. Customization with the console is severely limited. The VF component lacks that "Lightning" look.

The least favorable review

Al

7 months ago


Pros: Tasks have resulted to larger book sizes of account management a lot more maintained. Nothing will ever go missing/overlooked. Outlook e-mail logs, sales, and account management function a lot better by means of Opportunity Identification tracking. The whole platform on its own can be customized. It's geared to being detailed-oriented to suit your organization's needs.

Cons: Its console view could use some update. It needs to look visually attractive. Salesforces' visuals look somewhat old compared to their competitors. It also seems like e-mail from Salesforce doesn't appear to be properly formatted. It needs to be improved.

Published 4 days ago
Verified
user
A majority of our primary activity in Salesforce is case management via our wide range of services. Such functionality is built within a console in assisting our team to...



What do you think about this review? Great Poor
Published 2 months ago
Verified
user
It provides an easy way to provide customer support. Its built in feature lets us easily create, manage and follow up with the tickets.




What do you think about this review? Great Poor
Published 2 months ago
Verified
user
Trust me, customer support is as easy as it gets. The software comes with many helpful features, and it allows me to follow and


What do you think about this review? Great Poor
Published 7 months ago
Verified
user
Tasks have resulted to larger book sizes of account management a lot more maintained. Nothing will ever go missing/overlooked. Outlook e-mail logs, sales, and account...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
The flexibility of the platform as well as its simple configuration lets DUFL to make customizations to our service to each customer. We now have support in customer...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
The infrastructure makes it the most scalable piece of software I’ve ever seen. Flexibility is also undisputable, meaning that seats can be added to support the growth...



What do you think about this review? Great Poor
Published 7 months ago
Verified
user
Some good things to take note of. The service cloud console and feedback tracks interactions made between the CC team and client. Auto recommendations of solutions and...



What do you think about this review? Great Poor
Published 9 months ago
Verified
user
The tool can be expanded to suit your requirements as well as growth. Depending on how you really want to customize things, Salesforce is capable of serving any...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
The flexibility in business use cases. Native case management with a combination of approval process and worklows. Health check on a service done in real-time. This can...



What do you think about this review? Great Poor
Published 10 months ago
Verified
user
It's the new console era. It's super fast. A great portal that you'll want to have your hands on all the time! It made it possible for our organization to scale further...



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