Price

$25

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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 tool that lets users engage and interact with their customers using all known business channels and avenues, be it video or even social media. This particular tool helps businesses manage customer cases and other issues from a single, unified interface, accessible via laptop, tablet, and smartphone.

Customers can also enjoy the benefits of Salesforce 1 Service Cloud as they can tap into the system’s knowledge base and get in touch with other members of the communities as they look for solutions for their issues. With this kind of setup, Salesforce Service Cloud becomes a platform that increases customer loyalty and improve customer retention.

The system also offers a variety of useful integrations with Salesforce products and third-party applications, covering providers such as Desk.com, Vocalcom, InGenius, FinancialForce HCM, Five9, and many others. The pricing scheme, as expected from Salesforce, is very flexible and suitable for companies from all scales and industries. A free trial where you can examine the features is also available.

Overview of Salesforce Service Cloud Benefits

Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. The listed advantages are just some of the many good things that make Salesforce Service Cloud a smart choice. To strat with, this system unites all relevant help desk processes on a single platform, from where users can deliver immediate and reliable customer service. A variety of interaction modules are also available for companies to engage customers in alternative ways, including rich knowledge bases, social media profiles, service centers, and much more.

Another thing that makes businesses worldwide choose Salesforce Service Cloud for their needs is mobile connectivity, knowing that customers can be served from virtually any device. Agents can easily use their smartphones and tablets to solve customer queries, without worrying at the same time about the quality of the experience they provide. With this product, you will simply have a complete help desk suite to use at any time, and on any location.

Service provided with Salesforce product is highly personalized, and makes customers feel as your priority regardless of how many agents you have available. It is because Salesforce Service is predominantly a predictive service, which helps forecast queries and prevent problems before they’ve even happened.

To make matters even better, developers decided to boost efficiency with a smart collaboration suite, thanks to which agents share their expertise, and cover for each other in critical situations. The suite can also be used for communication and document sharing purposes, so that agents can also discuss problems and prevent their escalation together. From a manager’s perspective, these means that all team members will remain the loop, and that he can easily track and evaluate their performance without immediate customer feedback.

Overview of Salesforce Service Cloud Features

  • Goals, coaching, and rewards for teams
  • Dynamic Knowledgebase
  • Live Agent Web Chat
  • Contract & Entitlement Management
  • Workflow & Approval Automation
  • Agent & Team Collaboration
  • Social Integration
  • Web & Email Case Capture
  • APIs
  • Case Management (Auto-assignment, rules & queues)
  • CTI Integration
  • Asset Management & Product Tracking
  • Role Permissions
  • Customizable Reporting & Analytics
  • Multi-Lingual
  • Customizable Agent Console
  • Mobile
  • Self-Service Community

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

10

Salesforce Service Cloud is one of the top 10 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

10

Salesforce Service Cloud is one of the 10
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:

Lightning Essentials – $25/user per month (billed annually)

  • 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
  • Lead-Contact Account Management
  • Social Customer Service Starter Pack
  • Work Order Management
  • Asset Management and Product Tracking
  • Customizable Reports and Dashboards
  • Opportunity Tracking
  • Track key details about every deal
  • 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 (billed annually)

  • All Essentails features, plus:
  • Omni-Channel Supervisor
  • Case Milestone Tracker
  • CTI Integration
  • Orders Management
  • Service Contracts and Entitlements
  • Work Order Management
  • Asset Management and Product Tracking
  • 5 Process Builder (Processes Per Org)
  • Unlimited Custom Applications
  • 3 Record Types (Per Object)
  • 2 Roles and Permissions

Lightning Enterprise – $150/user per month (billed annually)

  • All Professional features, plus:
  • Salesforce Identity
  • Workflow and Approval Automation
  • Offline Access
  • Web Services API
  • 1 Partial Sandbox

Lightning Unlimited – $300/user per month (billed annually)

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

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
  • Windows Mobile
Language Support
  • English
Pricing Model
  • Monthly payment
Customer Types
  • Small Business
  • Large Enterprises
  • Medium Business
  • Freelancers
Deployment
  • Cloud Hosted

What Support Does This Vendor Offer?

  • EMAIL
  • PHONE
  • TRAINING
  • TICKETS

Salesforce Service Cloud User Reviews


Paulette 3 months ago
Verified
user



Rogelio 3 months ago
Verified
user



Lucy 3 months ago
Verified
user



Al 4 months ago
Verified
user


What are Salesforce Service Cloud pricing details?

Salesforce Service Cloud Pricing Plans:

Lightning Essentials – $25/user per month (billed annually)

  • 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
  • Lead-Contact Account Management
  • Social Customer Service Starter Pack
  • Work Order Management
  • Asset Management and Product Tracking
  • Customizable Reports and Dashboards
  • Opportunity Tracking
  • Track key details about every deal
  • 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 (billed annually)

  • All Essentails features, plus:
  • Omni-Channel Supervisor
  • Case Milestone Tracker
  • CTI Integration
  • Orders Management
  • Service Contracts and Entitlements
  • Work Order Management
  • Asset Management and Product Tracking
  • 5 Process Builder (Processes Per Org)
  • Unlimited Custom Applications
  • 3 Record Types (Per Object)
  • 2 Roles and Permissions

Lightning Enterprise – $150/user per month (billed annually)

  • All Professional features, plus:
  • Salesforce Identity
  • Workflow and Approval Automation
  • Offline Access
  • Web Services API
  • 1 Partial Sandbox

Lightning Unlimited – $300/user per month (billed annually)

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

What integrations are available for Salesforce Service Cloud?

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

  • Planyo
  • SumTotal Maestro
  • SmarterU LMS
  • Freshdesk
  • FinancialForce HCM
  • InGenius
  • Fathom Voice
  • ExpertusOne
  • Desk.com
  • Vocalcom
  • Intuit QuickBase
  • FinancialForce Accounting
  • SightCall
  • Five9
  • Radian6

User reviews


User reviews in total: 12

8
4
0
0
0

Average Rating:

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The most favorable review

Paulette

3 months 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

4 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 3 months 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 3 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 3 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 4 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 5 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 5 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 5 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 7 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 7 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 8 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...



What do you think about this review? Great Poor

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