This content is currently locked.

Your current Info-Tech Research Group subscription does not include access to this content. Contact your account representative to gain access to Premium SoftwareReviews.

Contact Your Representative

Or Call Us:
1-888-670-8889 (US/CAN) or
+1-519-432-3550 (International)

Salesforce.com Inc

Salesforce Service Cloud

8.1 /10

140 Reviews Write a Review

What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support.

Company Details

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Salesforce Service Cloud won the following awards in the Customer Service - Enterprise category

Filter By

0 Top Rated Capabilities

1 Top Rated Features

Latest Award, 2024

0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

Salesforce Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Service Cloud.

83 Likeliness to Recommend

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

{y}

{name}

Emotional Footprint Overview

+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?

4% Negative

11% Neutral

85% Positive

Pros

Respectful
Security Protects
Reliable
Acts with Integrity

Feature Ratings

Average 78

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Agent Collaboration

Contact Center Integration

Multi Channel Support

Customer Self Service Capabilities

Customer Service Workflow Management

Agent Scripting

Vendor Capability Ratings

Average 76

Breadth of Features

Business Value Created

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Ease of IT Administration

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Salesforce Service Cloud Reviews

John H.

Role: Sales Marketing
Industry: Manufacturing
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jul 2021

Accurate and fast search engine could be better

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

breath of features and accuracy

What is your favorite aspect of this product?

large database capable of storing history

What do you dislike most about this product?

search engine

What recommendations would you give to someone considering this product?

Well worth it, adds value to your business

Pros

Enables Productivity
Trustworthy
Security Protects
Reliable

Cons

Vendor Friendly Policies

Role: Information Technology
Industry: Engineering
Involvement: IT Leader or Manager

Validated Review

Anonymous Reviewer

Submitted Jul 2021

Best Product available in the market

Likeliness to Recommend

10 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mahalingam S.

Role: Information Technology
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Jun 2021

Service Cloud - Core Product to have

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

Integration with the Core Salesforce platform features like Einstein search that will be very helpful to bring the most relevant knowledge articles to the support representatives and save the time to resolve the customers issues.

What is your favorite aspect of this product?

The live agent feature of service cloud console is what I like the most about service cloud. Other notable features are case escalation, milestone tracking and reporting,

What do you dislike most about this product?

The entitlement model setup process is cumbersome and you will have to understand the implications of costs associated with them as well as licensing is separate and you need to design your SLAs and Service Contracts around it

What recommendations would you give to someone considering this product?

A definite must have if you would like to completely streamline your service experience and the cost will be worth the value delivered in the long run.

Pros

Continually Improving Product
Performance Enhancing
Respectful
Reliable

Latest Research

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Need Assistance?

Awards & Recognition

Salesforce Service Cloud Ratings

83 Likeliness to Recommend

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+82 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Salesforce Service Cloud Reviews

John H.

Accurate and fast search engine could be better

Likeliness to Recommend

Pros

Cons

Best Product available in the market

Likeliness to Recommend

Pros

Mahalingam S.

Service Cloud - Core Product to have

Likeliness to Recommend

Pros

Title

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Intelligent Search

Mobile Customer Care

Agent Collaboration

Contact Center Integration

Multi Channel Support

Customer Self Service Capabilities

Customer Service Workflow Management

Agent Scripting

Vendor Capability Ratings

Breadth of Features

Business Value Created

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Ease of IT Administration

Ease of Implementation

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement