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Salesforce.com Inc

Salesforce Service Cloud

8.1 /10

139 Reviews Write a Review

What is Salesforce Service Cloud?

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

Company Details

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Awards & Recognition

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

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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

2
Since last award

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+81 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 Implementation

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Salesforce Service Cloud Reviews

Pranjal P.

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

Validated Review

Verified Reviewer

Submitted Apr 2021

Customer Service and Support

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Meet the customers on their preferred channels such as mobile phones, web, email, chat etc. Unified platform managing all the cases assigned to agents they can prioritize the task. Knowledge base helps to resolve the issue faster.

What is your favorite aspect of this product?

It can manage customers from any device from anywhere as it provides mobile applications. Service cloud communities help users to help each other.

What do you dislike most about this product?

Customization is not easy

What recommendations would you give to someone considering this product?

It is an easy to use and a very helpful tool to solve customer issues

Pros

Continually Improving Product
Enables Productivity
Unique Features
Client Friendly Policies

Tanza S.

Role: Consultant
Industry: Consulting
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Sep 2020

Great product and concept, need end user buy in

Likeliness to Recommend

7 /10

What differentiates Salesforce Service Cloud from other similar products?

Even though it is a "packaged" product, there is a decent amount of customization.

What is your favorite aspect of this product?

Being able to effectively integrate the platform.

What do you dislike most about this product?

It has been a challenge to get end user "buy in".

What recommendations would you give to someone considering this product?

Know how to effectively roll out this platform to all end users and get buy in before hand

Pros

Performance Enhancing
Unique Features
Effective Service
Inspires Innovation

Cons

Less Productive
Less Friendly Negotiation

John H.

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

Validated Review

Verified Reviewer

Submitted Jun 2020

Easy to use, search engine could be improved but o

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

scalability and breath of features

What is your favorite aspect of this product?

speed and accuracy

What do you dislike most about this product?

some screens block you during set ups

What recommendations would you give to someone considering this product?

It's a good product and will help you be more productive

Pros

Helps Innovate
Continually Improving Product
Reliable
Saves Time

Cons

Less Efficient Service
Under Delivered
Less Transparent

Latest Research

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Need Assistance?

Awards & Recognition

Salesforce Service Cloud Ratings

83 Likeliness to Recommend

2 Since last award

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+81 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 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.

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

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

Pranjal P.

Customer Service and Support

Likeliness to Recommend

Pros

Tanza S.

Great product and concept, need end user buy in

Likeliness to Recommend

Pros

Cons

John H.

Easy to use, search engine could be improved but o

Likeliness to Recommend

Pros

Cons

Title

2
Since last award

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 Implementation

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement