What is Salesforce Service Cloud?
Service Cloud customer service software gives you faster, smarter customer support.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
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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
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?
Pros
- Respectful
- Security Protects
- Reliable
- Acts with Integrity
Emotional Footprint
How to Read
Positive
Neutral
Negative
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
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
Quality of Features
Ease of IT Administration
Availability and Quality of Training
Ease of Customization
Product Strategy and Rate of Improvement
Salesforce Service Cloud Reviews
Chandan T.
- Role: Information Technology
- Industry: Technology
- Involvement: IT Development, Integration, and Administration
Submitted Mar 2024
Awesome SaaS CRM and various solutions
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is combination of all the tech stacks combined and not just an CRM tool. In this software you can have single view of customer and all the teams of your organisation can see 360 degree view of a customer and take up the business accordingly.
What is your favorite aspect of this product?
Quick option to add update. Response to the customers ask, add details for the sales and marketing team. Add customer contact so that details can be shared by just adding customer name.
What do you dislike most about this product?
Nothing much to dislike, I hope company will make the UI bit easier and provide some AI features to add comments etc faster.
What recommendations would you give to someone considering this product?
Please do the reaserch and check which product is suitable. As far as our requirement was concern, SF was right fit.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
Christopher C.
- Role: Human Resources
- Industry: Entertainment
- Involvement: End User of Application
Submitted Mar 2024
Integrating Salesforce Service Cloud is very easy
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
It is an excellent tool because it is easy to use and covers all the needs of a company. It helps maintain data and optimize productivity, both of which contribute to satisfied customers.
What is your favorite aspect of this product?
Easy integration, a service console, automated case routing, customizable dashboards and reports, and dial-up connectivity to popular providers like Cisco, BT, and Avaya are some of the best features of Salesforce Service Cloud. The most important thing for me is how easy the case management system is to use.
What do you dislike most about this product?
The tabs can be a little complex at times, making it difficult for beginners to navigate and receive all the information they need.
What recommendations would you give to someone considering this product?
Customers can submit issues and we can track them to ensure they get the right resolution using the Salesforce cloud service.
Pros
- Continually Improving Product
- Unique Features
- Efficient Service
- Saves Time
Jennifer L.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: Business Leader or Manager
Submitted Mar 2024
Pricey. Not worth the money. Features disappoint.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce service cloud is 3 x more expensive than Zoho and only meets 30% of our requirements. We have procured other suppliers to make up our requirements, so spending extra on telephony, reporting, email marketing, live chat with other suppliers. It’s also hard to maintain and the teams of guidance are confusing. The expensive decision was made to procure Salesforce before my time.
What is your favorite aspect of this product?
Duplicate records are highlighted to you
What do you dislike most about this product?
Most of it
What recommendations would you give to someone considering this product?
Shop elsewhere it’s highly inflated for what it does, not worth the money. IT support is terrible.
Pros
- Security Protects
Cons
- Less Respectful
- Less Fair
- Vendor's Interest First