Salesforce Service Cloud

Name: Salesforce Service Cloud
Rating: 4.440026075619296 (767 reviews)

Salesforce Service Cloud

4.4 (767)

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Customer Service & Field Service Management Solutions

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About Salesforce Service Cloud

7 Key Ways Service Cloud Empowers Companies to Deliver Frictionless Service:

CONSOLE
With Service Cloud, you can manage all of your cases faster, in a unified agent experience. And the Salesforce1 Platform makes the console really sing — on your desktop and mobile devices.

COMMUNITIES
Service Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.

MULTI-CHANNEL
Multi-channel customer service is a whole new ballgame. With connected objects and predictive intelligence, Service Cloud gives you the power to provide the customer service of the future. Now.

KNOWLEDGE
Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them.

SOCIAL SERVICE
Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.

AGENT COLLABORATION
With Chatter, agents can quickly escalate cases to experts to close cases faster. And with the Salesforce1 Platform, your Chatter feed is integrated into the Service Cloud console for a truly unified experience, whether at your desktop or on a mobile device.

MOBILE
Manage Service Cloud cases from anywhere with the Salesforce1 Platform — the fastest, smartest platform for customer service.

Pricing starting from:

US$25.00/month

Free Version
Free Trial
Subscription

Free Trial

Key benefits of Salesforce Service Cloud

-Increased Customer Satisfaction

-Increased Agent Productivity

-Decreased Support Costs

-Integration to Platform Ecosystem

-Companies can now deliver a full range of self-service options so that customers can
help themselves, which leads to increased Customer Satisfaction and decreased Support Costs.

-By empowering Agents with all of the information they need to resolve customer in a single interface drives increased Agent Productivity.

-The Salesforce platform allows companies customize business processes and leverage the pre-built integrations with the ecosystem of ISV and partner applications.

Typical Customers

Freelancers
Small Businesses (2-50)
Mid-size Companies (51-500)
Large enterprises (500 and more)

Deployment

Cloud-based
On-premise

Markets

Australia, Austria, Belgium, Brazil, Canada and 28 others

Supported Languages

Chinese, Dutch, English, French, German and 8 others

Pricing starting from:

US$25.00/month

Free Version
Free Trial
Subscription

Free Trial

Images

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Features

Total features of Salesforce Service Cloud: 215

API
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
Alerts/Escalation
Alerts/Notifications
Appointment Management

Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Routing
Automated Scheduling

Automatic Call Distribution
Autoresponders
Availability Management
Billing & Invoicing
Blended Call Center
Budgeting/Forecasting
CRM
Calendar Management

Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting

Call Tracking
Call Transfer
Callback Scheduling
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management

Catalog Management
Change Management
Chat/Messaging
Client Portal
Code Enforcement
Collaboration Tools
Commenting/Notes
Communication Management

Compliance Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Content Library
Content Management

Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Management
Customizable Branding

Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Delivery Tracking

Discussions/Forums
Dispatch Management
Document Management
Document Storage
Drag & Drop
Driver Management
Electronic Signature
Email Alerts

Email Management
Email Templates
Email Tracking
Employee Database
Employee Management
Employee Scheduling
Equipment Maintenance
Event Logs

Event Triggered Actions
Feedback Management
File Management
File Sharing
File Storage
Fixed Asset Management
For Call Centers
For Insurance Industry

For iPad Devices
Forms Management
Fuel Tracking
Full Text Search
GPS
Geotargeting
Help Desk Management
Historical Reporting

IT Asset Management
IT Incident Management
IVR Software
Inbound Call Center
Incident Management
Incident Reporting
Inspection Management
Interaction Tracking

Inventory Control
Inventory Management
Investigation Management
Issue Management
Issue Tracking
Job Costing
Job Management
Job Scheduling

Job Tracking
Knowledge Base Management
Knowledge Management
Labor Forecasting
Lead Distribution
Lead Management
Live Chat
Live Driver Tracking

Location Tracking
Macros/Templated Responses
Maintenance Scheduling
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Management

Multi-Language
Multi-Location
Offline Form
Online Forums
Online Time Clock
Order Management
Order Tracking
Outbound Call Center

Payment Collection in the Field
Performance Management
Performance Metrics
Permit Issuance
Predictive Dialer
Prioritization
Proactive Chat
Problem Management

Progressive Dialer
Project Management
Purchasing & Receiving
Quality Assurance
Queue Management
QuickBooks Integration
Quotes/Estimates
Real-Time Analytics

Real-Time Chat
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Real-Time Updates
Real-time Consumer-facing Chat
Records Management

Release Management
Reminders
Reporting & Statistics
Reporting/Analytics
Risk Alerts
Risk Analysis
Risk Assessment
Route Optimization

Routing
SMS Messaging
Safety Incident Management
Sales Pipeline Management
Scheduling
Screen Sharing
Search/Filter
Self Service Portal

Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Shipping Management
Single Sign On
Social Media Integration
Social Media Monitoring

Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Taxation & Assessment

Technician Management
Territory Management
Third-Party Integrations
Ticket Management
Time & Attendance
Time Tracking
Transcripts/Chat History
Transfers/Routing

Transportation Management
Utility Billing
Virtual Assistant
Website Integration
Widgets
Work Order Management
Workflow Management

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Reviews

Overall rating

4.4 /5

(767)

Value for Money

4.2/5

Features

4.4/5

Ease of Use

4.1/5

Customer Support

4.2/5

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Showing 5 reviews of 767 Read all reviews

Showing 5 reviews of 767

Romy

Overall rating

Industry: Staffing & Recruiting
Company size: 1,001–5,000 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 10.0 /10

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Reviewed on 18/08/2018

SalesForce is a great tool that will help small to big companies in driving revenue, and helping...

SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

Pros

We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Cons

What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Cassandra

Overall rating

Industry: Telecommunications
Company size: 11–50 Employees
Used Weekly for 1+ year
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 9.0 /10

Salesforce - A must for CRM

Reviewed on 24/04/2023

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...

Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.

Pros

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Cons

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

Alternatives Considered

HubSpot CRM

Reasons for Switching to Salesforce Service Cloud

We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.

Justine

Overall rating

Industry: Financial Services
Company size: 11–50 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 4.0 /10

Good at first

Reviewed on 10/11/2021

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...

We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

Pros

At first it represented a really good customisable solution.

Cons

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

Joemar

Overall rating

Industry: Banking
Company size: 10,000+ Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 9.0 /10

Salesforce Review

Reviewed on 16/06/2024

I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support

Pros

The user interface is less complicated and the ticket are well organize

Cons

It freezes during new changes are being implemented

Jeffrey

Overall rating

Industry: Nonprofit Organization Management
Company size: 2–10 Employees
Used Daily for 2+ years
Review Source

Overall rating

Value for Money
Ease of Use
Customer Support
Likelihood to recommend 7.0 /10

A bit of an investment, but well worth it if fully utilized.

Reviewed on 04/08/2023

Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of...

Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Pros

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Cons

The upfront cost is more than other programs.

Alternatives Considered

HubSpot Marketing Hub, Amazon S3 and SAP Concur

Reasons for Switching to Salesforce Service Cloud

This software seemed more comprehensive, customizable and is the CRM standard.

Showing 5 reviews of 767 Read all reviews

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following pricing plans:

Starting from: US$25.00/month
Pricing model: Subscription
Free Trial: Available

Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually.

Q. Who are the typical users of Salesforce Service Cloud?

Salesforce Service Cloud has the following typical customers:

Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000

Q. What languages does Salesforce Service Cloud support?

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese

Q. Does Salesforce Service Cloud support mobile devices?

Salesforce Service Cloud supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

Q. What other apps does Salesforce Service Cloud integrate with?

Salesforce Service Cloud integrates with the following applications:

CRM Analytics, ChannelInsight, Desk.com, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Moxie Concierge Email Management, NICE CXone, Natterbox, Quip, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, SalesforceIQ, Talkdesk, Transera, Vonage Contact Center, Workforce Optimization (WFO)

Q. What level of support does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Salesforce Service Cloud.