Salesforce Service Cloud

Customer Service & Field Service Management Solutions

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:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Salesforce Service Cloud

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.

Devices

Business size

S M L

Markets

Austria, Australia, Brazil, Canada, China, Germany, United Kingdom, Ireland, India, Japan, Mexico, Netherlands, United States

Supported Languages

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, zh-hant

Pricing starting from:

N/A

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Salesforce Service Cloud

Images

Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2
Salesforce Service Cloud Software - 3
Salesforce Service Cloud Software - 4
Salesforce Service Cloud Software - 5
Salesforce Service Cloud Software - 6
Salesforce Service Cloud Software - 7
Salesforce Service Cloud Software - 8
View 9 more
Salesforce Service Cloud video
Salesforce Service Cloud Software - 1 Salesforce Service Cloud Software - 2 Salesforce Service Cloud Software - 3 Salesforce Service Cloud Software - 4 Salesforce Service Cloud Software - 5 Salesforce Service Cloud Software - 6 Salesforce Service Cloud Software - 7 Salesforce Service Cloud Software - 8

Features

Total features of Salesforce Service Cloud: 182

  • API
  • Access Controls/Permissions
  • Accounting Integration
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Animal Licensing
  • Appointment Management
  • Approval Process Control
  • Archiving & Retention
  • Asset Lifecycle Management
  • Asset Tracking
  • Assignment Management
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Availability Management
  • Bid Management
  • Billing & Invoicing
  • Blended Call Center
  • Budgeting/Forecasting
  • CRM
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Scripting
  • Call Transfer
  • Caller ID
  • Campaign Management
  • Canned Responses
  • Capacity Management
  • Case Management
  • Categorisation/Grouping
  • Change Management
  • Chat/Messaging
  • Client Portal
  • Code Enforcement
  • Code Maintenance
  • Collaboration Tools
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Cost Recovery
  • Customer Complaint Tracking
  • Customer Database
  • Customer Experience Management
  • Customer History
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard
  • Data Import/Export
  • Dispatch Management
  • Document Management
  • Document Storage
  • Drag & Drop
  • Electronic Signature
  • Email Management
  • Email Templates
  • Email Tracking
  • Equipment Maintenance
  • Event Triggered Actions
  • Fee Management
  • Feedback Management
  • File Sharing
  • File Storage
  • Fixed Asset Management
  • For Small Businesses
  • For iPad Devices
  • Forms Management
  • Fund Accounting
  • GIS Integration
  • GPS
  • Geotargeting
  • Historical Reporting
  • IT Asset Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Incident Management
  • Inspection Management
  • Interaction Tracking
  • Inventory Control
  • Inventory Management
  • Issue Management
  • Issue Tracking
  • Job Costing
  • Job Management
  • Job Scheduling
  • Job Tracking
  • Knowledge Base Management
  • Knowledge Management
  • Land Planning
  • Lead Distribution
  • License Issuance
  • Live Chat
  • Macros/Templated Responses
  • Manual Dialer
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Channel Management
  • Multi-Language
  • Multi-Location
  • Multiple User Accounts
  • Network Monitoring
  • Offline Form
  • Online Forums
  • Online Time Clock
  • Outbound Call Center
  • Parking Management
  • Payment Collection in the Field
  • Performance Management
  • Performance Metrics
  • Permit Issuance
  • Photo Management
  • Planning & Zoning
  • Predictive Dialer
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Property Database
  • Purchasing & Receiving
  • Quality Assurance
  • Queue Management
  • Quotes/Estimates
  • Real Time Monitoring
  • Real-Time Chat
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Records Management
  • Release Management
  • Remote Access/Control
  • Reporting & Statistics
  • Reporting/Analytics
  • Role-Based Permissions
  • Routing
  • Rules-Based Workflow
  • SMS Messaging
  • Scheduling
  • Screen Sharing
  • Self Service Portal
  • Service Catalog
  • Service History
  • Service Level Agreement (SLA) Management
  • Service Request Management
  • Single Sign On
  • Social Media Integration
  • Social Media Monitoring
  • Status Tracking
  • Support Ticket Management
  • Support Ticket Tracking
  • Survey/Poll Management
  • Surveys & Feedback
  • Task Management
  • Taxation & Assessment
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Utility Billing
  • Video Support
  • Violation Tracking
  • Virtual Assistant
  • Website Integration
  • Website Visitor Tracking
  • Weed Abatement Control
  • Work Order Management
  • Workflow Configuration
  • Workflow Management

Alternatives

sales-i

3.9
#1 Alternative to Salesforce Service Cloud
sales-i is a customer intelligence and CRM solution that helps to understand sales data and measure performance through...

HubSpot CRM

4.5
#2 Alternative to Salesforce Service Cloud
Save valuable selling time with HubSpot CRM that takes care of all the little details from recording calls, logging...

SharpSpring from Constant Contact

4.6
#3 Alternative to Salesforce Service Cloud
SharpSpring, an affordable marketing automation alternative to HubSpot and Marketo, specializes in lead generation and...

Zoho CRM

4.2
#4 Alternative to Salesforce Service Cloud
Zoho CRM is a cloud-based customer relationship management (CRM) software that helps businesses of all sizes close...

Reviews

Overall rating

4.4 /5
(529)
Value for Money
4.1/5
Features
4.3/5
Ease of Use
4.0/5
Customer Support
4.2/5

Already have Salesforce Service Cloud?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Write a Review!
Showing 5 reviews of 529
Jordan C. Jordan C.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

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

Awesome Ticketing System

Reviewed on 08/08/2019

Users are really more productive than previous tool

Users are really more productive than previous tool

Pros

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Shalom L. Shalom L.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11-50 Employees
  • Used Weekly for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 8.0 /10

Sales Business brand

Reviewed on 03/06/2021

Pros

You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Cons

Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

Alternatives Considered

Zoho CRM and HubSpot CRM

Reasons for Choosing Salesforce Service Cloud

This system is more complete and many more details

Switched From

Zoho CRM

Reasons for Switching to Salesforce Service Cloud

This system is more complete and many more details
Andrew A. Andrew A.
Overall rating
  • Industry: Information Technology & Services
  • Company size: 1,001-5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 8.0 /10

Complex, but worth the learning curve

Reviewed on 07/10/2021

Pros

Salesforce Service Cloud has made it so much easier to customize our frontline agents' experience, with integrated knowledge hubs, tooling, and more.

Cons

There's definitely a learning curve, but ultimately I feel that the benefits are worth the time investment that the team had to make.

Govindraj S. Govindraj S.
Overall rating
  • Industry: Hospitality
  • Company size: 11-50 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support
  • Likelihood to recommend 0.0 /10

Complex customer support software

Reviewed on 10/11/2020

We tried our best to customise Salesforce and for a year we used it but we found that the kind of...

We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Loren R. Loren R.
Overall rating
  • Industry: Wholesale
  • Company size: 11-50 Employees
  • Used for 1+ year
  • Review Source

Overall rating

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

Salesforce Service Cloud

Reviewed on 03/08/2021

Generally positive as far as helping to make us more professional as an organization, e.g.,...

Generally positive as far as helping to make us more professional as an organization, e.g., retaining sales projects status and contact information.

Pros

Access from the cloud and data retention is great. When a salesperson left our company, we were able to easily see what the employee was working on, including last e-mails, quotes and buyers' contact information.

Cons

It was problematic with our accounting software to achieve an efficient integration, e.g., pulling sales data from our system into Salesforce. It also was a bit complicated as far as integrating Outlook with Salesforce to link e-mail correspondence.

Alternatives Considered

sales-i
Showing 5 reviews of 529 Read all reviews

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Salesforce Service Cloud offers the following pricing plans:

  • Starting from:
  • Pricing model: Subscription
  • Free Trial: Available

Lightning Essentials: $25 / user / month Lightning Professional: $75 / user/ month Lightning Enterprise: $150 / user/ month Lightning Performance: $300 / user/ month All plans are billed annually.

Salesforce Service Cloud has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

Salesforce Service Cloud supports the following languages:

Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, zh-hant

Salesforce Service Cloud supports the following devices:

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

Salesforce Service Cloud integrates with the following applications:

ChannelInsight, Desk.com, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, Monet Live WFO, Moxie Concierge Email Management, NICE CXone, Natterbox, Quip, Salesforce Analytics Cloud, Salesforce Essentials, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, SalesforceIQ, Swiftype, Talkdesk, Transera, Vonage Contact Center

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.