Salesforce Service Cloud Logo
Salesforce Service Cloud Logo
Salesforce.com Inc

Salesforce Service Cloud

8.1 /10
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In Partnership With SelectHub

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Salesforce Service Cloud
8.1 /10

What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.

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Awards & Recognition

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

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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.

84 Likeliness to Recommend

1
Since last award

94 Plan to Renew

81 Satisfaction of Cost Relative to Value

1
Since last award


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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?

3% Negative
11% Neutral
86% Positive

Pros

  • Respectful
  • Security Protects
  • Reliable
  • Acts with Integrity

Feature Ratings

Average 79

Analytics and Reporting

82

Customer Service Knowledge Management

81

Customer Community Management

80

Mobile Customer Care

80

Intelligent Search

79

Contact Center Integration

79

Agent Collaboration

79

Multi Channel Support

78

Customer Service Workflow Management

77

Agent Scripting

77

Customer Self Service Capabilities

77

Vendor Capability Ratings

Average 76

Business Value Created

79

Breadth of Features

79

Ease of Data Integration

78

Usability and Intuitiveness

77

Vendor Support

77

Ease of IT Administration

76

Ease of Implementation

76

Availability and Quality of Training

76

Quality of Features

75

Ease of Customization

75

Product Strategy and Rate of Improvement

74

Salesforce Service Cloud Reviews

Anand Kumar M.

  • Role: Sales Marketing
  • Industry: Consulting
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Salesforce is a great CRM with great features

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce is very user-friendly and built in filters to segregate the data for easier analysis of data.

What is your favorite aspect of this product?

The inbuilt filters.

What do you dislike most about this product?

Nothing as such.

What recommendations would you give to someone considering this product?

Please go ahead.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Praveen B.

  • Role: Operations
  • Industry: Media
  • Involvement: Business Leader or Manager
Validated Review
Verified Reviewer

Submitted Mar 2024

It's a well executed API interface - Go for it.

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce is more customizable, with an extensive app store and a well-executed API interface. It's generally better for more complex.

What is your favorite aspect of this product?

You can send promotional messages with WhatsApp and push notifications, and shared inbox is only available with Salesforce Sales Cloud or Service Cloud.

What do you dislike most about this product?

One of the biggest downsides to using Salesforce is that it can get pretty pricey, especially if you are a small to medium-sized business.

What recommendations would you give to someone considering this product?

It is user friendly and cost efficient.

Pros

  • Helps Innovate
  • Continually Improving Product
  • Reliable
  • Performance Enhancing

Roxanne S.

  • Role: Human Resources
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Service Cloud improves our customer service

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Having used Service Cloud at several companies, I can attest to its ease of use. Whenever necessary, we can make adjustments to reduce the appearance of antipatterns.

What is your favorite aspect of this product?

Thanks to the cloud service, we can dedicate more resources to processing complex telephone conversations and less to AHT for transactional service, which contributes to better customer handling. By doing so, we can offer our customers the best service possible.

What do you dislike most about this product?

For some things, such as comments, there are several possible implementations. Team integration is lacking.

What recommendations would you give to someone considering this product?

We can provide our customers and co-workers with an exceptional colleague experience with the help of cloud service. We can consolidate all your systems into one.

Pros

  • Continually Improving Product
  • Reliable
  • Efficient Service
  • Saves Time