Salesforce Service Cloud Logo Award Winner Product Badge
Salesforce Service Cloud Logo Award Winner Product Badge
Salesforce.com Inc

Salesforce Service Cloud

Composite Score
8.2 /10
CX Score
8.4 /10
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Category
Salesforce Service Cloud
8.2 /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.

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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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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+83 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
10% Neutral
87% Positive

Pros

  • Respectful
  • Security Protects
  • Reliable
  • Acts with Integrity

Feature Ratings

Average 79

Analytics and Reporting

83

Customer Service Knowledge Management

81

Customer Community Management

81

Mobile Customer Care

81

Agent Collaboration

80

Intelligent Search

80

Contact Center Integration

79

Customer Service Workflow Management

78

Multi Channel Support

78

Agent Scripting

78

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

78

Ease of IT Administration

77

Vendor Support

76

Ease of Implementation

76

Availability and Quality of Training

76

Ease of Customization

75

Quality of Features

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

Vivek K.

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

Submitted Mar 2024

Fantastic features with user friendly experience.

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Great customer support experience. Comprehensive CRM Integration. Extensive Customization and Flexibility. Community and Knowledge Management.

What is your favorite aspect of this product?

Unified Customer View. Omnichannel Support.

What do you dislike most about this product?

Steep Learning Curve for new users. Salesforce Service Cloud is known for being a premium product, and the associated costs can be prohibitive for small businesses or startups with limited budgets.

What recommendations would you give to someone considering this product?

Start with a Pilot Implementation. Consider Integration Needs. Plan for Training and Adoption. Take the time to research and evaluate Salesforce Service Cloud thoroughly. Familiarize yourself with its features, functionalities, and pricing structure. Consider reaching out to Salesforce representatives for product demonstrations or attending webinars to gain a deeper understanding of how Service Cloud can meet your needs.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity

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