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
94 Plan to Renew
80 Satisfaction of Cost Relative to Value
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?
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 IT Administration
Ease of Implementation
Quality of Features
Availability and Quality of Training
Ease of Customization
Product Strategy and Rate of Improvement
Salesforce Service Cloud Reviews
John H.
- Role: Sales Marketing
- Industry: Manufacturing
- Involvement: Business Leader or Manager
Submitted Jul 2021
Accurate and fast search engine could be better
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
breath of features and accuracy
What is your favorite aspect of this product?
large database capable of storing history
What do you dislike most about this product?
search engine
What recommendations would you give to someone considering this product?
Well worth it, adds value to your business
Pros
- Enables Productivity
- Trustworthy
- Security Protects
- Reliable
Cons
- Vendor Friendly Policies
- Role: Information Technology
- Industry: Engineering
- Involvement: IT Leader or Manager
Submitted Jul 2021
Best Product available in the market
Likeliness to Recommend
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Mahalingam S.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Jun 2021
Service Cloud - Core Product to have
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Integration with the Core Salesforce platform features like Einstein search that will be very helpful to bring the most relevant knowledge articles to the support representatives and save the time to resolve the customers issues.
What is your favorite aspect of this product?
The live agent feature of service cloud console is what I like the most about service cloud. Other notable features are case escalation, milestone tracking and reporting,
What do you dislike most about this product?
The entitlement model setup process is cumbersome and you will have to understand the implications of costs associated with them as well as licensing is separate and you need to design your SLAs and Service Contracts around it
What recommendations would you give to someone considering this product?
A definite must have if you would like to completely streamline your service experience and the cost will be worth the value delivered in the long run.
Pros
- Continually Improving Product
- Performance Enhancing
- Respectful
- Reliable