Salesforce.com Inc

Salesforce Service Cloud

8.1 /10

139 Reviews Write a Review

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What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support.

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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0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

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.

83 Likeliness to Recommend

2
Since last award

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+81 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?

4% Negative

11% Neutral

85% Positive

Pros

Respectful
Security Protects
Reliable
Acts with Integrity

Feature Ratings

Average 78

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

Average 76

Breadth of Features

Business Value Created

Ease of Data Integration

Usability and Intuitiveness

Vendor Support

Ease of Implementation

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Salesforce Service Cloud Reviews

Venkateshwar Naidu D.

Role: Information Technology
Industry: Retail
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Ese of user and easy to build

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

faster GTM, easy to. build and roll

What is your favorite aspect of this product?

Einstein with Lightning experience and omnichannel

What do you dislike most about this product?

Costing is bit high

What recommendations would you give to someone considering this product?

got for it but make sure you have the right impementation team

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Sean H.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Turning Customer Service into Customer Success

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

The 360-degree customer view it offers

What is your favorite aspect of this product?

The user-friendly interface. Robust analytics and reporting tools

What do you dislike most about this product?

It does not have AI-driven chatbots and advanced sentiment analysis.

What recommendations would you give to someone considering this product?

Major on the scalability and long-term benefits while considering if it's an investment

Pros

Helps Innovate
Efficient Service
Saves Time
Altruistic

Nathalie G.

Role: Information Technology
Industry: Transportation
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2023

Too slow for logistics industry but great tool

Likeliness to Recommend

5 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce has a lot of great features, building your own rules, workflows, you can add and remove really easy fields.

What is your favorite aspect of this product?

The level customization in salesforce is incredible

What do you dislike most about this product?

Too slow for logistics industry

What recommendations would you give to someone considering this product?

If you are going to manage cases and a lot of information it would be a great tool, but in our case, we were managing all of our operations emails. It was too slow for what we needed.

Pros

Acts with Integrity
Security Protects
Helps Innovate
Continually Improving Product

Cons

Less Reliable
Less Productive
Less Effective Service

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Need Assistance?

Awards & Recognition

Salesforce Service Cloud Ratings

83 Likeliness to Recommend

2 Since last award

94 Plan to Renew

80 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+81 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Salesforce Service Cloud Reviews

Venkateshwar Naidu D.

Ese of user and easy to build

Likeliness to Recommend

Pros

Sean H.

Turning Customer Service into Customer Success

Likeliness to Recommend

Pros

Nathalie G.

Too slow for logistics industry but great tool

Likeliness to Recommend

Pros

Cons

2
Since last award

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 Implementation

Ease of IT Administration

Quality of Features

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement