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

Salesforce Service Cloud

8.1 /10
Category
Salesforce Service Cloud
8.1 /10

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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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

79

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

Sukesh H.

  • Role: Operations
  • Industry: Finance
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2024

Pricey but an amazing CRM!

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Everything from marketing, sales to service can be handled on Salesforce. Its a one stop solution that makes handling everything centrally easier!

What is your favorite aspect of this product?

If implemented right, it helps your business grow. Salesforce is a comprehensive CRM that integrates simply across multiple channels.

What do you dislike most about this product?

Its expensive - hence difficult for small businesses to procure it.

What recommendations would you give to someone considering this product?

A lot of salesforce implementation requires salesforce devs, hence create a thorough implementation plan and consider hiring consultants in case if you dont have salesforce devs internally.

Pros

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

Pankaj K.

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

Submitted Aug 2024

Excellent product for Customer Care

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

We have been using Salesforce Service cloud since the beginning of our project, the best part is ease of integration with other CRM applications . Previously we were using Ring DNA and now Nextiva and the integration was so smooth .

What is your favorite aspect of this product?

Integration and Data Analytics

What do you dislike most about this product?

Nothing to dislike about

What recommendations would you give to someone considering this product?

I would highly recommend this product to anyone who is planning to go for it for contact center services, this product is great to use, user friendly, easy integration and excellent technical support.

Pros

  • Performance Enhancing
  • Enables Productivity
  • Trustworthy
  • Efficient Service

Purvi C.

  • Role: Consultant
  • Industry: Education
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Aug 2024

Easy to use, but a bit pricey

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Numerous communication channels are supported by Service Cloud, such as phone, SMS, social media, chat, email, and chat. The platform improves the entire customer experience by offering a consolidated view of client interactions through several channels. Service Cloud provides robust reporting and analytics capabilities, such as customizable dashboards and real-time insights, empowering teams to monitor performance metrics, recognize patterns, and implement data-driven strategies.

What is your favorite aspect of this product?

One of the most commendable features of Salesforce Service Cloud is its seamless integration with the wider Salesforce ecosystem. This connectivity enables Service Cloud to utilize data and capabilities from various Salesforce offerings, including Sales Cloud, Marketing Cloud, and Salesforce CRM. Such a cohesive strategy offers a comprehensive perspective on customer interactions, facilitating more tailored and efficient service. Agents are equipped to view the entire history of customer engagements, monitor sales and marketing efforts, and utilize collective insights, all from a singular platform.

What do you dislike most about this product?

The extensive features and configurations of Salesforce Service Cloud can be overwhelming for new users, as its complexity and steep learning curve may require significant time and training to fully understand and utilize effectively.

What recommendations would you give to someone considering this product?

Leverage the integration capabilities of Service Cloud with other Salesforce offerings, such as Sales Cloud and Marketing Cloud. This integration can deliver a holistic perspective on customer interactions and improve overall operational efficiency.

Pros

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