Who Uses Salesforce Service Cloud?
Businesses in need of service-as-a-software solution for CRM and help desk management.
What Is Salesforce Service Cloud?
With help desk applications from Salesforce, you don't have to invest in support centers around the world. You get state-of-the-art global help desk software that runs in the cloud, 24x7. With Salesforce help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles. See how Service Cloud helps you deliver fast, personalized customer service that drives growth and improves customer satisfaction.
Salesforce Service Cloud Details
Salesforce
http://www.salesforce.com/
Founded 1999
Salesforce Service Cloud pricing overview
Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at US$25.00/month.
Starting Price
US$25.00/month
Pricing Details
Pricing starts at $25/user/month (billed annually) for teams of up to 10.
Free Version
No
Free Trial
Yes
Salesforce Service Cloud deployment and support
Support
- 24/7 (Live Rep)
- Business Hours
- Online
Deployment
- Cloud, SaaS, Web
- Mobile - iOS Native
- Mobile - Android Native
Training
- Live Online
- Webinars
- Documentation
Salesforce Service Cloud Features
Call Centre Software
- Blended Call Center
- Call Logging
- Call Recording
- Call Scripting
- Campaign Management
- Escalation Management
- Inbound Call Center
- Interactive Voice Response (IVR)
- Manual Dialer
- Outbound Call Center
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real-time Chat
- Reporting/Analytics
Customer Service Software
- Alerts / Escalation
- Appointment Management
- Call Center Management
- Email Management
- Knowledge Base
- Live Chat
- Performance Metrics
- Queue Management
- Self Service Portal
- Social Media Integration
- Surveys & Feedback
- Virtual Assistant
- Workflow Management
Help Desk Software
- Alerts / Escalation
- Automated Routing
- Call Center Management
- Customizable Branding
- Document Storage
- Email Integration
- IT Asset Management
- Interaction Tracking
- Knowledge Base Management
- Macros/Templated Responses
- Multi-Channel Communication
- Network Monitoring
- Real-time Chat
- Remote Access/Control
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Ticket Management
- Workflow Configuration
Live Chat Software
- Canned Responses
- Customizable Branding
- Geo Targeting
- Offline Form
- Proactive Chat
- Screen Sharing
- Third Party Integration
- Transfers/Routing
- Website Visitor Tracking
Salesforce Service Cloud Alternatives
More Salesforce Service Cloud alternatives
Salesforce Service Cloud Reviews
Read all reviewsOverall rating
Average score
Jordan C.
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Overall Rating5 /5
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Ease of Use3 /5
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Features & Functionality5 /5
-
Customer Support5 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 08/08/2019
"Awesome Ticketing System"
Comments: Users are really more productive than previous tool
Pros: With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.
Cons: Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.
- Reviewer Source
- Reviewed on 08/08/2019
Jennifer B.
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Overall Rating5 /5
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Ease of Use5 /5
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Features & Functionality4 /5
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Customer SupportUnrated
-
Value for MoneyUnrated
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 06/11/2019
"Everything I need on one page"
Comments: I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.
Pros: I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another
Cons: It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.
- Reviewer Source
- Reviewed on 06/11/2019
Verified Reviewer
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Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality5 /5
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Customer Support4 /5
-
Value for Money5 /5
-
Likelihood to Recommend
- Reviewer Source
- Source: GetApp
- Reviewed on 27/11/2020
"Outstanding Customer Service Platform"
Comments: Excellent tool ,easy to configure and setup with minimal code.
Pros:
Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.
Cons: Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .
- Reviewer Source
- Source: GetApp
- Reviewed on 27/11/2020
Govindraj S.
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Overall Rating2 /5
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Ease of Use2 /5
-
Features & Functionality1 /5
-
Customer Support3 /5
-
Value for Money1 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 10/11/2020
"Complex customer support software"
Comments: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.
Pros: Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
Cons: It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.
- Reviewer Source
- Reviewed on 10/11/2020
Patrick C.
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Overall Rating4 /5
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Ease of Use4 /5
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Features & Functionality4 /5
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Customer Support3 /5
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Value for Money4 /5
-
Likelihood to Recommend
- Reviewer Source
- Reviewed on 04/05/2018
"Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook"
Comments: I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.
Pros: We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.
Cons: I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.
- Reviewer Source
- Reviewed on 04/05/2018
