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 2003
Salesforce Service Cloud pricing overview
Salesforce Service Cloud does not have a free version but does offer a free trial.
Starting Price
Not provided by vendor
Pricing Details
Lightning Essentials: $25 / user / month Lightning Professional: $75 / user/ month Lightning Enterprise: $150 / user/ month Lightning Performance: $300 / user/ month All plans are billed annually.
Free Version
No
Free Trial
Yes
Salesforce Service Cloud deployment and support
Support
- Email/Help Desk
- FAQs/Forum
- Knowledge Base
- Phone Support
- 24/7 (Live rep)
- Chat
Deployment
- Cloud, SaaS, Web-based
- Android (Mobile)
- iPhone (Mobile)
- iPad (Mobile)
Training
- Live Online
- Webinars
- Documentation
- Videos
Salesforce Service Cloud Features
Call Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Auto-Dialer
- Automatic Call Distribution
- Blended Call Center
- CRM
- Call Center Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customizable Reports
- Email Management
- IVR / Voice Recognition
- Inbound Call Center
- Interaction Tracking
- Live Chat
- Manual Dialer
- Monitoring
- Multi-Channel Communication
- Outbound Call Center
- Performance Management
- Predictive Dialer
- Progressive Dialer
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Real-Time Chat
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workflow Management
Code Enforcement Software
- API
- Activity Dashboard
- Alerts/Notifications
- Approval Process Control
- Archiving & Retention
- Billing & Invoicing
- Calendar Management
- Case Management
- Client Portal
- Code Maintenance
- Compliance Management
- Contact Management
- Cost Recovery
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Document Management
- Document Templates
- Employee Management
- Equipment Maintenance
- Event Management
- Fee Management
- Fixed Asset Management
- Forms Management
- GIS
- Inspection Management
- Job Management
- Land Planning
- Mobile Alerts
- Monitoring
- Partner Portal
- Performance Management
- Performance Metrics
- Photo Management
- Planning & Zoning
- Projections
- Real Time Monitoring
- Real Time Notifications
- Records Management
- Reporting & Statistics
- Self Service Portal
- Status Tracking
- Task Management
- Third Party Integrations
- Violation Tracking
- Weed Abatement Control
- Work Order Management
- Workflow Management
Community Software
- @mentions
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Calendar Management
- Chat/Messaging
- Commenting/Notes
- Communication Management
- Contact Database
- Content Management
- Customizable Branding
- Customizable Fields
- Customizable Templates
- Data Import/Export
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Invitations & Reminders
- Email Management
- Engagement Analytics
- Event Calendar
- Event Management
- Feedback Management
- Filtering
- Forum / Discussion Board
- Gamification
- Group Management
- Ideation / Crowdsourcing
- Knowledge Base Management
- Live Chat
- Member Directory
- Membership Management
- Mobile Access
- Moderation
- Multi-Language
- Online Forums
- Personalization
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Third Party Integrations
- User Management
- Website Management
Complaint Management Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Assignment Management
- Audit Trail
- Case Management
- Chat/Messaging
- Complaint Management
- Corrective and Preventive Actions (CAPA)
- Customer Complaint Tracking
- Customer Service Analytics
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Email Management
- Email Templates
- Feedback Management
- Forms Management
- Interaction Tracking
- Issue Management
- Issue Tracking
- Knowledge Base Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Management
- Prioritization
- Quality Assurance
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Routing
- SSL Security
- Self Service Portal
- Social Media Integration
- Social Media Monitoring
- Support Ticket Management
- Support Ticket Tracking
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Widgets
- Workflow Management
Contact Centre Software
- API
- Activity Dashboard
- Activity Tracking
- Agent Interface
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- CRM
- Call Center Management
- Call List Management
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer
- Callback Scheduling
- Caller ID
- Campaign Management
- Chat/Messaging
- Chatbot
- Collaboration Tools
- Computer Telephony Integration
- Contact Database
- Contact Management
- Customer History
- Customizable Reports
- Data Import/Export
- Email Management
- IVR / Voice Recognition
- Interaction Tracking
- Live Chat
- Monitoring
- Multi-Channel Communication
- Performance Management
- Predictive Dialer
- Quality Management
- Queue Management
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Third Party Integrations
- Voice Mail
- Workforce Management
Customer Engagement Software
- A/B Testing
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Behavior Tracking
- CRM
- Campaign Analytics
- Campaign Management
- Chat/Messaging
- Churn Management
- Communication Management
- Community Management
- Content Creation
- Content Management
- Customer Database
- Customer Experience Management
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Reports
- Customizable Templates
- Drag & Drop
- Email Management
- Engagement Analytics
- Event Triggered Actions
- Feedback Management
- Gamification
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Marketing
- Multi-Language
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Third Party Integrations
- Video Support
- Visual Analytics
- Widgets
- Workflow Management
Customer Experience Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Campaign Management
- Chat/Messaging
- Communication Management
- Customer Experience Management
- Customer Segmentation
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard
- Data Visualization
- Drag & Drop
- Email Management
- Engagement Analytics
- Feedback Management
- Knowledge Management
- Live Chat
- Monitoring
- Multi-Channel Communication
- Multi-Channel Data Collection
- Multi-Channel Management
- Multi-Language
- Negative Feedback Management
- Predictive Analytics
- Ratings / Reviews
- Real Time Analytics
- Real Time Data
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Reporting & Statistics
- Reporting/Analytics
- Search/Filter
- Sentiment Analysis
- Social Media Integration
- Survey/Poll Management
- Surveys & Feedback
- Tagging
- Text Analysis
- Third Party Integrations
- Trend Analysis
- Visual Analytics
- Widgets
- Workflow Management
Customer Service Software
- API
- Activity Tracking
- Alerts / Escalation
- Appointment Management
- Auto-Responders
- Calendar Management
- Call Center Management
- Call Routing
- Communication Management
- Contact Database
- Contact Management
- Customer Database
- Customer History
- Customer Segmentation
- Customer Service Analytics
- Customizable Forms
- Customizable Templates
- Data Import/Export
- Drag & Drop
- Email Management
- Employee Management
- Engagement Analytics
- Event Triggered Actions
- Inbox Management
- Knowledge Base Management
- Live Chat
- Multi-Channel Communication
- Multiple User Accounts
- Performance Management
- Performance Metrics
- Queue Management
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Rules-Based Workflow
- SMS Messaging
- Self Service Portal
- Single Sign On
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Template Management
- Third Party Integrations
- Virtual Assistant
- Voice Mail
- Workflow Management
Field Service Management Software
- API
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Billing & Invoicing
- CRM
- Calendar Management
- Contact Database
- Contract/License Management
- Customer Database
- Customer History
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dispatch Management
- Document Storage
- Drag & Drop
- Electronic Signature
- Estimating
- File Storage
- GPS
- Historical Reporting
- Inventory Management
- Inventory Tracking
- Invoice Management
- Job Management
- Job Scheduling
- Job Tracking
- Location Tracking
- Maintenance Scheduling
- Mobile Access
- Online Time Clock
- Payment Collection in the Field
- Quotes/Estimates
- Real Time Data
- Real Time Notifications
- Real Time Reporting
- Real-time Updates
- Reminders
- Reporting & Statistics
- Routing
- Scheduling
- Service History
- Status Tracking
- Task Scheduling
- Third Party Integrations
- Work Order Management
- Workflow Management
Government Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Ad hoc Reporting
- Approval Process Control
- Audit Management
- Audit Trail
- Billing & Invoicing
- Budgeting/Forecasting
- Calendar Management
- Code Enforcement
- Collaboration Tools
- Compliance Management
- Contract/License Management
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Data Visualization
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- Employee Management
- Fixed Asset Management
- General Ledger
- Geographic Maps
- HR Management
- Inventory Management
- Invoice Management
- License Issuance
- Monitoring
- Performance Metrics
- Permit Issuance
- Progress Tracking
- Project Management
- Projections
- Purchasing & Receiving
- Real Time Reporting
- Real-time Updates
- Records Management
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Task Management
- Taxation & Assessment
- Third Party Integrations
- Utility Billing
- Work Order Management
- Workflow Management
Help Desk Software
- API
- Access Controls/Permissions
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Automated Routing
- CRM
- Call Center Management
- Chat/Messaging
- Client Portal
- Customer Database
- Customer History
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Document Storage
- Email Management
- Email Templates
- Feedback Management
- Help Desk Management
- IT Asset Management
- Interaction Tracking
- Interaction Tracking
- Knowledge Base Management
- Live Chat
- Macros/Templated Responses
- Monitoring
- Multi-Channel Communication
- Network Monitoring
- Performance Metrics
- Prioritization
- Real Time Notifications
- Real-Time Chat
- Remote Access/Control
- Reporting & Statistics
- Reporting/Analytics
- Self Service Portal
- Service Level Agreement (SLA) Management
- Social Media Integration
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Third Party Integrations
- Ticket Management
- Workflow Configuration
- Workflow Management
ITSM Tools
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts / Escalation
- Alerts/Notifications
- Approval Process Control
- Asset Management
- Asset Tracking
- Audit Management
- Availability Management
- CRM
- Capacity Management
- Change Management
- Chat/Messaging
- Client Portal
- Configurable Workflow
- Configuration Management
- Contract/License Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Dashboard Creation
- Drag & Drop
- Email Management
- Help Desk Management
- IT Asset Tracking
- Incident Management
- Inventory Management
- Knowledge Base Management
- Monitoring
- Multi-Channel Communication
- Prioritization
- Problem Management
- Project Management
- Release Management
- Reporting & Statistics
- Role-Based Permissions
- Self Service Portal
- Service Catalog
- Service Level Agreement (SLA) Management
- Support Ticket Management
- Support Ticket Tracking
- Surveys & Feedback
- Task Management
- Third Party Integrations
- Workflow Management
Knowledge Management Software
- API
- Access Controls/Permissions
- Active Directory Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- CRM
- Calendar Management
- Cataloging/Categorization
- Categorisation/Grouping
- Chat/Messaging
- Collaboration Tools
- Commenting/Notes
- Communication Management
- Configurable Workflow
- Content Library
- Content Management
- Customizable Branding
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Customizable Templates
- Data Import/Export
- Decision Support Systems
- Discussions / Forums
- Document Management
- Document Storage
- Drag & Drop
- Email Management
- File Management
- Full Text Search
- Gamification
- Knowledge Base Management
- Live Chat
- Multi-Language
- Online Forums
- Projections
- Real Time Notifications
- Reporting & Statistics
- SSL Security
- Self Service Portal
- Self-Learning
- Single Sign On
- Social Media Integration
- Surveys & Feedback
- Tagging
- Text Editing
- Third Party Integrations
- Widgets
- Workflow Management
Live Chat Software
- @mentions
- API
- Activity Dashboard
- Activity Tracking
- Auto-Responders
- CRM
- Calendar Management
- Canned Responses
- Chat/Messaging
- Collaboration Tools
- Contact Management
- Content Management
- Customer History
- Customizable Branding
- Document Storage
- Drag & Drop
- Email Management
- File Management
- File Sharing
- File Transfer
- Geotargeting
- Interaction Tracking
- Live Chat
- Meeting Management
- Mobile Access
- Monitoring
- Multi-Channel Communication
- Offline Form
- Proactive Chat
- Progress Tracking
- Real Time Analytics
- Real Time Monitoring
- Real Time Notifications
- Real-time Consumer-facing Chat
- Reporting & Statistics
- Reporting/Analytics
- Screen Sharing
- Search/Filter
- Single Sign On
- Support Ticket Management
- Surveys & Feedback
- Tagging
- Task Progress Tracking
- Task Scheduling
- Third Party Integrations
- Transcripts/Chat History
- Transfers/Routing
- Video Conferencing
- Website Visitor Tracking
- Workflow Management
Municipal Software
- API
- Activity Dashboard
- Alerts/Notifications
- Animal Licensing
- Assignment Management
- Billing & Invoicing
- CRM
- Calendar Management
- Case Management
- Client Portal
- Code Enforcement
- Collaboration Tools
- Communication Management
- Compliance Management
- Contact Management
- Contract/License Management
- Customer Database
- Customizable Reports
- Data Import/Export
- Document Management
- Document Storage
- Email Management
- Equipment Maintenance
- Fixed Asset Management
- Fund Accounting
- Geographic Maps
- Inspection Management
- Inventory Management
- Inventory Tracking
- Job Costing
- License Issuance
- Maintenance Scheduling
- Parking Management
- Performance Management
- Permit Issuance
- Planning & Zoning
- Projections
- Property Database
- Real-time Updates
- Reporting & Statistics
- Role-Based Permissions
- SMS Messaging
- Self Service Portal
- Social Media Integration
- Task Scheduling
- Taxation & Assessment
- Third Party Integrations
- Utility Billing
- Work Order Management
- Workflow Management
Public Works Software
- API
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Asset Management
- Asset Tracking
- Audit Trail
- Bid Management
- Billing & Invoicing
- Calendar Management
- Compliance Management
- Contract/License Management
- Customer Database
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Data Import/Export
- Document Management
- Document Storage
- Employee Management
- Equipment Maintenance
- Equipment Tracking
- Fixed Asset Management
- GPS
- Geographic Maps
- Historical Reporting
- Inspection Management
- Inventory Management
- Inventory Tracking
- Job Costing
- Maintenance Scheduling
- Mobile Access
- Monitoring
- Multi-Location
- Prioritization
- Project Management
- Projections
- Real Time Analytics
- Real Time Data
- Real Time Reporting
- Real-time Updates
- Reporting & Statistics
- Self Service Portal
- Service Request Management
- Status Tracking
- Task Management
- Task Scheduling
- User Management
- Work Order Management
- Workflow Management
Service Dispatch Software
- API
- Accounting Integration
- Activity Dashboard
- Activity Tracking
- Alerts/Notifications
- Automated Scheduling
- Billing & Invoicing
- Calendar Management
- Client Portal
- Contact Database
- Contract/License Management
- Customer Database
- Customer History
- Customizable Fields
- Customizable Forms
- Customizable Reports
- Dispatch Management
- Drag & Drop
- Electronic Payments
- Electronic Signature
- Estimating
- GPS
- Geographic Maps
- Historical Reporting
- Inventory Control
- Inventory Management
- Inventory Tracking
- Invoice Management
- Job Management
- Job Scheduling
- Job Tracking
- Location Tracking
- Maintenance Scheduling
- Mobile Access
- QuickBooks Integration
- Quotes/Estimates
- Real Time Data
- Real Time Notifications
- Real-time Updates
- Reminders
- Reporting & Statistics
- Routing
- Scheduling
- Self Service Portal
- Service History
- Status Tracking
- Task Scheduling
- Technician Management
- Third Party Integrations
- Work Order Management
Salesforce Service Cloud Alternatives
More Salesforce Service Cloud alternatives
Salesforce Service Cloud Reviews
Read all reviewsOverall rating
Average score
Jordan C.
-
Overall Rating5 /5
-
Ease of Use3 /5
-
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.
-
Overall Rating5 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
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
Govindraj S.
-
Overall Rating2 /5
-
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
Verified Reviewer
-
Overall Rating4 /5
-
Ease of Use5 /5
-
Features & Functionality4 /5
-
Customer Support5 /5
-
Value for Money3 /5
-
Likelihood to Recommend
- Reviewer Source
- Source: GetApp
- Reviewed on 11/02/2021
"Does what we need it to"
Comments: Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.
Pros: Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.
Cons: There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable
- Reviewer Source
- Source: GetApp
- Reviewed on 11/02/2021
Patrick C.
-
Overall Rating4 /5
-
Ease of Use4 /5
-
Features & Functionality4 /5
-
Customer Support3 /5
-
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
