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, get a free trial
Deployment
Cloud, SaaS, Web
Mobile - iOS Native
Mobile - Android Native
Training
Live Online
Webinars
Documentation
Support
24/7 (Live Rep)
Business Hours
Online
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
Workflow Management Software
- Access Controls/Permissions
- Business Process Automation
- Calendar Management
- Compliance Tracking
- Customizable Dashboard
- Document Management
- Forms Management
- Graphical Workflow Editor
- Mobile Access
- No-Code
- Task Management
- Third Party Integrations
- Workflow Configuration
Salesforce Service Cloud Alternatives
More Salesforce Service Cloud alternatives
Salesforce Service Cloud Reviews
Showing 5 of 446 reviews
Jordan C.
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Overall Rating5/5
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Ease of Use3/5
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Features & Functionality5/5
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Customer Support5/5
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Value for Money5/5
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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
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Value for MoneyUnrated
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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
Harry F.
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Overall Rating2/5
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Ease of Use2/5
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Features & Functionality1/5
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Customer Support1/5
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Value for Money2/5
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Likelihood to Recommend
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 21/02/2020
"NOT a good SERVICE TICKETING SYSTEM"
Comments: very clomzy and not effective.
Pros: its nice in its design. it can properly relate cases to client records
Cons:
This software lacks the necessary tools to properly communicate with your customers.
Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on
One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us.
so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com
- Reviewer Source
- Source: SoftwareAdvice
- Reviewed on 21/02/2020
Elizabeth F.
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Overall Rating5/5
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Ease of Use4/5
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Features & Functionality5/5
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Customer Support5/5
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Value for MoneyUnrated
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Likelihood to Recommend
- Reviewer Source
- Reviewed on 24/06/2020
"Easy to Use"
Comments: Great for tracking contacts
Pros: The number of things you can track with this product
Cons: Needed some time to understand how to move between screens and related informaiton
- Reviewer Source
- Reviewed on 24/06/2020
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
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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
