What Is Salesforce Service Cloud?

Built on the world’s #1 CRM platform, Communications Cloud enables B2C, B2B, and wholesale communications service providers (CSPs) to move to a catalog-driven digital BSS. With purpose-built industry functionality and all the capabilities of Sales Cloud and Service Cloud, service providers of all sizes can quickly adapt to changing customer expectations, drive faster time to value, and unify every part of the organization — from marketing to retail channels to customer care and operations.

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for the Communications industry.

Where can Salesforce Service Cloud be deployed?

Cloud-based
On-premise

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

Chinese, Dutch, English, French, German and 8 others

Salesforce Service Cloud pricing

Starting Price:

Not provided by vendor
  • Yes, has free trial
  • No free version

Salesforce Service Cloud does not have a free version but does offer a free trial.

get a free trial

About the vendor

  • Salesforce
  • Located in San Francisco, US
  • Founded in 2003

Salesforce Service Cloud support

  • Phone Support
  • 24/7 (Live rep)
  • Chat

Countries available

Australia, Austria, Brazil, Canada, China and 8 others

Languages

Chinese, Dutch, English, French, German and 8 others

Salesforce Service Cloud videos and images

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Salesforce Service Cloud video
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Features of Salesforce Service Cloud

  • Access Controls/Permissions
  • Activity Dashboard
  • Alerts / Escalation
  • Alerts/Notifications
  • Appointment Management
  • Asset Tracking Software
  • Audit Trail
  • Auto-Responders
  • Automated Routing
  • Automatic Call Distribution
  • Billing & Invoicing
  • Budgeting/Forecasting
  • CRM Software
  • Calendar Management
  • Call Center Management
  • Call Logging
  • Call Monitoring
  • Call Recording Software
  • Call Routing
  • Call Scripting
  • Call Transfer
  • Campaign Management Software
  • Cataloging/Categorization
  • Change Management Software
  • Code Enforcement Software
  • Collaboration Tools
  • Commenting/Notes
  • Communication Management
  • Compliance Management
  • Computer Telephony Integration
  • Configuration Management
  • Contact Database
  • Contact Management Software
  • Content Library
  • Content Management System (CMS) Software
  • Contract/License Management
  • Corrective and Preventive Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer History
  • Customizable Branding
  • Customizable Templates
  • Dashboard Software
  • Discussions / Forums
  • Dispatch Management
  • Electronic Signature
  • Email Management Software
  • Feedback Management
  • File Management
  • For Small Businesses
  • For iPad Devices
  • Full Text Search
  • GPS
  • Geotargeting
  • IVR / Voice Recognition
  • Incident Management Software
  • Incident Reporting
  • Inspection Management
  • Interaction Tracking
  • Inventory Management Software
  • Investigation Management Software
  • Issue Tracking Software
  • Job Management
  • Knowledge Base Management
  • Knowledge Management Software
  • Live Chat Software
  • Macros/Templated Responses
  • Mobile Access
  • Multi-Channel Communication
  • Multi-Language
  • Offline Form
  • Online Time Clock
  • Payment Collection in the Field
  • Performance Metrics
  • Permit Issuance
  • Prioritization
  • Proactive Chat
  • Problem Management
  • Queue Management
  • Quotes/Estimates
  • Real-time Consumer-facing Chat
  • Real-time Updates
  • Reporting/Analytics
  • Routing
  • Scheduling Software
  • Self Service Portal
  • Service History
  • Service Level Agreement (SLA) Management
  • Support Ticket Management
  • Task Management Software
  • Technician Management
  • Third Party Integrations
  • Ticket Management
  • Transcripts/Chat History
  • Transfers/Routing
  • Website Visitor Tracking
  • Widgets
  • Work Order Management
  • Workflow Configuration
  • Workflow Management Software

Alternatives to Salesforce Service Cloud

Freshdesk is an easy-to-use customer service software that helps over 50,000 businesses worldwide create stellar customer experiences. Learn more about Freshdesk
SugarCRM is one of the world's leading CRM solutions, ideal for organisations with between 20 to 10,000 employees across all industries
SolarWinds Service Desk provides businesses of all sizes an easy to use and affordable ITSM solution that can easily scale with you. Learn more about SolarWinds Service Desk
HubSpot CRM has everything you need to organize, track, and build better relationships with leads and customers. Learn more about HubSpot CRM
Combined email and calendar solution that lets users send, receive, and manage email plus track appointments and events.
Authentication tool in Japanese that allows professionals to access business applications safely with biometric, two-factor, and SSO
Build meaningful customer relationships over any channel with the Infobip full-stack cloud communication platform.
Put customer service at the heart of your company. Make agents more productive, managers more impactful and customers more empowered. Learn more about Zoho Desk
Finally, manage your business stress-free, stay top-of-mind, and sell confidently.

Reviews of Salesforce Service Cloud

Average score

Overall
4.4
Ease of Use
4.0
Customer Service
4.2
Features
4.4
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Shayla
Shayla
Human Resources Specialist in US
Verified LinkedIn User
Internet, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to implement, good data management

4.0 6 months ago

Comments: Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Pros:

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Cons:

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Elizabeth
Elizabeth
Senior Director Of Digital Marketing in US
Verified LinkedIn User
Retail, 5,001-10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent for data tracking and analysis

5.0 6 months ago

Comments: This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Pros:

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Cons:

The initial setup is a bit complex and takes time.

Anoosha
ISR in
Computer Software, 11-50 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

One of most popular help desk solutions is Desk.com

4.0 5 years ago

Pros:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Patrick
Patrick
Vice President - Sales in US
Verified LinkedIn User
Financial Services Software, 11-50 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

4.0 5 years ago

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.

Verified Reviewer
Vice President, Technical Support in India
Verified LinkedIn User
Computer Software, 1,001-5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Powerful and critical user friendly software

5.0 6 months ago

Comments: Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

Pros:

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

Cons:

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.