Salesforce Service Cloud

by Salesforce

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?

Service Cloud, the world's #1 customer service platform, empowers every service employee from the contact center to the field with the innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction and loyalty. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.

Salesforce Service Cloud Details

Salesforce

http://www.salesforce.com

Founded 2003

Play

Salesforce Service Cloud Software - 1 - thumbnail

Salesforce Service Cloud Software - 2 - thumbnail

Salesforce Service Cloud Software - 3 - thumbnail

Salesforce Service Cloud Software - 4 - thumbnail

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

Free Version

Free Trial

Yes, get a free trial

Salesforce Service Cloud deployment and support

Support

Email/Help Desk
FAQs/Forum
Knowledge Base Software
Phone Support
24/7 (Live rep)
Chat

Deployment

Cloud, SaaS, Web-based
Android (Mobile)
iPhone (Mobile)
iPad (Mobile)

Training Software

Live Online
Webinars
Documentation
Videos

Salesforce Service Cloud Features

Call Center Software

API
Activity Dashboard
Activity Tracking
Alerts / Escalation
Auto-Dialer
Automatic Call Distribution
Blended Call Center
CRM Software
Call Center Management
Call List Management
Call Logging
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Campaign Management Software
Chat/Messaging
Computer Telephony Integration
Contact Database
Contact Management Software
Customizable Reports
Email Management Software
IVR / Voice Recognition
Inbound Call Center
Interaction Tracking
Live Chat Software
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Predictive Dialer Software
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 Software

View full list of Call Center Software

Code Enforcement Software

API
Activity Dashboard
Alerts/Notifications
Approval Process Control
Archiving & Retention
Billing & Invoicing
Calendar Management
Case Management Software
Client Portal
Code Maintenance
Compliance Management
Contact Management Software
Cost Recovery
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Document Management Software
Document Templates
Employee Management
Equipment Maintenance Software
Event Management Software
Fee Management
Fixed Asset Management Software
Forms Management
GIS Software
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 Software
Reporting & Statistics
Self Service Portal
Status Tracking
Task Management Software
Third Party Integrations
Violation Tracking
Weed Abatement Control
Work Order Management
Workflow Management Software

View full list of Code Enforcement Software

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 System (CMS) Software
Customizable Branding
Customizable Fields
Customizable Templates
Data Import/Export
Discussions / Forums
Document Management Software
Document Storage
Drag & Drop
Email Invitations & Reminders
Email Management Software
Engagement Tracking
Event Calendar
Event Management Software
Feedback Management
Filtering
Forum / Discussion Board
Gamification Software
Group Management
Ideation / Crowdsourcing
Knowledge Base Management
Live Chat Software
Member Directory
Membership Management Software
Mobile Access
Moderation
Multi-Language
Online Forums
Personalization Software
Real Time Notifications
Reporting & Statistics
SSL Security
Single Sign On Software
Social Media Integration
Surveys & Feedback
Tagging
Third Party Integrations
User Management
Website Management

View full list of Community Software

Complaint Management Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Assignment Management
Audit Trail
Canned Responses
Case Management Software
Chat/Messaging
Collaboration Tools
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Service Analytics
Customizable Branding
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Email Management Software
Email Templates
Feedback Management
Forms Management
Interaction Tracking
Issue Management
Issue Tracking Software
Knowledge Base Management
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Management
Prioritization
Quality Assurance
Real Time Notifications
Real Time Reporting
Real-time Updates
Reporting & Statistics
Reporting/Analytics
Routing
SSL Security
Self Service Portal
Service Level Agreement (SLA) Management
Social Media Integration
Social Media Monitoring Software
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Third Party Integrations
Widgets
Workflow Management Software

View full list of Complaint Management Software

Contact Center Software

API
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Notifications
Auto-Dialer
Automated Routing
Automatic Call Distribution
CRM Software
Call Center Management
Call List Management
Call Monitoring
Call Recording Software
Call Reporting
Call Routing
Call Scripting
Call Tracking Software
Call Transfer
Callback Scheduling
Caller ID
Campaign Management Software
Chat/Messaging
Chatbot Software
Collaboration Tools
Computer Telephony Integration
Contact Database
Contact Management Software
Customer History
Customizable Reports
Data Import/Export
Email Management Software
IVR / Voice Recognition
Interaction Tracking
Live Chat Software
Monitoring
Multi-Channel Communication
Performance Management
Predictive Dialer Software
Quality Management Software
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 Software

View full list of Contact Center Software

Customer Engagement Software

AB Testing
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Behavior Tracking
CRM Software
Campaign Analytics
Campaign Management Software
Chat/Messaging
Churn Management
Communication Management
Community Management
Content Creation
Content Management System (CMS) Software
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Reports
Customizable Templates
Drag & Drop
Email Management Software
Engagement Tracking
Event Triggered Actions
Feedback Management
Gamification Software
Live Chat Software
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 Software

View full list of Customer Engagement Software

Customer Experience Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM Software
Campaign Management Software
Chat/Messaging
Communication Management
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard Software
Data Visualization Software
Drag & Drop
Email Management Software
Engagement Tracking
Feedback Management
Knowledge Management Software
Live Chat Software
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Negative Feedback Management
Predictive Analytics Software
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 Software
Third Party Integrations
Trend Analysis
Visual Analytics
Widgets
Workflow Management Software

View full list of Customer Experience Software

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 Software
Customer Database
Customer History
Customer Segmentation
Customer Service Analytics
Customizable Forms
Customizable Templates
Data Import/Export
Drag & Drop
Email Management Software
Employee Management
Engagement Tracking
Event Triggered Actions
Inbox Management
Knowledge Base Management
Live Chat Software
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 Software
Social Media Integration
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Template Management
Third Party Integrations
Virtual Assistant
Voice Mail
Workflow Management Software

View full list of Customer Service Software

Field Service Management Software

API
Accounting Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
Billing & Invoicing
CRM Software
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 Software
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 Software
Service History
Status Tracking
Task Scheduling
Third Party Integrations
Work Order Management
Workflow Management Software

View full list of Field Service Management Software

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 Software
Collaboration Tools
Compliance Management
Contract/License Management
Customizable Fields
Customizable Forms
Customizable Reports
Data Visualization Software
Document Management Software
Document Storage
Drag & Drop
Email Management Software
Employee Management
Fixed Asset Management Software
General Ledger
Geographic Maps
HR Management
Inventory Management Software
Invoice Management
License Issuance
Monitoring
Performance Metrics
Permit Issuance
Progress Tracking
Project Management Software
Projections
Purchasing & Receiving
Real Time Reporting
Real-time Updates
Records Management Software
Reporting & Statistics
SSL Security
Self Service Portal
Task Management Software
Taxation & Assessment
Third Party Integrations
Utility Billing Software
Work Order Management
Workflow Management Software

View full list of Government Software

Help Desk Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Automated Routing
CRM Software
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 Software
Email Templates
Feedback Management
Help Desk Management
IT Asset Management Software
Interaction Tracking
Knowledge Base Management
Live Chat Software
Macros/Templated Responses
Monitoring
Multi-Channel Communication
Network Monitoring Software
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 Software

View full list of Help Desk Software

ITSM Software

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Approval Process Control
Asset Management
Asset Tracking Software
Audit Management
Availability Management
CRM Software
Capacity Management
Change Management Software
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 Software
Help Desk Management
IT Asset Tracking
Incident Management Software
Inventory Management Software
Knowledge Base Management
Monitoring
Multi-Channel Communication
Prioritization
Problem Management
Project Management Software
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 Software
Third Party Integrations
Workflow Management Software

View full list of ITSM Software

Knowledge Base Software

API
Alerts/Notifications
Cataloging/Categorization
Chatbot Software
Collaboration Tools
Commenting/Notes
Content Library
Customizable Branding
Customizable Templates
Dashboard Software
Document Storage
Drag & Drop Editor
Email Alerts
Feedback Management
Full Text Search
Knowledge Management Software
Live Chat Software
Mobile Alerts
Mobile Interface
Multi-Language
Online Forums
Pre-built Templates
Real Time Notifications
Real Time Reporting
Reporting & Statistics
Reporting/Analytics
Rich Text Editor
SEO Management
Self Service Portal
Social Media Integration
Templates
Text Editing
Third Party Integrations
User Management
WYSIWYG Editor
Web Notifications
Website Integration
Widgets
Wiki

View full list of Knowledge Base Software

Knowledge Management Software

API
Access Controls/Permissions
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts/Notifications
CRM Software
Calendar Management
Cataloging/Categorization
Categorization/Grouping
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Configurable Workflow
Content Library
Content Management System (CMS) Software
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Data Import/Export
Decision Support Software
Discussions / Forums
Document Management Software
Document Storage
Drag & Drop
Email Management Software
File Management
Full Text Search
Gamification Software
Knowledge Base Management
Live Chat Software
Multi-Language
Online Forums
Projections
Real Time Notifications
Reporting & Statistics
SSL Security
Self Service Portal
Self-Learning
Single Sign On Software
Social Media Integration
Surveys & Feedback
Tagging
Text Editing
Third Party Integrations
Widgets
Workflow Management Software

View full list of Knowledge Management Software

Lawn Care Software

Accounting Integration
Activity Dashboard
Activity Tracking
Automated Scheduling
Billing & Invoicing
CRM Software
Calendar Management
Chemical Usage Tracking
Client Portal
Contract/License Management
Customer Database
Customer History
Customer Management
Customer Portal
Customizable Reports
Customizable Templates
Data Import/Export
Dispatch Management
Drag & Drop
Electronic Payments
Electronic Signature
Email Management Software
Employee Management
Equipment Management
Estimating
For Lawn Care
GPS
Inventory Management Software
Inventory Tracking
Invoice Management
Job Management
Job Scheduling
Job Tracking
Mobile Access
QuickBooks Integration
Quotes/Estimates
Real Time Data
Reminders
Reporting & Statistics
Route Optimization
Routing
SMS Messaging
Scheduling Software
Service History
Task Scheduling
Third Party Integrations
Time & Expense Tracking
Time Tracking Software
Timesheet Management
Work Order Management

View full list of Lawn Care Software

Live Chat Software

@mentions
API
Activity Dashboard
Activity Tracking
Auto-Responders
CRM Software
Calendar Management
Canned Responses
Chat/Messaging
Collaboration Tools
Contact Management Software
Content Management System (CMS) Software
Customer History
Customizable Branding
Document Storage
Drag & Drop
Email Management Software
File Management
File Sharing Software
File Transfer
Geotargeting
Interaction Tracking
Live Chat Software
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 Software
Search/Filter
Single Sign On Software
Support Ticket Management
Surveys & Feedback
Tagging
Task Progress Tracking
Task Scheduling
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Video Conferencing Software
Website Visitor Tracking
Workflow Management Software

View full list of Live Chat Software

Municipal Software

API
Activity Dashboard
Alerts/Notifications
Animal Licensing
Assignment Management
Billing & Invoicing
CRM Software
Calendar Management
Case Management Software
Client Portal
Code Enforcement Software
Collaboration Tools
Communication Management
Compliance Management
Contact Management Software
Contract/License Management
Customer Database
Customizable Reports
Data Import/Export
Document Management Software
Document Storage
Email Management Software
Equipment Maintenance Software
Fixed Asset Management Software
Fund Accounting Software
Geographic Maps
Inspection Management
Inventory Management Software
Inventory Tracking
Job Costing Software
License Issuance
Maintenance Scheduling
Parking Management Software
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 Software
Work Order Management
Workflow Management Software

View full list of Municipal Software

Public Works Software

API
Activity Dashboard
Activity Tracking
Alerts/Notifications
Asset Management
Asset Tracking Software
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 Software
Document Storage
Employee Management
Equipment Maintenance Software
Equipment Tracking
Fixed Asset Management Software
GPS
Geographic Maps
Historical Reporting
Inspection Management
Inventory Management Software
Inventory Tracking
Job Costing Software
Maintenance Scheduling
Mobile Access
Monitoring
Multi-Location
Prioritization
Project Management Software
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 Software
Task Scheduling
User Management
Work Order Management
Workflow Management Software

View full list of Public Works Software

Real Estate CRM Software

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts/Notifications
Appointment Management
Appointment Scheduling Software
CRM Software
Calendar Management
Campaign Management Software
Client Management
Client/Property Matching
Commission Management
Contact Database
Contact Management Software
Customer Database
Customizable Fields
Customizable Templates
Data Import/Export
Data Synchronization
Document Management Software
Document Storage
Drag & Drop
Email Management Software
Email Marketing Software
Email Templates
Email Tracking Software
Interaction Tracking
Lead Capture Software
Lead Distribution
Lead Generation Software
Lead Management Software
Lead Nurturing Software
Lead Qualification
Pipeline Management
Pipeline Reports
Real Time Notifications
Referral Tracking
Reminders
Reporting & Statistics
Reporting/Analytics
Sales Reports
Segmentation
Social Media Integration
Task Management Software
Task Scheduling
Template Management
Third Party Integrations
Workflow Management Software

View full list of Real Estate CRM Software

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 Software
Inventory Management Software
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 Software
Self Service Portal
Service History
Status Tracking
Task Scheduling
Technician Management
Third Party Integrations
Work Order Management

View full list of Service Dispatch Software

Salesforce Service Cloud Alternatives

More Salesforce Service Cloud alternatives

Zoho Desk

(1,664)

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

Visit Website See Comparison

Bitrix24

(474)

High-end solution designed for effective collaboration, communication, social networking, and workflow and knowledge management.

Learn more about Bitrix24

Visit Website See Comparison

Zoho CRM

(4,938)

Zoho CRM empowers organizations with a complete customer relationship lifecycle management solution.

Learn more about Zoho CRM

Visit Website See Comparison

Odoo

(413)

An open-source suite of integrated apps to manage CRM, PoS, Website, eCommerce, Sales, Accounting, Warehouse, HR, Marketing, and more.

Learn more about Odoo

Visit Website See Comparison

Caspio

(135)

Caspio is the world's leading LOW-CODE platform for building online database applications without having to write code.

Learn more about Caspio

Visit Website See Comparison

DeskPRO

(35)

The modern helpdesk platform for every kind of organization. Hosted Cloud or installable On-Premise version for self-hosting.

View Profile See Comparison

HarmonyPSA

(22)

The next generation of PSA tool. Complete professional services automation package for software and services businesses.

Learn more about HarmonyPSA

Visit Website See Comparison

TeamSupport

(796)

TeamSupport is a post-sale customer support software solution built specifically for the unique needs of B2B tech-enabled companies.

View Profile See Comparison

Alloy Navigator

(48)

Alloy Navigator is a real-world solution beautifully designed for real-world customers, built by real-world IT people just like you.

Learn more about Alloy Navigator

Visit Website See Comparison

More Salesforce Service Cloud alternatives

Salesforce Service Cloud Reviews

Read all reviews

Overall rating

4.4/5

From 517 users reviews

Average score

Ease of Use 4

Customer Service Software 4.2

Features 4.3

Value for Money 4.1

Review software

Share your experiences with other software buyers.

Write a Review!

Read all reviews

Jordan C.

Salesforce Product Manager

Information Technology & Services, 501-1,000 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

10/10

Reviewer Source
Reviewed on 2019-08-08

"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 2019-08-08

Jennifer B.

Executive Assistant

Financial Services Software, 11-50 Employees

Used the Software for: 6-12 months

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software

Unrated
Value for Money

Unrated
Likelihood to Recommend

9/10

Reviewer Source
Reviewed on 2019-11-06

"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.

Alternatives Considered: SharpSpring

Reasons for Switching to Salesforce Service Cloud: Salesforce is much more sophisticated, yet easier to use. It has a lot more features and allows the sales team to follow their prospects/opportunities from start to finish very easily.

Reviewer Source
Reviewed on 2019-11-06

Ryan W.

Associate Client Manager

Market Research Software, 10,000+ Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software

Unrated
Value for Money

Unrated
Likelihood to Recommend

7/10

Reviewer Source
Reviewed on 2021-06-28

"Salesforce - Complexity and a learning curve"

Comments: It met its need, but I preferred the software we had before, Workfront.

Pros: I enjoyed that Salesforce Service Cloud gave me the ability to track my work and projects with clear status of the project.

Cons: Some of the functions were challenging to use without errors, such as auto-time tracking.

Reviewer Source
Reviewed on 2021-06-28

Govindraj S.

Head of Support

Hospitality, 11-50 Employees

Used the Software for: 1+ year

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

0/10

Reviewer Source
Reviewed on 2020-11-10

"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 2020-11-10

Shalom L.

Director

Nonprofit Organization Management, 11-50 Employees

Used the Software for: 2+ years

Overall Rating
Ease of Use
Features & Functionality
Customer Support Software
Value for Money
Likelihood to Recommend

8/10

Reviewer Source
Reviewed on 2021-06-03

"Sales Business brand"

Pros: You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Cons: Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

Alternatives Considered: Zoho CRM and HubSpot CRM

Reasons for Choosing Salesforce Service Cloud: This system is more complete and many more details

Switched From: Zoho CRM

Reasons for Switching to Salesforce Service Cloud: This system is more complete and many more details

Reviewer Source
Reviewed on 2021-06-03

Read all 517 reviews