What is Salesforce Service Cloud?
Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
85 Likeliness to Recommend
1
Since last award
94 Plan to Renew
79 Satisfaction of Cost Relative to Value
2
Since last award
Emotional Footprint Overview
Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.
+86 Net Emotional Footprint
The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.
How much do users love Salesforce Service Cloud?
Pros
- Respectful
- Security Protects
- Acts with Integrity
- Helps Innovate
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Customer Service Knowledge Management
Customer Community Management
Customer Service Workflow Management
Contact Center Integration
Mobile Customer Care
Agent Collaboration
Intelligent Search
Multi Channel Support
Customer Self Service Capabilities
Agent Scripting
Vendor Capability Ratings
Business Value Created
Breadth of Features
Quality of Features
Usability and Intuitiveness
Ease of Implementation
Ease of IT Administration
Ease of Data Integration
Availability and Quality of Training
Ease of Customization
Product Strategy and Rate of Improvement
Vendor Support
Salesforce Service Cloud Reviews
Anand Kumar M.
- Role: Sales Marketing
- Industry: Consulting
- Involvement: End User of Application
Submitted Mar 2024
Salesforce is a great CRM with great features
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is very user-friendly and built in filters to segregate the data for easier analysis of data.
What is your favorite aspect of this product?
The inbuilt filters.
What do you dislike most about this product?
Nothing as such.
What recommendations would you give to someone considering this product?
Please go ahead.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Praveen B.
- Role: Operations
- Industry: Media
- Involvement: Business Leader or Manager
Submitted Mar 2024
It's a well executed API interface - Go for it.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce is more customizable, with an extensive app store and a well-executed API interface. It's generally better for more complex.
What is your favorite aspect of this product?
You can send promotional messages with WhatsApp and push notifications, and shared inbox is only available with Salesforce Sales Cloud or Service Cloud.
What do you dislike most about this product?
One of the biggest downsides to using Salesforce is that it can get pretty pricey, especially if you are a small to medium-sized business.
What recommendations would you give to someone considering this product?
It is user friendly and cost efficient.
Pros
- Helps Innovate
- Continually Improving Product
- Reliable
- Performance Enhancing
Vivek K.
- Role: Sales Marketing
- Industry: Media
- Involvement: End User of Application
Submitted Mar 2024
Fantastic features with user friendly experience.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Great customer support experience. Comprehensive CRM Integration. Extensive Customization and Flexibility. Community and Knowledge Management.
What is your favorite aspect of this product?
Unified Customer View. Omnichannel Support.
What do you dislike most about this product?
Steep Learning Curve for new users. Salesforce Service Cloud is known for being a premium product, and the associated costs can be prohibitive for small businesses or startups with limited budgets.
What recommendations would you give to someone considering this product?
Start with a Pilot Implementation. Consider Integration Needs. Plan for Training and Adoption. Take the time to research and evaluate Salesforce Service Cloud thoroughly. Familiarize yourself with its features, functionalities, and pricing structure. Consider reaching out to Salesforce representatives for product demonstrations or attending webinars to gain a deeper understanding of how Service Cloud can meet your needs.
Pros
- Continually Improving Product
- Reliable
- Performance Enhancing
- Enables Productivity
