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
Need Assistance?
We're here to help you with understanding our reports and the data inside to help you make decisions.
Get AssistanceSalesforce Service Cloud Ratings
Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
to access more information on Salesforce Service Cloud.
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
Jennifer L.
- Role: Information Technology
- Industry: Not for Profit
- Involvement: Business Leader or Manager
Submitted Mar 2024
Pricey. Not worth the money. Features disappoint.
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce service cloud is 3 x more expensive than Zoho and only meets 30% of our requirements. We have procured other suppliers to make up our requirements, so spending extra on telephony, reporting, email marketing, live chat with other suppliers. It鈥檚 also hard to maintain and the teams of guidance are confusing. The expensive decision was made to procure Salesforce before my time.
What is your favorite aspect of this product?
Duplicate records are highlighted to you
What do you dislike most about this product?
Most of it
What recommendations would you give to someone considering this product?
Shop elsewhere it鈥檚 highly inflated for what it does, not worth the money. IT support is terrible.
Pros
- Security Protects
Cons
- Less Respectful
- Less Fair
- Vendor's Interest First
Venkateshwar Naidu D.
- Role: Information Technology
- Industry: Retail
- Involvement: Initial Implementation
Submitted Nov 2023
Ese of user and easy to build
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
faster GTM, easy to. build and roll
What is your favorite aspect of this product?
Einstein with Lightning experience and omnichannel
What do you dislike most about this product?
Costing is bit high
What recommendations would you give to someone considering this product?
got for it but make sure you have the right impementation team
Pros
- Helps Innovate
- Continually Improving Product
- Enables Productivity
- Trustworthy
Sean H.
- Role: Sales Marketing
- Industry: Insurance
- Involvement: End User of Application
Submitted Nov 2023
Turning Customer Service into Customer Success
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
The 360-degree customer view it offers
What is your favorite aspect of this product?
The user-friendly interface. Robust analytics and reporting tools
What do you dislike most about this product?
It does not have AI-driven chatbots and advanced sentiment analysis.
What recommendations would you give to someone considering this product?
Major on the scalability and long-term benefits while considering if it's an investment
Pros
- Helps Innovate
- Efficient Service
- Saves Time
- Altruistic
