Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.5 /10

CX Score

8.8 /10

165 Reviews Write a Review

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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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Awards & Recognition

Salesforce Service Cloud won the following awards in the Customer Service - Enterprise category

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0 Top Rated Capabilities

4 Top Rated Features

Latest Award, 2025

2024 Emotional Footprint Champion

2024

0 Top Rated Capabilities

1 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

Salesforce 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

95 Plan to Renew

1
Since last award

79 Satisfaction of Cost Relative to Value

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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.

+88 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?

4% Negative

8% Neutral

88% Positive

Pros

Respectful
Acts with Integrity
Security Protects
Helps Innovate

Feature Ratings

Average 81

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Average 77

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support

Salesforce Service Cloud Reviews

Mohammad A.

Role: Consultant
Industry: Consulting
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Jan 2022

Achieving the best organization and processing

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Everything I need is there at my fingertips. I really like how customized our reports and dashboards are. Nothing is impossible with Salesforce, where it is the world's most powerful CRM. The system allows you to construct any sales procedure. If your team's data flow and data hygiene are good, you can use Salesforce to support business choices.

What is your favorite aspect of this product?

The best feature of this software is data segregation, which allows us to operate faster and more efficiently. The convenience of establishing lists for targeted marketing communications, and having all critical consumer information in one place. I really enjoy the data visualization through dashboards used by all levels of the firm. Once set up, this tool is very straightforward to use and communicate customer data. The report feature is strong. This tool is far easier to use than other CRMs I've used.

What do you dislike most about this product?

It is not a simple tool that can be easily worked on, which is not a defect in it, but after completing the exercises, you will enjoy performing the functions with it and you will find the extent of the strength of the organization for your business with it.

What recommendations would you give to someone considering this product?

It is a great tool that I recommend to use, many features that you will have with it and you will be able to impose the organization that you wish for your business with it.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Mansoor A.

Role: Information Technology
Industry: Telecommunications
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jan 2022

a 360 Degree solution

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce Service Cloud makes connecting one-to-one with every customer, across multiple channels on any device, extremely easy

What is your favorite aspect of this product?

One of the reasons that Salesforce is so popular is that it is packed with features like no other CRM software; features such as contact management, workflow creation, task management, opportunity tracking, collaboration tools, customer engagement tools

What do you dislike most about this product?

i believe that its a very good tool, the however sky is the limit but as of now I am fully satisfied with

What recommendations would you give to someone considering this product?

i will fully recommend this product as that's the best one available in market

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Efficient Service

Cons

Vendor Friendly Policies

Paulo G.

Role: Information Technology
Industry: Insurance
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Nov 2021

Useful, and easy to manage tool

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Flexibility

What is your favorite aspect of this product?

easy to integrate different areas

What do you dislike most about this product?

It might be little be faster to process requests

What recommendations would you give to someone considering this product?

Nice to have and manage tool

Pros

Helps Innovate
Reliable
Enables Productivity
Unique Features

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

Salesforce Service Cloud Ratings

85 Likeliness to Recommend

95 Plan to Renew

1 Since last award

79 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+88 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Salesforce Service Cloud Reviews

Mohammad A.

Achieving the best organization and processing

Likeliness to Recommend

Pros

Mansoor A.

a 360 Degree solution

Likeliness to Recommend

Pros

Cons

Paulo G.

Useful, and easy to manage tool

Likeliness to Recommend

Pros

Most Popular Salesforce Service Cloud Comparisons

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1
Since last award

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Agent Collaboration

Mobile Customer Care

Intelligent Search

Customer Self Service Capabilities

Multi Channel Support

Agent Scripting

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Availability and Quality of Training

Product Strategy and Rate of Improvement

Ease of Customization

Vendor Support