Salesforce Service Cloud Logo
Salesforce Service Cloud Logo
Salesforce.com Inc

Salesforce Service Cloud

Composite Score
8.5 /10
CX Score
8.8 /10
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Salesforce Service Cloud
8.5 /10

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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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.

+87 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
9% Neutral
87% Positive

Pros

  • Respectful
  • Security Protects
  • Acts with Integrity
  • Helps Innovate

Feature Ratings

Average 81

Analytics and Reporting

84

Customer Service Knowledge Management

82

Customer Community Management

82

Customer Service Workflow Management

81

Contact Center Integration

81

Agent Collaboration

81

Mobile Customer Care

80

Customer Self Service Capabilities

80

Intelligent Search

80

Multi Channel Support

79

Agent Scripting

78

Vendor Capability Ratings

Average 77

Business Value Created

79

Breadth of Features

79

Quality of Features

78

Usability and Intuitiveness

78

Ease of Implementation

77

Ease of Data Integration

76

Ease of IT Administration

76

Availability and Quality of Training

76

Product Strategy and Rate of Improvement

76

Ease of Customization

76

Vendor Support

75

Salesforce Service Cloud Reviews

Roxanne S.

  • Role: Human Resources
  • Industry: Technology
  • Involvement: End User of Application
Validated Review
Verified Reviewer

Submitted Mar 2024

Service Cloud improves our customer service

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

Having used Service Cloud at several companies, I can attest to its ease of use. Whenever necessary, we can make adjustments to reduce the appearance of antipatterns.

What is your favorite aspect of this product?

Thanks to the cloud service, we can dedicate more resources to processing complex telephone conversations and less to AHT for transactional service, which contributes to better customer handling. By doing so, we can offer our customers the best service possible.

What do you dislike most about this product?

For some things, such as comments, there are several possible implementations. Team integration is lacking.

What recommendations would you give to someone considering this product?

We can provide our customers and co-workers with an exceptional colleague experience with the help of cloud service. We can consolidate all your systems into one.

Pros

  • Continually Improving Product
  • Reliable
  • Efficient Service
  • Saves Time

Pranay S.

  • Role: Information Technology
  • Industry: Insurance
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2024

Salesforce - A Game changing capabilities.

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

1. Customer-Centric Approach. 2. Salesforce operates entirely in the cloud, enabling businesses to access their CRM data anytime, anywhere. 3.AI-Powered Capabilities- AI integration allows businesses to streamline their processes, personalize customer interactions, and make data-driven decisions, giving them a competitive edge in the market. 4. Continuous Innovation

What is your favorite aspect of this product?

Salesforce is an incredibly easy-to-use platform thanks to a powerful, fast, and easy-to-configure user interface. All third-party integrations, add-ons, and robust features bundled.

What recommendations would you give to someone considering this product?

It's the best leading CRM tool available in the market with easy to installation and start the the business workflows.

Pros

  • Continually Improving Product
  • Reliable
  • Enables Productivity
  • Efficient Service

Chandan T.

  • Role: Information Technology
  • Industry: Technology
  • Involvement: IT Development, Integration, and Administration
Validated Review
Verified Reviewer

Submitted Mar 2024

Awesome SaaS CRM and various solutions

Likeliness to Recommend

10 /10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce is combination of all the tech stacks combined and not just an CRM tool. In this software you can have single view of customer and all the teams of your organisation can see 360 degree view of a customer and take up the business accordingly.

What is your favorite aspect of this product?

Quick option to add update. Response to the customers ask, add details for the sales and marketing team. Add customer contact so that details can be shared by just adding customer name.

What do you dislike most about this product?

Nothing much to dislike, I hope company will make the UI bit easier and provide some AI features to add comments etc faster.

What recommendations would you give to someone considering this product?

Please do the reaserch and check which product is suitable. As far as our requirement was concern, SF was right fit.

Pros

  • Continually Improving Product
  • Reliable
  • Performance Enhancing
  • Enables Productivity

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