About Salesforce Service Cloud

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize the agent efforts, allowing them to handle customers' requests and manage cases. Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience. The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud Software - Business rules
Salesforce Service Cloud Software - Casse management bulk editing
Salesforce Service Cloud Software - Case management labels
Salesforce Service Cloud Software - Productivity tools
Salesforce Service Cloud Software - Universal inbox
Salesforce Service Cloud video
Salesforce Service Cloud Software - Business rules - thumbnail
Salesforce Service Cloud Software - Casse management bulk editing - thumbnail
Salesforce Service Cloud Software - Case management labels - thumbnail
Salesforce Service Cloud Software - Productivity tools - thumbnail
Salesforce Service Cloud Software - Universal inbox - thumbnail

Salesforce Service Cloud pricing

Salesforce Service Cloud does not have a free version but does offer a free trial.

Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
Yes

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Salesforce Service Cloud Reviews

Feature rating

Value for Money
4.1
Functionality
4.4
Ease of Use
4.1
Customer Support
4.2
5 reviews of 708 View all reviews
Elizabeth
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 9/6/2022

Excellent for data tracking and analysis

This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Pros

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Cons

The initial setup is a bit complex and takes time.

Shayla
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 13/6/2022

Easy to implement, good data management

Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Pros

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Cons

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Kyle
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 6/4/2023

Top tier platform

productivity of this platform is off the charts, all users are able to access an abundance of information right at their finger tips

Pros

the layout is key when using this platform. very easy to navigate through the tabs. great for storing business details

Cons

after using this platform for the past 2 years i can honestly say there is not a single function i could criticise

Maggie
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
0
Features
4
Ease of Use
3
Customer Support
0

3
Reviewed on 12/5/2023

Good if using Salesforce CRM

It was okay - great for us, terrible for clients.

Pros

The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!

Cons

Even if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough.

Lillian
  • Industry: Hospital & Health Care
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 13/2/2023

Complete customer relationship management on the cloud

It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple.

Pros

All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.

Cons

It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.

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