Salesforce Service Cloud

4.4
Overall rating
Reviews

4.4
Overall rating
Reviews
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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 centralise and optimise 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. Salesforce Service Cloud paid version starts at £20.00/month.

Starting Price:
£20.00/month
Free Version:
No
Free trial:
Yes

Alternatives to Salesforce Service Cloud

Salesforce Service Cloud Reviews for UK Users

Feature rating

Value for Money
4.1
Functionality
4.4
Ease of Use
4.1
Customer Support
4.2
5 reviews of 753 View all reviews
Imran
Imran
  • Industry: Information Technology & Services
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
4

5
Reviewed on 16/03/2023

Streamline Your Customer Service with Salesforce Service Cloud

My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Pros

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Cons

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Alternatives Considered

Dynamics 365 and Zoho Desk

Switched From

Freshdesk

Reasons for Switching to Salesforce Service Cloud

I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.
Lillian
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 13/02/2023

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.

Govindraj
  • Industry: Hospitality
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
3

2
Reviewed on 10/11/2020

Complex customer support software

We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Eric
  • Industry: Banking
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 24/01/2024

Salesforce Service Cloud is the best in category.

It's the best on the market and a highly customizable tool. It takes some time to set up and configure but there's plenty of help and it's worth the initial cost of investment.

Pros

Highly customizable, Intuitive, plenty of training and support, reporting, notifications.

Cons

Cost and sometimes frustrating to learn.

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

4
Reviewed on 13/11/2023

The best cloud tool to manage customer inquiries

It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Pros

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Cons

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

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