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 764 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.

Harry
  • Industry: Computer Networking
  • Company size: 2–10 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
2
Features
1
Ease of Use
2
Customer Support
1

2
Reviewed on 21/02/2020

NOT a good SERVICE TICKETING SYSTEM

very clomzy and not effective.

Pros

its nice in its design. it can properly relate cases to client records

Cons

This software lacks the necessary tools to properly communicate with your customers.

Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on

One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us.

so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

David
  • Industry: Financial Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 28/03/2024

SFDC Service H.I.

Pros

the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.

Cons

no cons at this time, we enjoy using Service Cloud and it's crucial to our business.

Laura
Laura
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 22/09/2023

It accelerates customer service and personalizes case management

Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Pros

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Cons

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

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