Salesforce Service Cloud

About Salesforce Service Cloud

Salesforce Service Cloud is help desk software that allows customers to obtain answers quickly by connecting them to knowledge articles, account information, and community members. It's an all-in-one platform that allows you to link everything from your client data to your service specialists. You may use Salesforce Service Cloud to include AI-powered chatbots to quickly answer client issues. With Slack and Service Cloud, you can provide a personalized, all-digital experience for your consumers. It allows for cross-company case swarming, which speeds up the resolution of issues. You can bring together teams to respond quickly to issues involving several customers. By intelligently exposing relevant messages, files, channels, and people, you can turn every agent into an expert. You can support customer interactions across all channels using Salesforce. It helps you because you may use intelligent workflows to automate company activities and use smart productivity tools to improve call center administration. Furthermore, every client engagement generates shared, actionable insights. You can easily increase revenue and upsell by utilizing the power of AI.

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Pricing

Free Trial Available
Starts at $25.0.
View Detailed Pricing

SW Score Breakdown The SW Score breakdown shows individual score for product features.Read more

Features The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%
Reviews

85%
Momentum

62%
Popularity

74%

Platforms Supported

Browser Based (Cloud)
Mobile App (Android, iOS)

Organization Types Supported

All (Small, Medium, Large)

API Support

Available

Modes of Support

24/7 (Live rep), Business Hours, Online

Salesforce Service Cloud Awards

# 1 Fastest Growing Software Help Desk Software
Q2 2024

# 19 Most Popular Software Help Desk Software
Q2 2024

# 1 Fastest Growing Software Help Desk Software
Q2 2023

# 12 Most Popular Software Help Desk Software
Q2 2023

# 15 Highly Rated Help Desk Software
Q1 2022

# 16 Most Popular Help Desk Software
Q1 2022

# 19 Fastest Growing Help Desk Software
Q1 2021

# 9 Most Popular Help Desk Software
Q1 2021

Salesforce Service Cloud Features

Show Feature Explanation

Show Missing Features

Help Desk Features

Features: The Feature Score % is calculated using the weighted average method, where core features hold more weight in the final calculation. Read more

100%

Unique Features

AI Assistant

AI Assistant helps you provide information and perform specific tasks to significantly improve your success rate. It can perform one or many tasks like analyzing your deals, contacts, and emails, generating the perfect email, and more.

Multi-language Support

Available in multiple languages to support global customers

Multi-brand Help desk

Allows to manage multiple support portals on a single platform by offering product differentiation and branding features

Standard Features

Concurrent Calling

Allows to place more calls simultaneously without reducing call quality.

Incident Management

Helps in identifying, analyzing and rectifying a bad incident or issues to ensure it does not reoccur in future

Social Media Integration

Enables integrating the software with social media for better reach and coverage

Multi-Channel Communication

Helps in receiving queries and offering help through multiple channels

Macros (Templated Responses)

It helps to store, create, and send pre-written responses to maintain the flow of the conversation.

Document Storage

Helps in storing the documents electronically and in a systematic way

Customizable Branding

This feature enables the customization of brand marketing to meet specific requirements and preferences.

Ticket Management

Facilitates in recording and organizing customer complaints into tickets and systematically track their progress until they are resolved

Surveys & Feedback

Helps to disclose the relationship of customer satisfaction rate with sales trends and also helps to get direct accurate feedback

Known Issue Management

Helps to tackle and to manage familiar issues or routine challenges

Knowledge Base

Helps to compile repetitive customer queries and structures them into retrievable how-to articles or FAQs.

Contract (SLA Management)

Helps to manage, automating and organizing important aspects concerning a service-level agreement

Community Forums

Provides an online discussion site that includes a panel of experts who give expert advice and satisfy queries of any kind relevant to the company

Automated Routing

It helps in automatically directing queries and data to the appropriate agent.

Alerts (Escalation)

Helps to route critical tickets to the boss or in-house experts and alerting against them when such come

Self Service Portal

Provides the employees with a website where they can update their accounts, make bill payments, avail necessary information and other self-help functions

Live Chat

Allows you to instantly communicate with your customers and/or exchange chat messages online

Salesforce Service Cloud Pricing

Free Trial

Available

Pricing Options

Premium Plans ( Subscription )

Pricing Plans

Starter Suite $25.00 $25.00 per user / month

The Simple CRM Suite for Marketing, Sales, Service, and Commerce.

Features

Case Management
Customizable Reports & Dashboards
Knowledge Base

Pro Suite $100.00 $100.00 per user / month

The Flexible CRM Suite with Even More Marketing, Sales, Service, and Commerce tools.

Features

Greater Customisation and Automation
Sales Quoting and Forecasting
Enhanced, Real-time Chat

Enterprise $165.00 $165.00 per user / month

The CRM for Service with Built-in AI.

Features

AI for Customer Service
Self-Service Help Center
Workflow Automation

Unlimited $330.00 $330.00 per user / month

The CRM for Service with Chat and 24/7 Support.

Features

24/7/365 Support
AI-powered Chatbots
Chat

Einstein 1 Service $500.00 $500.00 per user / month

The Best of Salesforce for Service with Trusted AI & Data.

Features

Includes Features of Unlimited Plan, Plus
Digital Channels, Service Intelligence, and Slack
Einstein Copilot (Beta) powered by generative AI
Data Cloud

Screenshots of Vendor Pricing Page

Disclaimer: The pricing details were last updated on 21/03/2025 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Salesforce Service Cloud Pricing

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Salesforce Service Cloud Reviews

User Rating

4.7/5 (Based on 25 Ratings)

Rating Distribution

Excellent
68%
Very Good
32%
Average
0%
Poor
0%
Terrible
0%

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Review Summary

User reviews of Salesforce Service Cloud express overwhelmingly positive sentiments, highlighting its effectiveness in enhancing customer service, improving organization, and streamlining business processes. Users praise the platform's ease of use, customizable features, and robust reporting capabilities. Common positive mentions include the user-friendly customer portal, comprehensive engagement with clients, and efficient handling of tickets and events. However, some users noted challenges with the learning curve for complex features, slow loading times, and occasional glitches. Overall, Salesforce Service Cloud is viewed as a powerful tool for enhancing customer interactions and increasing productivity.

Pros

Salesforce Service Cloud enables comprehensive and holistic engagement with constituents.
Salesforce Customer Portal is incredibly userfriendly, with great customer service and customization.
Enables better evaluation of each salesman based on actual sales data for increased accountability.
The integration of email and calendars is a major lifesaver, freeing up time to plan schedules effectively.

Cons

Building current business processes took more effort than was projected.
The basic product works well out of the box but requires extra effort for customization.
It would be nice if Salesforce cost less, but it has increased our sales team's accountability.
We wish it had the same view on mobile as the webbased app for seamless access.