15 years helping Australian businesses
choose better software

Salesforce Service Cloud

Salesforce Service Cloud

What Is Salesforce Service Cloud?

Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level.

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for the Communications industry.

Salesforce Service Cloud Software - 1
Salesforce Service Cloud Software - 2

Not sure about Salesforce Service Cloud? Compare with a popular alternative

Salesforce Service Cloud

Salesforce Service Cloud

4.4 (760)
USD 25.00
month
Free version
Free trial
199
22
4.1 (760)
4.1 (760)
4.2 (760)
VS
Starting Price
Pricing Options
Features
Integrations
Ease of Use
Value for Money
Customer Service
USD 14.00
month
Free version
Free trial
202
70
4.1 (6,749)
4.3 (6,749)
4.1 (6,749)
Green rating bars show the winning product based on the average rating and number of reviews.

Other great alternatives to Salesforce Service Cloud

JIRA Service Management
Top rated features
Support Ticket Management
Task Management
Ticket Management
Zoho CRM
Top rated features
CRM
For Startups
Help Desk Management
SolarWinds Service Desk
Top rated features
Access Controls/Permissions
Alerts/Escalation
Real-Time Notifications
sales-i
Top rated features
No features have been rated by reviewers for this product.
Infobip
Top rated features
Mass Texting
Message Personalization
Scheduled Messaging
Lead Gen & CRM (formerly SharpSpring)
Top rated features
Contact Management
Lead Management
Marketing Automation
Microsoft Excel
Top rated features
Collaboration Tools
Data Import/Export
Offline Access
ROBOT ID
Top rated features
No features have been rated by reviewers for this product.
Adobe Workfront
Top rated features
Document Storage
Strategic Planning
Time & Expense Tracking

Reviews of Salesforce Service Cloud

Average score

Overall
4.4
Ease of Use
4.1
Customer Service
4.2
Features
4.4
Value for Money
4.1

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Elizabeth
Elizabeth
Senior Director Of Digital Marketing in US
Verified LinkedIn User
Retail, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

Excellent for data tracking and analysis

5.0 2 years ago

Comments: 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.

Lillian
Lillian
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Complete customer relationship management on the cloud

4.0 last year

Comments: 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.

Rodrigo
Senior Customer Success Partner in Ireland
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Perfect CRM for a company

5.0 last month New

Comments: my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.

Pros:

What I love most are the reports that we can create based on the information that we want to see

Cons:

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Govindraj
Head of Support in India
Hospitality, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

Complex customer support software

2.0 4 years ago

Comments: 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.

Mason
Sales in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

User friendly

5.0 4 months ago

Comments: My personal experience has been overall positive.

Pros:

The reliability to be able to depend on the service in real time.

Cons:

I don’t have access to use the full capability. But from what I have used no cons.