--- description: Learn more about Salesforce Service Cloud price, benefits, and disadvantages for businesses in Australia. Read reviews from verified users and discover similar tools that fit your business needs. image: https://gdm-localsites-assets-gfprod.imgix.net/images/capterra/og_logo-e5a8c001ed0bd1bb922639230fcea71a.png?auto=format%2Cenhance%2Ccompress title: Salesforce Service Cloud Cost & Reviews - Capterra Australia 2026 --- Breadcrumb: [Home](/) > [Help Desk Software](/directory/30008/help-desk/software) > [Salesforce Service Cloud](/software/136189/salesforce) # Salesforce Service Cloud Canonical: https://www.capterra.com.au/software/136189/salesforce Page: 1 / 34\ Next: [Next page](https://www.capterra.com.au/software/136189/salesforce?page=2) > Salesforce Service Cloud is a software that helps service teams deliver personalized support across various channels. > > Verdict: Rated **4.5/5** by 824 users. Top-rated for **Likelihood to recommend**. ----- ## Overview ### Who Uses Salesforce Service Cloud? Salesforce Service Cloud is used by contact centers, IT departments, HR departments, field service operations, and customer support teams. ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 824 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.2/5 | Based on overall reviews | | Value for Money | 4.2/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Salesforce - **Location**: San Francisco, US - **Founded**: 2003 ## Commercial Context - **Starting Price**: USD 25.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese - **Available Countries**: Australia, Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Malaysia, Mexico, Netherlands, Norway and 14 more ## Features - Activity Dashboard - Alerts/Notifications - Asset Tracking - Automated Routing - Call Center Management - Call Logging - Call Monitoring - Call Recording - Call Routing - Call Scripting - Catalog Management - Chat/Messaging - Chatbot - Collaboration Tools - Communication Management - Computer Telephony Integration - Contact Management - Content Management - Corrective and Preventive Actions (CAPA) - Customer Experience Management - Customer History - Customer Management - Delivery Tracking - Dispatch Management - Electronic Signature - Employee Scheduling - For Call Centers - For Insurance Industry - Incident Management - Incident Reporting - Issue Tracking - Knowledge Base Management - Knowledge Management - Labor Forecasting - Lead Management - Live Driver Tracking - Mobile Access - Online Time Clock - Performance Metrics - Permit Issuance - Proactive Chat - Real-Time Updates - Real-time Consumer-facing Chat - Routing - Self Service Portal - Service Request Management - Status Tracking - Task Management - Ticket Management - Transcripts/Chat History ... and 66 more features ## Integrations (17 total) - CRM Analytics - Elastic Enterprise Search - Five9 - Gainsight CS - Helpshift - InGenius - LiveOps - Natterbox - NiCE CXone - Quip - Salesforce Marketing Cloud - Salesforce Platform - Salesforce Sales Cloud - Salesforce Starter - Talkdesk ... and 2 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Help Desk Software](https://www.capterra.com.au/directory/30008/help-desk/software) ## Related Categories - [Help Desk Software](https://www.capterra.com.au/directory/30008/help-desk/software) - [Customer Service Software](https://www.capterra.com.au/directory/22/customer-service/software) - [Call Centre Software](https://www.capterra.com.au/directory/30007/call-center/software) - [Live Chat Software](https://www.capterra.com.au/directory/30797/live-chat/software) - [Work Order Software](https://www.capterra.com.au/directory/30785/work-order/software) ## Alternatives 1. [Zendesk Suite](https://www.capterra.com.au/software/164283/zendesk) — 4.4/5 (4080 reviews) 2. [LiveAgent](https://www.capterra.com.au/software/102188/liveagent) — 4.7/5 (1787 reviews) 3. [Freshdesk](https://www.capterra.com.au/software/124981/freshdesk) — 4.5/5 (3440 reviews) 4. [Salesforce Sales Cloud](https://www.capterra.com.au/software/61368/salesforce) — 4.4/5 (18785 reviews) 5. [LiveChat](https://www.capterra.com.au/software/62194/livechat) — 4.6/5 (1724 reviews) ## Reviews ### "Great for support team but takes time to learn" — 4.0/5 > **Harshul** | *31 March 2026* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: The best thing for me is how everything is in one place. Tickets, calls, customer history, all of it shows up right away so you don’t waste time searching. The automation helps lot too, like routing cases or sending updates without me doing manually. The interface clean once you learn it, and it easy to track customer issues from start - finish. It also integrates well with other tools, which saves a lot of time. > > **Cons**: The biggest downside is the learning curve. It takes really a while to understand where everything is and how the workflows actually work. Some settings are so deep and you have to click around too much. It can feel slow a t times when switching between tabs. Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you need extra features.one thing I dislike more then anything is that it doesnt auto refresh so if there is an update on case you might miss it > > Overall my experience has been good. It’s is a strong tool for managing customer support and the keeping everything organized. Once you get used to the system, it’s smooth and helps speed up the work. It reduced a lot of manual tasks for us and it made it easier to track customers issues. There are a few things that take time to learn, but after that it works well day to day. It’s not perfect but it’s is very reliable and definitely helps with the support work. ----- ### "Salesforce is the best for a reason." — 5.0/5 > **Verified Reviewer** | *1 April 2026* | Pharmaceuticals | Recommendation rating: 10.0/10 > > **Pros**: Service cloud was super helpful for out customer support. We were a super small business just getting started and I got this all setup for us. We started in starter and ended up using this heavily. It's super easy to setup especially if you have even a little Salesforce experience. I had quite a bit so it was cake. > > **Cons**: Not many cons here. I think you just need to realize what you need and why. It can be kind of expensive so really think about what you neeeeeed vs what you want. > > Overall, good experience. It is something I would recommend if you can justify the cost of salesforce. It can make things a lot easier. ----- ### "Customer Care thrives in Service Cloud" — 5.0/5 > **Verified Reviewer** | *17 September 2025* | Retail | Recommendation rating: 10.0/10 > > **Pros**: Service Cloud is a very flexible tool. Although I've only used it at my current company, it's very easy to see how it could be useful for any customer care team in any industry. > > **Cons**: As is the case with any call center manager, so much of its effectiveness depends on how the Salesforce administrator sets up the tool so that it's useful to the agents. A good admin can really unlock the productivity potential of its agents if they have a deep understanding of how the agents need to work. > > Our admin has built a tremendous amount of customization into Service Cloud, but has also made it easy for agents to learn and then to thrive on the job. It is easy for teams to cross reference service tickets between teams thanks to the categories our admin built in. ----- ### "Salesforce integration saves time all around." — 5.0/5 > **Holly** | *14 February 2026* | Alternative Dispute Resolution | Recommendation rating: 10.0/10 > > **Pros**: It is omnichannel functionality and has Einstein AI enabled tools to regulate conversations and interact with warm tones. > > **Cons**: Nothing. It streamlines the whole customer journey from initial contact through the preferred channels to support cases. > > It has been enjoyable and so streamlined. It makes the agent and customer experience consistent and quick. ----- ### "Salesforce service cloud review" — 5.0/5 > **Riley** | *27 February 2026* | Law Practice | Recommendation rating: 10.0/10 > > **Pros**: I really liked being able to see the full customer history alongside active cases, emails, and chats. It made conversations feel more informed and personal. The automation features were also a big plus. > > **Cons**: The biggest challenge is how overwhelming it can feel at the beginning. There are so many features and settings that it takes time to understand what you actually need. Without proper training or a dedicated admin, it is easy to miss out on useful functionality. > > Overall, my experience has been positive. Once everything was set up and the team got comfortable with it, the platform became a reliable and powerful system for managing support ----- Page: 1 / 34\ Next: [Next page](https://www.capterra.com.au/software/136189/salesforce?page=2) ## Links - [View on Capterra](https://www.capterra.com.au/software/136189/salesforce) ## This page is available in the following languages | Locale | URL | | de | | | de-AT | | | de-CH | | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-IL | | | en-IN | | | en-NZ | | | en-SG | | | en-ZA | | | es | | | es-AR | | | es-CL | | | es-CO | | | es-CR | | | es-DO | | | es-EC | | | es-MX | | | es-PA | | | es-PE | | | fi | | | fr | | | fr-BE | | | fr-CA | | | fr-LU | | | it | | | ja | | | nb | | | nl | | | nl-BE | | | pl | | | pt | | | pt-PT | | | sv | | | tr | | ----- ## Structured Data