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Salesforce Service Cloud

AI powered customer service management platform

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Find out with a

Salesforce Service Cloud - 2026 Pricing, Features, Reviews & Alternatives

All user reviews are verified by in-house moderators and provider data by our software research team. Learn more

Last updated: January 2026

Salesforce Service Cloud overview

Based on 811 verified user reviews

What is Salesforce Service Cloud?

By industry, Salesforce Service Cloud reviewers are most commonly professionals in computer software (16%). The most frequent use case cited by reviewers is customer service (46%).

What do users say about Salesforce Service Cloud pricing?

Reviewers indicate that Salesforce Service Cloud offers robust features, which some users feel justify its price. However, users report the cost is a significant drawback, especially for small businesses, and some reviewers find competitors offer better value.

Starting price

25per user /
per month

view pricing plans

try for free

Pros & Cons

Customer Support

Task Automation

Call Management

Navigation

Salesforce Service Cloud’s user interface

Ease of use rating:

4.5

(811)

Salesforce Service Cloud pros, cons and reviews insights

To determine these pros and cons insights, we analyzed responses from

Overall rating

Reviews sentiment

1-2(15)

3-4(325)

5(471)

What do users say about Salesforce Service Cloud?

By industry, Salesforce Service Cloud reviewers are most commonly professionals in computer software (16%). The most frequent use case cited by reviewers is customer service (46%).

Select to learn more

Who uses Salesforce Service Cloud?

Based on 811 verified user reviews.

Company size

Small Businesses

Enterprises

Midsize Businesses

Top industries

Computer Software

Information Technology and Services

Financial Services

Retail

Others

Use cases

Customer Service

Call Center

Customer Engagement

Knowledge Management

Help Desk

Salesforce Service Cloud's key features

Most critical features, based on insights from Salesforce Service Cloud users:

Contact database

4.7

(23)

Customer history

4.7

(15)

Electronic signature

4.8

(4)

Customizable branding

2.7

(3)

Real-Time updates

4.0

(2)

Workforce management

5.0

(2)

All Salesforce Service Cloud features

Features rating:

4.4

(811)

Social media integration

4.0

(6)

Interaction tracking

4.4

(9)

Autoresponders

4.6

(9)

Inspection management

2.0

(1)

Incident reporting

4.0

(1)

File sharing

5.0

(5)

Employee database

(0)

Document storage

4.3

(8)

Document management

4.2

(13)

Dashboard

4.5

(6)

Corrective and preventive actions (capa)

5.0

(1)

Contract/License management

4.0

(1)

Content library

4.7

(3)

Computer telephony integration

4.7

(21)

Communication management

4.7

(10)

Commenting/Notes

5.0

(3)

Caller id

4.6

(5)

Single sign on

4.0

(1)

Screen sharing

4.5

(2)

Activity dashboard

4.3

(8)

Work order creation

5.0

(1)

Reminders

5.0

(2)

Appointment management

4.0

(2)

Real-Time reporting

5.0

(1)

Real-Time monitoring

5.0

(2)

Purchasing & receiving

3.0

(1)

Proactive chat

5.0

(2)

Predictive dialer

4.0

(1)

Maintenance scheduling

5.0

(3)

Automated routing

4.2

(6)

Knowledge management

4.9

(7)

CRM

4.8

(16)

Content management

4.7

(34)

Customizable reports

4.7

(12)

Reporting & statistics

4.2

(12)

Workflow management

4.2

(14)

Customer database

4.7

(53)

Queue management

4.8

(21)

Customizable fields

4.5

(12)

Knowledge base management

4.5

(63)

Lead management

4.7

(18)

Performance metrics

4.4

(11)

Reporting/Analytics

4.5

(49)

Call transfer

4.9

(8)

Call monitoring

4.6

(36)

Support ticket management

4.5

(85)

Call scripting

4.9

(9)

Activity tracking

4.5

(10)

Contact management

4.6

(28)

Task management

4.0

(6)

Help desk management

4.8

(8)

Email management

4.1

(28)

Alerts/Notifications

4.7

(17)

Call center management

4.6

(63)

Scheduling

4.7

(15)

Self service portal

4.4

(13)

Multi-Channel communication

4.3

(22)

Access controls/permissions

4.3

(40)

Third-Party integrations

4.7

(18)

Multi-Language

3.4

(5)

Support ticket tracking

4.6

(7)

Work order management

4.7

(11)

Real-time consumer-facing chat

4.6

(23)

Transcripts/Chat history

4.7

(17)

Service history

4.6

(10)

Live chat

4.3

(31)

Real-Time notifications

4.2

(24)

Call logging

4.5

(45)

Chat/Messaging

4.0

(4)

Mobile access

4.3

(42)

Automatic call distribution

4.4

(19)

Sales pipeline management

4.4

(9)

Customizable templates

4.6

(7)

Collaboration tools

4.5

(6)

Real-Time analytics

5.0

(2)

Service level agreement (sla) management

4.0

(4)

Alerts/Escalation

4.0

(30)

Call recording

4.2

(41)

Full text search

3.7

(12)

Billing & invoicing

4.3

(12)

Employee scheduling

5.0

(2)

Real-Time chat

3.5

(2)

Catalog management

5.0

(3)

Incident management

4.5

(2)

Macros/Templated responses

3.0

(2)

Issue tracking

5.0

(2)

Calendar management

4.8

(4)

IVR

3.0

(2)

Data import/export

4.7

(12)

Call routing

4.8

(15)

Surveys & feedback

4.0

(4)

Compliance management

(0)

API

(0)

Call list management

(0)

Callback scheduling

(0)

Risk alerts

(0)

Risk analysis

(0)

Risk assessment

(0)

Route optimization

(0)

Campaign management

4.3

(4)

Prioritization

4.0

(1)

Assignment management

(0)

Problem management

(0)

Progressive dialer

(0)

Project management

(0)

Asset tracking

(0)

Quality assurance

(0)

Configuration management

(0)

QuickBooks integration

(0)

Quotes/Estimates

3.3

(3)

Configurable workflow

(0)

Real-Time data

(0)

Asset lifecycle management

(0)

Call tracking

4.0

(1)

Approval process control

(0)

Records management

(0)

Release management

(0)

Canned responses

(0)

Accounting integration

4.5

(2)

Widgets

(0)

Website integration

(0)

Utility billing

(0)

Transportation management

(0)

Transfers/Routing

(0)

Capacity management

(0)

Time tracking

(0)

Case management

(0)

Territory management

(0)

Templates

(0)

Technician management

(0)

Taxation & assessment

(0)

Tagging

(0)

Survey/Poll management

(0)

Change management

(0)

Status tracking

(0)

Social media monitoring

(0)

Chatbot

4.0

(1)

SMS messaging

(0)

AI copilot

(0)

Shipping management

(0)

Service request management

(0)

Client portal

(0)

Service catalog

(0)

Code enforcement

4.0

(1)

Search/Filter

(0)

Safety incident management

(0)

Routing

4.7

(3)

Blended call center

(0)

File storage

4.0

(1)

Fixed asset management

(0)

For call centers

(0)

For insurance industry

(0)

For ipad devices

(0)

Forms management

4.0

(1)

Fuel tracking

(0)

Geotargeting

(0)

GPS

(0)

Customizable forms

4.5

(2)

Historical reporting

(0)

Inbound call center

(0)

Availability management

(0)

Inventory control

3.5

(2)

Inventory management

5.0

(1)

Data visualization

(0)

Delivery tracking

(0)

Discussions/Forums

3.7

(3)

Dispatch management

5.0

(1)

Drag & drop

(0)

Driver management

(0)

Email alerts

(0)

Email templates

(0)

Email tracking

(0)

Budgeting/Forecasting

(0)

Employee management

(0)

Equipment maintenance

(0)

Event logs

(0)

Event triggered actions

(0)

Feedback management

4.0

(2)

File management

(0)

Investigation management

(0)

Manual dialer

4.0

(1)

Mobile app

5.0

(1)

Monitoring

(0)

Multi-Channel management

(0)

Call reporting

(0)

Multi-Location

(0)

Offline form

(0)

Online Forums

(0)

Online time clock

4.5

(2)

Order management

(0)

Order tracking

(0)

Outbound call center

(0)

Payment collection in the field

(0)

Performance management

3.0

(1)

Permit issuance

(0)

Audit management

(0)

Issue management

5.0

(1)

IT asset management

(0)

IT incident management

(0)

Job costing

(0)

Job management

5.0

(1)

Job scheduling

(0)

Job tracking

(0)

Customer management

(0)

Automated scheduling

(0)

Labor forecasting

(0)

Lead distribution

(0)

Customer experience management

(0)

Customer complaint tracking

(0)

Live driver tracking

(0)

Location tracking

(0)

Audit trail

(0)

Salesforce Service Cloud awards

ITSM

82/100

Salesforce Service Cloud alternatives

Salesforce Service Cloud

4.5

(811)

visit website

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.1

Features

4.4

Value for Money

4.2

Customer Support

4.3

Salesforce Sales Cloud

4.4

(18.7K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

Zendesk Suite

4.4

(4K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

LiveChat

4.6

(1.7K)

learn more

Starting from

No pricing info

Free trial

Free version

Ease of Use

Features

Value for Money

Customer Support

Salesforce Service Cloud pricing

Pricing plans

Pricing details:

Free plan

Free trial

Subscription

Free Suite

0.00

Features included:

Lead, Account, Contact, and Opportunity Management
Connected Slack Conversations
Simple Email Marketing

Starter Suite

/user

Per month

Features included:

Case Management
Customizable Reports & Dashboards
Knowledge Base
Dynamic Email Marketing & Analytics
Out-of-the-box Sales Processes
Simplified Storefront Builder

Pro Suite

100

/user

Per month

Features included:

Case Swarming
Computer Telephony Integration (CTI)
Omni-Channel Case Routing
Real-Time Chat
Customization and Automation
Sales Quoting and Forecasting
Access to AppExchange

Enterprise

175

/user

Per month

Features included:

AI for Customer Service
Self-Service Help Center
Workflow Automation
Work Order Management
Asset Management and Product Tracking
Advanced Reporting Features

Unlimited

350

/user

Per month

Features included:

24/7/365 support
AI-powered Chatbots
Chat

Agentforce 1 Service

550

/user

Per month

Features included:

Everything in Unlimited plus Digital Channels, Service Intelligence, and Slack
Data Cloud
Einstein Copilot (Beta) powered by generative AI

User opinions about Salesforce Service Cloud price and value

Value for money rating:

4.2

Of 76 reviews that provide robust commentary on Salesforce Service Cloud's price and value, 28% mention it in a positive light.

Reviewers indicate that Salesforce Service Cloud offers a wide range of features and robust functionality, which some users feel justifies its higher price point. Some users say the platform is packed with tools that help improve business processes and increase revenue, making the investment worthwhile for those who can fully leverage its capabilities. They find the value for money acceptable when considering the comprehensive feature set, especially for companies that need advanced CRM solutions. Some reviewers appreciate that the software is competitively priced relative to the functionalities included, and a few mention that it is a good fit for small companies or those who prioritize extensive features.

However, users think the cost is a significant drawback, especially for small businesses or startups with limited budgets. Reviewers indicate that the pricing structure can become expensive quickly, particularly with add-ons, third-party apps, or as more users are added. Some users report that even the minimum pricing plans can be a financial burden for smaller organizations. They say the high upfront and ongoing costs, along with charges for migration and customization, can be prohibitive. Some reviewers find that competitors offer similar or tailored solutions at lower prices, making Salesforce Service Cloud less attractive from a value-for-money perspective.

, and

To see what individual users think of Salesforce Service Cloud's cost and value, check out the review excerpts below.

“Acquiring the Salesforce license is accessible to all types of users, one of the best price-value relationships in the market.”

Lucy J.

Sales Manager

“The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public”

Milthon R.

CEO

“One potential drawback of Salesforce Service Cloud is its relatively high cost, which may be a deterrent for smaller businesses with limited budgets”

Heena P.

Senior Manager

Salesforce Service Cloud integrations (199)

Integrations rated by users

We looked at 811 user reviews to identify which products are mentioned as Salesforce Service Cloud integrations and how users feel about them.

Five9

Integration rating: 5.0 (4)

“Critical to have an app to answer calls and have them integrated with accounts to help us pull up info as need it through out the call ”

Jeyson C.

Dispatch

CXone Mpower

Integration rating: 5.0 (2)

“Initially we used NICE CX one for managing the customer care calls, now thinking of alternatives like salesforce voice.. Etc as NICE CXone lacks call recording and live transcripts”

Anonymous R.

Tech Lead

Vonage Contact Center

Integration rating: 4.5 (2)

“Integrated Vonage to help the service team to quickly contact customers via Salesforce directly and log the call details on the contact record.”

Vershley J.

IT Consultant

Talkdesk

Integration rating: 4.7 (3)

Workforce Optimization (WFO)

Integration rating: 4.7 (3)

Salesforce Sales Cloud

Integration rating: 5.0 (3)

Salesforce Marketing Cloud

Integration rating: 4.0 (2)

InGenius

Integration rating: 5.0 (1)

Elastic Enterprise Search

Integration rating: 5.0 (1)

Salesforce Starter

Integration rating: 5.0 (1)

Salesforce Service Cloud customer support

What do users say about Salesforce Service Cloud customer support?

Customer support rating:

4.2

We analyzed 69 verified user reviews to identify positive and negative aspects of Salesforce Service Cloud customer support.

A number of users highlight Salesforce Service Cloud's customer support as responsive, friendly, and helpful when resolving issues.

Multiple users appreciate the availability of support across various channels and the professionalism of the support staff.

A fair number of users report difficulty reaching customer support, with slow response times and unclear communication.

Select users mention limited support options, lack of phone support on lower tiers, and inconsistent quality of assistance.

Support options

Phone support

Email/help desk

Chat

Faqs/forum

Knowledge base

24/7 (live rep)

Training options

Webinars

Videos

Live online

Documentation

To see what individual users say about Salesforce Service Cloud's customer support, check out the review snippets below.

“It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.”

Imran H.

Team Coordinator

“I liked that Salesforce felt comprehensive in its customer service, going through many different options with me on how to tackle a few problems I had, and I also appreciated its management system in archiving past complaints.”

Mack B.

Digital asset manager

“I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call.”

Patrick C.

Vice President - Sales

Salesforce Service Cloud FAQs

Q. Who are the typical users of Salesforce Service Cloud?

Salesforce Service Cloud has the following typical customers:
Freelancers, Large Enterprises, Mid Size Business, Non Profit, Public Administrations, Small Business

Q. What is Salesforce Service Cloud used for?

Salesforce Service Cloud is a comprehensive software platform that enables organizations to deliver customer support across multiple channels through a unified system that integrates artificial intelligence with human expertise. It is designed to accommodate diverse sectors including contact center operations, field service management, human resources and information technology support. The platform scales according to enterprise needs while maintaining a personalized approach to each customer interaction. Core functionality includes case management that monitors inquiries from initiation to resolution and a unified service console that presents agents with a consolidated workspace for customer data, case histories and service tools. The omni-channel routing engine assigns cases, chats and messages based on agent skills, availability and current workload. The knowledge management system offers a central repository for articles, frequently asked questions and resources accessible to both agents and end users. Artificial intelligence components deliver predictive insights, automated workflows and intelligent service recommendations that optimize productivity. Self-service portals empower customers to obtain answers independently and real-time chat and messaging support spans live chat, messaging applications and short message service channels. Voice integration combines telephony in the platform for contextualized call handling and workflow automation simplifies repetitive processes. Service dashboards and analytics provide real-time visibility into key service metrics, while incident management tools facilitate an organized response to major disruptions. Field service features address workforce mobility through scheduling, dispatching and technician tracking. The platform offers alignment with other cloud modules by connecting to sales, marketing and commerce suites to deliver a unified view of customer interactions across all touchpoints. Open application programming interfaces support connections to external systems and business applications. The application marketplace ecosystem provides extensive options for extending functionality with preconfigured add-ons and integrations. Integrated collaboration tools enhance team communication through direct integration with collaboration platforms and data management connectors unite information flows across the enterprise. Advanced analytics are achievable through integration with visualization and business intelligence solutions. Customization options enable tailored configuration of workflows, user interfaces and data models to meet specific enterprise requirements. The platform supports multilingual environments to address the needs of a global customer base. Enterprise-grade security measures and compliance features align with industry requirements to safeguard data and ensure regulatory adherence. Continuous enhancements and modular architecture facilitate adaptability to evolving business challenges.

Q. What are the benefits of using Salesforce Service Cloud?

Centralizes customer interactions across channels, enabling seamless and consistent support experiences.

Combines AI and human expertise to increase productivity, reduce case resolution times, and improve customer satisfaction.

Provides service teams with data-driven insights and intelligent recommendations for proactive issue resolution and continuous improvement.

Supports integration with sales, marketing, IT, and HR systems, allowing for unified operations and a complete view of each customer.

Simplifies administration and setup, creating a flexible platform that scales with evolving business needs.

Q. What languages does Salesforce Service Cloud support?

Salesforce Service Cloud supports the following languages:
Chinese (Simplified), Chinese (Traditional), Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai

Q. Does Salesforce Service Cloud support mobile devices?

Salesforce Service Cloud supports the following devices:
Android, iPad, iPhone

Q. Does Salesforce Service Cloud offer an API?

Yes, Salesforce Service Cloud has an API available for use.

Q. What level of support does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following support options:
Phone Support, Email/Help Desk, Chat, FAQs/Forum, Knowledge Base, 24/7 (Live rep)