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Salesforce Service Cloud
Based on GetApp‘s extensive, proprietary database of in-depth, verified user reviews
AI powered customer service management platform
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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
What is Salesforce Service Cloud?
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.
Who uses Salesforce Service Cloud?
By industry, Salesforce Service Cloud reviewers are most commonly professionals in computer software (16%). The most frequent use case for Salesforce Service Cloud cited by reviewers is customer service (45% of reviewers).
What do users say about Salesforce Service Cloud pricing?
Some reviewers find Salesforce Service Cloud a valuable investment due to its customization and integration options, and some appreciate discounts for charities. However, many users report that high costs, complex pricing, and expensive add-ons are significant barriers.
Starting price
per month
Pros & Cons
Assistance
Connectivity
Oversight
Navigation
Affordability
Stability
Salesforce Service Cloud’s user interface
Salesforce Service Cloud pros, cons and reviews insights
To determine these pros and cons insights, we analyzed responses from
Overall rating
Value for money
4.2
Features
4.4
Ease of use
4.1
Customer support
4.3
Reviews sentiment
What do users say about Salesforce Service Cloud?
Reviewers feel Salesforce Service Cloud offers robust customer support tools, strong automation, and effective case management, helping them streamline workflows and deliver personalized service. They value its extensive customization, reporting capabilities, and integrations with other Salesforce and third-party products, which support a wide range of business needs and improve team productivity. They also appreciate the centralized view of customer data and the ability to manage interactions across multiple channels.
Users indicate the platform has a steep learning curve and requires significant training, especially for new users or advanced customization. They find the interface can be unintuitive and complex, and many mention the high cost as a drawback, particularly for smaller businesses.
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Who uses Salesforce Service Cloud?
Based on 810 verified user reviews.
Company size
Small Businesses
Enterprises
Midsize Businesses
Top industries
Use cases
Salesforce Service Cloud's key features
Most critical features, based on insights from Salesforce Service Cloud users:
All Salesforce Service Cloud features
Features rating:
Salesforce Service Cloud awards
Salesforce Service Cloud alternatives
Salesforce Service Cloud
Starting from
25
/user
Per month
Salesforce Sales Cloud
Starting from
25
Per month
LiveChat
Starting from
24
Per month
Freshdesk
Starting from
19
Per month
Salesforce Service Cloud pricing
Pricing plans
Pricing details:
User opinions about Salesforce Service Cloud price and value
Value for money rating:
Of 94 reviews that provide robust commentary on Salesforce Service Cloud's price and value, 28% mention it in a positive light.
Some reviewers find Salesforce Service Cloud to be a valuable investment due to its extensive customization and integration options, which they believe justify the higher cost. They appreciate the range of features and functionalities that come with the software, noting that it provides good value for the price, especially for larger companies or those that can fully utilize its capabilities. Users think the initial setup and configuration are worth the investment, and some appreciate discounts for charities and non-profits.
However, many users report that the high cost can be prohibitive, particularly for small businesses or startups with limited budgets. They feel that the pricing structure is challenging and that the cost of advanced features and user licenses can be a significant barrier. Some users mention that the expense of add-ons and the complexity of customization can further strain their budgets. Additionally, the requirement to pay for a year in advance and the difficulty in migrating data if switching products are also noted as drawbacks.
, and
To see what individual users think of Salesforce Service Cloud's cost and value, check out the review excerpts below.
Milthon R.
CEO
Salesforce Service Cloud integrations (198)
Integrations rated by users
We looked at 810 user reviews to identify which products are mentioned as Salesforce Service Cloud integrations and how users feel about them.
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
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
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
Integration rating: 4.7 (3)
Integration rating: 4.7 (3)
Integration rating: 5.0 (3)
Integration rating: 4.0 (2)
Integration rating: 5.0 (1)
Integration rating: 5.0 (1)
Integration rating: 5.0 (1)
Salesforce Service Cloud customer support
What do users say about Salesforce Service Cloud customer support?
Customer support rating:
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
Training options
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
Salesforce Service Cloud has the following pricing plans:
Starting from: $25.00/month
Pricing model: Free, Subscription
Free Trial: Available | (No Credit Card required)
Q. What are the benefits of using Salesforce Service Cloud?
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 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 other apps does Salesforce Service Cloud integrate with?
Salesforce Service Cloud integrates with the following applications:
Salesforce Starter, Talkdesk, Salesforce Marketing Cloud, Quip, CXone Mpower, Five9, Vonage Contact Center, Elastic Enterprise Search, InGenius, Natterbox, Workforce Optimization (WFO), CRM Analytics, Salesforce Sales Cloud, LiveOps, Gainsight CS, Helpshift, Salesforce Platform
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)
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