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Salesforce Service Cloud Pricing, Features, Reviews and Alternatives

Salesforce Service Cloud product overview

What is Salesforce Service Cloud?

7 Key Ways Service Cloud Empowers Companies to Deliver Frictionless Service:

Key benefits of using Salesforce Service Cloud

-Increased Customer Satisfaction

-Increased Agent Productivity

-Decreased Support Costs

-Integration to Platform Ecosystem

-Companies can now deliver a full range of self-service options so that customers can
help themselves, which leads to increased Customer Satisfaction and decreased Support Costs.

-By empowering Agents with all of the information they need to resolve customer in a single interface drives increased Agent Productivity.

-The Salesforce platform allows companies customize business processes and leverage the pre-built integrations with the ecosystem of ISV and partner applications.

Typical customers

Freelancers
Small businesses
Mid size businesses
Large enterprises

Platforms supported

Web
Android
iPhone/iPad

Support options

Phone Support
Email/Help Desk
Chat
FAQs/Forum
Knowledge Base
24/7 (Live rep)

Training options

Webinars
Videos
Live Online
Documentation

Salesforce Service Cloud pricing information

Value for money

4.1

/5

532

Price starts from

No info

Pricing options

Free plan
Subscription
Free trial
Pricing range

Value for money contenders

Salesforce Service Cloud features

Functionality

4.3

/5

532
Total Features181 21 categories

Most valued features by users

Alerts/Notifications
Reporting & Statistics
Activity Dashboard
Reporting/Analytics
API
Third Party Integrations
Document Management
Inventory Management

Functionality contenders

Salesforce Service Cloud users reviews

Overall rating

4.4

/5

532

Positive reviews

90%

Write a review
Rating breakdown
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8.16/10
Rating distribution

5

4

3

2

1

279

200

40

11

2

Pros
I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.

AR

Anonymous Reviewer

I used this and best in customer support, sales product and operation. I recommend this to those have a business this will help you.

EO

Elaida O.

Great, easy to use software for start up to smaller type businesses who need an easy to use software that you do not have to spend a lot of time setting up and has a great easy to use interface.

CM

Christopher M.

Cons
The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.

Claire B.

The information that comes in from emails regarding Salesforce can sometimes be a little misleading or is just not in the same location that it was before. Product information that is.

AR

Anonymous Reviewer

Similar to the product that salesforce bought and then killed DESK.com.

HF

Harry F.

Overall rating contenders

Overall Rating

Outstanding Customer Service Platform

Reviewed a year ago

Transcript

Narendhar R.: Hi, my name is Naren. I'm working as a lead software developer in financial industry. And...

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend10/10

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Awesome Ticketing System

Reviewed 2 years ago

Users are really more productive than previous tool

Pros

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Salesforce can work for you as a tech support executive

Reviewed a month ago

Really enjoy working with the service. It's easy to manage and integrations are great

Pros

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Cons

requires a salesforce administrator since nothing comes out of the box

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support

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Complex customer support software

Reviewed a year ago

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.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend8/10

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Complex, but worth the learning curve

Reviewed 4 months ago
Pros

Salesforce Service Cloud has made it so much easier to customize our frontline agents' experience, with integrated knowledge hubs, tooling, and more.

Cons

There's definitely a learning curve, but ultimately I feel that the benefits are worth the time investment that the team had to make.

Overall Rating
  • Value for money
  • Ease of use
  • Features
  • Customer support
  • Likelihood to recommend9/10

Share this review:

Best bet for Service

Reviewed 11 days ago

Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant

Pros

Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.

Cons

Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well

Salesforce Service Cloud FAQs and common questions

Salesforce Service Cloud has the following pricing plans:
Pricing model: Subscription
Free Trial: Available


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


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


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


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


Salesforce Service Cloud integrates with the following applications:
Moxie Concierge, Salesforce Essentials, Talkdesk, Salesforce Marketing Cloud, Quip, NICE inContact, Five9, Vonage Contact Center, Swiftype Site Search, InGenius, Natterbox, Monet Software, Salesforce Sales Cloud, LiveOps, Gainsight CS, Helpshift, Salesforce App Cloud


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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