Salesforce Service Cloud Pricing, Features, Reviews & Comparison of Alternatives

Salesforce Service Cloud

Customer service & support software

4.39/5 (436 reviews)

Salesforce Service Cloud overview

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

CONSOLE
With Service Cloud, you can manage all of your cases faster, in a unified agent experience. And the Salesforce1 Platform makes the console really sing — on your desktop and mobile devices.

COMMUNITIES
Service Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.

MULTI-CHANNEL
Multi-channel customer service is a whole new ballgame. With connected objects and predictive intelligence, Service Cloud gives you the power to provide the customer service of the future. Now.

KNOWLEDGE
Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them.

SOCIAL SERVICE
Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.

AGENT COLLABORATION
With Chatter, agents can quickly escalate cases to experts to close cases faster. And with the Salesforce1 Platform, your Chatter feed is integrated into the Service Cloud console for a truly unified experience, whether at your desktop or on a mobile device.

MOBILE
Manage Service Cloud cases from anywhere with the Salesforce1 Platform — the fastest, smartest platform for customer service.
www.salesforce.com

Pricing

Starting from
$25/month
Pricing options
Value for money
View Pricing Plans

Devices

Business size

S
M
L

Markets

United States, Asia, Australia, Brazil, Canada and 9 other markets, China, Europe, Germany, India, Japan, Latin America, Mexico, Middle-East and Africa, United Kingdom

Supported languages

English, Chinese (Simplified), Chinese (Traditional), Dutch, French and 8 other languages, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai
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Salesforce Service Cloud reviews

Value for money
Features
Ease of use
Customer support
  4.1
  4.4
  3.9
  4.2
Patrick Chambers

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

Used daily for 2+ years
Reviewed 2018-05-04
Review Source: Capterra

I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

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Anonymous

Salesforce is one of the best CRM out there!

Used daily for 2+ years
Reviewed 2018-09-10
Review Source: Capterra

Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

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Anonymous

Salesforce Service Cloud - Ready to go out-of-the-box

Used daily for 2+ years
Reviewed 2019-03-13
Review Source: Capterra

We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.

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Anonymous

New Business Owner Tool!

Used daily for 6-12 months
Reviewed 2018-10-19
Review Source: Capterra

I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.

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Romy Apilado

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

Used daily for 2+ years
Reviewed 2018-08-18
Review Source: Capterra

SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

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Salesforce Service Cloud pricing

Starting from
$25/month
Pricing options
Free trial
Subscription
View Pricing Plans

Lightning Essentials: $25 / user / month
Lightning Professional: $75 / user/ month
Lightning Enterprise: $150 / user/ month
Lightning Performance: $300 / user/ month
All plans are billed annually.

Salesforce Service Cloud features

API
Activity Dashboard
Activity Tracking
Audit Trail
Automatic Notifications
Compliance Management
Custom Fields
Customizable Reporting
Data Import/Export
Monitoring
Reporting & Statistics
Third Party Integration
Workflow Management

Auditing (284 other apps)
Document Storage (216 other apps)
Inventory Management (258 other apps)
Inventory Tracking (232 other apps)
Invoice Management (208 other apps)
Real Time Data (264 other apps)
Real Time Reporting (205 other apps)

Category Leaders ranking

Reviews
Integrations
Mobile
Functionality
Security

#11 in Customer Service

View full ranking
65
16
11
20
18

GetApp’s ranking highlights the top 25 apps in different categories on GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Salesforce Service Cloud also features in these categories:

GetApp Analysis

Customers are no longer willing to wait until the next business day to receive responses to their queries and complaints. Salesforce Service Cloud, built on the Salesforce1 Platform, provides organizations with a way to embed one-touch service directly into their products, with multi-channel support designed for today’s nonstop world.

Service Cloud provides agent with tools for quickly managing customer cases, using consoles, communities, knowledge bases, collaboration, social service, and multi-channel support features. In some cases, organizations can even create online support communities where customers are able to find their own answers to common concerns or questions.


What is Salesforce Service Cloud?

Service Cloud is a customer support solution designed for businesses of any size. Businesses are able to provide top quality customer service across every channel, and they can connect with customers on their own terms. Agents are able to provide customers with service through social media, and they can collaborate with other agents through integrated Chatter feeds.

Because Service Cloud is completely cloud-based, agents are able to manage cases from anywhere, at any time. Customer feedback and satisfaction levels can be tracked from any smartphone or tablet device using Salesforce’s mobile app and real-time dashboards.


Who is Salesforce Service Cloud for?

Because Salesforce 1 Service Cloud is available in multiple editions, the platform can be utilized by businesses in a number of different industries. Businesses that use Salesforce 1 Service Cloud range from the smallest organizations—including small contact center teams that need access to basic services and support functionalities—to some of the largest companies in the world.

Among the businesses that have adopted Salesforce 1 Service Cloud, the solution is often utilized by employees within every department. Customer support agents are the most frequent users of Salesforce 1 Service Cloud. However, project managers and even upper level executives can rely on the solution, as well.


Main features

Managing Cases

With Service Cloud, agents can juggle multiple cases at once. By unifying the agent experience into one platform, Salesforce has created a way for agents to respond to multiple support requests through multiple channels. Cases can be managed on both desktop and mobile devices.

The console is your primary case management interface, and it’s the place you’ll visit to get an idea of how your customers are feeling on a day-to-day basis. By putting as much information as possible onto one page, Salesforce has decreased the amount of clicking and scrolling you’ll need to do when finding, updating, and creating new records. You can even see visual indicators that update in real-time when lists or records are changed by other agents on your team.

Creating Knowledge Bases

Agents are able to create and manage content, which Salesforce calls “articles,” within their companies’ knowledge bases. These articles can be an excellent resource when agents are looking for the answers to questions that are infrequently asked by customers.

To improve the efficiency and effectiveness of your knowledge base, create separate article types and categorize articles to allow administrators to control article visibility. For example, some articles may be accessible to agents-only, and other articles may be accessible to both agents and end-users.

Collaborating With Agents

Nobody knows all the answers. Service Cloud capitalizes on this by introducing a way for agents to quickly solicit advice and feedback from colleagues through the Salesforce platform. Using Chatter, agents are able to escalate cases to experts who have experience managing similar situations.

Because Service Cloud is built on the Salesforce1 Platform, it is easy to integrate the solution into your existing Chatter feed. From your desktop or mobile device, you can communicate with colleagues in real-time, asking for advice on how to handle difficult situations or handing off specific cases to experts within your department.

Enabling Self-Support

Using Service Cloud Communities, customers can find the answers to their own questions without relying on the help of a dedicated company agent. Regardless of the device a customer is using, self-service tools make it easy to troubleshoot and ask for help from other users within a supportive community.

When you enable Service Cloud Communities, you’re able to add support tabs to your apps, Facebook pages, and mobile websites. Through these support tabs, your customers can browse articles and community posts, and they can find answers to their questions without submitting a ticket to one of your agents. Service Cloud monitors all customer inquiries, and those that aren’t resolved on their own are ultimately flagged for follow-up by an agent on your team.

Mobilizing Customer Service

Service Cloud is available on more than just desktop devices. Using the solution, companies can offer their customers immediate service and support through any mobile device, as well. Using apps or mobile sites, customers can find the right products, get answers to their questions, and watch demonstration videos.

When customers still have questions even after using Service Cloud’s self-service mobile tools, they’ll often start chat sessions with agents from inside the mobile app. As a company service manager, you can participate in these sessions. You can also track agent productivity levels and customer satisfaction through your own mobile device at any time.


Integrations

Service Cloud is built on the Salesforce1 Platform, and as a result, it is fully integrated into the Salesforce ecosystem. Users are able to customize their business processes and leverage any pre-built integrations they may have with ISV and partner applications. Service Cloud integrates with Desk.com.


Pricing

Service Cloud is available with three levels of pricing. The most inexpensive option is the Professional plan, which costs $65 per user, per month. Next up is the Enterprise plan, which costs $135 per user, per month. Finally, large organizations can select the Performance plan at $300 per user, per month.


Bottom line

  • Provides businesses with ways to embed one-touch service directly into their products

  • Built on the Salesforce1 Platform

  • Agents can host live chats through desktop or mobile

  • Create self-service customer communities

  • Complete social integration


Additional information for Salesforce Service Cloud

Key features of Salesforce Service Cloud

  • Customizable agent console
  • Customizable reporting & analytics
  • Web & email case capture
  • Multi-lingual
  • Social integration
  • Mobile
  • Workflow & approval automation
  • Goals, coaching, and rewards for teams
  • Computer-telephony integration
  • Case management (auto-assignment, rules & queues)
  • Live agent web chat
  • Dynamic Knowledgebase
  • Role permissions
  • Contract & entitlement management
  • Agent & team collaboration
  • Self-service community
  • Asset management & product tracking
View All Features

Benefits

-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.