App comparison

Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.

Software categories Blog & research About us

GetApp offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.

Our commitment

Independent research methodology

Our researchers use a mix of verified reviews, independent research, and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology.

Learn more

How GetApp verifies reviews

GetApp carefully verified over 2 million reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI.

Learn more

How GetApp ensures transparency

GetApp lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. GetApp is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website.

Learn more

Salesforce Service Cloud

Customer Service & Field Service Management Solutions

Last updated: March 2025

Table of Contents

Is this product right for your business?

Find out with a

Salesforce Service Cloud - 2025 Pricing, Features, Reviews & Alternatives

What is Salesforce Service Cloud?

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.

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.

Starting from

/user

Per month

Alternatives with better value for money

Salesforce Service Cloud’s pros and cons based on 787 verified reviews

To identify what users like and dislike about Salesforce Service Cloud, our data scientists apply advanced modeling techniques to our proprietary reviews data. We've sorted the resulting list of pros and cons based on the percentage of users who expressed positive sentiment toward the given topic in their reviews.

To determine these pros and cons insights, we analyzed responses from 787 verified reviews

Comprehensive client tracking

97% of reviewers feel positive about Salesforce's client tracking capabilities. Reviewers appreciate the ability to manage and track client interactions seamlessly, from initial contact to service completion. They find the automatic email logging, intuitive case routing, and detailed tracking of client data particularly useful for maintaining complete visibility into client accounts and improving customer service.

See related user reviews

“We use Salesforce Service Cloud to track individuals as they interact with our organization, which enables us to proactively engage them on a personal level.”

Dana Huyge

Youth Orchestra Administrator

“The automatic email feature that logs emails between yourself and your clients is the nicest thing about SalesForce as it neatly keeps track of all your interactions.”

Calin Hess

Marketing Account Manager

Enhanced team collaboration

92% of reviewers feel positive about Salesforce's team collaboration features. Users indicate that tools like 'Chatter' and integrated workflows significantly improve communication and coordination among team members. They value the transparency and efficiency these features bring to project management, allowing different teams to work together effectively and resolve issues faster.

See related user reviews

“Using "Chatter," the social media component of Salesforce, able to collaborate within a large company of more than 15,000 employees.”

Mar Raybuck

Mobile Computing and AR/VR Manager

“Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster. ”

Shrikant Bagal

Team Lead ( Salesforce Developer )

Effective client management

92% of reviewers feel positive about Salesforce's client management capabilities. Users report that the platform helps them manage client data efficiently, providing quick access to comprehensive client information. They appreciate the personalized attention they can offer clients, which enhances client satisfaction and retention. The integration with other systems is also noted as a key benefit.

See related user reviews

“As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.”

Chiara Santambrogio

Reviewer

“I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients.”

Elizabeth Weiser

Senior Director Of Digital Marketing

Efficient tracking management

92% of reviewers feel positive about Salesforce's tracking management. Users say the platform allows them to track sales, service cases, and other activities in a well-organized manner. They find the customizable tracking options and real-time analytics particularly helpful for monitoring performance and staying organized.

See related user reviews

“Service Cloud allows us to track case management with our customers in a seamless way that lets us stay connected to the rest of our sales data.”

Anthony Frank

System Engineer

“The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.”

Shane Surowski

Product Support

Insightful dashboard analytics

91% of reviewers feel positive about Salesforce's dashboard analytics. Reviewers appreciate the ability to create detailed reports and dashboards that provide valuable insights into business performance. They find the visualization and data processing options helpful for making informed decisions and improving overall productivity.

See related user reviews

“Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.”

Cassandra Tyros

Marketing Specialist

“Analytics, reporting, dashboards and drill down features are very detailed and easy to customize”

Aly Hajiani

Business Development Executive | United States Enterprise Sales.

High Cost Concerns

72% of reviewers feel negative about Salesforce Service Cloud's value for money/pricing. Some users report that the high cost can be prohibitive for small businesses or startups. They feel the pricing structure is challenging and that advanced features and user licenses are expensive. Some users mention the cost of add-ons and complexity of customization strain their budgets. They also indicate that paying for a year in advance and difficulty in migrating data are drawbacks.

See related user reviews

“Even the minimum tariff plan for SalesForce can be an unbearable financial burden for small businesses that are forced to save every dollar.”

Claudia Chena

SEO optimizer assistant

“the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.”

Imran Hossain

Team Coordinator

Slow performance speed

71% of reviewers feel negative about Salesforce's performance speed. Users report that the platform can be slow, especially when loading multiple tabs or dealing with network issues. They find the slow interface and occasional lagging frustrating, particularly during high-demand periods.

See related user reviews

“The software is a little slow when the networks are not good and the normal chats suddenly pop ups which I personally find difficult to manage at the time when a customer is active”

Pratik Negi

Content

“It has a somewhat slow interface, also has a very bad performance, not to say regrettable, like its optimization and also needs a good memory because it demands too much.”

Andres Ramirez

Assistant university professor

Frequent technical issues

59% of reviewers feel negative about Salesforce's technical stability. Users mention encountering various glitches and errors, such as system crashes and connectivity problems. They find these issues disruptive to their workflow and often require technical support to resolve, which can be time-consuming.

See related user reviews

“The system encounters errors when attempting to close parent cases holding over a hundred child tickets, which causes for great headache when trying to close such a parent case.”

Chris McKinney

Lead Desk Technician

“Sometimes when using this app in mobile phones, it crashes way too often, and also sometimes im having problems in recognizing url.”

Ailyn Mae Enriquez

Finance Associate

Complex user management

46% of reviewers feel negative about Salesforce's user management. Users find the platform difficult to configure without IT support and report issues with user permissions and account sharing. They also mention that the system can be unintuitive for new users, making it challenging to manage accounts effectively.

See related user reviews

“Secondly, it is very difficult to configure it yourself (and we have not one programmer and a system administrator in our staff).”

Eugene Orehov

Business Development Manager

“I do not like that you cannot share an account with other employees or have multiple employees use your account.”

Patrick Zydziak

Business Processing Center Student Assistant

Salesforce Service Cloud's key features

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

Contact Database

4.7

(22)

Queue Management

4.8

(17)

Customer History

4.7

(12)

Real-Time Analytics

5.0

(2)

Commenting/Notes

5.0

(4)

Call Transfer

4.7

(3)

All Salesforce Service Cloud features

Features rating:

4.4

(787)

Interaction Tracking

4.4

(9)

Inspection Management

2.0

(1)

Incident Reporting

4.0

(1)

File Sharing

5.0

(5)

Employee Database

(0)

Electronic Signature

4.8

(4)

Document Storage

4.3

(8)

Document Management

4.2

(12)

Dashboard

4.5

(6)

Call Scripting

4.9

(7)

Customizable Fields

4.3

(7)

Customizable Branding

2.7

(3)

Caller ID

4.6

(5)

CRM

4.9

(8)

Corrective and Preventive Actions (CAPA)

5.0

(1)

Contract/License Management

4.0

(1)

Content Library

4.5

(2)

Chat/Messaging

4.7

(3)

Computer Telephony Integration

4.7

(21)

Communication Management

4.7

(10)

Activity Dashboard

4.0

(5)

Single Sign On

4.0

(1)

Screen Sharing

4.5

(2)

Reminders

5.0

(2)

Appointment Management

4.0

(2)

Real-Time Updates

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)

Automated Routing

4.2

(6)

Social Media Integration

3.8

(5)

Maintenance Scheduling

5.0

(3)

Autoresponders

4.7

(6)

Knowledge Management

4.8

(5)

Content Management

4.6

(31)

Customizable Reports

4.8

(10)

Customer Database

4.7

(53)

Reporting & Statistics

3.9

(9)

Workflow Management

3.8

(9)

Performance Metrics

4.4

(11)

Knowledge Base Management

4.4

(58)

Third-Party Integrations

4.6

(10)

Reporting/Analytics

4.5

(44)

Support Ticket Management

4.5

(83)

Call Monitoring

4.6

(33)

Lead Management

4.6

(13)

Multi-Channel Communication

4.3

(21)

Contact Management

4.6

(28)

Help Desk Management

4.8

(8)

Alerts/Notifications

4.5

(13)

Activity Tracking

4.4

(9)

Task Management

4.0

(6)

Email Management

4.1

(27)

Call Center Management

4.6

(61)

Scheduling

4.7

(15)

Access Controls/Permissions

4.2

(38)

Multi-Language

3.4

(5)

Support Ticket Tracking

4.6

(7)

Real-time Consumer-facing Chat

4.6

(23)

Transcripts/Chat History

4.7

(17)

Work Order Management

4.8

(10)

Service History

4.6

(10)

Real-Time Notifications

4.2

(24)

Call Logging

4.5

(45)

Live Chat

4.3

(25)

Mobile Access

4.3

(40)

Automatic Call Distribution

4.4

(19)

Self Service Portal

4.2

(10)

Service Level Agreement (SLA) Management

4.0

(4)

Collaboration Tools

4.5

(6)

Sales Pipeline Management

4.4

(8)

Alerts/Escalation

4.0

(29)

Full Text Search

3.7

(12)

Call Recording

4.2

(41)

Customizable Templates

4.7

(6)

Billing & Invoicing

4.3

(12)

Macros/Templated Responses

3.0

(2)

Incident Management

4.5

(2)

Calendar Management

4.8

(4)

Catalog Management

5.0

(3)

Data Import/Export

4.7

(12)

Real-Time Chat

3.5

(2)

Issue Tracking

5.0

(2)

Employee Scheduling

5.0

(2)

IVR

3.0

(2)

Call Routing

4.8

(15)

Surveys & Feedback

4.0

(4)

Risk Assessment

(0)

Route Optimization

(0)

Risk Analysis

(0)

Risk Alerts

(0)

Routing

4.7

(3)

Campaign Management

4.3

(4)

Safety Incident Management

(0)

Driver Management

(0)

Issue Management

5.0

(1)

Problem Management

(0)

Progressive Dialer

(0)

Project Management

(0)

Assignment Management

(0)

Quality Assurance

(0)

QuickBooks Integration

(0)

Quotes/Estimates

3.3

(3)

Callback Scheduling

(0)

Real-Time Data

(0)

Asset Tracking

(0)

Customer Management

(0)

Asset Lifecycle Management

(0)

Approval Process Control

(0)

Records Management

(0)

Release Management

(0)

API

(0)

Customer Experience Management

(0)

Code Enforcement

4.0

(1)

Work Order Creation

(0)

Widgets

(0)

Website Integration

(0)

Virtual Assistant

(0)

Utility Billing

(0)

Transportation Management

(0)

Transfers/Routing

(0)

Compliance Management

(0)

Time Tracking

(0)

Client Portal

(0)

Territory Management

(0)

Technician Management

(0)

Taxation & Assessment

(0)

Configurable Workflow

(0)

Tagging

(0)

Survey/Poll Management

(0)

Configuration Management

(0)

Change Management

(0)

Status Tracking

(0)

Social Media Monitoring

(0)

Accounting Integration

4.5

(2)

SMS Messaging

(0)

Shipping Management

(0)

Service Request Management

(0)

Case Management

(0)

Capacity Management

(0)

Service Catalog

(0)

Canned Responses

(0)

Search/Filter

(0)

Drag & Drop

(0)

Customer Complaint Tracking

(0)

Investigation Management

(0)

Inventory Management

5.0

(1)

Inventory Control

3.5

(2)

Blended Call Center

(0)

Budgeting/Forecasting

(0)

Inbound Call Center

(0)

Historical Reporting

(0)

Data Visualization

(0)

GPS

(0)

Geotargeting

(0)

Dispatch Management

5.0

(1)

Fuel Tracking

(0)

Forms Management

4.0

(1)

For iPad Devices

(0)

For Insurance Industry

(0)

For Call Centers

(0)

Fixed Asset Management

(0)

File Storage

4.0

(1)

Delivery Tracking

(0)

File Management

(0)

Feedback Management

4.0

(2)

Event Triggered Actions

(0)

Event Logs

(0)

Equipment Maintenance

(0)

Employee Management

(0)

Call List Management

(0)

Email Tracking

(0)

Email Templates

(0)

Discussions/Forums

3.7

(3)

Email Alerts

(0)

Audit Management

(0)

Prioritization

4.0

(1)

Audit Trail

(0)

Permit Issuance

(0)

Automated Scheduling

(0)

Performance Management

3.0

(1)

Payment Collection in the Field

(0)

Outbound Call Center

(0)

Order Tracking

(0)

Order Management

(0)

Online Time Clock

4.5

(2)

Online Forums

(0)

Offline Form

(0)

Multi-Location

(0)

Call Tracking

4.0

(1)

Multi-Channel Management

(0)

Customizable Forms

4.5

(2)

Monitoring

(0)

Manual Dialer

4.0

(1)

Location Tracking

(0)

Live Driver Tracking

(0)

Call Reporting

(0)

Lead Distribution

(0)

Labor Forecasting

(0)

Availability Management

(0)

Job Tracking

(0)

Job Scheduling

(0)

Job Management

5.0

(1)

Job Costing

(0)

IT Incident Management

(0)

IT Asset Management

(0)

Salesforce Service Cloud awards

Salesforce Service Cloud alternatives

Salesforce Service Cloud

4.5

(787)

Starting from

/user

Per month

Free trial

Free version

Ease of Use

4.1

Features

4.4

Value for Money

4.2

Customer Support

4.2

Zoho Desk

4.5

(2.1K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.4

Features

4.5

Value for Money

4.5

Customer Support

4.3

Tidio

4.7

(464)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.6

Features

4.6

Value for Money

4.5

Customer Support

4.6

Zoho CRM

4.3

(6.9K)

visit website

Starting from

Per month

Free trial

Free version

Ease of Use

4.2

Features

4.3

Value for Money

4.3

Customer Support

4.1

Salesforce Service Cloud pricing

Value for money rating:

4.2

Starting from

/user

Per month

Pricing details

Subscription

Free trial

Free plan

Pricing range

view pricing plans

Salesforce Service Cloud integrations (182)

Integrations rated by users

We looked through 787 user reviews, to identify which products are mentioned as Salesforce Service Cloud integrations, and what is the users perception.

Five9

Integration rating: 5.0 (3)

“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 Castro

Dispatch

Jira

Integration rating: 4.0 (2)

“Was not easy to integrate because of salesforce, but in the end, it work very well”

Anonymous Reviewer

Product director

CXone Mpower

Integration rating: 5.0 (1)

“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 Reviewer

Tech Lead

ZoomInfo Sales

Integration rating: 2.0 (1)

“Important to have a CRM that we can connect our contacts with, support team wouldn't assist in the integration”

Trevor Hawkins

Logistics Sales Representative

Revenue.io

Integration rating: 5.0 (1)

“When you integrate Revenue.io with Salesforce, you get maximum productivity. You can also store all the conversation details through Salesforce and apart from that, you can go through the call conversation history with the help of Salesforce.”

Barkha Gehani

Customer Service Representative

Integration rating: 4.0 (1)

“in my work integration is important, because I can connect with my clients in a more agile and automated way, speeding up my time a lot ”

Thalita oliveira

professora

ServiceNow Customer Service Management

Integration rating: 5.0 (1)

“We support many territories from the entire world and some of them use Salesforce Service Cloud and rest of them Service Now - that is why it was really important for our support team to integrate these both systems so we can save our time and focus on one ticketing system.”

Norbert Kassjaniuk

Functional Analyst

CRM Analytics

Integration rating: 4.0 (2)

Salesforce Sales Cloud

Integration rating: 5.0 (2)

Geotab

Integration rating: 5.0 (1)

Google Drive

Integration rating: 5.0 (1)

Talkdesk

Integration rating: 5.0 (1)

SAP S/4HANA Cloud

Integration rating: 5.0 (1)

Quip

Integration rating: 4.0 (1)

FreshBooks

Integration rating: 4.0 (1)

Oracle PeopleSoft

Integration rating: 5.0 (1)

AccessPay Platform

Integration rating: 4.0 (1)

Smartsheet

Integration rating: 4.0 (1)

Twilio

Integration rating: 4.0 (1)

Rippling

Integration rating: 5.0 (1)

Microsoft SQL Server

Integration rating: 5.0 (1)

Workforce Optimization (WFO)

Integration rating: 5.0 (1)

SAP Concur

Integration rating: 5.0 (1)

Evernote Teams

Integration rating: 4.0 (1)

Microsoft Outlook

Integration rating: 5.0 (1)

Salesforce Service Cloud support options

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 reviews

Overall rating

4.5

787

Positive reviews

Rating breakdown

Value for money
Ease of use
Features
Customer support
Likelihood to recommend8.21/10

Rating distribution

450

267

Pros

“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.”

Christopher M.

Owner

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

Elaida O.

Recruitment Specialist

“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.”

Verified reviewer

Anonymity request

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.

Director of Development

“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.”

Verified reviewer

Anonymity request

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

Harry F.

President

Read all reviews

Salesforce Service Cloud FAQs

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud has the following pricing plans:
Starting from: $25.00/month
Pricing model: Subscription
Free Trial: Available | (No Credit Card required)

These products have better value for money

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 (Traditional), Italian, English, Japanese, Korean, Spanish, German, Thai, Swedish, Chinese (Simplified), French, Dutch, Portuguese

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)