Salesforce Service Cloud Features List

Salesforce Service Cloud

Customer service & support software

4.27/5 (324 reviews)

Salesforce Service Cloud Feature Summary

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

Salesforce Service Cloud Features In Depth

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.

Operations Management Feature Comparison

Most popular features of all Operations Management apps

API (372 other apps)
Activity Dashboard (248 other apps)
Activity Tracking (157 other apps)
Auditing (213 other apps)
Automatic Notifications (260 other apps)
Compliance Management (165 other apps)
Custom Fields (148 other apps)
Customizable Reporting (206 other apps)
Data Import/Export (208 other apps)
Document Storage (150 other apps)
Inventory Management (176 other apps)
Inventory Tracking (167 other apps)
Invoice Management (157 other apps)
Monitoring (162 other apps)
Multi-Location (140 other apps)
Real Time Data (172 other apps)
Real Time Reporting (140 other apps)
Reporting & Statistics (166 other apps)
Third Party Integration (178 other apps)
Workflow Management (173 other apps)

Competitor Feature Comparison

API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Response Control
Email Templates
Email Tracking
Employee Communities
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Goal Setting / Tracking
Graphical Data Presentation
Guided Problem Solving
History Tracking
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Order Management
Performance Management
Performance Reports
Permission Management
Prioritizing
Problem Management
Real Time Monitoring
Real Time Updates
Records Management
Remote Access
Reporting & Statistics
Request Routing
Role Management
Role-Based Permissions
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Way Audio & Video
Video Support
Website Integration
Widgets
Work Order Management
Workflow Management
Learn moreCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Response Control
Email Templates
Email Tracking
Employee Communities
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Goal Setting / Tracking
Graphical Data Presentation
Guided Problem Solving
History Tracking
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Order Management
Performance Management
Performance Reports
Permission Management
Prioritizing
Problem Management
Real Time Monitoring
Real Time Updates
Records Management
Remote Access
Reporting & Statistics
Request Routing
Role Management
Role-Based Permissions
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Way Audio & Video
Video Support
Website Integration
Widgets
Work Order Management
Workflow Management
Visit WebsiteCompare App
API
Access Control
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Application Integration
Approval Process Control
Archiving & Retention
Asset Management
Assignment Management
Audit Trail
Authentication
Automatic Lead Distribution
Automatic Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Support Tracking
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Drag & Drop Interface
Email Integration
Email Notifications
Email Response Control
Email Templates
Email Tracking
Employee Communities
Escalation Management
Event Triggered Actions
Event Triggered Email
Feedback Collection
Feedback Management
Goal Setting / Tracking
Graphical Data Presentation
Guided Problem Solving
History Tracking
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base
Lead Assignment
Macros
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Online Forums
Order Management
Performance Management
Performance Reports
Permission Management
Prioritizing
Problem Management
Real Time Monitoring
Real Time Updates
Records Management
Remote Access
Reporting & Statistics
Request Routing
Role Management
Role-Based Permissions
Routing Options
Rules-Based Workflow
SLA Management
SMS Integration
Search Functionality
Self Service Portal
Service Level Management
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Tracking
Surveys & Feedback
Third Party Integration
Ticket Management
Trouble Ticketing
Two-Way Audio & Video
Video Support
Website Integration
Widgets
Work Order Management
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


355 reviews

See all iOS Apps

Requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


0 reviews

See all Android Apps

Salesforce Service Cloud Feature Reviews

25 reviewers had the following to say about Salesforce Service Cloud's features:

Chance Martin

Do Not Assume Anything

2016-12-05

Examples: List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes.

Pros

Simple UI Simple workflow building and management

Cons

Extremely limited in its capabilities Desk Support reps are not thorough when reading emails ETA's on fixes/patches pushed back for months

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

2/10

Recommendations to others considering Salesforce Service Cloud

Document everything and do not rely on Desk Connect for any business processes

Source: Capterra
2 of 2 people found this review helpful
Helpful?   Yes   No
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Jacqueline Coleman

Desk.com - for streamlining your custom support team

2014-07-31

Pros

It has easy ticket management, good reporting, and custom field tracking. It allows for great automation through macros.

Cons

It's very difficult to customize the help site without heavy HTML knowledge and/or additional resources.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Service Cloud

Estimate the amount of time you have available for setup, as it can be time-consuming to get custom service software up and running.

Source: Software Advice
Helpful?   Yes   No
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Shane Surowski

Everything is great except the business inteligence

2016-10-04

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

Pros

Ease of use and set-up, ability to customize as needed.

Cons

Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Salesforce Service Cloud

Great opportunity to explore if you don't mind using a third party to do all of your reporting.

Source: Software Advice
Helpful?   Yes   No
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Anonymous
( company, 51-200 employees)

Truly liked what Sales Force has provided in Field Service Cloud

2018-02-16

Pros

It helps me in product management, based of the service person and there territory.

Cons

There is no such feature which is missing out here.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

SalesForce is a great tool and lots of people use it.

2018-06-07

Pros

I also like the ability to add custom fields and report on those fields.

Cons

The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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Jun Ng

Well worth the money!

2016-11-17

While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market.

Pros

Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Cons

My producer changed one field for one client and it changed that same field all the clients.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Service Cloud

Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked. Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

Source: Software Advice
Helpful?   Yes   No
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Grant Chen

Salesforce.com Service Cloud Strengthens Customer Focused Account Management

2016-10-27

SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app.

Pros

Integration with CRM and real time data.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
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Prabhjyot Singh

Salesforce is a best integration that help us to integrated with different tool like CR and CAS etc.

2018-05-04

The ability to customize reports to our specific needs to our organization is very important and Salesforce has been great for this.

Pros

We can store the data on cloud storage and it helps us to reduces the cost of purchasing data storage hardware for the user.

Cons

Salesforces allow to linked with different software but sometimes the data doesn't populate accurately.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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User01

A long ways to go

2013-02-09

With desk, report formulas don't always make sense, and there are no custom reporting options other than api. So simple reports like, "Tickets per Company" require me to export and run.

Source: GetApp
4 of 5 people found this review helpful
Helpful?   Yes   No
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Ashley Salvador

Straightforward to use

2017-11-16

Pros

It is easy to use and set up workflows. The dashboards are very intuitive and show you who is working on what.

Cons

Does not provide anything similar to what Saleforce provides unfortunately, and even the custom reports are bad.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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David Hughson

Great product for visibility into my pipeline and business activity

2017-10-11

Pros

Some of the pros are that this software is very Easy to customize reports, easy to export data. Which is important.

Cons

A big con of this program is that The charts that are standard are not great. I wish they were better thanks

Rating breakdown

Value for money
Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
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George Varghese

I have been using desk.com for over 5 years now, it has been simply flawless and very easy to setup

2017-07-11

Easy to use/setup CRM tool for the team, we have customised the tool as per our product requirements, the ability to use mass action & less pricing as well.

Pros

Few features stand out - like the advance search option, mass actions, easy export, their helpful & courteous support team, lesser pricing than Zendesk, doesn't have bloat like zendesk.

Cons

Reports are still a step behind, lack of integration of certain apps(limited apps) that helps in workflow

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Beena Albert

Very easy to use, we can create a mobile app in a day.

2018-04-06

Very easy CRM apps and more clients are going towards the Salesforce and we are converting more and more business to web/mobile app in salesforce.

Pros

Cloud based. Real time visibility and email integration makes the decision making faster.

Cons

Price is expensive for small business. Limited portability since Salesforce doesn't support any public cloud.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Other

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
A verified reviewer

Salesforce is an amazingly robust software with (paid) support for anything and everything.

2018-05-21

This software can house any type of data for your organization that you need it to.

Pros

They have any type of integration for data tracking and management you can think of.

Cons

Salesforce can be so massive, it feels almost impossible to know well. Depending on your needs, the types of add-ons to make it work and the ability to utilize it well gets more and more complicated. There are also usually very expensive charges to migrate to Salesforce (in the thousands of dollars). I would recommend having a specialist on staff (or paying for training) to make the best use out of this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Other

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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Gerson Daniel Coy de León

Desk.com makes our job a lot easier and it's CS team is really helpful when needed. Desk.com rocks!

2017-12-12

We can get through our data to send monthly reports with no problems.

Pros

It is very user friendly. My team mates and I can navigate through our system with no complications.

Cons

Not getting a pop-up message (notifications) w/o an additional feature is probably what I like least about Desk.com.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Kristin Smaby

The most human-centric agent platform out there!

2011-05-17

It's clear that the Assistly folks get agents because they built an agent-platform that truly inspires superior customer service.

Pros

Assistly humanizes customer service by: - building a UI that truly reflects the agent workflow - making customer profiles and pictures prominent - recognizing that customers communicate on multiple channels

Cons

- I'd like to see more types of custom fields that you can apply to either cases or customers

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Anonymous
(Internet company, 1001-5000 employees)

SFDC is great in terms of creating prospect reports and tracking down communication activities

2018-06-07

Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows.

Pros

Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status.

Cons

I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
Solutions Support UTA (Computer Software company, 1001-5000 employees)
Verified Reviewer

Salesforce and I

2016-03-02

For the most part it is very intuitive, and customized for our business.

Cons

Too many clicks and creating your own reports is not all that intuitive.

Rating breakdown

Ease of use

Time used: 1-2 years

Source: GetApp
1 of 1 people found this review helpful
Helpful?   Yes   No
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Winnie Lu

Salesforce.com

2017-01-30

Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful.

Pros

It is easy to use, highly configurable and can be administered by the business.

Cons

The license fee is expensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Service Cloud

Great tool to have.

Source: Software Advice
Helpful?   Yes   No
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Sara Natalie Albornoz Rivas

Used for automatic customer registration, without manual data entry, which is updated instantly with

2018-03-21

Also used as a tool through email with personalized emails from 1 to many that simplify the reach of prospects.

Pros

Provides analytical tools and other services, such as email alert, Google search and access to customer rights and contracts, Provides an interface for case management and task management

Cons

The software must be well integrated from the beginning to be successful, and the complexity of CRMs often requires constant technical support. Data can quickly become obsolete if employees do not use the system correctly

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
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Gabriela Salinas

Great Experience - just put took off one star for the work that needs to be done

2017-12-19

The software was easy to use and easy to implement into daily activities.

Pros

I loved the fact that they worked on the integrations and being able to make things to the mainstream.

Cons

Running the reports is something we would all have a bit of trouble to do, there would be little things here and there that prevented our productivity.

Rating breakdown

Value for money
Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Anonymous
(Building Materials company, 51-200 employees)

User friendly software for all departments

2018-04-24

Communication, data, efficiency.

Pros

I enjoy the chatter feature. It keeps our teams connected when we are all over the country!

Cons

Building reports can be challenging since I am not an expert at that but when they are created they're very useful!

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Karina Chan

Cool but reportin could be better

2016-10-04

I love the interface but wish I can scale my reports more and get more data on tickets opened/closed.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Diana Miller

Great tool for customizing reports with ease

2017-01-24

In the past when I used this product it had many customizable reporting elements that made it very easy to track leads, opportunities and sales with ease

Pros

Security is great, good customer service

Cons

Outages or latency degradation

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Yes   No
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Alana Prant

Director of Customer Service

2014-11-17

Pros

I like how organized it is, and I like being able to tag cases and keep track of customers.

Cons

I don't like the reporting tools; the data is not very useful.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Service Cloud

Take the time to learn the software before using it .

Source: Software Advice
Helpful?   Yes   No
Read more