Salesforce Service Cloud Features

Salesforce Service Cloud

Customer Service & Field Service Management Solutions

4.4/5 (445 reviews)

Salesforce Service Cloud Feature Summary

  • 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

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.

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 Notifications
Availability Indicator
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
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
Feedback Collection
Feedback Management
Goal Setting / Tracking
Guided Problem Solving
History Tracking
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base Management
Lead Assignment
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
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
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 Notifications
Availability Indicator
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
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
Feedback Collection
Feedback Management
Goal Setting / Tracking
Guided Problem Solving
History Tracking
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base Management
Lead Assignment
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
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
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 Notifications
Availability Indicator
CRM Integration
Call Recording
Call Routing
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Compliance Management
Conferencing
Contact History
Contact Management
Contract Management
Custom Fields
Custom Forms
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
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
Feedback Collection
Feedback Management
Goal Setting / Tracking
Guided Problem Solving
History Tracking
IVR / Voice Recognition
Incident Management
Instant Messaging
Issue Management
Issue Tracking
Job Scheduling
Job Tracking
Knowledge Base Management
Lead Assignment
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
Rules-Based Workflow
SLA Management
SMS Integration
SSL Security
Self Service Portal
Single Sign On
Social Media Integration
Status Tracking
Support Ticket Management
Support Ticket Tracking
Surveys & Feedback
Tagging
Third Party Integration
Timer
Two-Way Audio & Video
Video Support
Website Integration
Widgets
Work Order Management
Workflow Management
Visit WebsiteCompare App

Mobile apps

iOS App


2,459 reviews

Requires iOS 12.0 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


471 reviews

Salesforce Service Cloud Feature Reviews

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

Ivor Watt

Salesforce Review

2018-09-24

Good experience to date with a dedicated account manager if anything goes wrong, However, the UX and Ui could improve significantly.

Pros

-Ability to keep a thorough audit trail of all communications with accounts - calls, emails & meetings.

Cons

Also, the user interface tends to change quite frequently - I prefer the previous version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Mohamed Rimzan

SalesForce experience

2019-03-26

I’m happy with the service.

Pros

Easy to track, dashboard no need excel or google spreadsheet.

Cons

Some time dashboard doesn’t work properly, which means report won’t give accurate data.

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
Source: Capterra
Helpful?   Yes   No
Read more
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
Read more
Veronika Malyshko

Convenient online business process management system

2019-01-18

Pros

The tool allows you to create detailed reports, with it you can also easily send notifications to customers.

Cons

There is no data export and import function, the document handling function is not supported.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg Barrett

Multiple deployments of Service Cloud and all successful

2018-09-05

We now manage our data instead of it managing us.

Pros

We are handling more processes in Service Cloud than we originally planned. The interface works.

Cons

We still need better email integration and more control of email management.

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
Read more
Aly Hajiani

One of the best CRMs in the world.

2019-01-01

Complete visibility into accounts and a great tool to track progress

Pros

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

Cons

Some aspects are mundane and need tactical work to enrich salesforce data. It'd be nice if they worked on automating some of this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Human Resources company, 1001-5000 employees)

Great Sales Tool

2018-11-22

Pros

Easy way to stay organized and keep track of my activity with clients and prospects.

Cons

Creating reports are not as intuitive as they can be

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
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

Task management: monitoring tasks assigned to users requires running a report.

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
Read more
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
Read more
Joseph Durfey

Salesforce User Review

2018-12-20

Overall positive

Pros

I like the ability to manage a pipeline and track activities related to customers and prospects.

Cons

Reporting is complicated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Matt Krzeminski

Good Sales CRM but doesn't have enough account management features

2018-08-02

Helps to organise sales processes at our company and is a great base for initial reporting.

Pros

Helps to organise sales process. Great place to keep all the information on your Customers (as any CRM should do).

Cons

Not enough account management features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
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
Read more
Pieter Leeflang

Sync our Marketing activities to it. Also push data for Sales team on sales readiness.

2018-07-30

I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo.

Pros

I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done.

Cons

Using an import tool is must.

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
Read more
Thomas Aurick

Functional online marketing and sales management system

2019-01-01

Pros

The service allows you to create detailed reports and send notifications to customers.

Cons

The online tool SalesForce does not allow you to work with documents in your account.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Rachel Swanson

Salesforce - Review 2018

2018-10-22

Overall Salesforce is easy to use, it helps keep me organized when working on multiple projects, and it lets me generate ad hoc reports so I am able to collect necessary data.

Pros

I am able to view important account information at a glance and run detailed reports in order do track data.

Cons

If someone somewhere in the company does not input data or they input inaccurate data the information will be skewed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Financial Services company, 10001+ employees)

started on the right note.. still not the best

2019-10-29

I was evaluating this product as a customer support tools. I think they have great features but it is still not the best tools out there.

Pros

- Fully costomizable reporting and dashboards - Chatter feature is great and helpful for tracking

Cons

- Mastering this product can take time. - Update releases couple times a year and lots of updates in each release.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
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
Read more
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
Read more
Prabhjyot Singh

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

2018-05-04

It helps to streamline the process and I can easily pull out reports. Salesforces keeps me organized and on task with my daily agenda.

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
Read more
Maria Bondarenko

Great for sales management

2018-12-20

Pros

Our company employees like to use Salesforce because it has well-designed layouts, as well as an excellent reporting structure.

Cons

If you accidentally press "Back" in the open form, all previously entered data is erased from it.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
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: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Government Administration company, 501-1000 employees)

The best cloud CRM available to successfully manage your customers

2018-12-14

I recently discovered the Data import wizard and it has made life so much easier.

Pros

Lead management is seamless and the ability to automate marketing is a cherry on the top.

Cons

Price might be a tipping point (as always is) but the services offered are worth paying for.

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
Read more
Roman Delos Santos III

Salesforce for users

2020-04-21

overall, the ease of use, the ability to share reports and dashboards is very critical and helpful to us

Pros

it's ease of use and dashboard views that you can share across the organization for easier data distribution

Cons

the only thing that is a little bit annoying with the platform is that whenever the cache gets stuck, it fails to load all of my dashboards

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Lori Perrone

Director

2018-11-27

Pros

Great reporting functionality and lots of features to use.

Cons

A little more expensive than most CRM's and you have to pay for each third party app.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
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: Occasionally

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more