Salesforce Service Cloud Features

Salesforce Service Cloud

Customer service & support software

4.37/5 (331 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 (407 other apps)
Activity Dashboard (297 other apps)
Activity Tracking (180 other apps)
Audit Trail (165 other apps)
Auditing (245 other apps)
Automatic Notifications (297 other apps)
Compliance Management (189 other apps)
Custom Fields (173 other apps)
Customizable Reporting (233 other apps)
Data Import/Export (234 other apps)
Document Storage (179 other apps)
Inventory Management (190 other apps)
Inventory Tracking (193 other apps)
Invoice Management (178 other apps)
Monitoring (178 other apps)
Multi-Location (158 other apps)
Real Time Data (207 other apps)
Reporting & Statistics (211 other apps)
Third Party Integration (209 other apps)
Workflow Management (202 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 Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Content Filtering
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
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
Filtered Views
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 Analytics
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
Self Service Portal
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 Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Content Filtering
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
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
Filtered Views
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 Analytics
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
Self Service Portal
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 Notifications
Availability Indicator
CRM Integration
CTI Integration
Call Transfer
Caller ID
Case Management
Categorization
Chat
Client Portal
Collaboration Tools
Collaborative Workspace
Commenting
Complaint Monitoring
Compliance Management
Conferencing
Contact History
Contact Management
Content Filtering
Contract Management
Custom Fields
Custom Forms
Custom User Interface
Customer Accounts
Customer Activity Reporting
Customer Database
Customer Experience Management
Customer History
Customer Service Analytics
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
Filtered Views
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 Analytics
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
Self Service Portal
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


738 reviews

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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:

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
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
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
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
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
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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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

Too many fields in the initial reporting which makes it hard to pinpoint the most important records.

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
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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
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
Anonymous
(Cosmetics company, 201-500 employees)

It was very simple to learn and use

2018-09-27

Over all I enjoyed using the system.

Pros

They system was very easy to learn because it was customizable.

Cons

allowing to much freedom to customize can lead to repeat activities in different fields

Rating breakdown

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
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
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: Other

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
Read more
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
Read more
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
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. Salesforce is a helpful tool in the workplace.

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
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
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
James Nichols

Salesforce is a great CRM

2018-07-25

Pros

I have also set up different workflows in the system to make daily tasks more efficient.

Cons

I highly recommend making a constitution and training your team to abide by rules of entry and management.

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
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
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
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
Sam Gonsalves

Ease Engagement with Customers

2016-12-14

Track of all the services provided through case management.

Pros

Useful to track of all the service provided userfriendly Interface is really good

Cons

price is high as compared to other vendors

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Salesforce Service Cloud

Good product

Source: Software Advice
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: Other

Likelihood to recommend

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

Service Cloud Experience

2016-10-06

It allows easy case management solutions and streamlines the agent experience.

Pros

Ease of use Case Management Framework Customization Flows Chatter

Cons

Cost

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
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