Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2026 Cuspera

Name: Salesforce Service Cloud
Brand: Salesforce Service Cloud
Rating: 4.2 (10755 reviews)

4.2 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(10755)

Service Cloud: Customer Support & Call Centre Software

AI Powered

Salesforce Service Cloud Overview

Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

Use Cases

Customers recommend Helpdesk Management, Customer Case Management, Engagement Management, as the business use cases that they have been most satisfied with while using Salesforce Service Cloud.

Other use cases:

Workflow Management
Knowledge Management
Communication Management
Contact List Management
Sales Document Management
Collaboration
Customer Feedback Management

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Salesforce Service Cloud.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Stakeholder Relations
Improve ROI
Scale Best Practices
Improve Brand Engagement
Improve Digital And Social Presence
Improve Efficiency
Build Brand Awareness
Launch New Products
Shorten Ramp Up Time
Improve Visibility
Enter New Markets Internationally Or Locally
Grow Market Share
Increase Average Basket Value
Manage Risk

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Salesforce Service Cloud Use-Cases and Business Priorities: Customer Satisfaction Data

Salesforce Service Cloud works with different mediums / channels such as Phone Calls.

Salesforce Service Cloud's features include Ticketing, Personalization, Dashboard, etc. and Salesforce Service Cloud support capabilities include Email Support, Phone Support, Chat Support, etc. also Salesforce Service Cloud analytics capabilities include Analytics, and Custom Reports.

Reviews

"Salesforce as a technology platform has proven its adaptability. It’s been shown that we can build many services and solutions on it that offer extra value for our internal users, customers, and ultimate end users. It’s a central part of our vision ...for the future." - Tuomas Pyyhtia

Salesforce Service Cloud, Cayzu Help Desk, Service Creatio, Vision Helpdesk, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Salesforce Service Cloud

Top Industries

Information Technology and Services
Computer Software
Manufacturing

Popular in

Mid Market
Enterprise
Small Business

Salesforce Service Cloud is popular in Information Technology And Services, Computer Software, and Manufacturing and is widely used by Mid Market, Enterprise, and Small Business.

Salesforce Service Cloud Customer wins, Customer success stories, Case studies

What benefits does Salesforce Service Cloud offer for Helpdesk Management?

Salesforce Service Cloud enables organizations to manage support requests, including email ticketing and communication with multiple agents. It facilitates customer engagement through various channels like social media and integrates with call centers. While Service Cloud offers extensive capabilities, some users have expressed limitations in terms of customization and workflow flexibility.

"...our support center agents were able to respond to emails and log call notes.multiple channels can be integrated, including social media posts...." Peer review by Meagan McKinnon, Transportation/Trucking/Railroad

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How can Salesforce Service Cloud enhance your Customer Case Management process?

Salesforce Service Cloud Customer Case Management provides a comprehensive platform for tracking customer issues, managing requests, and resolving problems quickly. It facilitates smooth case routing, offers robust reporting and dashboards for tracking backlogs, and enables case management through various channels, including email, live chat, and phone. However, the user interface for case management and customer details may appear outdated and may offer redundant functionalities.

"...I like the ability to create, edit, track, and utilize the Cases feature for customer problems or inquiries...." Peer review by Laine K., consultant, Information Technology and Services

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How does Salesforce Service Cloud facilitate Engagement Management?

Salesforce Service Cloud Engagement Management allows businesses to track customer issues, follow up with customers, and gather data through various channels like email, social media, and community forums. The platform facilitates customer engagement through follow-up tasks and communication. It offers analytics and insights into customer interactions. The system's integration capabilities are limited and often require significant effort and expense.

"...Desk is an affordable, easy to use system that will help you manage your customer base, especially all interactions with your customers...." Peer review by John J, Product Specialist, Wholesale

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What benefits does Salesforce Service Cloud offer for Workflow Management?

Salesforce Service Cloud empowers users to automate service processes and streamline workflows. It offers the ability to design workflows for diverse scenarios, including internal and external processes, like billing and order processing. Workflows can be customized to meet specific business needs, though their complexity and functionality are constrained by the user's license level.

"...The option to be able to respond to Facebook and Twitter as well as help desk tickets kept workflow manageable for even a small team no matter how high ticket numbers were...." Peer review by Meilena H, Author & Owner

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What solutions does Salesforce Service Cloud provide for Knowledge Management?

Salesforce Service Cloud Knowledge Management enables organizations to create and manage a knowledge base for customer self-service, providing access through a portal and integrating with cases. Knowledge base integration with cases facilitates consistent knowledge sharing among support staff and customers. The knowledge base's design and navigation can be challenging for users.

"...There has been quite a lot of thought as how to maintain localized versions of knowledge base articles...." Peer review by Adam S, Vice President, Marketing, Computer & Network Security

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11 buyers and buying teams have used Cuspera to assess how well Salesforce Service Cloud solved their Help Desk needs. Cuspera uses 10755 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

CUSTOMERS	TESTIMONIALS
Tuomas Pyyhtia Solution Owner, Field Service Operations KONE	Salesforce as a technology platform has proven its adaptability. It’s been shown that we can build many services and solutions on it that offer extra value for our internal users, customers, and ultimate end users. It’s a central part of our vision for the future. Testimonial By Tuomas Pyyhtia
Patrick Spence CEO Sonos	There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer. Testimonial By Patrick Spence
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo

CUSTOMERS	TESTIMONIALS
Tuomas Pyyhtia Solution Owner, Field Service Operations KONE	Salesforce as a technology platform has proven its adaptability. It’s been shown that we can build many services and solutions on it that offer extra value for our internal users, customers, and ultimate end users. It’s a central part of our vision for the future. Testimonial By Tuomas Pyyhtia
Patrick Spence CEO Sonos	There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer. Testimonial By Patrick Spence
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo

More Salesforce Service Cloud Customer Stories...

Scale Service That Customers Love with Service Cloud | Salesforce

Frequently Asked Questions(FAQ)

for Salesforce Service Cloud

What is Salesforce Service Cloud?

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals. It helps to enhance customer relationships and improve internal communication.

Salesforce Service Cloud helps to rapidly respond to customer needs on any channel, even from home. They reach the customers on the channels they use most, including mobile messaging, web chat, and social media.

It gives agents a complete, shared view of every customer and interaction, provides one-on-one agent assistance by embedding chat support, supercharge the customer experience with AI-powered chatbots, resolve onsite support issues, and many more.

What is Salesforce Service Cloud used for?

Salesforce Service Cloud is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Customer Case Management and Engagement Management .