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
See all business priorities See less business priorities

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

"Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions?" - Arvind Krishna

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.

Comprehensive Insights on Salesforce Service Cloud Use Cases

How can Salesforce Service Cloud enhance your Helpdesk Management process?

What makes Salesforce Service Cloud ideal for Customer Case Management?

What makes Salesforce Service Cloud ideal for Engagement Management?

What benefits does Salesforce Service Cloud offer for Workflow Management?

What Are the key features of Salesforce Service Cloud for Knowledge Management?

74+ more Business Use Cases

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.

Customer Testimonials

CUSTOMERS TESTIMONIALS
Salesforce Service Cloud testimonial

Arvind Krishna

Chairman & CEO

IBM

Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
Salesforce Service Cloud testimonial

Mk Getler

Chief Marketing Officer

Loop & Tie

Our relationships with small vendors make loop & tie the platform it is; we pride ourselves on being part of a healthy and stable economy. With salesforce, we have a better understanding of our own opportunities to support growing businesses. Testimonial By Mk Getler
Salesforce Service Cloud testimonial

Samuel Dall’Agnol

IT Director

Globoplay

The biggest benefit for us has been having access to someone very, very skilled in Salesforce products. I can trust Salesforce Professional Services’ team to answer absolutely any questions we have about our Salesforce Platform. We consult them to make sure we are making a good decision. Testimonial By Samuel Dall’Agnol
CUSTOMERS TESTIMONIALS
Salesforce Service Cloud testimonial

Arvind Krishna

Chairman & CEO

IBM

Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
Salesforce Service Cloud testimonial

Mk Getler

Chief Marketing Officer

Loop & Tie

Our relationships with small vendors make loop & tie the platform it is; we pride ourselves on being part of a healthy and stable economy. With salesforce, we have a better understanding of our own opportunities to support growing businesses. Testimonial By Mk Getler
Salesforce Service Cloud testimonial

Samuel Dall’Agnol

IT Director

Globoplay

The biggest benefit for us has been having access to someone very, very skilled in Salesforce products. I can trust Salesforce Professional Services’ team to answer absolutely any questions we have about our Salesforce Platform. We consult them to make sure we are making a good decision. Testimonial By Samuel Dall’Agnol

Case Studies

Manufacturing

CASE STUDY Godrej & Boyce

Salesforce helped Godrej & Boyce unify customer data across 14 business units. The company replaced fragmented CRM systems with one platform. Sales reps now respond to leads in less than two hours. O...pportunity-to-order conversions increased by 10%. First response time for service requests improved by almost 8%. Godrej & Boyce delivers faster, more connected customer experiences with Salesforce.

Consumer Goods

CASE STUDY Jaipur Rugs

Salesforce helped Jaipur Rugs improve sales and service. The company used Sales Cloud, Service Cloud, Marketing Cloud, and Tableau. Lead-to-order management is now faster and more organized. Lead con...versions increased by 30%. Customer satisfaction improved by 40%. Employees answer queries faster and ship products quicker. Marketing automation helps Jaipur Rugs connect with customers in new ways.

Banking

CASE STUDY Kotak Mahindra Bank

Salesforce helped Kotak Mahindra Bank unify sales and service data. The bank automated loan approvals and improved cross-selling. Customers now get seamless omni-channel experiences. Kotak consolidat...ed 12 systems into one platform. Service requests are handled faster and more easily. The bank can now open digital accounts and process loans with less friction.

Education

CASE STUDY REVA University

Salesforce Education Cloud helped REVA University digitize and automate the student lifecycle. The university unified student data, making it easy for students, parents, and teachers to access inform...ation. Admissions time dropped by 50% and onboarding effort fell by 30-40%. The student portal now supports over 16,000 students and 1,500 teachers. REVA University improved efficiency and created a seamless digital experience for all stakeholders.

Information Technology and Services

CASE STUDY VFS Global

VFS Global used Salesforce Sales Cloud, Service Cloud, MuleSoft, and Salesforce Platform to unify customer data and streamline workflows. The company wanted to fix fragmented data and improve service... for visa applications. With Salesforce, agents now have a 360-degree customer view and can resolve cases faster. About 4,570 users serve customers in 158 countries. VFS Global can now monitor SLAs daily and keep customer data secure. The solution improved speed, transparency, and compliance for global visa services.

Wholesale

CASE STUDY Pidilite

Salesforce helped Pidilite automate sales and service processes. Teams now respond to customers much faster. First response time improved by 90%. First call resolution rates rose from 75% to 93%. The... Dr. Fixit app, built on Heroku, has over 50,000 downloads and helps contractors work better. Contractor engagement tripled with a custom field marketing app. Pidilite uses Salesforce to give customers and contractors better experiences.

Video

Scale Service That Customers Love with Service Cloud | Salesforce

Video Thumbnail

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 .

What are the top features of Salesforce Service Cloud?

Ticketing, Personalization and Dashboard are some of the top features of Salesforce Service Cloud.

Who uses Salesforce Service Cloud?

Salesforce Service Cloud is used by Information Technology And Services, Computer Software and Manufacturing among other industries.

What are Salesforce Service Cloud alternatives?

Cayzu Help Desk, Service Creatio, Vision Helpdesk and LiveAgent are popular alternatives for Salesforce Service Cloud.

Where is Salesforce Service Cloud located?

Salesforce Service Cloud is headquartered at 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States.
lightning

Peers used Salesforce Service Cloud for helpdesk management and customer case management

Salesforce Service Cloud Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
AI Powered

4.51/5 ★

Read Reviews (35)
Analytics

4.22/5 ★

Read Reviews (308)
Custom Reports

3.63/5 ★

Read Reviews (1175)
CAPABILITIES RATINGS AND REVIEWS
AI Powered

4.51/5 ★

Read Reviews (35)
Analytics

4.22/5 ★

Read Reviews (308)
Custom Reports

3.63/5 ★

Read Reviews (1175)

Software Failure Risk Guidance

?

for Salesforce Service Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Salesforce Service Cloud

Salesforce, Inc. News

M&A

ShareVault Helps Power the Sale of Informatica to Salesforce - Yahoo Finance

Salesforce has acquired Informatica in an $8 billion deal, one of the largest in the enterprise software and AI sector this year. ShareVault's virtual data room platform facilitated secure document management and due diligence throughout the transaction, supporting cross-functional teams and complex workflows.

Product

Sennu AI automates salesforce testing in minutes - The American Bazaar

Sennu AI, a Y Combinator-backed startup, has launched an AI-powered QA automation platform designed for Salesforce environments. The tool enables Salesforce teams to automate end-to-end testing, write tests in plain English, and integrate with platforms like Jira. Sennu AI claims setup takes less than five minutes and supports running hundreds of tests simultaneously, streamlining quality assurance for Salesforce implementations.

Partnership

Zs Expands Partnership with Salesforce to Help Companies Scale Ai Agents with Agentforce - MarketScreener

ZS has expanded its partnership with Salesforce to help enterprises deploy and scale AI agents using Salesforce's Agentforce platform. This collaboration combines ZS's AI and industry expertise with Salesforce's Agentforce, enabling organizations to automate complex workflows and enhance customer engagement through advanced generative AI solutions. The partnership targets industries such as life sciences, healthcare, and financial services, accelerating AI adoption and operational efficiency.[^1]

Product

Salesforce Launches Agentforce 3 with MCP to Tackle AI Agent Scalability in Enterprises

Salesforce launched Agentforce 3, an advanced AI agent platform designed for enterprise scalability. The release introduces the Agentforce Command Centre, providing real-time observability and control over AI agent workflows. Early adopters like Grupo Globo and Engine report significant business gains, including a 22% boost in subscriber retention and a 15% reduction in case handling time. Over 8,000 organizations have adopted Agentforce since October 2024.

Salesforce, Inc. Profile

Company Name

Salesforce, Inc.

Year Founded

1999

HQ Location

415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States

Employees

10001+

Social

Financials

IPO