Salesforce Service Cloud Overview
This is a summary of the comprehensive capabilities and benefits of Salesforce Service Cloud based on over 10755 insights from peer reviews, customer testimonials, and expert opinions. We included citations from these sources so you can read the full content at the original source if you wish.
Salesforce Service Cloud, Freshservice, Zoho Desk, freshdesk, Zendesk For Service, 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.
Do you need to check if Salesforce Service Cloud is right for your needs? Our Cuspera AI engine can evaluate how Salesforce Service Cloud fits your specific business needs, industry, and context. Get your personalized assessment report today.
Salesforce Service Cloud supports business activities such as:
- Helpdesk Management
- Customer Case Management
- Engagement Management
- Workflow Management
- Knowledge Management
Salesforce Service Cloud can help you with many business goals, such as Enhance Customer Relationships, Acquire Customers, Increase Sales & Revenue, Improve Internal Communications, Improve Stakeholder Relations, etc. It can help manage these activities if you use Phone Calls for these needs. As a solution, Salesforce Service Cloud's capabilities include Ticketing, Personalization, Dashboard, etc.
Salesforce Service Cloud was founded in 1999. Information Technology and Services Vertical is its biggest customer base.
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
Cuspera Reviews
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.
Business Priorities
Enhance Customer Relationships and Acquire Customers are the most popular business priorities peers achieved using Salesforce Service Cloud.
Use Cases
Peers recommend Helpdesk Management , Customer Case Management , Engagement Management , as the business use cases that they have been most satisfied while using Salesforce Service Cloud.
Read Peer Reviews and Expert Experience for Business Use Cases
| BUSINESS USE CASES | RATINGS | CUSTOMER AND EXPERT EXPERIENCES |
|---|---|---|
| Helpdesk Management with Phone Calls |
4.78/5 ★ |
"...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 |
| Customer Case Management |
4.79/5 ★ |
"...Implement full Service Cloud for company including: - Case Management, - Support Process Automation - SLA with Entitlement, - Milestones, - Campaign Management, - Knoweldge Articles & FAQ Implementation - CTI - Mass Email - Service Cloud Console and Feedback tracking the conversation between the client and CC team - Solution, Knowledge Base and topic, auto recommend - Om-ni Channel - Milestones & SLA monitoring - Approval Processes - Very good and easy to implementation for basic functionalities for Case Management & Customer Service including SLA monitoring, reduce a lot of Email communication, can track email conversation of CC team with client, integrate the Knowledge base to manage solution, Beautiful and easy to navigate through Service Cloud Console but quite challenge for new users to implement and setup the console without the help from Consultant..." Peer review by Qui C., Information Technology and Services |
| Engagement Management |
4.87/5 ★ |
"...When I needed help, they setup a conference call and walked me through all my questions and sent additional follow ups...." Peer review by Michael R, Senior Technical Support, Computer Software |
| engaging and following up |
4.84/5 ★ |
"...When I needed help, they setup a conference call and walked me through all my questions and sent additional follow ups...." Peer review by Michael R, Senior Technical Support, Computer Software |
| PEER EXPERIENCES | |
|---|---|
| Helpdesk Management with Phone Calls |
4.78/5 ★ |
"...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 |
|
| Customer Case Management |
4.79/5 ★ |
"...Implement full Service Cloud for company including: - Case Management, - Support Process Automation - SLA with Entitlement, - Milestones, - Campaign Management, - Knoweldge Articles & FAQ Implementation - CTI - Mass Email - Service Cloud Console and Feedback tracking the conversation between the client and CC team - Solution, Knowledge Base and topic, auto recommend - Om-ni Channel - Milestones & SLA monitoring - Approval Processes - Very good and easy to implementation for basic functionalities for Case Management & Customer Service including SLA monitoring, reduce a lot of Email communication, can track email conversation of CC team with client, integrate the Knowledge base to manage solution, Beautiful and easy to navigate through Service Cloud Console but quite challenge for new users to implement and setup the console without the help from Consultant..." Peer review by Qui C., Information Technology and Services |
|
| Engagement Management |
4.87/5 ★ |
"...When I needed help, they setup a conference call and walked me through all my questions and sent additional follow ups...." Peer review by Michael R, Senior Technical Support, Computer Software |
|
| engaging and following up |
4.87/5 ★ |
74+ more Business Use Cases
Our AI advisor, Wyz, harnessed 10755 insights from peers and experts to help you assess how these Salesforce Service Cloud use cases fit your Help Desk needs.
Customer Testimonials
| CUSTOMERS | TESTIMONIALS |
|---|---|
|
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 |
|
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 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 |
|
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 |
|
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 |
Case Studies
| COMPANY | CASE STUDIES |
|---|---|
|
Case Study SonosRead More |
|
Case Study KelloggRead More |
|
|
Case Study BetterUpRead More |
Frequently Asked Questions(FAQ)
for Salesforce Service Cloud
What is Salesforce Service Cloud?
What is Salesforce Service Cloud used for?
What are the top features of Salesforce Service Cloud?
Who uses Salesforce Service Cloud?
What are Salesforce Service Cloud alternatives?
Where is Salesforce Service Cloud located?
Popular Business Setting
for Salesforce Service Cloud
Top Industries
- Information Technology and Services
- Computer Software
- Manufacturing
Popular in
- Mid Market
- Enterprise
- Small Business
Peers used Salesforce Service Cloud to Enhance customer relationships and Acquire customers
Salesforce Service Cloud Alternatives
Peer and Expert Opinion on Features
for Salesforce Service Cloud
- Low
- Medium
- High
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (527) |
| Personalization | Read Reviews (175) |
| Dashboard | Read Reviews (175) |
| Recording | Read Reviews (130) |
| Alerts: popups & Notifications | Read Reviews (85) |
| FEATURES | RATINGS AND REVIEWS |
|---|---|
| Ticketing | Read Reviews (527) |
| Personalization | Read Reviews (175) |
| Dashboard | Read Reviews (175) |
| Recording | Read Reviews (130) |
| Alerts: popups & Notifications | Read Reviews (85) |
IT and Other Capabilities
for Salesforce Service Cloud
- Low
- Medium
- High
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (414) |
| Data Import | Read Reviews (1078) |
| CAPABILITIES (DATA) | RATINGS AND REVIEWS |
|---|---|
| Data Export | Read Reviews (414) |
| Data Import | Read Reviews (1078) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Email Support | Read Reviews (332) |
| Phone Support | Read Reviews (341) |
| Chat Support | Read Reviews (333) |
| 24/7 Support | Read Reviews (2567) |
| CAPABILITIES (SUPPORT) | RATINGS AND REVIEWS |
|---|---|
| Email Support | Read Reviews (332) |
| Phone Support | Read Reviews (341) |
| Chat Support | Read Reviews (333) |
| 24/7 Support | Read Reviews (2567) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (35) |
| Analytics | Read Reviews (308) |
| Custom Reports | Read Reviews (1175) |
| CAPABILITIES (OTHER) | RATINGS AND REVIEWS |
|---|---|
| AI Powered | Read Reviews (35) |
| Analytics | Read Reviews (308) |
| Custom Reports | Read Reviews (1175) |
Software Failure Risk Guidance
?for Salesforce Service Cloud
Overall Risk Meter
Top Failure Risks for Salesforce Service Cloud
Vendor Profile Details
HQ Location
415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States
Employees
10001+
Social
Financials
IPO
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