Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2025 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

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

"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 m...ake sure we are making a good decision." - Samuel Dall’Agnol

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?

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.

"...Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area...." Peer review by Professional in Information Technology

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What makes Salesforce Service Cloud ideal for Customer Case Management?

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.

"...It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices...." Peer review by Verified User, Administrator in Customer Service

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How can Salesforce Service Cloud optimize your Engagement Management Workflow?

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.

"...The person who sees the case later will also see my notes on my interaction with the customers or other parties involved...." Peer review by Rajeev K, Business Consultant - IT Infrastructure Services

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How can Salesforce Service Cloud enhance your Workflow Management process?

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 team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows...." Peer review by Zach M., Education

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How efficiently Does Salesforce Service Cloud manage your 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.

"...It has proven to be very easy for our support team to create new help content/knowledge base articles that are client facing...." Peer review by Administrator

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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
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
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
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
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
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
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

Manufacturing

CASE STUDY Godrej & Boyce

Godrej & Boyce used Salesforce to unify their CRM across business units. This helped them offer a connected customer experience. They moved sales processes to Salesforce Sales Cloud. This unified cus...tomer data and sales workflows. Sales teams now engage customers consistently. They reduced the time to connect with customers from a day to two hours. Predictive analytics increased lead conversion probability to 80% in one business unit.

Information Services

CASE STUDY BARC India

BARC India improved field service productivity by 25% using Salesforce automation. They unified panel and inventory management on a single platform. This helped them service more households and ensur...e high-quality data. The same team of 650 field executives can now conduct 15% more panel visits per day. They can also visit 20% more households. BARC uses Salesforce to manage 55,000+ metering devices and plans to expand to 300,000 households.

Information Technology and Services

CASE STUDY EXL

EXL used Salesforce to improve sales efficiency and customer focus. They implemented Sales Cloud and Revenue Cloud to optimize their sales processes. Automation and real-time insights helped sales te...ams engage customers better. EXL's sales team now predicts deal success and improves conversion rates. The company plans to integrate Salesforce further for a robust customer experience.

Financial Services

CASE STUDY Bike Bazaar

Bike Bazaar uses Salesforce to improve loan processes. They cut loan approval time from 20 to 5 minutes. They manage twice as many cases as before. Product launches are now 6 times faster. Data insig...hts help them target promotions and manage risks.

Manufacturing

CASE STUDY JSW Steel

JSW Steel used MuleSoft to transform its value chain. They integrated 32 systems with 120+ APIs. This improved order management and customer experience. They achieved a 99.7% integration success rate.... API calls increased by 52%, reaching 7.2 million per year.

Consumer Goods

CASE STUDY Tata Consumer Products

Tata Consumer Products transformed its sales and distribution with Salesforce. They built a platform called MAVIC, automating distributor management. Onboarding time reduced from a week to 45 minutes.... The MAVIC app enables 6 million transactions monthly. Over 3,000 distributors were onboarded in four months. The platform is used by 8,000 sales employees to serve 12,000 distributors and 1.6 million retail outlets.

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 .

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.

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

Salesforce Service Cloud Competitors

More Salesforce Service Cloud Alternatives...

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)

Salesforce Service Cloud Integrations

Salesforce Service Cloud integrates with a wide range of software applications through its robust data import and export capabilities.

Data Export

3.89/5 ★

Read Reviews (414)

Data Import

3.51/5 ★

Read Reviews (1078)

Slack

4.65 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Zapier

4.65 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Few API Integrations for Salesforce Service Cloud

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 02/06/2025

Salesforce acquires AI recruiting startup Moonhub weeks after Informatica deal

Salesforce has acquired Moonhub, an AI-driven recruiting startup founded by former Meta engineer Nancy Xu. Moonhubs team will join Salesforce to advance its AI initiatives, including Agentforce. This move follows Salesforces recent acquisitions of Informatica and Convergence.ai, signaling a continued focus on expanding AI capabilities in cloud-based enterprise solutions.

Partnership 02/06/2025

Salesforce Once a Silicon Valley Rebel, Now an AI Revolutionary - CIOL

Salesforce is advancing its AI strategy by leveraging its $8 billion Informatica partnership to unify enterprise data and enhance trust in its AI-driven CRM solutions. This move positions Salesforce as a leader in integrating artificial intelligence across customer relationship management, enabling smarter automation and deeper insights for business users.

Product 01/06/2025

Copado Robotic Testing Debuts in AWS Marketplace, Enabling AI-powered, Salesforce ...

Copado Robotic Testing is now available in AWS Marketplace, offering AI-powered test automation for Salesforce applications. This release enables Salesforce customers to streamline testing workflows, accelerate release cycles, and improve software quality using Copado's cloud-based platform integrated with AWS.

Customer 01/06/2025

From Hours to Minutes: JPW Industries Order Processing Transformation with Salesforce Partners and AI

JPW Industries automated its order processing and customer service by deploying Salesforce Agentforce AI, in collaboration with RafterOne. The solution replaced manual workflows, accelerated order turnaround, and enabled 24/7 support. Salesforces AI-driven platform centralized knowledge for agents, improving efficiency and customer experience in the manufacturing tools sector.

Salesforce, Inc. Profile

Company Name

Salesforce, Inc.

Company Website

https://www.salesforce.com/in/

Year Founded

1999

HQ Location

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

Employees

10001+

Social

Financials

IPO

Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2025 Cuspera

Service Cloud: Customer Support &amp; Call Centre Software

Failure Risk for Salesforce Service Cloud ?

Salesforce Service Cloud Overview

Use Cases

Business Priorities

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

Popular Business Setting

Top Industries

Popular in

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?

How can Salesforce Service Cloud optimize your Engagement Management Workflow?

How can Salesforce Service Cloud enhance your Workflow Management process?

How efficiently Does Salesforce Service Cloud manage your Knowledge Management?

74+ more Business Use Cases

Customer Testimonials

Case Studies

CASE STUDY Godrej & Boyce

CASE STUDY BARC India

CASE STUDY EXL

CASE STUDY Bike Bazaar

CASE STUDY JSW Steel

CASE STUDY Tata Consumer Products

Video

Scale Service That Customers Love with Service Cloud | Salesforce

Frequently Asked Questions(FAQ)

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?

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

Salesforce Service Cloud Competitors

Salesforce Service Cloud Features

Salesforce Service Cloud Integrations

Slack

Zapier

KONNEKTIVE CRM

Seismic

Pastel

OneDesk

Viber

Software Failure Risk Guidance

Salesforce, Inc. News

Salesforce acquires AI recruiting startup Moonhub weeks after Informatica deal

Salesforce Once a Silicon Valley Rebel, Now an AI Revolutionary - CIOL

Copado Robotic Testing Debuts in AWS Marketplace, Enabling AI-powered, Salesforce ...

From Hours to Minutes: JPW Industries Order Processing Transformation with Salesforce Partners and AI

Salesforce, Inc. Profile

Get a personalised risk report for Salesforce Service Cloud

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Request Custom Quote

Service Cloud: Customer Support & Call Centre Software