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

"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. " - Mk Getler

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.

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

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 ★

Read Reviews (547)

"...Additionally, we now log each and every call and help ticket in SF for account research purposes and metrics...."
Customer Case Management

4.79/5 ★

Read Reviews (331)

"...It's proven a much better home for our case management and support center content than Salesforce cases and WordPress...."
Engagement Management

4.87/5 ★

Read Reviews (307)

"...We use Salesforce as a platform to interact with customer issues , we use Salesforce for knowledge base articles etc......"
engaging and following up

4.84/5 ★

Read Reviews (150)

"...Customer engagement becomes easy by using Salesforce service call center...."
PEER EXPERIENCES
Helpdesk Management with Phone Calls

4.78/5 ★

Read Reviews (547)

"...Additionally, we now log each and every call and help ticket in SF for account research purposes and metrics...." Peer review by Jeremy G., Computer Software
Customer Case Management

4.79/5 ★

Read Reviews (331)

"...It's proven a much better home for our case management and support center content than Salesforce cases and WordPress...." Peer review by Ashley Crosby
Engagement Management

4.87/5 ★

Read Reviews (307)

"...We use Salesforce as a platform to interact with customer issues , we use Salesforce for knowledge base articles etc......" Peer review by User
engaging and following up

4.87/5 ★

Read Reviews (150)

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

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

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

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

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

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

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

COMPANY CASE STUDIES
Case Study KONE

Learn how working with a Technical Account Manager helped KONE deliver innovation faster and streamline its platform operations.

Read More
Case Study Kellogg

Learn how Kellogg suggests products that maximize shelf revenue for its retail customers.

Read More
Case Study BetterUp

How BetterUp leverages the scalability and flexibility of the Salesforce platform to foster growth.

Read More

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.

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?

Freshservice, Zoho Desk, Freshdesk and Zendesk For Service 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.

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

Peer and Expert Opinion on Features

for Salesforce Service Cloud

  • Low
  • Medium
  • High
FEATURES RATINGS AND REVIEWS
Ticketing

4.30/5 ★

Read Reviews (527)
Personalization

4.24/5 ★

Read Reviews (175)
Dashboard

3.91/5 ★

Read Reviews (175)
Recording

4.58/5 ★

Read Reviews (130)
Alerts: popups & Notifications

2.33/5 ★

Read Reviews (85)
FEATURES RATINGS AND REVIEWS
Ticketing

4.30/5 ★

Read Reviews (527)
Personalization

4.24/5 ★

Read Reviews (175)
Dashboard

3.91/5 ★

Read Reviews (175)
Recording

4.58/5 ★

Read Reviews (130)
Alerts: popups & Notifications

2.33/5 ★

Read Reviews (85)

IT and Other Capabilities

for Salesforce Service Cloud

  • Low
  • Medium
  • High
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

3.89/5 ★

Read Reviews (414)
Data Import

3.51/5 ★

Read Reviews (1078)
CAPABILITIES (DATA) RATINGS AND REVIEWS
Data Export

3.89/5 ★

Read Reviews (414)
Data Import

3.51/5 ★

Read Reviews (1078)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Email Support

4.61/5 ★

Read Reviews (332)
Phone Support

4.59/5 ★

Read Reviews (341)
Chat Support

4.59/5 ★

Read Reviews (333)
24/7 Support

4.30/5 ★

Read Reviews (2567)
CAPABILITIES (SUPPORT) RATINGS AND REVIEWS
Email Support

4.61/5 ★

Read Reviews (332)
Phone Support

4.59/5 ★

Read Reviews (341)
Chat Support

4.59/5 ★

Read Reviews (333)
24/7 Support

4.30/5 ★

Read Reviews (2567)
CAPABILITIES (OTHER) 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 (OTHER) 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

Vendor Profile Details

Company Name

Salesforce

Year Founded

1999

HQ Location

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

Employees

10001+

Social

Financials

IPO