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
"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
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 ★ |
"...Faster customer service via the platform We utilize Salesforce in conjunction with incontact for our call center...." Peer review by Erica B. |
| Customer Case Management |
4.79/5 ★ |
"...We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call...." Peer review by Manager in Customer Service |
| Engagement Management |
4.87/5 ★ |
"...And customers benefit from helpful, engaging experiences that they want to share with friends and family...." Case Study Sonos |
| engaging and following up |
4.84/5 ★ |
"...However, any changes require a lot of effort and usually need to engage consultants which gets expensive...." Peer review by Program Manager in Corporate |
| PEER EXPERIENCES | |
|---|---|
| Helpdesk Management with Phone Calls |
4.78/5 ★ |
"...Faster customer service via the platform We utilize Salesforce in conjunction with incontact for our call center...." Peer review by Erica B. |
|
| Customer Case Management |
4.79/5 ★ |
"...We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call...." Peer review by Manager in Customer Service |
|
| Engagement Management |
4.87/5 ★ |
"...And customers benefit from helpful, engaging experiences that they want to share with friends and family...." Case Study Sonos |
|
| 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 |
|---|---|
|
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 |
|
Data is foundational, but it is only the beginning of the journey. We’re moving advanced analytics right to the forefront of our engagement strategy. Testimonial By Rob Birse |
|
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 |
| 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 |
|
Rob Birse Vice President, Global Advanced Analytics, AI, and B2B Ecommerce Kellogg |
Data is foundational, but it is only the beginning of the journey. We’re moving advanced analytics right to the forefront of our engagement strategy. Testimonial By Rob Birse |
|
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 |
Case Studies
| COMPANY | CASE STUDIES |
|---|---|
|
Case Study UnileverRead More |
|
|
Case Study Loop & TieRead More |
|
Case Study KONERead 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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