Salesforce Service Cloud
Salesforce Service Cloud
About Salesforce Service Cloud
7 Key Ways Service Cloud Empowers Companies to Deliver Frictionless Service:
CONSOLE
With Service Cloud, you can manage all of your cases faster, in a unified agent experience. And the Salesforce1 Platform makes the console really sing — on your desktop and mobile devices.
COMMUNITIES
Service Cloud Communities allow customers to help themselves and each other. Wherever they are and whatever device they are on, communities give them the tools for self-service troubleshooting.
MULTI-CHANNEL
Multi-channel customer service is a whole new ballgame. With connected objects and predictive intelligence, Service Cloud gives you the power to provide the customer service of the future. Now.
KNOWLEDGE
Quickly search your knowledge base for relevant answers. Or make it easy for customers to do it themselves. Either way, your customers get the answers they need, exactly the way they want to get them.
SOCIAL SERVICE
Deliver service to your customers on the social media channels where they live, on whatever device they are using. Give your agents the tools for collaboration that allow them to deliver outstanding customer service.
AGENT COLLABORATION
With Chatter, agents can quickly escalate cases to experts to close cases faster. And with the Salesforce1 Platform, your Chatter feed is integrated into the Service Cloud console for a truly unified experience, whether at your desktop or on a mobile device.
MOBILE
Manage Service Cloud cases from anywhere with the Salesforce1 Platform — the fastest, smartest platform for customer service.
Key benefits of Salesforce Service Cloud
-Increased Customer Satisfaction
-Increased Agent Productivity
-Decreased Support Costs
-Integration to Platform Ecosystem
-Companies can now deliver a full range of self-service options so that customers can
help themselves, which leads to increased Customer Satisfaction and decreased Support Costs.
-By empowering Agents with all of the information they need to resolve customer in a single interface drives increased Agent Productivity.
-The Salesforce platform allows companies customize business processes and leverage the pre-built integrations with the ecosystem of ISV and partner applications.
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Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Service from Salesforce
Reviewed on 05/05/2022
We have never had issues with support since implementing the service cloud and have freed up time...
We have never had issues with support since implementing the service cloud and have freed up time from our CS department.
Pros
Integration to our sales cloud, RingDNA
Ease of use and easy tracking of tickets
Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.
Cons
Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.
Alternatives Considered
ServiceNowReasons for Switching to Salesforce Service Cloud
With us using Sales cloud didn't make sense using anything else.- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Salesforce - A must for CRM
Reviewed on 24/04/2023
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.
Pros
Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.
Cons
I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner
Alternatives Considered
HubSpot CRMReasons for Switching to Salesforce Service Cloud
We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Good at first
Reviewed on 10/11/2021
We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...
We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.
Pros
At first it represented a really good customisable solution.
Cons
Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
SF Service Cloud rules
Reviewed on 23/09/2024
i've been in the SF real for about 12 years and love it. It's always growing and always challenges...
i've been in the SF real for about 12 years and love it. It's always growing and always challenges to learn
Pros
Highly customizable to suit business needs. Ease of use.
Cons
The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Awesome Ticketing System
Reviewed on 08/08/2019
Users are really more productive than previous tool
Users are really more productive than previous tool
Pros
With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.
Cons
Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.
Salesforce Service Cloud FAQs
Below are some frequently asked questions for Salesforce Service Cloud.Q. What type of pricing plans does Salesforce Service Cloud offer?
Salesforce Service Cloud offers the following pricing plans:
- Starting from: USD 25.00/month
- Pricing model: Subscription
- Free Trial: Available
Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually.
Q. Who are the typical users of Salesforce Service Cloud?
Salesforce Service Cloud has the following typical customers:
Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Salesforce Service Cloud support?
Salesforce Service Cloud supports the following languages:
Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese
Q. Does Salesforce Service Cloud support mobile devices?
Salesforce Service Cloud supports the following devices:
Android (Mobile), iPhone (Mobile), iPad (Mobile)
Q. What other apps does Salesforce Service Cloud integrate with?
Salesforce Service Cloud integrates with the following applications:
CRM Analytics, Elastic Enterprise Search, Five9, Gainsight CS, Helpshift, InGenius, LiveOps, NICE CXone, Natterbox, Quip, Salesforce Marketing Cloud, Salesforce Platform, Salesforce Sales Cloud, Salesforce Starter, Talkdesk, Vonage Contact Center, Workforce Optimization (WFO)
Q. What level of support does Salesforce Service Cloud offer?
Salesforce Service Cloud offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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