Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.4 /10

CX Score

8.6 /10

159 Reviews Write a Review

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What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.

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Awards & Recognition

Salesforce Service Cloud won the following awards in the Customer Service - Enterprise category

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2024 Emotional Footprint Champion

Latest Award, 2024

0 Top Rated Capabilities

1 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

0 Top Rated Capabilities

1 Top Rated Features

2022

Salesforce Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Service Cloud.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

1
Since last award

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+85 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Salesforce Service Cloud?

4% Negative

9% Neutral

87% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Helps Innovate

Feature Ratings

Average 80

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Self Service Capabilities

Agent Scripting

Vendor Capability Ratings

Average 76

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Salesforce Service Cloud Reviews

Veera Reddy P.

Role: Information Technology
Industry: Technology
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Apr 2025

Service console, live agent, many great features

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

Tabs availability and single page centric case details with multiple sections and lightning quick action tabs

What is your favorite aspect of this product?

Console view and live chat support

What do you dislike most about this product?

There is cost involved for each license or feature

What recommendations would you give to someone considering this product?

If our project needs service cloud which mainly deals with cases, definitely we can buy this product licenses.

Pros

Enables Productivity
Efficient Service
Effective Service
Saves Time

Anu Priya R.

Role: Information Technology
Industry: Technology
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Mar 2025

Powerful but Needs Better Customization & Pricing

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

It offers strong AI-driven automation, seamless CRM integration, and extensive case management tools, making it a top choice for enterprises handling high customer interaction volumes.

What is your favorite aspect of this product?

The automation and AI-powered case management significantly improve efficiency, reducing manual effort in ticket handling and response times.

What do you dislike most about this product?

The complex pricing structure and reliance on add-ons for essential features make it expensive and less accessible for some organizations.

What recommendations would you give to someone considering this product?

Ensure your team has proper training to maximize its capabilities, and carefully review pricing and required add-ons to avoid unexpected costs.

Pros

Continually Improving Product
Reliable
Unique Features
Efficient Service

Liv C.

Role: Sales Marketing
Industry: Entertainment
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Feb 2025

Still the standard I measure everyone else against

Likeliness to Recommend

8 /10

What differentiates Salesforce Service Cloud from other similar products?

There is no one else with the integration capability of Service Cloud, nor the extensive customization options. It can really be molded to any business need. The support for multi-channel, as well as the analytics you get back are impressive.

What is your favorite aspect of this product?

My favorite part is that it integrates with just about everything else you need or want to connect. It makes it exceptionally versatile and allows you to build even very complex workflows across your tech stack.

What do you dislike most about this product?

The extensive customization is both the best and the most difficult thing about it. It means you really need to do your prep work to understand what you need from the platform, and what data you'll need for all your metrics. This can take quite. abit of time, especially if you have lots of stakeholders in different teams.

What recommendations would you give to someone considering this product?

Determine the scope of your implementation, and be very disciplined when executing it. Scope creep is real with big platforms like this, and you'll zoom right past your deadlines. As ever, spend a good amount of time with people who are running Service Cloud so you can get the best advice from others in the trenches.

Pros

Helps Innovate
Continually Improving Product
Performance Enhancing
Enables Productivity

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Book a Free Demo Today!

Awards & Recognition

2024 Emotional Footprint Champion

Salesforce Service Cloud Ratings

85 Likeliness to Recommend

1 Since last award

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+85 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers e.g. forums, and service professionals e.g. team-based customer service.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Salesforce Service Cloud Reviews

Veera Reddy P.

Service console, live agent, many great features

Likeliness to Recommend

Pros

Anu Priya R.

Powerful but Needs Better Customization & Pricing

Likeliness to Recommend

Pros

Liv C.

Still the standard I measure everyone else against

Likeliness to Recommend

Pros

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Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Self Service Capabilities

Agent Scripting

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Data Integration

Ease of Implementation

Ease of IT Administration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support