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.
Company Details
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Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard
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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.
86 Likeliness to Recommend
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Since last award
95 Plan to Renew
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Since last award
80 Satisfaction of Cost Relative to Value
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Since last award
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.
+88 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?
Pros
- Respectful
- Security Protects
- Acts with Integrity
- Helps Innovate
How to read the Emotional Footprint
The Net Emotional Footprint measures high-level user sentiment towards particular product offerings. It aggregates emotional response ratings for various dimensions of the vendor-client relationship and product effectiveness, creating a powerful indicator of overall user feeling toward the vendor and product.
While purchasing decisions shouldn't be based on emotion, it's valuable to know what kind of emotional response the vendor you're considering elicits from their users.
Footprint
Negative
Neutral
Positive
Feature Ratings
Analytics and Reporting
Customer Service Knowledge Management
Customer Community Management
Customer Service Workflow Management
Contact Center Integration
Agent Collaboration
Customer Self Service Capabilities
Intelligent Search
Mobile Customer Care
Multi Channel Support
Agent Scripting
Vendor Capability Ratings
Business Value Created
Quality of Features
Breadth of Features
Usability and Intuitiveness
Ease of Implementation
Ease of Data Integration
Ease of IT Administration
Availability and Quality of Training
Product Strategy and Rate of Improvement
Vendor Support
Ease of Customization
Salesforce Service Cloud Reviews
Mansoor A.
- Role: Information Technology
- Industry: Telecommunications
- Involvement: End User of Application
Submitted Jan 2022
a 360 Degree solution
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce Service Cloud makes connecting one-to-one with every customer, across multiple channels on any device, extremely easy
What is your favorite aspect of this product?
One of the reasons that Salesforce is so popular is that it is packed with features like no other CRM software; features such as contact management, workflow creation, task management, opportunity tracking, collaboration tools, customer engagement tools
What do you dislike most about this product?
i believe that its a very good tool, the however sky is the limit but as of now I am fully satisfied with
What recommendations would you give to someone considering this product?
i will fully recommend this product as that's the best one available in market
Pros
- Helps Innovate
- Performance Enhancing
- Enables Productivity
- Efficient Service
Cons
- Vendor Friendly Policies
Paulo G.
- Role: Information Technology
- Industry: Insurance
- Involvement: IT Development, Integration, and Administration
Submitted Nov 2021
Useful, and easy to manage tool
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Flexibility
What is your favorite aspect of this product?
easy to integrate different areas
What do you dislike most about this product?
It might be little be faster to process requests
What recommendations would you give to someone considering this product?
Nice to have and manage tool
Pros
- Helps Innovate
- Reliable
- Enables Productivity
- Unique Features
Amilker C.
- Role: Operations
- Industry: Other
- Involvement: Business Leader or Manager
Submitted Sep 2021
Sistema incrível de tickets!
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
A marca Salesforce é mundialmente conhecida pela sua robustez.
What is your favorite aspect of this product?
A plataforma é completa e super se integra com tudo.
What do you dislike most about this product?
A configuração e personalização inicial é complexa e requer consultoria especializada.
What recommendations would you give to someone considering this product?
A solução da SAP certamente vai agradar pela qualidade de entrega.
Pros
- Efficient Service
- Saves Time
- Helps Innovate
- Unique Features
