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.
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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
1
Since last award
95 Plan to Renew
1
Since last award
80 Satisfaction of Cost Relative to Value
1
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
Sean H.
- Role: Sales Marketing
- Industry: Insurance
- Involvement: End User of Application
Submitted Nov 2023
Turning Customer Service into Customer Success
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
The 360-degree customer view it offers
What is your favorite aspect of this product?
The user-friendly interface. Robust analytics and reporting tools
What do you dislike most about this product?
It does not have AI-driven chatbots and advanced sentiment analysis.
What recommendations would you give to someone considering this product?
Major on the scalability and long-term benefits while considering if it's an investment
Pros
- Helps Innovate
- Efficient Service
- Saves Time
- Altruistic
Puneet K.
- Role: Operations
- Industry: Electronics
- Involvement: Vendor Management and Renewal
Submitted Oct 2025
overall good experience with this Software
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Sales provided end to end solution for supply Chain
What is your favorite aspect of this product?
Supplier Validation
What do you dislike most about this product?
Nothing for dislike as of now
What recommendations would you give to someone considering this product?
Full Software to use
Pros
- Trustworthy
- Saves Time
- Client Friendly Policies
- Helps Innovate
Precious E.
- Role: Operations
- Industry: Technology
- Involvement: Business Leader or Manager
Submitted Jul 2025
Powerful Customer Service Solution
Likeliness to Recommend
What differentiates Salesforce Service Cloud from other similar products?
Salesforce Service Cloud's comprehensive set of features and capabilities makes it an ideal choice for businesses prioritizing customer support and service excellence
What is your favorite aspect of this product?
My favorite aspect of Salesforce Service Cloud is its ability to provide omnichannel support, allowing businesses to engage with customers across various channels and provide a seamless and consistent customer experience.
What do you dislike most about this product?
I dislike the complexity and cost associated with implementing and customizing Salesforce Service Cloud, as it can be overwhelming and expensive, especially for smaller organizations.
What recommendations would you give to someone considering this product?
I recommend you carefully defining your business requirements, assessing scalability, and evaluating customization options to ensure Salesforce Service Cloud aligns with your organization's goals and needs.
Pros
- Helps Innovate
- Continually Improving Product
- Includes Product Enhancements
- Unique Features
Cons
- Leverages Incumbent Status
