Salesforce Service Cloud is a well-known customer service software intended to assist users in acquiring quicker and dependable case solutions. It provides an enhanced intelligence service that allows for a full 360-degree view of each customer, to come up with resolutions across channels, and boost customer satisfaction by linking it directly to the entire organization.
Agents are more empowered than ever thanks to its full transparency for every customer interaction made. Its CTI (Compter-Telephony Integration) aids in reducing handling times of customer phone-in calls to enhance productivity and increase customer satisfaction.
Salesforce Service Cloud gives users the ability to personalize customer conversations by allowing transparency in their service team to products and/or services owned by the customers. This will enable users to assist their agents in find useful upsell and cross-sell leads.
Users will always respond to the proper service level to customers while keeping track, managing, and resolving problems seen in each case which also includes Service Level Agreements (SLAs).
Service insights of the platform can be harnessed to come up with highly-targeted marketing via a collated customer record to customize messages and offers, which can be automatically deployed according to service events or customer interactions. This will help users spot opportunities and problems that may arise regardless of where they're located and/or the device they're using.
Salesforce Service Cloud has service analytics dashboards that will guide users to concentrate and manage their resources. In addition, they can make comprehenaisve data and pattern analysis from any system and acquire recommendations using the platform's own AI tool (Einstein Discovery).
The software has other features available including live chat, self-service, social media, customer assistance, contact and account management, case management, and so much more.
It goes beyond customer support operations with useful tools for improving marketing and customer interactions, seeking opportunities, determining present problems, and organizing field service activities.
Product Quality Score
Ease of use
Value for money
Salesforce Service Cloud features
Main features of Salesforce Service Cloud are:
Roles and Permissions
Data and File Storage
Snap-Ins for Live Agent Chat
Snap-Ins for Live Video Chat
Case Email Auto-Response
Advanced Reporting Features
Email Integration with Outlook
Advanced Case Management
Customer Account Portal
Standard Success Plan
Field Service Dispatch
Service Contracts and Entitlements
Unlimited Online Training
Developer Pro Sandbox
Workflow and Approval Automation
Web and Email Case Capture
Topics and Recommendations
Service Analytics App
Social Customer Service Starter Pack
Case Milestone Tracker
Unlimited Custom Applications
Work Order Management
Google Apps Integration
AppExchange App Integration
Lightning App Builder
Mobile Messaging (LiveMessage)
Case Escalation Rules and Queues
Web Services API
Social Customer Service Pro
Customizable Reports and Dashboards
Salesforce Mobile App
Computer Telephony Integration (CTI)
Lead-Contact Account Management
Salesforce Service Cloud Benefits
The main benefits of Salesforce Service Cloud are its tailor-made solution for customer service and multi-channel functionality. Here are more details of its benefits:
Salesforce Service Cloud is a platform that provides a tailor-made solution for customer service. Its Computer-Telephony-Integration (CTI) provides users their call center agents a feature that can be operated in the program’s console. Agents can pull up a screen profile or an account record of the caller before picking up their phone.
Users can conduct outgoing calls, divert calls to another available agent, put calls on hold, or include concerned customers or agents, without leaving the window.
The multi-channel functionality of Salesforce Service Cloud Reviews will leave customers in awe since it utilizes the same personalized and quick-acting service regardless of the channel being used. Channel cases will pour in the agent console where account information, purchase history, and profile of each customer can be viewed.
The highly-responsive dashboard makes things simpler for agents to input data they need. It operates in a similar manner to a portal where frequently used actions are front and center for agents to use.
The case management functionality lets users streamline their pipeline to enhance customer service. They can tackle customer support cases quicker from just about anywhere by connecting agents to every information, answer, and activity they need.
Articles, email updates, voicemails, and everything else dealing with a certain case will appear on the platform’s newsfeed. This will help users figure out what to concentrate on and when to take action. They can be updated with customer activity, send an email out email responses via pre-installed templates in a couple clicks.
Salesforce Service Cloud allows users to listen and offer responses to customers through different social media channels which include Facebook, Twitter, and Instagram. The platform can be utilized to interact and share documents so agents can discuss problems and curb case issues together.
The software offers support for both mobile professionals and customers regardless of their location via a mobile-first system. Users can build engaging experiences for both their mobile workers and customers by means of drag-and-drop tools as well as using the platform’s own mobile app. The tool’s Field Service Lightning mobile app is capable of resolving issues quickly in the field. It’s also a big help for users to get the job done.
Customer Support Types
Salesforce Service Cloud Integrations
The following Salesforce Service Cloud integrations are currently offered by the vendor:
Salesforce Service Cloud offers integration to the following apps, services, and systems
Microsoft Dynamics AX
Facebook Lead Ads
Microsoft Dynamics CRM
Sap Hybrid Cloud for Customers
Oracle Sales Cloud
Microsoft Dynamics GP
Oracle Service Cloud
Salesforce Service Cloud
Salesforce Service Cloud pricing is available in the following plans: