Salesforce Service Cloud

Score8.5 out of 10

397 Reviews and Ratings

What is Salesforce Service Cloud?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Categories & Use Cases

Media

Screenshot of Workflows and Orchestration

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Screenshot of Workflows and Orchestration

Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8

External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2

Punnareddy Pallerla View profile

Sr Software Engineer in Information Technology at sabre (5001-10,000 employees employees)

Use Cases and Deployment Scope

We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry

Pros

Email to case
Web to case
Queue, Public groups
Reports and dashboards

Cons

Cage age fields calculations
Service console view
Live chat enhancements

Return on Investment

Improved our business with best service support by growing the sales
Reporting
Live chats

Alternatives Considered

Oracle Service

Other Software Used

Rally Platform

Verified User

Employee in Manufacturing (201-500 employees employees)

Use Cases and Deployment Scope

We use Salesforce Service Cloud for case management and the reporting is where we need some expertise

Pros

Agent can record case details
Associate contact seemlessly
Attach voc

Cons

Case creation for follow-up deals
Routing

Return on Investment

Reduction in ticket resolution

Alternatives Considered

Salesforce Sales Cloud

Other Software Used

Salesforce Sales Cloud, Field Service Cloud

Verified User

Manager in Information Technology (201-500 employees employees)

Use Cases and Deployment Scope

We manage cases, case management using service console in service cloud. The ticketing system in external system was not feasible enough to maintain tickets and not user friendly.
A new custom dynamic service console to maintain or case management for the agents to resolve the cases timely .

Pros

case management
omni channel

Return on Investment

reduction in resolution time
knowledge articles

Alternatives Considered

Salesforce Sales Cloud, Conga CPQ and Salesforce Revenue Cloud

Other Software Used

Salesforce Sales Cloud, Salesforce CRM Analytics, Salesforce Revenue Cloud

Verified User

Administrator in Corporate (10,001+ employees employees)

Use Cases and Deployment Scope

Fast support to customers, providing real time solutions with access to training articles for self service. Fast case assignments, proper priority routing and ability to track customer issues.

Pros

Case routing
Case assignment
Summary overviews

Cons

Tab windows for screen flows

Return on Investment

Lower cost

Other Software Used

Salesforce Sales Cloud

Erin Gracyalny View profile

Customer Success Manager in Customer Service at Propel Software Solutions (51-200 employees employees)

Use Cases and Deployment Scope

We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.

Pros

Response time reminders
Connected to CRM

Cons

Integration with Jira
Team management
Cost

Return on Investment

Faster ticket response times
Detailed reporting on overall cases and case management

Salesforce Service Cloud

What is Salesforce Service Cloud?

Categories & Use Cases

Media

Key Features

Top Performing Features

Organize and prioritize service tickets

Ticket creation and submission

Email support

Areas for Improvement

External knowledge base

ITSM collaboration and documentation

Customer portal

Reviews

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Return on Investment

Alternatives Considered

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

Other Software Used

Use Cases and Deployment Scope

Pros

Cons

Return on Investment

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