Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2025 Cuspera

Name: Salesforce Service Cloud
Brand: Salesforce Service Cloud
Rating: 4.2 (10755 reviews)

4.2 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(10755)

Service Cloud: Customer Support & Call Centre Software

AI Powered

Salesforce Service Cloud Overview

Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

Use Cases

Customers recommend Helpdesk Management, Customer Case Management, Engagement Management, as the business use cases that they have been most satisfied with while using Salesforce Service Cloud.

Other use cases:

Workflow Management
Knowledge Management
Communication Management
Contact List Management
Sales Document Management
Collaboration
Customer Feedback Management

See all use cases See less use cases

Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Salesforce Service Cloud.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Stakeholder Relations
Improve ROI
Scale Best Practices
Improve Brand Engagement
Improve Digital And Social Presence
Improve Efficiency
Build Brand Awareness
Launch New Products
Shorten Ramp Up Time
Improve Visibility
Enter New Markets Internationally Or Locally
Grow Market Share
Increase Average Basket Value
Manage Risk

See all business priorities See less business priorities

Salesforce Service Cloud Use-Cases and Business Priorities: Customer Satisfaction Data

Salesforce Service Cloud works with different mediums / channels such as Phone Calls.

Salesforce Service Cloud's features include Ticketing, Personalization, Dashboard, etc. and Salesforce Service Cloud support capabilities include Email Support, Phone Support, Chat Support, etc. also Salesforce Service Cloud analytics capabilities include Analytics, and Custom Reports.

Reviews

"I want to democratize the development of technology. With the Salesforce platform, we can give the power away to our business community." - Jane Moran

Salesforce Service Cloud, Cayzu Help Desk, Service Creatio, Vision Helpdesk, LiveAgent, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Salesforce Service Cloud

Top Industries

Information Technology and Services
Computer Software
Manufacturing

Popular in

Mid Market
Enterprise
Small Business

Salesforce Service Cloud is popular in Information Technology And Services, Computer Software, and Manufacturing and is widely used by Mid Market, Enterprise, and Small Business.

Comprehensive Insights on Salesforce Service Cloud Use Cases

What makes Salesforce Service Cloud ideal for Helpdesk Management?

Salesforce Service Cloud enables organizations to manage support requests, including email ticketing and communication with multiple agents. It facilitates customer engagement through various channels like social media and integrates with call centers. While Service Cloud offers extensive capabilities, some users have expressed limitations in terms of customization and workflow flexibility.

"...If you want to use their support center and you have an existing database of articles, make sure you can create them as RSS feeds...." Peer review by Administrator

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Why is Salesforce Service Cloud the best choice for Customer Case Management?

Salesforce Service Cloud Customer Case Management provides a comprehensive platform for tracking customer issues, managing requests, and resolving problems quickly. It facilitates smooth case routing, offers robust reporting and dashboards for tracking backlogs, and enables case management through various channels, including email, live chat, and phone. However, the user interface for case management and customer details may appear outdated and may offer redundant functionalities.

"...Best Service App in the Market, Lot of Features Call Center Telephonic Integration, Live Agent, Email to Case , Web too Case, SLA Management , Service Console ...." Peer review by Consultant

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What benefits does Salesforce Service Cloud offer for Engagement Management?

Salesforce Service Cloud Engagement Management allows businesses to track customer issues, follow up with customers, and gather data through various channels like email, social media, and community forums. The platform facilitates customer engagement through follow-up tasks and communication. It offers analytics and insights into customer interactions. The system's integration capabilities are limited and often require significant effort and expense.

"...Desk is an affordable, easy to use system that will help you manage your customer base, especially all interactions with your customers...." Peer review by John J, Product Specialist, Wholesale

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What makes Salesforce Service Cloud ideal for Workflow Management?

Salesforce Service Cloud empowers users to automate service processes and streamline workflows. It offers the ability to design workflows for diverse scenarios, including internal and external processes, like billing and order processing. Workflows can be customized to meet specific business needs, though their complexity and functionality are constrained by the user's license level.

"...The CRM is what you'd like and incredibly configurable to fit into your business workflow...." Peer review by Industry Analyst / Tech Writer

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How does Salesforce Service Cloud facilitate Knowledge Management?

Salesforce Service Cloud Knowledge Management enables organizations to create and manage a knowledge base for customer self-service, providing access through a portal and integrating with cases. Knowledge base integration with cases facilitates consistent knowledge sharing among support staff and customers. The knowledge base's design and navigation can be challenging for users.

"...The knowledge base has provided self-help options that have resulted in a remarkable decrease in the number of "trivial" help desk cases and calls that we used to have...." Peer review by Tim R, IT Project Manager, Education

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11 buyers and buying teams have used Cuspera to assess how well Salesforce Service Cloud solved their Help Desk needs. Cuspera uses 10755 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Jane Moran CIO Unilever	I want to democratize the development of technology. With the Salesforce platform, we can give the power away to our business community. Testimonial By Jane Moran
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo
Patrick Spence CEO Sonos	There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer. Testimonial By Patrick Spence

CUSTOMERS	TESTIMONIALS
Jane Moran CIO Unilever	I want to democratize the development of technology. With the Salesforce platform, we can give the power away to our business community. Testimonial By Jane Moran
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo
Patrick Spence CEO Sonos	There's a time in a customer's journey where they might run into an issue or a problem, and that is a defining moment where you can either rise to the occasion and help them or not. If you can address it, you raise the value in the mind of the customer. Testimonial By Patrick Spence

Case Studies

Financial Services

CASE STUDY Nexo

Agentforce helped Nexo improve crypto customer support. Nexo needed to keep up with fast changes in the crypto industry. Agentforce provided tools for better support. Nexo redefined how they help cus...tomers. The solution made support faster and more reliable.

CASE STUDY Zota

Zota invested in digital labor. This led to 30% year-over-year growth. The company used digital tools to improve results. The focus was on using technology to drive business success. The investment p...aid off with strong growth numbers.

Financial Services

CASE STUDY RBC Wealth Management

Salesforce helped RBC Wealth Management bring 26 systems into one CRM platform. Advisors now have a single view of each client. Onboarding time dropped from weeks to just 24 minutes. The new digital ...experience gives clients full account visibility. Maintenance costs fell by 50%. The platform uses low-code automation and APIs to speed up innovation.

Consumer Electronics

CASE STUDY Panasonic

Panasonic used Salesforce AI to improve its service operations. The company wanted to make service faster and more efficient. They used assistive and autonomous AI tools from Salesforce. This helped ...Panasonic transform how they deliver service. The result was better support for their customers.

Financial Services

CASE STUDY Prudential

Agentforce helps Prudential's retirement sales team connect better with customers and advisors. The team uses Agentforce to focus on building relationships. This leads to improved customer engagement.... The solution supports sales efforts in the financial services industry. Prudential benefits from streamlined sales processes.

Food & Beverages

CASE STUDY Uber Eats

Uber Eats used Service Cloud, MuleSoft, Tableau, and Sales Cloud to automate workflows and unify data from 30+ global systems. Agents now see all customer and merchant data in one place, saving time ...and reducing manual steps. This automation helps resolve merchant disputes and refund cases much faster. Einstein predicts case priorities, cutting triage times. Uber Eats improved agent efficiency and can now support 25 million restaurateurs and their customers worldwide.

Scale Service That Customers Love with Service Cloud | Salesforce

Frequently Asked Questions(FAQ)

for Salesforce Service Cloud

What is Salesforce Service Cloud?

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals. It helps to enhance customer relationships and improve internal communication.

Salesforce Service Cloud helps to rapidly respond to customer needs on any channel, even from home. They reach the customers on the channels they use most, including mobile messaging, web chat, and social media.

It gives agents a complete, shared view of every customer and interaction, provides one-on-one agent assistance by embedding chat support, supercharge the customer experience with AI-powered chatbots, resolve onsite support issues, and many more.

What is Salesforce Service Cloud used for?

Salesforce Service Cloud is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Customer Case Management and Engagement Management .

What are the top features of Salesforce Service Cloud?

Ticketing, Personalization and Dashboard are some of the top features of Salesforce Service Cloud.

Who uses Salesforce Service Cloud?

Salesforce Service Cloud is used by Information Technology And Services, Computer Software and Manufacturing among other industries.

What are Salesforce Service Cloud alternatives?

Cayzu Help Desk, Service Creatio, Vision Helpdesk and LiveAgent are popular alternatives for Salesforce Service Cloud.

Where is Salesforce Service Cloud located?

Salesforce Service Cloud is headquartered at 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States.

Peers used Salesforce Service Cloud for helpdesk management and customer case management

Salesforce Service Cloud Competitors

More Salesforce Service Cloud Alternatives...

Salesforce Service Cloud Features

Low
Medium
High

FEATURE	RATINGS AND REVIEWS
AI Powered	4.51/5 ★ Read Reviews (35)
Analytics	4.22/5 ★ Read Reviews (308)
Custom Reports	3.63/5 ★ Read Reviews (1175)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.51/5 ★ Read Reviews (35)
Analytics	4.22/5 ★ Read Reviews (308)
Custom Reports	3.63/5 ★ Read Reviews (1175)

Salesforce Service Cloud Integrations

Salesforce Service Cloud integrates with a wide range of software applications through its robust data import and export capabilities.

Data Export

3.89/5 ★

Read Reviews (414)

Data Import

3.51/5 ★

Read Reviews (1078)

Zapier

4.65 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Slack

4.65 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Few API Integrations for Salesforce Service Cloud

Software Failure Risk Guidance

for Salesforce Service Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Salesforce Service Cloud

Salesforce, Inc. News

Partnership 21/09/2025

CrowdStrike and Salesforce Partner to Secure AI-Powered Business

Salesforce and CrowdStrike have formed a strategic partnership to enhance the security of AI-powered business applications. This collaboration integrates CrowdStrike's Falcon Shield with Salesforce Security Center, providing enhanced visibility and protection for AI agents and applications. The partnership aims to secure AI-driven enterprises by offering features like automatic threat containment and real-time remediation through Slack.

Customer 17/09/2025

Salesforce Customer AUM Biotech on Agentforce and SDR Agent - Salesforce

AUM BioTech, a small biotech firm, leverages Salesforce's Agentforce platform to automate lead generation and customer interactions, enhancing its competitive edge. CEO Veenu Aishwarya, despite no coding experience, developed an AI agent to manage leads and personalize outreach, significantly boosting efficiency and scalability. This strategic use of Salesforce technology allows AUM BioTech to compete with larger industry players.

Product 17/09/2025

Salesforce Data Cloud Governance is Generally Available

Salesforce has announced the general availability of Data Cloud Governance, a solution designed to enhance data management and security in the AI era. This product offers native, policy-driven controls for structured and unstructured data, ensuring consistent governance across all data platforms. Key features include AI tagging, policy-based governance, and dynamic data masking, aimed at improving compliance and trust in AI-driven initiatives.

Partnership 15/09/2025

CrowdStrike Announces Innovations with Amazon Web Services, Intel, Meta, NVIDIA, and Salesforce

CrowdStrike has integrated its Falcon Shield into Salesforce Security Center, enhancing AI security for Salesforce's customers. This collaboration aims to protect AI agents, workflows, and applications, fostering trust between business and security teams.

More Salesforce Service Cloud News...

Salesforce, Inc. Profile

Company Name

Salesforce, Inc.

Company Website

https://www.salesforce.com/in/

Year Founded

1999

HQ Location

415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States

Employees

10001+

Social

Financials

IPO

Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2025 Cuspera

Service Cloud: Customer Support &amp; Call Centre Software

Failure Risk for Salesforce Service Cloud ?

Salesforce Service Cloud Overview

Use Cases

Business Priorities

Salesforce Service Cloud Use-Cases and Business Priorities: Customer Satisfaction Data

Popular Business Setting

Top Industries

Popular in

Comprehensive Insights on Salesforce Service Cloud Use Cases

What makes Salesforce Service Cloud ideal for Helpdesk Management?

Why is Salesforce Service Cloud the best choice for Customer Case Management?

What benefits does Salesforce Service Cloud offer for Engagement Management?

What makes Salesforce Service Cloud ideal for Workflow Management?

How does Salesforce Service Cloud facilitate Knowledge Management?

Customer Testimonials

Case Studies

CASE STUDY Nexo

CASE STUDY Zota

CASE STUDY RBC Wealth Management

CASE STUDY Panasonic

CASE STUDY Prudential

CASE STUDY Uber Eats

Video

Scale Service That Customers Love with Service Cloud | Salesforce

Frequently Asked Questions(FAQ)

What is Salesforce Service Cloud?

What is Salesforce Service Cloud used for?

What are the top features of Salesforce Service Cloud?

Who uses Salesforce Service Cloud?

What are Salesforce Service Cloud alternatives?

Where is Salesforce Service Cloud located?

Peers used Salesforce Service Cloud for helpdesk management and customer case management

Salesforce Service Cloud Competitors

Salesforce Service Cloud Features

Salesforce Service Cloud Integrations

Zapier

Slack

Notion

Viber

Pastel

Copper

Seismic Knowledge

Software Failure Risk Guidance

Salesforce, Inc. News

CrowdStrike and Salesforce Partner to Secure AI-Powered Business

Salesforce Customer AUM Biotech on Agentforce and SDR Agent - Salesforce

Salesforce Data Cloud Governance is Generally Available

CrowdStrike Announces Innovations with Amazon Web Services, Intel, Meta, NVIDIA, and Salesforce

Salesforce, Inc. Profile

Service Cloud: Customer Support & Call Centre Software