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

"Our relationships with small vendors make loop & tie the platform it is; we pride ourselves on being part of a healthy and stable economy. With salesforce, we have a better understanding of our own opportunities to support growing businesses." - Mk Getler

Salesforce Service Cloud, Freshservice, Zoho Desk, freshdesk, Zendesk For Service, 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.

"...Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area...." Peer review by Professional in Information Technology

Read Reviews

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.

"...Ability to view customer cases from mobile device and communicate with services support team through chatter...." Peer review by Grant Chen, Computer Software

Read Reviews

What makes Salesforce Service Cloud ideal 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.

"...Customers can choose to engage on their preferred channel like the IBM support community, , email, phone, or via Watson chatbot...." Case Study IBM

Read Reviews

What Are the key features of Salesforce Service Cloud 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.

"...List Views - Cannot sort by most fields, cannot add custom fields to list views, and cannot modify the number of records per page Reporting - Cannot modify fields displayed in a report, cannot edit criteria for metrics, and cannot include custom fields in reports aside from picklists, and cannot export more than 2500 records at a time Email - Does not include standard modern emailing functions such as underlining, highlighting, modifying font color, or pasting images/tables Also, while some more complex workflows and automation can be built in Salesforce to update fields which are then passed back to Desk via Desk Connect (native sync between Desk and Salesforce), I strongly recommend against relying on Desk Connect for any business processes...." Peer review by Chance Martin, Financial Services

Read Reviews

What benefits does Salesforce Service Cloud offer for 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.

"...I love the key support features, such as live chat, knowledge base, customer portal, online communities, and industry-best social tools...." Peer review by Mayuresh G., Computer Software

Read Reviews

74+ more Business Use Cases

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
Mk Getler Chief Marketing Officer Loop & Tie	Our relationships with small vendors make loop & tie the platform it is; we pride ourselves on being part of a healthy and stable economy. With salesforce, we have a better understanding of our own opportunities to support growing businesses. Testimonial By Mk Getler
Arvind Krishna Chairman & CEO IBM	Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
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

CUSTOMERS	TESTIMONIALS
Mk Getler Chief Marketing Officer Loop & Tie	Our relationships with small vendors make loop & tie the platform it is; we pride ourselves on being part of a healthy and stable economy. With salesforce, we have a better understanding of our own opportunities to support growing businesses. Testimonial By Mk Getler
Arvind Krishna Chairman & CEO IBM	Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
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

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
Unilever Manufacturing	Manufacturing	Case Study Unilever How Unilever helps its people work with greater passion and purpose with Salesforce. Read More
Sonos Consumer Electronics	Consumer Electronics	Case Study Sonos Learn how Sonos adapted to customer needs during the pandemic with one integrated platform. Read More
Loop & Tie Information Technology and Services	Information Technology and Services	Case Study Loop & Tie How Loop & Tie built a community of gifting with Salesforce. Read More

Video

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?

Freshservice, Zoho Desk, Freshdesk and Zendesk For Service 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)

Few API Integrations for Salesforce Service Cloud

Seismic Knowledge

4.13 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

FireText

4.0 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Viber

4.33 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Pastel

4.4 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Proof

4.59 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

Software Failure Risk Guidance

for Salesforce Service Cloud

Overall Risk Meter

Low Medium High

Top Failure Risks for Salesforce Service Cloud

Salesforce, Inc. News

HCLTech joins Salesforce as an Agentforce Partner to drive agentic AI innovation - CRN

HCLTech partners with Salesforce to enhance AI innovation through the Agentforce program.

23/01/2025 - source

HCLTech gets added to Salesforce's AI agent initiative - Techcircle

HCLTech joins Salesforce's AI agent initiative to help financial services clients use AI agents and modernize SaaS applications. The partnership aims to enhance member engagement and efficiency at PenFed Credit Union.

23/01/2025 - source

Salesforce Bids Farewell to Einstein Copilot, Now It's Just Another Agent - CX Today

Salesforce has retired its Einstein Copilot, a conversational AI assistant, surprising many users. This change was highlighted by Ashish Agarwal, a Salesforce Architect, on LinkedIn.

15/01/2025 - source

Salesforce, Inc. Feeds

Salesforce director named chief of operations, finance | CFO Dive

Salesforce appointed Robin Washington as the new Chief Operating and Financial Officer, effective March 21, with Brian Millham retiring on May 1 after a 25-year career.

05/02/2025 - source

Salesforce Appoints New CTO, Shakes Up Other Executive Roles - The Information

05/02/2025 - source

Salesforce Inc (CRM) Announces Leadership Transition with Robin - GuruFocus

Salesforce Inc (CRM) announces a leadership transition involving Robin.

05/02/2025 - source

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 makes Salesforce Service Cloud ideal for Engagement Management?

What Are the key features of Salesforce Service Cloud for Workflow Management?

What benefits does Salesforce Service Cloud offer for Knowledge Management?

74+ more Business Use Cases

Customer Testimonials

Case Studies

Case Study Unilever

Case Study Sonos

Case Study Loop & Tie

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

FeedHenry

Slack

Seismic Knowledge

FireText

Viber

Pastel

Proof

Software Failure Risk Guidance

Salesforce, Inc. News

HCLTech joins Salesforce as an Agentforce Partner to drive agentic AI innovation - CRN

HCLTech gets added to Salesforce's AI agent initiative - Techcircle

Salesforce Bids Farewell to Einstein Copilot, Now It's Just Another Agent - CX Today

Salesforce, Inc. Feeds

Salesforce director named chief of operations, finance | CFO Dive

Salesforce Appoints New CTO, Shakes Up Other Executive Roles - The Information

Salesforce Inc (CRM) Announces Leadership Transition with Robin - GuruFocus

Salesforce, Inc. Profile

Get a personalised risk report for Salesforce Service Cloud

Connect to vendor request

Request Custom Quote

Service Cloud: Customer Support & Call Centre Software