Salesforce Service Cloud

Genius Score 84

Salesforce Service Cloud is a leading help desk software that enables you to offer personalized support to your clients. It has AI-powered tools and innovations from Service Cloud to help you solve customer problems quickly. This also allows you to address customer issues anytime, anywhere.

Salesforce Service Cloud

Genius Score

84

Usability

Feature

Support

Starting price$25/mo
Pricing modelPer User
Free Trial30 days
Free VersionNo

Salesforce Service Cloud Review

Overview

Salesforce Service Cloud is a customer data management platform that allows managers to interact with their clients through self-help resources. Overall, this platform’s goal is to enhance engagement between the user’s company and their clients.

The Salesforce Service Cloud service comes thanks to the efforts of Salesforce, which is a San Francisco-based company. This company offers a wide range of cloud-based solutions for business managers to improve their engagement rates regarding customers.

There are many features surrounding Salesforce Service Cloud, so if you want to learn more about it, make sure to check the rest of this Salesforce Service Cloud review!

Pros and Cons

Pros

  • It has a wide range of pricing plans suitable for most users.
  • It comes with all the ‘bells and whistles’ you may need to increase engagement.
  • It features a simple yet powerful interface.

Cons

  • It can be a bit expensive for some people.
  • The more professional tools are quite expensive.
  • Some people believe it has a learning curve.

Usability

Salesforce Service Cloud is claimed, by many, the world’s most complete customer support application, thanks to its easy-to-use features that allow people to provide enough contact tools for their customers. The ‘Lightning Essentials’ plan is good enough for the average user, but if you want to take things one step further, there are three other plans to take.

Some of the most essential features this app offers include sales initiatives, marketing outreach efforts, and more. In other words, Salesforce Service Cloud has everything you need to create an efficient knowledge base for any case. 

Thanks to Service Cloud’s automation features, you can handle things, such as questions, analytics, and other data processing tasks much more efficiently. Each of your company’s agents gets a case management workflow platform with all the context they may need about their customers so that they don’t have to work more than intended.

Moreover, Service Cloud integrates seamlessly with multiple devices. If you have to go out of the office, you can easily get your cases on the go on your tablet or phone. Regarding the interface itself, it’s simple enough to use, so you don’t have to worry about the UI being too difficult to understand by you or your agents.

On the other hand, you don’t have to worry about the software getting outdated since it gets updated frequently. Overall, using Salesforce Service Cloud offers a nice user experience for virtually anyone willing to test it out.

Keep reading our Salesforce Service Cloud review if you want to know more about its features!

Features

As mentioned before, there are several features you can expect from Salesforce Service Cloud. We’re going to cover some of the most important ones below so that you know which ones you may use on your first session.

  • Lightning Console – Optimize your team workflows and boost productivity through customer profiles, dynamic dashboards, and extra features.
  • Case Management – Keep your agents connected to everything that’s happening with customers to help them resolve cases faster.
  • Service Automation – Automate some of the most exhausting tasks, such as creating call logs, sending emails, or launching workflows.
  • Service Analytics – Access cloud data to offer personalized customer support based on the latest market trends.

Support Quality

Salesforce Service Cloud’s customer service is good enough for basic needs. Overall, if you need to answer some basic questions, you may take a look at the FAQ pages or read through the app’s knowledge base. 

If you need any specific information for your case, you may speak to the Salesforce team through the online service desk feature. Here, you can make a request and get assistance from a team member as soon as possible.

Finally, Salesforce has some community forums which you can get into to ask questions, talk to other Service Cloud users, and share vital information. Other than that, you can contact the company through its phone number or request a live chat. Once you’re done talking to the customer support team, you can leave some feedback on the website.

Salesforce Service Cloud Pricing – What Does It Cost?

In the case of Salesforce Service Cloud, you can expect four different pricing models. You’re free to choose the one that best fits your needs, although all of them provide the necessary tools for you to build your knowledge base and manage your cases.

PlanPriceFeatures
EssentialsStarting from: $25/user/moFull case management features
Knowledge base tools
Integration with telephony apps
ProfessionalStarting from: $75/user/moWarranty/Contract tracking
Collaborative forecasting
Lead registration and rules-based lead scoring
EnterpriseStarting from: $150/user/moWorkflow and approval automation
Collaborative forecasting
UnlimitedStarting from: $300/user/moCollaborative forecasting
Automation
24/7 Customer support

Conclusion

Now that we’ve reached the end of this Salesforce Service Cloud review, we can conclude that this tool offers virtually anything you and your agents may need to manage your customers, leads, and sell from anywhere you are.

Regardless of the plan you decide to purchase, keep in mind the most basic plan already includes account, contact, lead, and opportunity management capabilities, so you don’t have to worry about getting poor service. Logically, if you want to get all the power this app has to offer, you may choose to go for more expensive plans.

Try Out Salesforce Service Cloud Now

Salesforce Service Cloud offers state-of-the-art customer management and analytics tools. If you’re looking for software that allows you to manage your knowledge base in a much more fluent way, make sure to give this one a try!

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