Salesforce Service Cloud Review: Features, Price, Pros & Cons

Salesforce Service Cloud, also known as the Salesforce’s help desk, is a customer service and support platform offered by Salesforce. It is designed to help businesses manage and improve their customer service operations. With Service Cloud, businesses can support their customers through multiple channels, including phone, email, chat, and social media.

Salesforce Service Cloud

Service Cloud offers a variety of tools and services to assist businesses in successfully managing client contacts and resolving customer complaints. These consist of a knowledge base, a case management system, a customer feedback system, and a customer service platform. Additionally, Service Cloud interfaces with other Salesforce products like Sales Cloud and Marketing Cloud, giving companies a comprehensive understanding of their clients and their interactions with them.

All sizes of businesses, from small start-ups to massive corporations, can use it. As demands change, organizations may quickly adapt and scale up their customer service operations thanks to their adaptability and scalability. Additionally, it is accessible as a cloud-based service, enabling companies to use it from any computer or mobile device with an internet connection without the need to install any software.

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Key Features:

Lightning Console

This feature keeps all of the information your customer service agents need to provide quick assistance in one central location.

This includes knowledge resources, subject matter experts, and customer profiles. Hence, allowing your customer service team to answer customer inquiries on the first try accurately, anticipate customer needs, and consistently deliver exceptional customer service solutions.

Case Management

Case Management speed up the resolution of customer support cases, even when working remotely, by giving your agents access to all the activity, answers, and information they need through Service Cloud.

Omni-Channel Presence and Routing

The “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.

Work is automatically sent to employees in real-time and displayed in the Service Console, providing a comprehensive view of the customer across all channels. Businesses can also use the feature to set priorities and determine the size of work for their employees.

Telephony Integration

This feature helps one understand your customers before answering their call by viewing their customer information or account record on a profile screen. It also helps save time by communicating more efficiently and making every phone number in Salesforce a clickable link for easy access.


  • Top-notch reporting capabilities.
  • Clean and easy-to-use UI.
  • Integrates well into the Salesforce ecosystem.
  • Allows all case communication to be centralized with its Salesforce Lightning.


  • A bit of a learning curve to understanding the system as a whole.
  • The price is fairly expensive.
  • Limited customer service contact options.
  • Heavy configuration required.
  • Essentials – $25user/month.
  • Professional – $75/user/month.
  • Enterprise – $150/user/month.
  • Unlimited – $300/user/month.

Frequently Asked Questions

1. What is the difference between Salesforce’s Service Cloud and Sales Cloud?

Salesforce Sales Cloud is a sales management and customer relationship management (CRM) platform that helps businesses manage and improve their sales operations. It includes tools for managing customer relationships, tracking sales activity, and forecasting sales.

Salesforce Service Cloud, on the other hand, is a customer service and support platform designed to help businesses manage and improve their customer service operations. It includes tools for managing customer interactions, creating and organizing a knowledge base, and tracking and resolving customer issues.

In general, Sales Cloud is geared towards helping businesses manage and improve their sales operations. At the same time, Service Cloud is focused on helping businesses manage and improve their customer service operations. However, both products can be integrated and with other Salesforce products, allowing businesses to get a complete view of their customers and their interactions with the company.

2. Who uses the Salesforce Service cloud?

Salesforce Service Cloud is used by businesses of all sizes across various industries to manage and improve their customer service operations.

Examples of companies currently using it include Fisher & Paykel, Aureus, Toyota, Thomson Reuters, Puma, Barclays, Financial Times, NBC, Pandora, KLM, and much more.

3. Does Salesforce Service cloud support mobile apps?

The Service Cloud Mobile app has ceased since December 2019. You can, however, still access the Salesforce Service cloud through the Salesforce mobile app, available for both iOS and Android.

4. Is Salesforce Service Cloud free?

Negative. However, it does come with a 30-day free trial. Paid plans start at $25/month/user. Click here for the complete price list of Service Cloud.

5. What are the alternatives to Salesforce Service Cloud?

Alternatives include ZenDesk, Freshdesk, ManageEngine, Zoho Desk, and SysAid.

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