Salesforce Service Cloud
Salesforce's customer service software: cases from phone, email, chat and social handled on one agent console.
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Claim this pageAbout Salesforce Service Cloud
Salesforce Service Cloud is the customer service product of Salesforce. Requests arriving by phone, email, chat, messaging and social media become cases that are routed to the right agent and handled from a single console, with the customer's full history from the CRM beside them. It includes a knowledge base, self-service portals, workflow automation, service-level tracking, and reporting on volumes and resolution times. Additional modules cover field service and contact center telephony, and AI features suggest replies or answer simple questions. It is used by support and customer service teams, mostly in mid-size and large companies that already run Salesforce for sales.
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3
Expert admin·10 – 50 employees·France
Salesforce's main strength is customization: everything can be tailored, and it integrates with a wide range of external tools. You can automate it directly with your own SaaS to keep data consistent across platforms, and even set up payment orchestration with payment platforms to build an in-house billing tool. All that flexibility comes with a steep learning curve. If you're not ready to dedicate time to mastering it, it may not be the right CRM for you.
Customer Success·Frequent User·D-EDGE·300 – 1 000 employees·France
Salesforce Service cloud is very complete and can be adapted to all your needs. The biggest problem is the complexity to set it up, to maintain it and the cost linked to every new features.
Sales·Administrator·Payhawk·300 – 1 000 employees·France
Very useful even if not the best UX sometimes :)
