Definition

Salesforce Service Cloud

Contributor(s): Wesley Chai; Matthew Haughn

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. Salesforce based Service Cloud on its Sales Cloud product, a popular CRM software for sales professionals.

Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents. The purpose is to foster one-to-one marketing relationships with every customer across multiple channels and devices.

Service Cloud can "listen" and respond to customers across a variety of social platforms and automatically route cases to the appropriate agent. Social customer service is integrated with Salesforce Customer Success Platform, which enables the social team to gather a comprehensive picture of the customer to inform responses.

Service for Apps makes it possible to embed customer support software into applications. In-app mobile support can include live agent video chat, screen sharing and on-screen guided assistance. The software is also integrated with Salesforce Community Cloud, which provides more communication channels for agents and customers.

According to Salesforce, Service Cloud is the world's top-ranking customer service platform.

Main features and benefits

Salesforce lists nine key features for the Service Cloud platform:

  1. Agent workspace. This is a comprehensive and customizable user interface (UI) for customer service agents that offers various productivity tools, analytics and customer views.
  2. Case management. Agents can use Service Console to juggle multiple cases at once across multiple channels. Case management is accessible via both desktop and mobile apps.
  3. Knowledge management. Agents can create and access resources within the company's knowledge base.
  4. Service process automation. Support functions can be automated with artificial intelligence (AI).
  5. Omnichannel routing. Cases and leads can be automatically directed to specific employees based on factors such as employee skill set and availability. Supervisors can access a complete view of routing and agent activity.
  6. Service analytics. Dashboards give employees easy access to reporting and key CRM data, such as backlog analysis, chatbot performance, case history and volume, and agent productivity and activity.
  7. Computer telephony integration (CTI). Service calls to and from customers can be managed with customer information on hand.
  8. Automation with macros. Repetitive customer service tasks can be automated.
  9. Asset and order management. This tracks customer data, such as assets, order history and support history.

Other features of Service Cloud include the following:

  • customized reporting;
  • multiple languages;
  • multichannel integration for platforms such as Facebook Messenger and text messaging;
  • can be used through a mobile application;
  • integration with legacy systems;
  • live agent webchats;
  • role-based permissions;
  • team collaboration systems;
  • Community Cloud integration;
  • service-level agreements (SLA) with visual timelines; and
  • service entitlements.

Pricing and tiers/free trial

Salesforce Service Cloud comes in four different pricing tiers: Essentials, Professional, Enterprise and Unlimited:

  • This level is marketed toward small customer service teams. This option costs $25 per month.
  • This option has complete service CRM capabilities and costs $75 per month.
  • This tier has customizable CRM offerings for larger companies. Subscriptions for this level cost $150 per month.
  • This is the maximum service tier that offers enterprise-level functionality with additional support options, sandbox testing, and unlimited tabs and apps. This tier costs $300 per month.

A free trial of Service Cloud's basic features is available. According to the Salesforce website, the free trial gives the option to use the following:

  • preloaded or uploaded data;
  • preconfigured processes, reports and dashboards; and
  • online training resources with guided experiences.

Salesforce Sales Cloud vs. Service Cloud

When customers enroll with Salesforce products, they have the option to choose between the Sales Cloud and the Service Cloud modules. There is considerable overlap between the two modules. The Sales Cloud product is used by businesses that are focused on generating leads, opportunities and sales. Salesforce Service Cloud, however, contains all of the features that Sales Cloud includes, plus additional features for service-oriented businesses with higher support process demands.

This was last updated in July 2020

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