Salesforce Service Cloud

4.1
(1,399)
Optimized for quick response

The Service Cloud is a social customer service application, built on a SaaS model, that empowers companies to manage all customer information and service needs.

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Salesforce Service Cloud Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

83%
(Based on 813 reviews)

Response Automation

Respond to common requests with standard reply

83%
(Based on 753 reviews)

SLA Management

Service Level Agreement Management

82%
(Based on 581 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

79%
(Based on 758 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

83%
(Based on 733 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

85%
(Based on 788 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

84%
(Based on 786 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

86%
(Based on 137 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

83%
(Based on 134 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

84%
(Based on 113 reviews)

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

82%
(Based on 120 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

82%
(Based on 42 reviews)

Notifications

Delivers notifications to both sides of the conversation.

81%
(Based on 49 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

82%
(Based on 39 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

84%
(Based on 38 reviews)

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

86%
(Based on 49 reviews)

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

87%
(Based on 55 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

84%
(Based on 44 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

87%
(Based on 58 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

86%
(Based on 129 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

84%
(Based on 107 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

87%
(Based on 136 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

83%
(Based on 106 reviews)

Internal Use

Customization

83%
(Based on 386 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

83%
(Based on 44 reviews)

Lead Development

Enables employees to denote potential customers.

83%
(Based on 42 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

81%
(Based on 46 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

84%
(Based on 40 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

85%
(Based on 49 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

83%
(Based on 49 reviews)

Text

Connects employees with customers through a text message solution.

82%
(Based on 37 reviews)

Email

Connects employees with customers through an email solution.

87%
(Based on 61 reviews)

Social

Connects employees with customers through a social media solution.

81%
(Based on 53 reviews)

Live Chat

Connects employees with customers through a live chat solution.

82%
(Based on 42 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

83%
(Based on 48 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

89%
(Based on 60 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

85%
(Based on 48 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

86%
(Based on 54 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

84%
(Based on 635 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

86%
(Based on 796 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

81%
(Based on 483 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

82%
(Based on 466 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

82%
(Based on 429 reviews)

Customer and Contacts Database

Central repository for account and contact information

84%
(Based on 627 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

82%
(Based on 453 reviews)

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

81%
(Based on 282 reviews)

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

80%
(Based on 283 reviews)

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

82%
(Based on 450 reviews)

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

83%
(Based on 660 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

82%
(Based on 507 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

82%
(Based on 491 reviews)

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

82%
(Based on 398 reviews)

Reporting

82%
(Based on 760 reviews)

Dashboards

82%
(Based on 780 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

80%
(Based on 258 reviews)

Customization

83%
(Based on 386 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

86%
(Based on 376 reviews)

Internationalization

n/a

Performance & Reliability

85%
(Based on 375 reviews)

Integration APIs

82%
(Based on 302 reviews)