Salesforce Service Cloud

Salesforce Service Cloud

(1,351)
4.1 out of 5 stars

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 791 reviews)
Response Automation

Respond to common requests with standard reply

83%
(Based on 731 reviews)
SLA Management

Service Level Agreement Management

82%
(Based on 563 reviews)
Attachments/Screencasts

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

78%
(Based on 736 reviews)
Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

82%
(Based on 712 reviews)
Ticket Creation User Experience

User Experience of creating and submitting a ticket

85%
(Based on 766 reviews)
Ticket Response User Experience

User Experience of responding and recieving a response

84%
(Based on 764 reviews)
Knowledge Share
Knowledge Base

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

85%
(Based on 117 reviews)
Searchable Articles

Makes articles in the knowledge base searchable on the web.

83%
(Based on 116 reviews)
Community Forums

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

85%
(Based on 97 reviews)
Interactive FAQs & Forums

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

82%
(Based on 101 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 36 reviews)
Notifications

Delivers notifications to both sides of the conversation.

80%
(Based on 40 reviews)
Targeted Emails

Sends automated emails to further engage clients and potential clients.

83%
(Based on 33 reviews)
In-App Messaging

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

84%
(Based on 30 reviews)
Process
Mentions

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

86%
(Based on 38 reviews)
Tickets

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

88%
(Based on 45 reviews)
Macros

Allows administrators to create templated responses to frequently asked questions.

83%
(Based on 36 reviews)
Collaboration

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

85%
(Based on 45 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 110 reviews)
Forum to Reponse

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

85%
(Based on 90 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 118 reviews)
Live Chat

Embeds live chat capabilities within self-service tools.

83%
(Based on 89 reviews)
Internal Use
Customization

83%
(Based on 373 reviews)
Conversation Archiving

Archives conversations in a separate location for later reference.

83%
(Based on 34 reviews)
Lead Development

Enables employees to denote potential customers.

82%
(Based on 33 reviews)
Knowledge Base

Establishes a knowledge base for employee reference during conversations.

80%
(Based on 37 reviews)
Team Inbox

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

84%
(Based on 32 reviews)
Customer Profiles

Allows for the creation of profiles for contacts and customers.

84%
(Based on 39 reviews)
Channels
Phone

Connects employees with customers through a calling solution.

82%
(Based on 39 reviews)
Text

Connects employees with customers through a text message solution.

83%
(Based on 31 reviews)
Email

Connects employees with customers through an email solution.

89%
(Based on 47 reviews)
Social

Connects employees with customers through a social media solution.

82%
(Based on 42 reviews)
Live Chat

Connects employees with customers through a live chat solution.

82%
(Based on 35 reviews)
Insight
Surveys

Provides opportunity for customers to give feedback through a survey.

84%
(Based on 38 reviews)
Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

89%
(Based on 47 reviews)
Visitor Activity

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

86%
(Based on 38 reviews)
Help Desk

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

87%
(Based on 43 reviews)
Communication Channels
Customer Portal

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

84%
(Based on 618 reviews)
Email to Case

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

86%
(Based on 775 reviews)
Chat/Live Support

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

80%
(Based on 467 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 451 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 414 reviews)
Customer and Contacts Database

Central repository for account and contact information

84%
(Based on 608 reviews)
Products and Version Tracking

Central repository for tracking products and product versions customer is using

82%
(Based on 434 reviews)
Call Scripting

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

81%
(Based on 270 reviews)
Interactive Voice Response (IVR)

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

80%
(Based on 272 reviews)
Self Service/Community
Forums

Online discussion functionality so customers can have conversations among each other

81%
(Based on 439 reviews)
Knowledge Base

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

83%
(Based on 643 reviews)
Ideas/Feedback

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

82%
(Based on 495 reviews)
Q&A

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

82%
(Based on 479 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 386 reviews)
Reporting

82%
(Based on 740 reviews)
Dashboards

82%
(Based on 760 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.

79%
(Based on 254 reviews)
Customization

83%
(Based on 373 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 368 reviews)
Internationalization

n/a
Performance & Reliability

85%
(Based on 367 reviews)
Integration APIs

83%
(Based on 295 reviews)