What is Salesforce Service Cloud

What is Salesforce Service Cloud?

Salesforce Service Cloud, a customer relationship management (CRM) platform for customer service and support. It could be a component of an overall Salesforce CRM package that would be an ideal CRM software solution for your business.

What does Salesforce Service Cloud do?

  • Enables your customer service team to resolve cases faster, automate processes, and improve team efficiency with service analysis.
  • Increase the efficiency of customer service teams with automated workflows.
  • Understand integrated tools for asset and order management.
  • Improves the performance of call center teams with cloud-based telephony and AI-powered productivity tools.
  • Allows your business to easily set up a self-service help center for their clients, which includes easy-to-use systems for booking appointments, verifying account balances and paying bills.
  • Allows customers to reach you on multiple digital channels such as mobile messaging, AI powered live chat, social media, and email.
  • Integrates customer requests from all channels into a single ticketing system it’s easy for your customer service team to follow.
  • Comes with a Field service solution, which increases the efficiency of your field agents and augment their services with remote assistance, AI-based onsite technical support and mobile integration.

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How Businesses Can Use Salesforce Service Cloud

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Serve Your Customers Quickly and Efficiently Across Multiple Channels with Salesforce Service Cloud (Image credit: Shutterstock)

Customer service

Salesforce Service Cloud is designed to help your company’s customer service team. Customer service agents can use it to increase efficiency in a number of ways. Using automated workflows, they can reduce their workload by delegating common and repetitive tasks to Salesforce Service Cloud. Einstein’s AI.

Salesforce Service Cloud Further increases agent efficiency by aggregating all customer service requests across multiple communication channels– phone, chat, e-mail, social networks, etc. – in a set of tickets, which are then automatically transmitted to the appropriate agent according to the priority of the ticket and the area of ​​expertise of this agent.

In addition to directly assisting agents, Salesforce Service Cloud provides access to a AI-assisted knowledge base that provides customers with self-guided support. This further reduces the workload on the customer service team so that they can focus only on high priority cases.

AI-powered analytics allow customer service managers to quickly and easily identify the strengths and weaknesses of their agents, helping senior management find areas where coaching and improvement are needed.


Salesforce Service Cloud also provides support to agents in the field. It allows clients and field agents to schedule appointments remotely, saving transit time and increasing service speed. It also uses its AI-driven automation system to assign tasks to agents based on priority and specialty in the same way it assigns support tickets.


Although it is primarily a customer service CRM, Salesforce Service Cloud can also be used to manage certain HR functions. Overall, the feature set is the same, but it is aimed at internal employees rather than external customers. An employee ticket system intelligently assigns tickets to the right HR representative based on priority and specialization, while a self-service employee portal has the same AI assistant as the customer portal.

Other employees

Finally, the employee side of Salesforce Service Cloud has the same multi-channel integration as the client side of the software, allow employees to reach HR by phone, SMS, email, online chat, your company’s internal communication app or social media.

Salesforce Service Cloud Features and Benefits

How much does Salesforce Service Cloud cost?

Salesforce Service Cloud is billed on a pay-as-you-go basis with four pricing tiers available, each with more features than the last. Prices are per user / per month, billed annually, with the cheapest tier starting at $ 25 per month and the most expensive tier starting at $ 300 / month.

As with all Salesforce products, prices are negotiable and Service Cloud is fully customizable. Although the features are grouped into four separate levels, customers can speak to their Salesforce agent during purchase and request additional features or remove features from their existing package. The price will be adjusted accordingly.

Chart showing the different price points for Salesforce Service Cloud

An overview of the basic features available at each Service Cloud price level (Image credit: Salesforce)

At higher pricing levels, Salesforce Service Cloud offers large-scale call center support and an unlimited number of users, making it ideal for large businesses that have the need and the budget to support it. charged. Its low-end levels come at a fair price, and the feature set should be sufficient for small business users.

Salesforce Service Cloud FAQ

The most frequently asked questions about Salesforce Service Cloud.

Is Service Cloud part of Salesforce?

Service Cloud is a product offered by Salesforce. Salesforce provides software solutions for businesses and Service Cloud is its CRM solution for customer service teams. Since it’s part of the Salesforce suite, your team can improve Service Cloud by downloading plugins from Salesforce AppExchange and train new team members on Service Cloud by Salesforce Starting Point. You can also manage a customer database on multiple Salesforce products such as Service Cloud, Sales cloud, and Marketing cloud.

What is the Service Cloud License for Salesforce?

Purchasing a Service Cloud license will immediately grant your organization access to Salesforce Service Cloud. As long as you continue to pay for access, you and your team can continue to use Service Cloud for your customer service CRM needs. Four different license types are available for Service Cloud: Essentials, Professional, Enterprise, and Unlimited. Which one you need will depend on your budget and what features you will need.

What cloud services does Salesforce offer?

Salesforce offers two cloud services: Software as a Service (SaaS) and Platform as a Service (PaaS). Software as a service refers to providing access to software directly in the cloud. Salesforce offers a wide range of SaaS services, including CRM software, business analytics software, and corporate social sustainability analytics. Because of this large ecosystem, Salesforce has a development environment called Platform. This PaaS product allows developers to develop native Salesforce applications directly through the cloud.

Screenshot of the Salesforce Licensing page

Go to this screen to determine if you have a Salesforce Service Cloud license. (Image credit: Salesforce)

How do I know if I have Salesforce Service Cloud?

You can check if you have a Service Cloud license by going to the Licenses section of your Salesforce dashboard. Log in to Salesforce and navigate to Setup on the left sidebar. Then go to Company Settings> Company Information> Licenses. Once there, look at your license list. If you have Service Cloud, it should show up with Active written in the Status column.

What is included in Service Cloud?

Service Cloud includes a wide range of features aimed at increasing the efficiency of customer service teams. Specifically, it provides a centralized ticketing system, a knowledge base for customer self-service, and performance analysis reports so that customer service managers can quickly assess agent performance.

Service Cloud allows customers to communicate with agents by phone, SMS, chat, and email. Chat is available on desktop and mobile applications.

Main takeaways

Tablet, computer screen and mobile phone all showing Service Cloud on the screen

Service Cloud provides transparent, cross-platform customer service (Image credit: Salesforce)
  • Salesforce Service Cloud is CRM software designed to improve the efficiency of customer service teams.
  • Service Cloud consolidates customer requests from multiple channels into a single ticket database then uses AI to assign those tickets to customer service agents.
  • Service Cloud helps customer service management teams by provide detailed reports on employee performance and predictive analytics designed to anticipate service demand.
  • Cloud service is billed on a pay-as-you-go basis. Prices start at $ 25 / month and go up to $ 300 / month, billed annually.
  • Service Cloud has a robust feature set. Customers of the more expensive tiers can add an unlimited number of users, making it ideal for large organizations.

Next steps

To learn more about CRM software, see our article What is CRM software. Then check How Can CRM Software Help Me Improve Customer Relationships to learn more about the benefits of customer service CRMs as a Service Cloud.

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