Sales Service Cloud Review - why 4.2 stars?

Shlomi Lavi / updated: Jun 23, 2022

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What is Sales Service Cloud?

Sales Service Cloud is a customer service software that can help users to manage their customer service from any device, anytime, anywhere. Users can also include the one-touch service directly in their products. Whether you are online from smartphone or a desktop, you have everything to resolve problems and satisfy your customers and everything you need to be more productive.

Salesforce.com, the company behind this customer service software, is currently the leader in the enterprise cloud computing field. The company is popular for providing sales and CRM applications and was founded back in 1999. The company has been on the Fortune’s #7 on the list of the 100 Best Companies to Work for six years.

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Who is it best for?

Sales Service Cloud offers CRM solutions for companies of all sizes, small, mid-size and enterprise organizations. Companies that are looking for a way to improve their sales and support system can use this solution. Philips, Toyota Motor Corporation, Coca-Cola Enterprises and Canon are some of the clients of Sales Service Cloud.

Main features and functionalities

Sales Service Cloud works as a complete toolkit for service success and comes with service cloud communities for customers, mobile platform for customer service, multi-channel customer service support, knowledge base, agent collaboration and social service features. The software can track key contact center metrics in real-time and enable every employee to deliver customers outstanding service. The console of Service Cloud can help users to manage all the problems faster in both mobile devices and desktop.

The communities system offered by Service Cloud can help customers to interact with each other and help themselves who are facing similar problems. Customers can enjoy self-service troubleshooting tool in any device no matter where they are. The software also supports serving customers across multi-channel with predictive intelligence features. Customers can also look for relevant answers by searching in the knowledge base. The agent collaboration tool can help users to handle cases quickly and sending cases to experts to close them as fast as possible.

What is the actual cost?

The cost of license starts at $25 per user/month. ITQlick pricing score is 4.2 out of 10 (10 is most expensive). Access ITQlick pricing guide for Sales Service Cloud. You can also find here pricing information from Sales Service Cloud's website.

Pros

• Sales Service Cloud offers customer service solutions for companies for all sizes
• Sales Service Cloud supports serving customers across multiple-channel unlike other similar tools
• The customer support of Sales Service offers help via phone and online support, video tutorials, forum and knowledge base
• The customer service software can keep your data secure in its TRUSTe and Safe Harbor certified database
• The customer service solution offers compatibility for Android, RIM-BlackBerry and iOS users

Cons

• Sales Service Cloud requires singing up an annual contract which can be a problem for some users
• Sales Service Cloud’s email part needs improvement as it works slowly according to some users
• The customer support of Sales Service Cloud can take too long to reply sometimes
• The customer service software can be difficult to use for some users
• Features like knowledge base, communities and web chat are only available for an additional fee

How it stacks up?

Access a head to head analysis of Sales Service Cloud vs alternative software solutions.

Frequently Asked Questions (FAQs)