Salesforce Service Cloud

Salesforce Service Cloud delivers enterprise-grade customer service on the Salesforce platform. Case management, omnichannel routing, Einstein AI, knowledge…

Vendor: Salesforce, Inc.

Category: Help Desk

Best for: Mid-market (51–500), Enterprise (500+)

The world's #1 customer service solution.

Overview

Salesforce Service Cloud delivers enterprise-grade customer service on the Salesforce platform. Case management, omnichannel routing, Einstein AI, knowledge management, and field service connect agents, customers, and partners. Service Console gives agents a 360-degree customer view while automation, macros, and workflows scale support across phone, chat, email, and social.

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Features

  • Case management and omnichannel routing
  • Einstein AI for case classification and replies
  • Knowledge base and self-service portal
  • Live chat and messaging
  • Service Console with 360-degree view
  • SLA milestones and entitlements
  • Field service and appointment scheduling
  • Swarming and expert collaboration
  • Workflow rules and Process Builder
  • Enterprise security, HIPAA, and FedRAMP

Pricing

  • Starter: $25 (per user / month)

    Case management for small service teams.

    • Case management
    • Email-to-case
    • Knowledge
    • Reports and dashboards
  • Professional: $80 (per user / month)

    Live agent and service console.

    • Live Agent chat
    • Service Console
    • Macros
    • Entitlements
  • Enterprise: $165 (per user / month)

    AI, workflows, and self-service communities.

    • Einstein AI
    • Workflow automation
    • Self-service communities
    • Skill-based routing
  • Unlimited: $330 (per user / month)

    Premier support and full platform access.

    • Premier success plan
    • Full sandbox
    • 24/7 support
    • Developer Pro sandbox

Integrations

  • Slack
  • Microsoft Teams
  • MuleSoft
  • Tableau
  • Twilio
  • Amazon Connect
  • Zendesk
  • Jira

Deployment

  • Cloud, SaaS, Web-Based
  • Mobile — iOS
  • Mobile — Android

Support

  • Email
  • Phone
  • Live Chat
  • Knowledge Base
  • Dedicated Account Manager
  • 24/7 Live Support

Languages

  • English
  • French
  • German
  • Spanish
  • Portuguese
  • Japanese
  • Chinese

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