Sold by: Salesforce, Inc.Â
Deployed on AWS
Service Cloud is a complete agentic service platform built for every type of service, in any industry, and across all channels.
With Agentforce, human agents and AI agents collaborate seamlessly in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers engage, all while reducing costs by boosting efficiency and optimizing resources.
Overview
Service Cloud empowers businesses to deliver exceptional customer experiences by seamlessly uniting human agents and AI agents on one powerful, unified platform.
With Agentforce, AI agents take on high-volume routine tasks, quickly and accurately, freeing human agents to focus on complex, high-value customer interactions. This intelligent division of labor enables human agents to work smarter, supported by Agentforce advanced tools that enhance decision-making and streamline workflows. Together, human and AI agents collaborate in real time to resolve issues faster, personalize every interaction, and deliver consistent, high-quality support wherever customers connect. This dynamic partnership not only elevates customer satisfaction but also drives significant operational efficiencies. By automating routine work and intelligently routing complex inquiries, Service Cloud optimizes resource allocation and reduces service costs.
Businesses accelerate resolution times, boost agent productivity, and scale support capabilities, all while minimizing overhead and maximizing ROI. Built for flexibility, Service Cloud adapts to the unique demands of any industry, empowering organizations to stay agile, competitive, and ahead in the fast-evolving customer service landscape.
Highlights
- Seamless Human + AI Agent Collaboration: Human agents and AI agents work together in real time to deliver personalized, seamless, and exceptional customer support, every time, everywhere.
- Intelligent Automation at Scale: Agentforce activates AI agents to handle high-volume routine tasks effortlessly, freeing human agents to focus on complex cases with powerful tools that boost productivity and precision.
- Drive Efficiency & Maximize ROI: Slash service costs and accelerate resolution times by optimizing resources and scaling support operations, giving your business the agility and competitive edge it needs to thrive.
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Deployed on AWS
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Delivery details
Software as a Service (SaaS)
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Customer reviews
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5472 external reviews
Star ratings include only reviews from verified AWS customers. External reviews can also include a star rating, but star ratings from external reviews are not averaged in with the AWS customer star ratings.
Consumer Services
Salesforce - “Where customer success begins.”
Reviewed on Aug 18, 2025
Review provided by G2
What do you like best about the product?
Efficiency & Productivity
“What I like best about Salesforce Service Cloud is how it centralizes all customer interactions in one place. It helps agents respond faster, track cases easily, and automate repetitive tasks, which saves a lot of time.”
Customer 360 View
“I really like the 360-degree customer view. Service Cloud gives complete visibility into the customer’s history, preferences, and past issues, which makes it easier to provide personalized and proactive support.”
Automation & AI
“The automation and AI-powered features (like case routing and Einstein AI recommendations) are a game changer. They help reduce manual work and ensure customers get connected to the right agent quickly.”
Omnichannel Support
“I love that Service Cloud supports multiple channels—email, chat, phone, and social—so customers can reach us however they prefer, and agents can manage everything in one system.”
“What I like best about Salesforce Service Cloud is how it centralizes all customer interactions in one place. It helps agents respond faster, track cases easily, and automate repetitive tasks, which saves a lot of time.”
Customer 360 View
“I really like the 360-degree customer view. Service Cloud gives complete visibility into the customer’s history, preferences, and past issues, which makes it easier to provide personalized and proactive support.”
Automation & AI
“The automation and AI-powered features (like case routing and Einstein AI recommendations) are a game changer. They help reduce manual work and ensure customers get connected to the right agent quickly.”
Omnichannel Support
“I love that Service Cloud supports multiple channels—email, chat, phone, and social—so customers can reach us however they prefer, and agents can manage everything in one system.”
What do you dislike about the product?
Complexity / Learning Curve
“It can feel overwhelming at first because of the wide range of features. The learning curve is steep for new users, and it often requires training to fully leverage its capabilities.”
Customization Effort
“Customization is powerful but sometimes complex. Even simple changes can require admin support or developer expertise, which can slow down adoption.”
Cost
“It’s a bit expensive compared to other solutions, especially when scaling to larger teams or adding advanced features.”
Performance & Navigation
“At times, the system can feel slow or cluttered, and navigating between objects and records takes extra clicks.”
“It can feel overwhelming at first because of the wide range of features. The learning curve is steep for new users, and it often requires training to fully leverage its capabilities.”
Customization Effort
“Customization is powerful but sometimes complex. Even simple changes can require admin support or developer expertise, which can slow down adoption.”
Cost
“It’s a bit expensive compared to other solutions, especially when scaling to larger teams or adding advanced features.”
Performance & Navigation
“At times, the system can feel slow or cluttered, and navigating between objects and records takes extra clicks.”
What problems is the product solving and how is that benefiting you?
Problems Service Cloud Solves:
Fragmented customer interactions across channels (email, phone, chat, social).
Lack of visibility into customer history, open issues, and account health.
Delays in case resolution due to manual routing and tracking.
Difficulty in scaling support as customer base grows.
How it Benefits Customer Success Teams:
Provides a 360° customer view, so success managers and support teams can see past cases, product usage, and interactions in one place.
Omnichannel case management ensures customers can reach out through any channel, while agents handle everything from a single console.
Automation & AI (Einstein) route cases to the right teams quickly and suggest solutions, reducing resolution times.
Helps proactively identify at-risk accounts by tracking issues, escalations, and customer sentiment, which improves retention.
Overall, it strengthens customer trust and satisfaction, leading to higher renewals and upsells.
Fragmented customer interactions across channels (email, phone, chat, social).
Lack of visibility into customer history, open issues, and account health.
Delays in case resolution due to manual routing and tracking.
Difficulty in scaling support as customer base grows.
How it Benefits Customer Success Teams:
Provides a 360° customer view, so success managers and support teams can see past cases, product usage, and interactions in one place.
Omnichannel case management ensures customers can reach out through any channel, while agents handle everything from a single console.
Automation & AI (Einstein) route cases to the right teams quickly and suggest solutions, reducing resolution times.
Helps proactively identify at-risk accounts by tracking issues, escalations, and customer sentiment, which improves retention.
Overall, it strengthens customer trust and satisfaction, leading to higher renewals and upsells.
Bosco M.
Salesforce the new face of CRM
Reviewed on Aug 12, 2025
Review provided by G2
What do you like best about the product?
it is user friendly and has a lot of customization to begin. Has a large number of repository of tools that we can integrate from.
What do you dislike about the product?
Customer Survey is least help but there is scope of improvement.
What problems is the product solving and how is that benefiting you?
It help use maintain all the record of our customer from the onboarding to billing and also the conversation.
Aman Kumar M.
Seamless Service Management with Salesforce Service Cloud
Reviewed on Aug 08, 2025
Review provided by G2
What do you like best about the product?
Salesforce Service Cloud delivers powerful case management, omnichannel support, and AI-driven automation from a unified workspace. Its agent console and knowledge base surface answers fast, enabling more personalized customer interactions and rapid resolution—whether through phone, email, chat, messaging apps, or self-service portals. Seamless CRM integration means all customer data is always accessible for smarter, more empathetic service to any organization..
What do you dislike about the product?
While robust, Service Cloud’s setup and customization can be complex, demanding time and technical expertise. Its breadth of features sometimes makes the user interface crowded for newcomers, and occasional platform updates may require retraining or process adjustments
What problems is the product solving and how is that benefiting you?
Service Cloud solves fragmented support by centralizing customer data, automating routine inquiries, and providing omnichannel case handling—resulting in faster responses, increased agent productivity, and higher customer satisfaction. It scales effortlessly with your business, adapts to new service trends, and drives continuous improvement through real-time analytics ....
Mohamed S.
Salesforce service cloud automates our customer support.
Reviewed on Aug 05, 2025
Review provided by G2
What do you like best about the product?
It collects all our customer contacts to the center and thus it is not difficult to keep cases of multiple channels on the same screen. These time-saving suggestions on automation as well as the AI have made life easier and the knowledge base has enabled the agents to solve the issues more quickly.It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What do you dislike about the product?
It may be more difficult to use and configure to unfamiliar users. It also needs regular training to be able to maximize all of its capabilities and it might not be cheap with small enterprises.
What problems is the product solving and how is that benefiting you?
It is assisting us in managing inquiries effectively over email, phone, chat, and social media. It also decreases the amount of manual labor, agents are more efficient, and customers will receive faster responses with added personalization to increase satisfaction levels on a whole
Computer Software
Good Software to Use Overall
Reviewed on Aug 02, 2025
Review provided by G2
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to provide a 360-degree view of the customer, enabling teams to deliver personalized and efficient support across multiple channels. The platform’s robust case management, automation tools (like macros and workflows), and AI-powered features such as Einstein Bots significantly streamline service processes. I also appreciate its scalability and integration capabilities, which make it adaptable to a wide range of business needs. Ultimately, it empowers service teams to resolve issues faster while maintaining a high level of customer satisfaction.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful platform, it can feel overly complex for new users. The interface has many features and settings, which can make the learning curve steep. Customization often requires technical expertise or developer support, which can add to costs and implementation time. Additionally, the licensing and add-on pricing can be expensive for smaller teams, and certain updates sometimes cause changes to workflows that require re-training.
What problems is the product solving and how is that benefiting you?
To fast track customer requests