Salesforce Service Cloud Features
What are the features of Salesforce Service Cloud?
Platform
- Customization
- Reporting
- Dashboards
Ticket and Case Management
- Ticket Creation User Experience
- Ticket Response User Experience
- Workflow
- Automated Response
- SLA Management
- Attachments/Screencasts
- Ticket Collaboration
- Customer/Contact Database
Communication Channels
- Customer Portal
- Email to Case
- Live Chat Support
Internal Use
- Customization
SF Service Cloud Categories on G2
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Platform
Mobile User Support | Based on 503 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices. | 78% (Based on 503 reviews) | |
Customization | Based on 764 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 764 reviews) | |
User, Role, and Access Management | Based on 641 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 86% (Based on 641 reviews) | |
Integration | Based on 559 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality | 82% (Based on 559 reviews) | |
Reporting | Based on 1094 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress | 82% (Based on 1,094 reviews) | |
Dashboards | Based on 1114 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance | 82% (Based on 1,114 reviews) | |
Reporting & Dashboards | As reported in 190 Salesforce Service Cloud reviews. Access pre-built and custom reports and dashboards for viewing | 85% (Based on 190 reviews) | |
API & Integrations | Based on 190 Salesforce Service Cloud reviews. The number of sources from which the platform can pull customer data and how well those integrations are supported. | 83% (Based on 190 reviews) | |
Data Import & Export Tools | As reported in 188 Salesforce Service Cloud reviews. Ability to input, modify, and extract data from the application in bulk through a structured file. | 84% (Based on 188 reviews) | |
Workflow Capability | Automates everday customer success functions for more efficient and effective day-to-day processes. 187 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 187 reviews) | |
Notifications | Based on 188 Salesforce Service Cloud reviews. Set alerts for customer actions in order to respond quickly and proactively. | 82% (Based on 188 reviews) | |
Customization | Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. This feature was mentioned in 185 Salesforce Service Cloud reviews. | 88% (Based on 185 reviews) | |
Scalability | Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform. This feature was mentioned in 188 Salesforce Service Cloud reviews. | 88% (Based on 188 reviews) | |
Data Security | The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks. This feature was mentioned in 185 Salesforce Service Cloud reviews. | 90% (Based on 185 reviews) | |
Performance & Reliability | Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. This feature was mentioned in 183 Salesforce Service Cloud reviews. | 88% (Based on 183 reviews) | |
User, Role, and Access Management | As reported in 184 Salesforce Service Cloud reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. | 89% (Based on 184 reviews) |
Ticket and Case Management
Ticket Creation User Experience | Based on 1136 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket | 85% (Based on 1,136 reviews) | |
Ticket Response User Experience | Based on 1134 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response | 84% (Based on 1,134 reviews) | |
Workflow | Based on 1164 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions | 83% (Based on 1,164 reviews) | |
Automated Response | Based on 1090 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply | 83% (Based on 1,090 reviews) | |
SLA Management | See feature definition | Based on 914 Salesforce Service Cloud reviews. Offers tools for managing and tracking service-level agreements (SLAs) | 81% (Based on 914 reviews) |
Attachments/Screencasts | Based on 1103 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions | 79% (Based on 1,103 reviews) | |
Ticket Collaboration | Based on 1086 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives | 82% (Based on 1,086 reviews) | |
Customer/Contact Database | Based on 966 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Central repository for account and contact information | 85% (Based on 966 reviews) |
Communication Channels
Customer Portal | Based on 960 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents | 84% (Based on 960 reviews) | |
Email to Case | Based on 1142 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket | 86% (Based on 1,142 reviews) | |
Live Chat Support | As reported in 785 Salesforce Service Cloud reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live | 81% (Based on 785 reviews) | |
Social Media Integration | Based on 746 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks | 80% (Based on 746 reviews) | |
Voice | Make and receive calls directly in the application. Track and record calls for analysis. 705 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 80% (Based on 705 reviews) |
Customer Information
Customer Health Scores | Based on 191 Salesforce Service Cloud reviews. Provides users a customer-specific score to determine the overall satisfaction of each customer. | 81% (Based on 191 reviews) | |
Customer Monitoring | As reported in 190 Salesforce Service Cloud reviews. Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team | 83% (Based on 190 reviews) | |
Customer Profiles | As reported in 188 Salesforce Service Cloud reviews. Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software. | 84% (Based on 188 reviews) | |
Playbooks | Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers. 186 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 76% (Based on 186 reviews) | |
Customer Segments | Based on 189 Salesforce Service Cloud reviews. Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention. | 79% (Based on 189 reviews) | |
Product Engagement | Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training. This feature was mentioned in 186 Salesforce Service Cloud reviews. | 80% (Based on 186 reviews) | |
Surveys | Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. 190 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 78% (Based on 190 reviews) |
Predictions
Churn Risk | Calculates the risk that your customers will not renew or continue using your product or service. This feature was mentioned in 183 Salesforce Service Cloud reviews. | 72% (Based on 183 reviews) | |
Upsell Opportunities | Based on 184 Salesforce Service Cloud reviews. Discovers and highlights factors that lead to upsell opportunities. | 76% (Based on 184 reviews) | |
Custom Triggers | As reported in 182 Salesforce Service Cloud reviews. Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. | 82% (Based on 182 reviews) | |
Machine Learning | Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information. 181 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 73% (Based on 181 reviews) |
Survey Management
Brand Design Consistency | As reported in 27 Salesforce Service Cloud reviews. Creates feedback forms that are consistent with the design of the site. | 88% (Based on 27 reviews) | |
Survey Deployment | Supports the creation and deployment of different survey types on different channels or devices. 27 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 83% (Based on 27 reviews) | |
Feedback Collection | Solicits, captures, and centralizes feedback from both structured and unstructured sources. 27 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 27 reviews) | |
Device Responsiveness | As reported in 27 Salesforce Service Cloud reviews. Allows designs to adapt automatically to the device that users access the survey or software. | 88% (Based on 27 reviews) |
Process Management
Feedback Aggregation | Aggregates feedback and transforms feedback into actionable insights. This feature was mentioned in 27 Salesforce Service Cloud reviews. | 83% (Based on 27 reviews) | |
Trigger Alerts | Based on 26 Salesforce Service Cloud reviews. Triggers creation of a new case after customer leaves feedback. | 84% (Based on 26 reviews) | |
Real-Time Analysis | Analyze collected feedback near or in real-time. This feature was mentioned in 27 Salesforce Service Cloud reviews. | 86% (Based on 27 reviews) | |
Real-Time Action | Trigger strategic workflows to quickly resolve issues and increase customer satisfaction. This feature was mentioned in 26 Salesforce Service Cloud reviews. | 85% (Based on 26 reviews) |
System Management
Security | Provides a secure and compliant system. 27 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 90% (Based on 27 reviews) | |
System Monitoring | As reported in 26 Salesforce Service Cloud reviews. Continually inspects, audits, and monitors system to keep it up to date. | 86% (Based on 26 reviews) |
Self-Service Experience
Knowledge Base | As reported in 585 Salesforce Service Cloud reviews. Provides a repository of information that can be used by those seeking support. | 86% (Based on 585 reviews) | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. This feature was mentioned in 572 Salesforce Service Cloud reviews. | 83% (Based on 572 reviews) | |
Community Forums | As reported in 521 Salesforce Service Cloud reviews. Enables users to engage with other users to solve common issues. | 83% (Based on 521 reviews) | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices 207 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 79% (Based on 207 reviews) | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences This feature was mentioned in 217 Salesforce Service Cloud reviews. | 84% (Based on 217 reviews) |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. This feature was mentioned in 216 Salesforce Service Cloud reviews. | 84% (Based on 216 reviews) | |
Automation | Automates some or all operation related tasks 221 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 221 reviews) | |
Artificial Intelligence | Based on 192 Salesforce Service Cloud reviews. Utilizes artificial intelligence to improve workflows or customer experiences | 76% (Based on 192 reviews) | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 208 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 208 reviews) |
Communication
Pop-up Chat | Based on 301 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. | 85% (Based on 301 reviews) | |
Notifications | Based on 320 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation. | 86% (Based on 320 reviews) | |
Targeted Emails | Based on 266 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients. | 84% (Based on 266 reviews) | |
In-App Messaging | Based on 268 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help. | 85% (Based on 268 reviews) | |
Co-Browsing | Allows agents to join a customer's browser session and navigate through the website with them. 151 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 78% (Based on 151 reviews) |
Internal Use
Customization | Based on 764 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding. | 83% (Based on 764 reviews) | |
Conversation Archiving | Based on 288 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference. | 83% (Based on 288 reviews) | |
Lead Development | Based on 280 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers. | 85% (Based on 280 reviews) | |
Knowledge Base | Based on 310 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations. | 84% (Based on 310 reviews) | |
Team Inbox | Based on 281 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner. | 85% (Based on 281 reviews) | |
Customer Profiles | Based on 314 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers. | 87% (Based on 314 reviews) |
Process
Mentions | Based on 236 Salesforce Service Cloud reviews. Scours various channels for brand mentions to proactively seek reparative communications. | 86% (Based on 236 reviews) | |
Tickets | Creates and assigns support tickets, scheduling them in a timely manner. 256 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 256 reviews) | |
Macros | Allows administrators to create templated responses to frequently asked questions. 217 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 83% (Based on 217 reviews) |
Channels
Ability to connect agents with customers through Live Chat.
This feature was mentioned in 265 Salesforce Service Cloud reviews. | 88% (Based on 265 reviews) | ||
Social | Based on 240 Salesforce Service Cloud reviews. Connects employees with customers through a social media solution. | 84% (Based on 240 reviews) | |
Live Chat | Ability to connect agents with customers through email.
223 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 223 reviews) | |
Phone | Based on 225 Salesforce Service Cloud reviews. Connects employees with customers through a calling solution. | 86% (Based on 225 reviews) | |
Text | As reported in 206 Salesforce Service Cloud reviews. Ability to connect agents with customers through text message solution.
| 85% (Based on 206 reviews) | |
Multi-Channel Coverage | Software incorporates multiple digital communications channels. 112 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 112 reviews) | |
Open Listening | Allows incorporation of inbound contacts from non-marketing channels. This feature was mentioned in 110 Salesforce Service Cloud reviews. | 83% (Based on 110 reviews) | |
Physical Media | Based on 109 Salesforce Service Cloud reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix. | 74% (Based on 109 reviews) | |
Voice | Provides voice call functionality. This feature was mentioned in 265 Salesforce Service Cloud reviews. | 74% (Based on 265 reviews) | |
Social | Provides an interface for one or more social media channels. This feature was mentioned in 259 Salesforce Service Cloud reviews. | 73% (Based on 259 reviews) | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. 263 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 79% (Based on 263 reviews) | |
Mobile SMS | Based on 256 Salesforce Service Cloud reviews. Accepts contacts initiated through SMS or other mobile text functions. | 73% (Based on 256 reviews) | |
As reported in 270 Salesforce Service Cloud reviews. Allows CSRs to receive and answer customer emails. | 87% (Based on 270 reviews) |
Insight
Surveys | As reported in 222 Salesforce Service Cloud reviews. Provides opportunity for customers to give feedback through a survey. | 85% (Based on 222 reviews) | |
Reporting | Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 257 Salesforce Service Cloud reviews. | 88% (Based on 257 reviews) | |
Visitor Activity | Based on 196 Salesforce Service Cloud reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service. | 85% (Based on 196 reviews) | |
Help Desk | Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 244 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 244 reviews) |
Administration
Database Management | Based on 221 Salesforce Service Cloud reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. | 88% (Based on 221 reviews) | |
Data Workflows | Operationalizes data delivery workflows to easily scale repeatable preparation needs 220 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 87% (Based on 220 reviews) | |
Issue Management | Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 217 Salesforce Service Cloud reviews. | 86% (Based on 217 reviews) | |
Integrations | Integrates with live chat, chatbots, help desk, or other customer service software 202 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 202 reviews) | |
User, Role, and Access Management | Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 204 Salesforce Service Cloud reviews. | 88% (Based on 204 reviews) | |
Performance and Reliability | Based on 207 Salesforce Service Cloud reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took | 89% (Based on 207 reviews) | |
Automation | As reported in 50 Salesforce Service Cloud reviews. Automates some or all operation related tasks | 81% (Based on 50 reviews) | |
Performance Analysis | As reported in 49 Salesforce Service Cloud reviews. Monitors call volume and quality to evaluate agent performance. | 82% (Based on 49 reviews) | |
Dashboards | As reported in 49 Salesforce Service Cloud reviews. Has a centralized dashboard for users to interact with. | 83% (Based on 49 reviews) | |
Forecasting | Based on 48 Salesforce Service Cloud reviews. Forecasts scheduling needs based on historical data. | 74% (Based on 48 reviews) | |
Intraday Management | Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. 48 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 75% (Based on 48 reviews) |
Compliance
Policies and Controls | As reported in 220 Salesforce Service Cloud reviews. Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. | 87% (Based on 220 reviews) | |
Data Governance | Ensures user access management, data lineage, and data encryption This feature was mentioned in 218 Salesforce Service Cloud reviews. | 87% (Based on 218 reviews) | |
Compliance | Based on 218 Salesforce Service Cloud reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. | 86% (Based on 218 reviews) | |
Auditing | As reported in 215 Salesforce Service Cloud reviews. Perform ad-hoc or ongoing IT audits at different levels of the company. | 85% (Based on 215 reviews) |
Data Security
Risk Data Attributes | Identify risk data attributes such as description, category, owner, or hierarchy. This feature was mentioned in 210 Salesforce Service Cloud reviews. | 86% (Based on 210 reviews) | |
Data Transport | Based on 211 Salesforce Service Cloud reviews. Protects data with some form of encryption as it leaves your secure or local network. | 86% (Based on 211 reviews) | |
Access Management | As reported in 212 Salesforce Service Cloud reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data. | 89% (Based on 212 reviews) | |
Multi-Factor Authentication | Based on 212 Salesforce Service Cloud reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data. | 91% (Based on 212 reviews) |
Design
Communications Strategy Development | Allows planning and deployment of an overall communications strategy. 106 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 83% (Based on 106 reviews) | |
Create Content | As reported in 107 Salesforce Service Cloud reviews. Includes or integrates with content creation apps. | 79% (Based on 107 reviews) | |
Personalization | Outbound communications are segmented and personalized. This feature was mentioned in 109 Salesforce Service Cloud reviews. | 82% (Based on 109 reviews) | |
Inbound Identification | As reported in 109 Salesforce Service Cloud reviews. Inbound contacts are identified and handled based on history. | 83% (Based on 109 reviews) | |
Regulatory Compliance | Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 106 Salesforce Service Cloud reviews. | 84% (Based on 106 reviews) |
Usability
All-Employee Access | As reported in 192 Salesforce Service Cloud reviews. Permits use by job roles outside of service department | 87% (Based on 192 reviews) | |
Supporting Documents | As reported in 196 Salesforce Service Cloud reviews. Allows linking of useful information such as screen shots | 86% (Based on 196 reviews) | |
Two-Way Communication | Based on 194 Salesforce Service Cloud reviews. Provides direct contact between CSRs and customers outside of milestones | 87% (Based on 194 reviews) |
Reporting
Priority Case Alerts | Based on 193 Salesforce Service Cloud reviews. Informs stakeholders of activity on escalated or high-value cases | 87% (Based on 193 reviews) | |
Trend Analysis | Based on 187 Salesforce Service Cloud reviews. Evaluates frequency of types of complaints | 83% (Based on 187 reviews) | |
Performance Monitoring | Includes a dashboard or other means of performance monitoring This feature was mentioned in 190 Salesforce Service Cloud reviews. | 86% (Based on 190 reviews) |
Quality Assurance
Evaluation | Based on 63 Salesforce Service Cloud reviews. Provides tools for evaluating customer interactions | 87% (Based on 63 reviews) | |
Calibration | Offers features for maintaining fair and consistent scoring 60 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 60 reviews) | |
Reports | Generates quality and performance reports This feature was mentioned in 62 Salesforce Service Cloud reviews. | 86% (Based on 62 reviews) |
Engagement
Feedback | As reported in 61 Salesforce Service Cloud reviews. Tools for providing personalized feedback and coaching sessions | 87% (Based on 61 reviews) | |
Dashboards | As reported in 61 Salesforce Service Cloud reviews. Provides a centralized dashboard for agents to view their scores and feedback | 87% (Based on 61 reviews) | |
Training | Tools for educating and training agents 61 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 86% (Based on 61 reviews) |
Performance
Integrations | As reported in 61 Salesforce Service Cloud reviews. Integrates with other customer service or CRM software | 86% (Based on 61 reviews) | |
Compliance | Based on 61 Salesforce Service Cloud reviews. Helps ensure customer privacy and data protection | 87% (Based on 61 reviews) |
Functions
Session Routing | Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 259 Salesforce Service Cloud reviews. | 79% (Based on 259 reviews) | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 256 Salesforce Service Cloud reviews. | 79% (Based on 256 reviews) | |
Concurrent Calling | Place a large or unlimited volume of calls simultaneously without diminishing the call quality. 248 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 75% (Based on 248 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 244 Salesforce Service Cloud reviews. | 71% (Based on 244 reviews) | |
Auto Dialer | Has auto dialing or predictive dialing functions for outbound use. 246 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 72% (Based on 246 reviews) | |
IVR | Based on 249 Salesforce Service Cloud reviews. Includes an interactive phone menu. | 71% (Based on 249 reviews) | |
Inbound Screen Pop | As reported in 249 Salesforce Service Cloud reviews. Populates CSR's screen with available customer data. | 77% (Based on 249 reviews) | |
Persistent Data | Based on 248 Salesforce Service Cloud reviews. Maintains and shares information across channels and agents as the case progresses. | 80% (Based on 248 reviews) |
Administrative
Session Summary Notes | Based on 245 Salesforce Service Cloud reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 78% (Based on 245 reviews) | |
Administrator Access | As reported in 250 Salesforce Service Cloud reviews. Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. | 84% (Based on 250 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 248 Salesforce Service Cloud reviews. | 85% (Based on 248 reviews) | |
Session Recording | As reported in 238 Salesforce Service Cloud reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 77% (Based on 238 reviews) | |
Agent Scheduling and Assignment | Based on 242 Salesforce Service Cloud reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 76% (Based on 242 reviews) |
Knowledge Management
Knowledge Base | Based on 213 Salesforce Service Cloud reviews. Enables the creation of an internal repository of knowledge articles | 87% (Based on 213 reviews) | |
Publishing Workflows | Provides workflows for writing, editing, approving, and publishing knowledge article content This feature was mentioned in 205 Salesforce Service Cloud reviews. | 85% (Based on 205 reviews) | |
Analytics | Based on 203 Salesforce Service Cloud reviews. Helps users understand which knowledge articles are working and identifies areas of improvement | 84% (Based on 203 reviews) |
Customer Support
Intelligent Search | Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query This feature was mentioned in 204 Salesforce Service Cloud reviews. | 81% (Based on 204 reviews) | |
Suggestions | As reported in 197 Salesforce Service Cloud reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles | 81% (Based on 197 reviews) | |
Decision Trees | Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues This feature was mentioned in 186 Salesforce Service Cloud reviews. | 80% (Based on 186 reviews) | |
Text | Based on 118 Salesforce Service Cloud reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS | 83% (Based on 118 reviews) | |
Speech | Based on 113 Salesforce Service Cloud reviews. Comprehends human speech and can transcribe it to text for processing | 78% (Based on 113 reviews) | |
Knowledge Base | The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries This feature was mentioned in 113 Salesforce Service Cloud reviews. | 81% (Based on 113 reviews) |
Workforce Management
Agent Availability | As reported in 50 Salesforce Service Cloud reviews. Offers complete visibility into agent availability to efficiently create and manage schedules. | 78% (Based on 50 reviews) | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 50 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 78% (Based on 50 reviews) | |
Shift Scheduling | Based on 49 Salesforce Service Cloud reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | 72% (Based on 49 reviews) | |
Agent Self-Service | As reported in 49 Salesforce Service Cloud reviews. Allows agents to set their own preferences, request time off, and trade shifts. | 77% (Based on 49 reviews) | |
Mobile Access | Allows users to access the software using mobile devices. 49 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 73% (Based on 49 reviews) |
Conversational Platform
Personalization | Identifies the customer and personalizes interaction at every touchpoint. 93 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 85% (Based on 93 reviews) | |
Omnichannel | Based on 92 Salesforce Service Cloud reviews. Allows multiple related channels to interact at once to reduce transfers. | 86% (Based on 92 reviews) | |
Contextual Engagement | Based on 91 Salesforce Service Cloud reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history. | 80% (Based on 91 reviews) | |
Proactive Engagement | Based on 94 Salesforce Service Cloud reviews. Provides features for sending outbound messages to engage customers through proactive support. | 82% (Based on 94 reviews) |
Support Automation
Intelligent Routing | As reported in 92 Salesforce Service Cloud reviews. Can route contacts to agents the customer has worked with before. | 81% (Based on 92 reviews) | |
Seamless Escalation | Based on 91 Salesforce Service Cloud reviews. Provides features for escalating conversations to the appropriate agent. | 80% (Based on 91 reviews) | |
Transcripts | Maintains a transcript of conversations from all channels. 92 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 80% (Based on 92 reviews) | |
Self-Serve Support | Enables customers to resolve queries or issues without the assistance of an agent. 90 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 79% (Based on 90 reviews) |
Automation
Ticket Resolution | The platform is able to automatically determine how to resolve help tickets without assistance by human agents 115 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 82% (Based on 115 reviews) | |
Customization | Based on 116 Salesforce Service Cloud reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence | 81% (Based on 116 reviews) | |
Intelligent Routing | When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to This feature was mentioned in 115 Salesforce Service Cloud reviews. | 80% (Based on 115 reviews) |
Artificial Intelligence
Learning | Based on 111 Salesforce Service Cloud reviews. The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses | 76% (Based on 111 reviews) | |
Language | Multilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 111 Salesforce Service Cloud reviews. | 77% (Based on 111 reviews) | |
Conversational AI | As reported in 108 Salesforce Service Cloud reviews. The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers | 72% (Based on 108 reviews) |
Generative AI
AI Text Generation | Based on 123 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt. | 74% (Based on 123 reviews) | |
AI Text Summarization | Based on 122 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 73% (Based on 122 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 101 Salesforce Service Cloud reviews. | 77% (Based on 101 reviews) | |
AI Text Summarization | Based on 100 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 77% (Based on 100 reviews) | |
AI Text-to-Speech | Simulates human-like speech from text inputs. 101 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 77% (Based on 101 reviews) | |
AI Text Summarization | Based on 120 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 72% (Based on 120 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 46 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 76% (Based on 46 reviews) | |
AI Text Summarization | As reported in 46 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 78% (Based on 46 reviews) | |
AI Text-to-Speech | Simulates human-like speech from text inputs. 208 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 69% (Based on 208 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 143 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 75% (Based on 143 reviews) | |
AI Text Generation | Based on 52 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt. | 76% (Based on 52 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 53 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 78% (Based on 53 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 169 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 75% (Based on 169 reviews) | |
AI Text Summarization | Based on 170 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 76% (Based on 170 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. This feature was mentioned in 88 Salesforce Service Cloud reviews. | 74% (Based on 88 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 88 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 73% (Based on 88 reviews) | |
AI Text Generation | Allows users to generate text based on a text prompt. 104 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 73% (Based on 104 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 103 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 74% (Based on 103 reviews) | |
AI Text Generation | Based on 156 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt. | 72% (Based on 156 reviews) | |
AI Text Summarization | Condenses long documents or text into a brief summary. 154 reviewers of Salesforce Service Cloud have provided feedback on this feature. | 72% (Based on 154 reviews) | |
AI Text Generation | Based on 69 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt. | 80% (Based on 69 reviews) | |
AI Text Summarization | As reported in 70 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary. | 80% (Based on 70 reviews) |
Agentic AI - Customer Self-Service
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Adaptive Learning | Improves performance based on feedback and experience | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data | |
Decision Making | Makes informed choices based on available data and objectives | Not enough data |
Agentic AI - Contact Center
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Help Desk
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
Agentic AI - Customer Success
Autonomous Task Execution | Capability to perform complex tasks without constant human input | Not enough data | |
Multi-step Planning | Ability to break down and plan multi-step processes | Not enough data | |
Cross-system Integration | Works across multiple software systems or databases | Not enough data | |
Natural Language Interaction | Engages in human-like conversation for task delegation | Not enough data | |
Proactive Assistance | Anticipates needs and offers suggestions without prompting | Not enough data |
