Salesforce Service Cloud Features

Platform (6)

Mobile User Support: Based on 555 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.
Customization: Based on 818 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
User, Role, and Access Management: Based on 693 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.
Integration: Based on 612 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
Reporting: Based on 1147 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress
Dashboards: Based on 1165 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance

Ticket and Case Management (8)

Ticket Creation User Experience: Based on 1208 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket
Ticket Response User Experience: Based on 1204 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 1239 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
Automated Response: Based on 1156 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 983 Salesforce Service Cloud reviews.
Attachments/Screencasts: Based on 1169 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
Ticket Collaboration: Based on 1151 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives
Customer/Contact Database: Based on 1037 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Central repository for account and contact information

Communication Channels (5)

Customer Portal: Based on 1023 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
Email to Case: Based on 1207 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
Live Chat Support: As reported in 849 Salesforce Service Cloud reviews. Ability for customer service agents to communicate with customers via live chat to solve problems live
Social Media Integration: Based on 807 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
Voice: Make and receive calls directly in the application. Track and record calls for analysis. 766 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Survey Management (4)

Brand Design Consistency: Creates feedback forms that are consistent with the design of the site. 30 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Survey Deployment: Supports the creation and deployment of different survey types on different channels or devices. 30 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Feedback Collection: Solicits, captures, and centralizes feedback from both structured and unstructured sources. This feature was mentioned in 30 Salesforce Service Cloud reviews.
Device Responsiveness: As reported in 30 Salesforce Service Cloud reviews. Allows designs to adapt automatically to the device that users access the survey or software.

Process Management (4)

Feedback Aggregation: Aggregates feedback and transforms feedback into actionable insights. This feature was mentioned in 30 Salesforce Service Cloud reviews.
Trigger Alerts: Triggers creation of a new case after customer leaves feedback. 29 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Real-Time Analysis: As reported in 30 Salesforce Service Cloud reviews. Analyze collected feedback near or in real-time.
Real-Time Action: Based on 29 Salesforce Service Cloud reviews. Trigger strategic workflows to quickly resolve issues and increase customer satisfaction.

System Management (2)

Self-Service Experience (5)

Knowledge Base: Provides a repository of information that can be used by those seeking support. 593 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Searchable Articles: Makes articles in the knowledge base searchable on the web. 579 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Community Forums: Based on 528 Salesforce Service Cloud reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization: As reported in 214 Salesforce Service Cloud reviews. Optimizes the customer self-service experience on mobile devices
Personalization: Gives the user targeted, personalized results based on their activity or preferences 224 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Self-Service Platform (4)

Branding: Based on 223 Salesforce Service Cloud reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.
Automation: As reported in 228 Salesforce Service Cloud reviews. Automates some or all operation related tasks
Artificial Intelligence: Based on 199 Salesforce Service Cloud reviews. Utilizes artificial intelligence to improve workflows or customer experiences
Integrations: Based on 215 Salesforce Service Cloud reviews. Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools

Communication (5)

Pop-up Chat: Based on 310 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.
Notifications: Based on 329 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.
Targeted Emails: Based on 275 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.
In-App Messaging: Based on 277 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.
Co-Browsing: Allows agents to join a customer's browser session and navigate through the website with them. This feature was mentioned in 160 Salesforce Service Cloud reviews.

Internal Use (6)

Customization: Based on 818 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.
Conversation Archiving: Based on 296 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.
Lead Development: Based on 288 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.
Knowledge Base: Based on 318 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.
Team Inbox: Based on 289 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.
Customer Profiles: Based on 322 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.

Process (3)

Mentions: Based on 243 Salesforce Service Cloud reviews. Scours various channels for brand mentions to proactively seek reparative communications.
Tickets: Based on 263 Salesforce Service Cloud reviews. Creates and assigns support tickets, scheduling them in a timely manner.
Macros: Allows administrators to create templated responses to frequently asked questions. 224 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Channels (13)

Email: Based on 272 Salesforce Service Cloud reviews. Ability to connect agents with customers through Live Chat.
Social: Connects employees with customers through a social media solution. This feature was mentioned in 247 Salesforce Service Cloud reviews.
Live Chat: Ability to connect agents with customers through email. 230 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Phone: Connects employees with customers through a calling solution. This feature was mentioned in 231 Salesforce Service Cloud reviews.
Text: Ability to connect agents with customers through text message solution. This feature was mentioned in 213 Salesforce Service Cloud reviews.
Multi-Channel Coverage: Software incorporates multiple digital communications channels. 120 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Open Listening: Based on 118 Salesforce Service Cloud reviews. Allows incorporation of inbound contacts from non-marketing channels.
Physical Media: As reported in 117 Salesforce Service Cloud reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.
Voice: Provides voice call functionality. This feature was mentioned in 275 Salesforce Service Cloud reviews.
Social: Provides an interface for one or more social media channels. 269 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Web Chat: Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 273 Salesforce Service Cloud reviews.
Mobile SMS: As reported in 266 Salesforce Service Cloud reviews. Accepts contacts initiated through SMS or other mobile text functions.
Email: As reported in 280 Salesforce Service Cloud reviews. Allows CSRs to receive and answer customer emails.

Insight (4)

Surveys: Based on 229 Salesforce Service Cloud reviews. Provides opportunity for customers to give feedback through a survey.
Reporting: Based on 264 Salesforce Service Cloud reviews. Enables administrators to create customized reports reflecting customer satisfaction.
Visitor Activity: Based on 203 Salesforce Service Cloud reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.
Help Desk: Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 251 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Administration (11)

Database Management: Based on 228 Salesforce Service Cloud reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 227 Salesforce Service Cloud reviews.
Issue Management: Based on 224 Salesforce Service Cloud reviews. Provide workflows to create and escalate issues related to risks and requests
Integrations: Integrates with live chat, chatbots, help desk, or other customer service software 209 reviewers of Salesforce Service Cloud have provided feedback on this feature.
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 210 Salesforce Service Cloud reviews.
Performance and Reliability: Based on 214 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
Automation: Automates some or all operation related tasks This feature was mentioned in 57 Salesforce Service Cloud reviews.
Performance Analysis: Based on 56 Salesforce Service Cloud reviews. Monitors call volume and quality to evaluate agent performance.
Dashboards: Has a centralized dashboard for users to interact with. This feature was mentioned in 56 Salesforce Service Cloud reviews.
Forecasting: Based on 55 Salesforce Service Cloud reviews. Forecasts scheduling needs based on historical data.
Intraday Management: Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. 55 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Compliance (4)

Policies and Controls: Based on 227 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.
Data Governance: As reported in 224 Salesforce Service Cloud reviews. Ensures user access management, data lineage, and data encryption
Compliance: Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA. 224 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 221 Salesforce Service Cloud reviews.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy. This feature was mentioned in 216 Salesforce Service Cloud reviews.
Data Transport: As reported in 217 Salesforce Service Cloud reviews. Protects data with some form of encryption as it leaves your secure or local network.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 218 Salesforce Service Cloud reviews.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data. 218 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Design (5)

Communications Strategy Development: Based on 114 Salesforce Service Cloud reviews. Allows planning and deployment of an overall communications strategy.
Create Content: Includes or integrates with content creation apps. 115 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Personalization: Outbound communications are segmented and personalized. This feature was mentioned in 117 Salesforce Service Cloud reviews.
Inbound Identification: Inbound contacts are identified and handled based on history. 117 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Regulatory Compliance: Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 114 Salesforce Service Cloud reviews.

Usability (3)

All-Employee Access: Permits use by job roles outside of service department This feature was mentioned in 204 Salesforce Service Cloud reviews.
Supporting Documents: Allows linking of useful information such as screen shots This feature was mentioned in 207 Salesforce Service Cloud reviews.
Two-Way Communication: Provides direct contact between CSRs and customers outside of milestones 205 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Reporting (3)

Priority Case Alerts: Based on 204 Salesforce Service Cloud reviews. Informs stakeholders of activity on escalated or high-value cases
Trend Analysis: Evaluates frequency of types of complaints This feature was mentioned in 198 Salesforce Service Cloud reviews.
Performance Monitoring: Includes a dashboard or other means of performance monitoring This feature was mentioned in 201 Salesforce Service Cloud reviews.

Quality Assurance (3)

Engagement (3)

Performance (2)

Functions (8)

Session Routing: Based on 269 Salesforce Service Cloud reviews. 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.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 266 Salesforce Service Cloud reviews.
Concurrent Calling: Place a large or unlimited volume of calls simultaneously without diminishing the call quality. This feature was mentioned in 258 Salesforce Service Cloud reviews.
Speech Analytics: Based on 254 Salesforce Service Cloud reviews. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: Based on 256 Salesforce Service Cloud reviews. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 259 Salesforce Service Cloud reviews. Includes an interactive phone menu.
Inbound Screen Pop: Populates CSR's screen with available customer data. This feature was mentioned in 259 Salesforce Service Cloud reviews.
Persistent Data: Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 258 Salesforce Service Cloud reviews.

Administrative (5)

Session Summary Notes: Based on 255 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.
Administrator Access: 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. 260 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Reporting & Dashboards: As reported in 258 Salesforce Service Cloud reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. 247 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Agent Scheduling and Assignment: Based on 252 Salesforce Service Cloud reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise.

Knowledge Management (3)

Knowledge Base: Enables the creation of an internal repository of knowledge articles 219 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Publishing Workflows: Provides workflows for writing, editing, approving, and publishing knowledge article content 211 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Analytics: Helps users understand which knowledge articles are working and identifies areas of improvement 209 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Customer Support (6)

Intelligent Search: Based on 210 Salesforce Service Cloud reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query
Suggestions: Based on 203 Salesforce Service Cloud reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles
Decision Trees: Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues 192 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Text: Is able to process inquiries submitted by text data from live chat, email, or SMS This feature was mentioned in 143 Salesforce Service Cloud reviews.
Speech: Based on 138 Salesforce Service Cloud reviews. Comprehends human speech and can transcribe it to text for processing
Knowledge Base: Based on 138 Salesforce Service Cloud reviews. The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries

Workforce Management (5)

Agent Availability: Offers complete visibility into agent availability to efficiently create and manage schedules. 57 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 57 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Shift Scheduling: Based on 56 Salesforce Service Cloud reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: Allows agents to set their own preferences, request time off, and trade shifts. 56 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Mobile Access: As reported in 56 Salesforce Service Cloud reviews. Allows users to access the software using mobile devices.

Conversational Platform (4)

Personalization: Identifies the customer and personalizes interaction at every touchpoint. This feature was mentioned in 103 Salesforce Service Cloud reviews.
Omnichannel: As reported in 101 Salesforce Service Cloud reviews. Allows multiple related channels to interact at once to reduce transfers.
Contextual Engagement: Prompts agents to engage customers based on contextual data, such as product usage or conversation history. 100 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Proactive Engagement: As reported in 103 Salesforce Service Cloud reviews. Provides features for sending outbound messages to engage customers through proactive support.

Support Automation (4)

Intelligent Routing: Can route contacts to agents the customer has worked with before. This feature was mentioned in 101 Salesforce Service Cloud reviews.
Seamless Escalation: Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 100 Salesforce Service Cloud reviews.
Transcripts: As reported in 101 Salesforce Service Cloud reviews. Maintains a transcript of conversations from all channels.
Self-Serve Support: As reported in 98 Salesforce Service Cloud reviews. Enables customers to resolve queries or issues without the assistance of an agent.

Automation (3)

Ticket Resolution: As reported in 141 Salesforce Service Cloud reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: Based on 142 Salesforce Service Cloud reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
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 141 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Artificial Intelligence (3)

Learning: 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 136 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Language: Based on 136 Salesforce Service Cloud reviews. Multilingual capabilities allow the AI to process inquiries from many languages
Conversational AI: 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 This feature was mentioned in 133 Salesforce Service Cloud reviews.

Generative AI (20)

AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 178 Salesforce Service Cloud reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. 177 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Generation: Based on 108 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Condenses long documents or text into a brief summary. 107 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text-to-Speech: As reported in 108 Salesforce Service Cloud reviews. Simulates human-like speech from text inputs.
AI Text Summarization: As reported in 127 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. 53 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Based on 53 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text-to-Speech: As reported in 217 Salesforce Service Cloud reviews. Simulates human-like speech from text inputs.
AI Text Summarization: As reported in 148 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. 58 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 59 Salesforce Service Cloud reviews.
AI Text Generation: As reported in 179 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 180 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text Generation: As reported in 96 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 95 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Allows users to generate text based on a text prompt. This feature was mentioned in 111 Salesforce Service Cloud reviews.
AI Text Summarization: Condenses long documents or text into a brief summary. This feature was mentioned in 110 Salesforce Service Cloud reviews.
AI Text Generation: Allows users to generate text based on a text prompt. 80 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 81 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Agentic AI - Customer Self-Service (7)

Autonomous Task Execution: Capability to perform complex tasks without constant human input
Multi-step Planning: Ability to break down and plan multi-step processes
Cross-system Integration: Works across multiple software systems or databases
Adaptive Learning: Improves performance based on feedback and experience
Natural Language Interaction: Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting
Decision Making: Makes informed choices based on available data and objectives

Agentic AI - Contact Center (4)

Agentic AI - Help Desk (3)

Autonomous Task Execution: Capability to perform complex tasks without constant human input 54 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Natural Language Interaction: As reported in 55 Salesforce Service Cloud reviews. Engages in human-like conversation for task delegation
Proactive Assistance: As reported in 56 Salesforce Service Cloud reviews. Anticipates needs and offers suggestions without prompting