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 1207 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 1203 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: As reported in 983 Salesforce Service Cloud reviews. Offers tools for managing and tracking service-level agreements (SLAs)
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 1150 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: As reported in 766 Salesforce Service Cloud reviews. Make and receive calls directly in the application. Track and record calls for analysis.

Survey Management (4)

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

Process Management (4)

Feedback Aggregation: Based on 30 Salesforce Service Cloud reviews. Aggregates feedback and transforms feedback into actionable insights.
Trigger Alerts: As reported in 29 Salesforce Service Cloud reviews. Triggers creation of a new case after customer leaves feedback.
Real-Time Analysis: Based on 30 Salesforce Service Cloud reviews. Analyze collected feedback near or in real-time.
Real-Time Action: As reported in 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: As reported in 593 Salesforce Service Cloud reviews. Provides a repository of information that can be used by those seeking support.
Searchable Articles: Makes articles in the knowledge base searchable on the web. This feature was mentioned in 579 Salesforce Service Cloud reviews.
Community Forums: Enables users to engage with other users to solve common issues. This feature was mentioned in 528 Salesforce Service Cloud reviews.
Mobile Optimization: Based on 214 Salesforce Service Cloud reviews. Optimizes the customer self-service experience on mobile devices
Personalization: As reported in 224 Salesforce Service Cloud reviews. Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Branding: As reported in 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: Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools 215 reviewers of Salesforce Service Cloud have provided feedback on this feature.

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

Channels (13)

Email: Ability to connect agents with customers through Live Chat. 272 reviewers of Salesforce Service Cloud have provided feedback on this feature.
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: Based on 231 Salesforce Service Cloud reviews. Connects employees with customers through a calling solution.
Text: Based on 213 Salesforce Service Cloud reviews. Ability to connect agents with customers through text message solution.
Multi-Channel Coverage: Software incorporates multiple digital communications channels. This feature was mentioned in 120 Salesforce Service Cloud reviews.
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: Based on 269 Salesforce Service Cloud reviews. Provides an interface for one or more social media channels.
Web Chat: As reported in 273 Salesforce Service Cloud reviews. Includes or integrates with live chat initiaited from the company's web site.
Mobile SMS: Accepts contacts initiated through SMS or other mobile text functions. 266 reviewers of Salesforce Service Cloud have provided feedback on this feature.
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: Enables administrators to create customized reports reflecting customer satisfaction. This feature was mentioned in 264 Salesforce Service Cloud reviews.
Visitor Activity: Allows administrators to track visitor activity to understand the research that was done before turning to customer service. This feature was mentioned in 203 Salesforce Service Cloud reviews.
Help Desk: Based on 251 Salesforce Service Cloud reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

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: As reported in 227 Salesforce Service Cloud reviews. Operationalizes data delivery workflows to easily scale repeatable preparation needs
Issue Management: As reported in 224 Salesforce Service Cloud reviews. Provide workflows to create and escalate issues related to risks and requests
Integrations: As reported in 209 Salesforce Service Cloud reviews. Integrates with live chat, chatbots, help desk, or other customer service software
User, Role, and Access Management: Based on 210 Salesforce Service Cloud reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.
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 57 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Performance Analysis: As reported in 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: As reported in 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. This feature was mentioned in 55 Salesforce Service Cloud reviews.

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

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: Protects data with some form of encryption as it leaves your secure or local network. 217 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Access Management: As reported in 218 Salesforce Service Cloud reviews. Allows administrators to set user access privileges to permit approved parties to access sensitive data.
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: As reported in 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. 117 reviewers of Salesforce Service Cloud have provided feedback on this feature.
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: As reported in 114 Salesforce Service Cloud reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Usability (3)

All-Employee Access: Based on 204 Salesforce Service Cloud reviews. Permits use by job roles outside of service department
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: Informs stakeholders of activity on escalated or high-value cases This feature was mentioned in 204 Salesforce Service Cloud reviews.
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: 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 269 Salesforce Service Cloud reviews.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available. 266 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Concurrent Calling: Based on 258 Salesforce Service Cloud reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 254 Salesforce Service Cloud reviews.
Auto Dialer: As reported in 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. 259 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Persistent Data: Based on 258 Salesforce Service Cloud reviews. Maintains and shares information across channels and agents as the case progresses.

Administrative (5)

Session Summary Notes: As reported in 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: Based on 260 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.
Reporting & Dashboards: Based on 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: As reported in 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 This feature was mentioned in 219 Salesforce Service Cloud reviews.
Publishing Workflows: Based on 211 Salesforce Service Cloud reviews. Provides workflows for writing, editing, approving, and publishing knowledge article content
Analytics: Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 209 Salesforce Service Cloud reviews.

Customer Support (6)

Intelligent Search: As reported in 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 This feature was mentioned in 192 Salesforce Service Cloud reviews.
Text: As reported in 143 Salesforce Service Cloud reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: As reported in 138 Salesforce Service Cloud reviews. Comprehends human speech and can transcribe it to text for processing
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 138 Salesforce Service Cloud reviews.

Workforce Management (5)

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

Conversational Platform (4)

Personalization: As reported in 103 Salesforce Service Cloud reviews. Identifies the customer and personalizes interaction at every touchpoint.
Omnichannel: Based on 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: Provides features for sending outbound messages to engage customers through proactive support. 103 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Support Automation (4)

Intelligent Routing: Based on 101 Salesforce Service Cloud reviews. Can route contacts to agents the customer has worked with before.
Seamless Escalation: Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 100 Salesforce Service Cloud reviews.
Transcripts: Maintains a transcript of conversations from all channels. This feature was mentioned in 101 Salesforce Service Cloud reviews.
Self-Serve Support: Based on 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: The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence This feature was mentioned in 142 Salesforce Service Cloud 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 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 This feature was mentioned in 136 Salesforce Service Cloud reviews.
Language: Multilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 136 Salesforce Service Cloud reviews.
Conversational AI: As reported in 133 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

Generative AI (20)

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

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 This feature was mentioned in 54 Salesforce Service Cloud reviews.
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