Salesforce Service Cloud Features

Platform (16)

Mobile User Support: Based on 552 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 816 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 691 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 609 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 1143 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 1162 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance
Reporting & Dashboards: Access pre-built and custom reports and dashboards for viewing 204 reviewers of Salesforce Service Cloud have provided feedback on this feature.
API & Integrations: Based on 203 Salesforce Service Cloud reviews. The number of sources from which the platform can pull customer data and how well those integrations are supported.
Data Import & Export Tools: Ability to input, modify, and extract data from the application in bulk through a structured file. 200 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Workflow Capability: Automates everday customer success functions for more efficient and effective day-to-day processes. 200 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Notifications: Set alerts for customer actions in order to respond quickly and proactively. This feature was mentioned in 201 Salesforce Service Cloud reviews.
Customization: Based on 197 Salesforce Service Cloud reviews. Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views.
Scalability: As reported in 201 Salesforce Service Cloud reviews. Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.
Data Security: Based on 198 Salesforce Service Cloud reviews. 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.
Performance & Reliability: As reported in 196 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.
User, Role, and Access Management: As reported in 197 Salesforce Service Cloud reviews. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

Ticket and Case Management (8)

Ticket Creation User Experience: Based on 1202 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 1200 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response
Workflow: Based on 1229 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 1152 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply
SLA Management: Based on 978 Salesforce Service Cloud reviews. Offers tools for managing and tracking service-level agreements (SLAs)
Attachments/Screencasts: Based on 1166 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 1148 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 1026 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 1019 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 1203 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: Based on 845 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 804 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. 764 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Customer Information (7)

Customer Health Scores: Based on 206 Salesforce Service Cloud reviews. Provides users a customer-specific score to determine the overall satisfaction of each customer.
Customer Monitoring: Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team 205 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Customer Profiles: 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. 203 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Playbooks: As reported in 201 Salesforce Service Cloud reviews. Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.
Customer Segments: As reported in 204 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.
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. 200 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Surveys: As reported in 204 Salesforce Service Cloud reviews. Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information.

Predictions (4)

Churn Risk: Based on 197 Salesforce Service Cloud reviews. Calculates the risk that your customers will not renew or continue using your product or service.
Upsell Opportunities: Based on 198 Salesforce Service Cloud reviews. Discovers and highlights factors that lead to upsell opportunities.
Custom Triggers: Based on 196 Salesforce Service Cloud reviews. Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way.
Machine Learning: Based on 194 Salesforce Service Cloud reviews. Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.

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: 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. 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: Aggregates feedback and transforms feedback into actionable insights. 30 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Trigger Alerts: Based on 29 Salesforce Service Cloud reviews. Triggers creation of a new case after customer leaves feedback.
Real-Time Analysis: Analyze collected feedback near or in real-time. 30 reviewers of Salesforce Service Cloud have provided feedback on this feature.
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. This feature was mentioned in 591 Salesforce Service Cloud reviews.
Searchable Articles: Makes articles in the knowledge base searchable on the web. This feature was mentioned in 578 Salesforce Service Cloud reviews.
Community Forums: Based on 527 Salesforce Service Cloud reviews. Enables users to engage with other users to solve common issues.
Mobile Optimization: Based on 213 Salesforce Service Cloud reviews. Optimizes the customer self-service experience on mobile devices
Personalization: As reported in 223 Salesforce Service Cloud reviews. Gives the user targeted, personalized results based on their activity or preferences

Self-Service Platform (4)

Branding: Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. 222 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Automation: As reported in 227 Salesforce Service Cloud reviews. Automates some or all operation related tasks
Artificial Intelligence: Utilizes artificial intelligence to improve workflows or customer experiences 198 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Integrations: As reported in 214 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 309 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 328 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 274 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 276 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: Based on 159 Salesforce Service Cloud reviews. Allows agents to join a customer's browser session and navigate through the website with them.

Internal Use (6)

Customization: Based on 816 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 295 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 287 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.
Knowledge Base: Based on 317 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 288 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 321 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: As reported in 242 Salesforce Service Cloud reviews. Scours various channels for brand mentions to proactively seek reparative communications.
Tickets: Creates and assigns support tickets, scheduling them in a timely manner. 262 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Macros: Allows administrators to create templated responses to frequently asked questions. This feature was mentioned in 223 Salesforce Service Cloud reviews.

Channels (13)

Email: Based on 271 Salesforce Service Cloud reviews. Ability to connect agents with customers through Live Chat.
Social: Based on 246 Salesforce Service Cloud reviews. Connects employees with customers through a social media solution.
Live Chat: Ability to connect agents with customers through email. 229 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 230 Salesforce Service Cloud reviews.
Text: Based on 212 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 119 Salesforce Service Cloud reviews.
Open Listening: Allows incorporation of inbound contacts from non-marketing channels. 117 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Physical Media: Includes physical media (mail, flyers, billboards, etc.) in the channels mix. 116 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Voice: Provides voice call functionality. 274 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Social: Based on 268 Salesforce Service Cloud reviews. Provides an interface for one or more social media channels.
Web Chat: Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 272 Salesforce Service Cloud reviews.
Mobile SMS: As reported in 265 Salesforce Service Cloud reviews. Accepts contacts initiated through SMS or other mobile text functions.
Email: Allows CSRs to receive and answer customer emails. 279 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Insight (4)

Surveys: Provides opportunity for customers to give feedback through a survey. This feature was mentioned in 228 Salesforce Service Cloud reviews.
Reporting: Based on 263 Salesforce Service Cloud reviews. Enables administrators to create customized reports reflecting customer satisfaction.
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 202 Salesforce Service Cloud reviews.
Help Desk: Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions. 250 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Administration (11)

Database Management: Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable. 227 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Data Workflows: Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 226 Salesforce Service Cloud reviews.
Issue Management: Provide workflows to create and escalate issues related to risks and requests This feature was mentioned in 223 Salesforce Service Cloud reviews.
Integrations: Based on 207 Salesforce Service Cloud reviews. Integrates with live chat, chatbots, help desk, or other customer service software
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 209 Salesforce Service Cloud reviews.
Performance and Reliability: 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 This feature was mentioned in 212 Salesforce Service Cloud reviews.
Automation: Based on 56 Salesforce Service Cloud reviews. Automates some or all operation related tasks
Performance Analysis: Monitors call volume and quality to evaluate agent performance. 55 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Dashboards: Has a centralized dashboard for users to interact with. This feature was mentioned in 55 Salesforce Service Cloud reviews.
Forecasting: As reported in 54 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. 54 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Compliance (4)

Policies and Controls: Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. This feature was mentioned in 226 Salesforce Service Cloud reviews.
Data Governance: Ensures user access management, data lineage, and data encryption This feature was mentioned in 223 Salesforce Service Cloud reviews.
Compliance: As reported in 223 Salesforce Service Cloud reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.
Auditing: Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 220 Salesforce Service Cloud reviews.

Data Security (4)

Risk Data Attributes: Identify risk data attributes such as description, category, owner, or hierarchy. 215 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Data Transport: Protects data with some form of encryption as it leaves your secure or local network. This feature was mentioned in 216 Salesforce Service Cloud reviews.
Access Management: Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 217 Salesforce Service Cloud reviews.
Multi-Factor Authentication: Requires a second level of authentication, such as sms messaging or customized tokens, to access data. 217 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Design (5)

Communications Strategy Development: As reported in 113 Salesforce Service Cloud reviews. Allows planning and deployment of an overall communications strategy.
Create Content: As reported in 114 Salesforce Service Cloud reviews. Includes or integrates with content creation apps.
Personalization: Outbound communications are segmented and personalized. This feature was mentioned in 116 Salesforce Service Cloud reviews.
Inbound Identification: As reported in 116 Salesforce Service Cloud reviews. Inbound contacts are identified and handled based on history.
Regulatory Compliance: As reported in 113 Salesforce Service Cloud reviews. Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements.

Usability (3)

All-Employee Access: Permits use by job roles outside of service department This feature was mentioned in 203 Salesforce Service Cloud reviews.
Supporting Documents: Based on 206 Salesforce Service Cloud reviews. Allows linking of useful information such as screen shots
Two-Way Communication: Provides direct contact between CSRs and customers outside of milestones This feature was mentioned in 204 Salesforce Service Cloud reviews.

Reporting (3)

Priority Case Alerts: Informs stakeholders of activity on escalated or high-value cases 203 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Trend Analysis: Based on 197 Salesforce Service Cloud reviews. Evaluates frequency of types of complaints
Performance Monitoring: Includes a dashboard or other means of performance monitoring 200 reviewers of Salesforce Service Cloud have provided feedback on this feature.

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. 268 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Session Queuing: Callers can be routed to a queue or placed on hold until an agent becomes available. This feature was mentioned in 265 Salesforce Service Cloud reviews.
Concurrent Calling: As reported in 257 Salesforce Service Cloud reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality.
Speech Analytics: Based on 253 Salesforce Service Cloud reviews. Provides some level of analytics based on keywords and vocal tones.
Auto Dialer: As reported in 255 Salesforce Service Cloud reviews. Has auto dialing or predictive dialing functions for outbound use.
IVR: Based on 258 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 258 Salesforce Service Cloud reviews.
Persistent Data: Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 257 Salesforce Service Cloud reviews.

Administrative (5)

Session Summary Notes: As reported in 254 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: As reported in 259 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 257 Salesforce Service Cloud reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.
Session Recording: As reported in 246 Salesforce Service Cloud reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.
Agent Scheduling and Assignment: Based on 251 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 218 Salesforce Service Cloud reviews.
Publishing Workflows: As reported in 210 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 208 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Customer Support (6)

Intelligent Search: Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query 209 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Suggestions: Analyzes customer support tickets or conversations to suggest relevant knowledge articles This feature was mentioned in 202 Salesforce Service Cloud reviews.
Decision Trees: Based on 191 Salesforce Service Cloud reviews. Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues
Text: Based on 142 Salesforce Service Cloud reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS
Speech: Based on 137 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 137 Salesforce Service Cloud reviews.

Workforce Management (5)

Agent Availability: As reported in 56 Salesforce Service Cloud reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.
Skills Management: Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 56 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Shift Scheduling: As reported in 55 Salesforce Service Cloud reviews. Plan employee work shifts according to availability and provide notifications to employees when they are scheduled.
Agent Self-Service: As reported in 55 Salesforce Service Cloud reviews. Allows agents to set their own preferences, request time off, and trade shifts.
Mobile Access: Allows users to access the software using mobile devices. 55 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Conversational Platform (4)

Personalization: Identifies the customer and personalizes interaction at every touchpoint. 101 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Omnichannel: Based on 99 Salesforce Service Cloud reviews. Allows multiple related channels to interact at once to reduce transfers.
Contextual Engagement: As reported in 98 Salesforce Service Cloud reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.
Proactive Engagement: Based on 101 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 99 Salesforce Service Cloud reviews.
Seamless Escalation: Based on 98 Salesforce Service Cloud reviews. Provides features for escalating conversations to the appropriate agent.
Transcripts: As reported in 99 Salesforce Service Cloud reviews. Maintains a transcript of conversations from all channels.
Self-Serve Support: Based on 96 Salesforce Service Cloud reviews. Enables customers to resolve queries or issues without the assistance of an agent.

Automation (3)

Ticket Resolution: As reported in 140 Salesforce Service Cloud reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents
Customization: As reported in 141 Salesforce Service Cloud reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence
Intelligent Routing: Based on 140 Salesforce Service Cloud reviews. 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

Artificial Intelligence (3)

Learning: Based on 135 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
Language: Multilingual capabilities allow the AI to process inquiries from many languages This feature was mentioned in 135 Salesforce Service Cloud reviews.
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 132 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Generative AI (22)

AI Text Generation: Allows users to generate text based on a text prompt. 176 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 175 Salesforce Service Cloud reviews.
AI Text Generation: Allows users to generate text based on a text prompt. 107 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 106 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text-to-Speech: As reported in 107 Salesforce Service Cloud reviews. Simulates human-like speech from text inputs.
AI Text Summarization: Condenses long documents or text into a brief summary. 126 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Generation: As reported in 52 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. 52 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text-to-Speech: Simulates human-like speech from text inputs. 216 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Condenses long documents or text into a brief summary. 147 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Generation: Allows users to generate text based on a text prompt. 57 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: As reported in 58 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. 178 reviewers of Salesforce Service Cloud have provided feedback on this feature.
AI Text Summarization: Based on 179 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.
AI Text Generation: Based on 94 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: Based on 93 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 110 Salesforce Service Cloud reviews.
AI Text Summarization: Based on 109 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. 169 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 167 Salesforce Service Cloud reviews.
AI Text Generation: Based on 79 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.
AI Text Summarization: As reported in 80 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 51 reviewers of Salesforce Service Cloud have provided feedback on this feature.
Natural Language Interaction: Based on 53 Salesforce Service Cloud reviews. Engages in human-like conversation for task delegation
Proactive Assistance: Anticipates needs and offers suggestions without prompting 54 reviewers of Salesforce Service Cloud have provided feedback on this feature.

Agentic AI - Customer Success (5)

Autonomous Task Execution: Capability to perform complex tasks without constant human input This feature was mentioned in 12 Salesforce Service Cloud reviews.
Multi-step Planning: Ability to break down and plan multi-step processes This feature was mentioned in 12 Salesforce Service Cloud reviews.
Cross-system Integration: Based on 12 Salesforce Service Cloud reviews. Works across multiple software systems or databases
Natural Language Interaction: As reported in 12 Salesforce Service Cloud reviews. Engages in human-like conversation for task delegation
Proactive Assistance: As reported in 12 Salesforce Service Cloud reviews. Anticipates needs and offers suggestions without prompting