Salesforce Service Cloud. Photo from

Whether it’s revenue streams or free advertising through word-of-mouth, happy customers are the key to any successful business. The best way to keep customers happy? Providing unbeatable customer service. However, customer expectations are always evolving. Not to mention, constantly advancing technology makes it essential to cater to customer’s needs via digital channels. To achieve ultimate customer success, you need software designed to streamline the process of providing customer satisfaction and support your business’s efforts to put the customer first. You need Salesforce Service Cloud.

Salesforce engineered Service Cloud as a complete solution for businesses that want to improve their customer service efficacy and increase their chances of successful case resolution.

Want to learn more about what Service Cloud can do for you and your business? Here’s everything you need to know.

What is Salesforce Service Cloud?

Service Cloud is another CRM solution offered by Salesforce. It’s a complete solution that works as a help desk and customer service platform. It is specially designed to optimize customer service on both ends within a single solution. Service Cloud features include a service console, customer self-help portals, automation, and detailed dashboards that provide essential analytics at a glance.

In short, it is meant to help businesses meet customer expectations to improve customer service success. This includes providing support for two essential aspects of customer service — support and case resolution. Service Cloud makes it easy to succeed by giving agents the tools they need to help resolve customer cases and giving customers personalized support. 

While Service Cloud is a valuable tool on its own, it’s the add-ons that take the solution’s functionality to another level. To determine the true power of Service Cloud as a solution, you’ll need to learn more about its add-ons and how they leverage the tools to create an entirely new and optimized experience.

Service Cloud Add-ons

Service Cloud is meant to service businesses across multiple industries of all shapes and sizes. To ensure they can achieve that goal without drastically increasing prices to exorbitant levels, Salesforce allows businesses to choose what additional features they need for their unique situations through comprehensive Service Cloud add-ons. Here are the primary add-ons that you can utilize.

  • Field Service Lightning is designed to enhance the management of field service operations, an industry that requires elevated customer service out in the field. Starting at $50 USD/user/month.
  • Digital Engagement works within Service Cloud to enable inbound and outbound messaging, chat, intelligent chatbots, and social customer service. With digital engagement, you can leverage multiple digital channels to reach your customers. Starting at $75 USD/user/month.
  • Service Cloud Einstein features case routing, advanced recommendation strategies, case classification, and service analytics to make customer service a more streamlined process supported by intelligent AI. Starting at $50 USD/user/month.

Keep in mind, this is by no means an exhaustive list. It’s also essential to consult with an expert to build your Salesforce tech stack. They can help break down the cost and functions of each Service Cloud edition and its add-ons to help you get the most out of your investment.

Benefits of Service Cloud

Before making a final decision about whether this is the best solution for your business, it’s essential to understand its benefits. That way, you can make an informed decision. We’ve got you covered. Here’s everything Salesforce Service Cloud can do for your business.

Advanced Case Management with Personalized Service

Service Cloud enables you to manage cases from start to finish by providing the tools to make it happen. Create cases from the web or email through automation to reduce manual tasks and optimize productivity.

Customers expect to receive reliable and consistent updates, and you can give it to them with Service Cloud. Send auto-responses to keep customers informed throughout the case. When they begin their case, start with a prescreen that routes the case to the right agent or queue to improve speed and efficiency. The result? Convenient and effective case resolution.

Reliable and Convenient Communication

Communication with costumers needs to happen via the channels they prefer from phone calls to online chat. That means businesses have to scramble to implement the new communication channels as they become the standard throughout the industry.

Service Cloud lets businesses stay one step ahead of the game by allowing them to communicate with customers through various channels at any time. Additionally, businesses can take advantage of built-in AI chatbots for a larger customer base.

Not to mention, agents can provide personalized support and communication to customers in every case with Service Cloud’s dashboards that offer a shared view of every customer and interaction.

Service Cloud Pricing

Cost and ROI are essential factors to consider when making a major business decision. You want to get the most out of your software investment, especially if it promises to deliver impressive results. That said, Service Cloud features a variety of pricing packages through editions with various features to make it easy for businesses to determine whether the solution is right for them. Here’s a brief breakdown of Service Cloud pricing.

  • Essentials: $25 USD/user/month (up to 10 users)
  • Professional: $75 USD/user/month
  • Enterprise*: $150 USD/user/month
  • Unlimited: $300 USD/user/month

*Note: Enterprise is the most popular service package and includes features from Field Service Lightning, Digital Engagement, and Service Cloud Einstien at a low price point.

Key Takeaways

Regardless of your industry, it’s vital that you provide your customers with exceptional service. However, to make that happen, you need the right software to support your efforts. Service Cloud certainly offers a lot of benefits to businesses looking to improve their customer service, but that’s no guarantee that it’s the best choice for you and your business. Be sure to do your due diligence before making a final decision.

Need help?

Salesforce experts at Forcivity are happy to help you determine whether Service Cloud is right for your business. We'll evaluate your entire technology stack and recommend what's best for you.
Molly McGee

Molly McGee