--- description: Review of Salesforce Service Cloud Software: system overview, features, price and cost information. Get free demos and compare to similar programs on Software Advice New Zealand. image: https://gdm-localsites-assets-gfprod.imgix.net/images/software_advice/og_logo-55146305bbe7b450bea05c18e9be9c9a.png title: Salesforce Service Cloud | Reviews, Pricing & Demos - SoftwareAdvice NZ --- Breadcrumb: [Home](/) > [Work Order Software](/directory/500/work-order/software) > [Salesforce Service Cloud](/software/363691/service-cloud) # Salesforce Service Cloud Canonical: https://www.softwareadvice.co.nz/software/363691/service-cloud Page: 1 / 34\ Next: [Next page](https://www.softwareadvice.co.nz/software/363691/service-cloud?page=2) > Salesforce Service Cloud is a customer service platform designed to support organizations in managing interactions across multiple channels. It provides tools for various service teams, including contact centers, field service operations, HR departments, and IT service teams. The platform focuses on enhancing customer interactions. Key features include omni-channel support, centralized case management, and AI capabilities that automate routine tasks, allowing service representatives to address more complex issues. It integrates digital channels, connects phone systems with CRM data, and offers self-service portals for around-the-clock customer support. The platform also includes a centralized knowledge management system, providing access to a digital library for both agents and customers. Service Cloud provides analytics and data insights to help service leaders make informed decisions. Field service tools support workforce productivity by streamlining operations. The platform's unified structure ensures customer information is connected, enabling consistent support experiences. > > Verdict: Rated **4.5/5** by 827 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **4.5/5** | 827 Reviews | | Ease of Use | 4.1/5 | Based on overall reviews | | Customer Support | 4.3/5 | Based on overall reviews | | Value for Money | 4.2/5 | Based on overall reviews | | Features | 4.4/5 | Based on overall reviews | | Recommendation percentage | 80% | (8/10 Likelihood to recommend) | ## About the vendor - **Company**: Salesforce - **Location**: San Francisco, US - **Founded**: 2003 ## Commercial Context - **Starting Price**: US$25.00 - **Pricing model**: Per User (Free version available) (Free Trial) - **Pricing Details**: Starter Suite: $25 / user / month Professional: $80 / user/ month Enterprise: $165 / user/ month Unlimited: $330 /user/month Einstein 1 Service: $500 /user/month All plans are billed annually. - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Mac (Desktop), Windows (Desktop), Android (Mobile), iPhone (Mobile), iPad (Mobile) - **Supported Languages**: Chinese, Dutch, English, French, German, Italian, Japanese, Korean, Portuguese, Spanish, Swedish, Thai, Traditional Chinese - **Available Countries**: Australia, Austria, Belgium, Brazil, Canada, China, Denmark, Finland, France, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Malaysia, Mexico, Netherlands, Norway and 14 more ## Features - AI Copilot - API - Access Controls/Permissions - Accounting Integration - Activity Dashboard - Activity Tracking - Alerts/Escalation - Alerts/Notifications - Appointment Management - Approval Process Control - Asset Lifecycle Management - Asset Tracking - Assignment Management - Audit Management - Audit Trail - Automated Routing - Automated Scheduling - Automatic Call Distribution - Autoresponders - Availability Management ## Integrations (17 total) - CRM Analytics - Elastic Enterprise Search - Five9 - Gainsight CS - Helpshift - InGenius - LiveOps - Natterbox - NiCE CXone - Quip - Salesforce Marketing Cloud - Salesforce Platform - Salesforce Sales Cloud - Salesforce Starter - Talkdesk ... and 2 more integrations ## Support Options - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat ## Category - [Work Order Software](https://www.softwareadvice.co.nz/directory/500/work-order/software) ## Related Categories - [Work Order Software](https://www.softwareadvice.co.nz/directory/500/work-order/software) - [HVAC Software](https://www.softwareadvice.co.nz/directory/1552/hvac/software) - [Route Planning Software](https://www.softwareadvice.co.nz/directory/1917/route-planning/software) - [Transportation Dispatch Software](https://www.softwareadvice.co.nz/directory/1690/taxi-dispatch/software) - [Consulting CRM Software](https://www.softwareadvice.co.nz/directory/3837/consulting/software) ## Alternatives 1. [Salesforce Sales Cloud](https://www.softwareadvice.co.nz/software/2764/salesforce-sales-cloud) — 4.4/5 (18803 reviews) 2. [Zendesk Suite](https://www.softwareadvice.co.nz/software/26892/zendesk-talk) — 4.4/5 (4090 reviews) 3. [Freshdesk](https://www.softwareadvice.co.nz/software/110247/freshdesk) — 4.5/5 (3470 reviews) 4. [LiveChat](https://www.softwareadvice.co.nz/software/27068/livechat) — 4.6/5 (1727 reviews) 5. [LiveAgent](https://www.softwareadvice.co.nz/software/109980/liveagent) — 4.7/5 (1787 reviews) ## Reviews ### "Great for support team but takes time to learn" — 4.0/5 > **Harshul** | *31 March 2026* | Information Technology & Services | Recommendation rating: 9.0/10 > > **Pros**: The best thing for me is how everything is in one place. Tickets, calls, customer history, all of it shows up right away so you don’t waste time searching. The automation helps lot too, like routing cases or sending updates without me doing manually. The interface clean once you learn it, and it easy to track customer issues from start - finish. It also integrates well with other tools, which saves a lot of time. > > **Cons**: The biggest downside is the learning curve. It takes really a while to understand where everything is and how the workflows actually work. Some settings are so deep and you have to click around too much. It can feel slow a t times when switching between tabs. Also the customization is powerful but kinda overwhelming if you not used to Salesforce. And the pricing can get high if you need extra features.one thing I dislike more then anything is that it doesnt auto refresh so if there is an update on case you might miss it > > Overall my experience has been good. It’s is a strong tool for managing customer support and the keeping everything organized. Once you get used to the system, it’s smooth and helps speed up the work. It reduced a lot of manual tasks for us and it made it easier to track customers issues. There are a few things that take time to learn, but after that it works well day to day. It’s not perfect but it’s is very reliable and definitely helps with the support work. ----- ### "One of the best, if you have the money." — 4.0/5 > **Vershley** | *7 June 2026* | Computer & Network Security | Recommendation rating: 8.0/10 > > **Pros**: Very simple to set up, even creating a new fields does not require much technical experience. Most of the configurations can be done via configurations super fast. > > **Cons**: Has a lot of features but each time require additional licenses to activate them. Like knowledge base has a very basic feature but if you want more this is were you need to pay additional fees. > > Very good service system for big enterprises specially if they have the money to afford the interesting features. Nevertheless it's one of the biggest players in this category. ----- ### "Making Sales or Forcing Sales: Salesforce" — 2.0/5 > **Verified Reviewer** | *18 March 2026* | Entertainment | Recommendation rating: 4.0/10 > > **Pros**: I like that Salesforce feels like a dedicated customer service system with features to maintain a steady backlog of archived tickets and correct problems. > > **Cons**: Now, I dislike their overreliance on AI agents when in the past, it never needed it. This feels unnecessary and overbearing more than ever. > > Overall, I'm likely to leave Salesforce due to how AI has pushed out everything I had appreciated about ti before. It still feels unnatural and even unhelpful. ----- ### "Complex customer support software" — 2.0/5 > **Govindraj** | *10 November 2020* | Hospitality | Recommendation rating: 0.0/10 > > **Pros**: Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised. > > **Cons**: It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements. > > We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk. ----- ### "Best Service Tool on the market." — 5.0/5 > **Verified Reviewer** | *16 April 2026* | Food Production | Recommendation rating: 10.0/10 > > **Pros**: Insanely powerful Service tool. Between the chat functionality, call management, security, use cases for small to large businesses, and its high level of customizability...it's hard to beat this. While it does come at a premium cost, the sky is the limit with what it can do. > > **Cons**: If you are not well versed in Salesforce administration, this tool can be overwhelming to jump into. It is a separate component from Sales/Commerce cloud, but integrates beautifully. It just takes some high level work to create the perfect package. > > Overall, it has been the best service tool I have ever used. While having extensive experience in Salesforce, I found it quite easy to configure. It was primarily used for a ticketing system with metrics, notifications, and dashboards to report on all seamlessly. ----- Page: 1 / 34\ Next: [Next page](https://www.softwareadvice.co.nz/software/363691/service-cloud?page=2) ## Links - [View on SoftwareAdvice](https://www.softwareadvice.co.nz/software/363691/service-cloud) ## This page is available in the following languages | Locale | URL | | de | | | en | | | en-AU | | | en-GB | | | en-IE | | | en-NZ | | | fr | | ----- ## Structured Data