Salesforce Service Cloud 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Salesforce Service Cloud

4.5

(811)

Pricing

Starting at $25.00 per month

About Salesforce Service Cloud

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.

Salesforce Service Cloud Screenshots

Salesforce Service Cloud Pricing and Plans

Starting price: $25.00 per month

Free Trial

Free Version

Free Suite

$0.00

Plan includes:

Lead, Account, Contact, and Opportunity Management
Connected Slack Conversations
Simple Email Marketing

Starter Suite

$25.00

per user, per month

Plan includes:

Case Management
Customizable Reports & Dashboards
Knowledge Base
Dynamic Email Marketing & Analytics
Out-of-the-box Sales Processes
Simplified Storefront Builder

Pro Suite

$100.00

per user, per month

Plan includes:

Case Swarming
Computer Telephony Integration (CTI)
Omni-Channel Case Routing
Real-Time Chat
Customization and Automation
Sales Quoting and Forecasting
Access to AppExchange

Enterprise

$175.00

per user, per month

Plan includes:

AI for Customer Service
Self-Service Help Center
Workflow Automation
Work Order Management
Asset Management and Product Tracking
Advanced Reporting Features

Unlimited

$350.00

per user, per month

Plan includes:

24/7/365 support
AI-powered Chatbots
Chat

Agentforce 1 Service

$550.00

per user, per month

Plan includes:

Everything in Unlimited plus Digital Channels, Service Intelligence, and Slack
Data Cloud
Einstein Copilot (Beta) powered by generative AI

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Salesforce Service Cloud Features

Popular features found in Customer Service
Alerts/Escalation
Automated Routing
Call Center Management
Conversation Intelligence
CRM
Knowledge Base Management
Queue Management
Reporting & Statistics
Surveys & Feedback
More features of Salesforce Service Cloud
Access Controls/Permissions
Accounting Integration
Activity Dashboard
Activity Tracking
AI Copilot
Alerts/Notifications
API
Appointment Management
Approval Process Control
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Management
Audit Trail
Automated Scheduling
Automatic Call Distribution
Autoresponders
Availability Management
Billing & Invoicing
Blended Call Center
Budgeting/Forecasting
Calendar Management
Callback Scheduling
Caller ID
Call List Management
Call Logging
Call Monitoring
Call Recording
Call Reporting
Call Routing
Call Scripting
Call Tracking
Call Transfer
Campaign Management
Canned Responses
Capacity Management
Case Management
Catalog Management
Change Management
Chatbot
Chat/Messaging
Client Portal
Code Enforcement
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Configurable Workflow
Configuration Management
Contact Database
Contact Management
Content Library
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Management
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Data Visualization
Delivery Tracking
Discussions/Forums
Dispatch Management
Document Management
Document Storage
Drag & Drop
Driver Management
Electronic Signature
Email Alerts
Email Management
Email Templates
Email Tracking
Employee Database
Employee Management
Employee Scheduling
Equipment Maintenance
Event Logs
Event Triggered Actions
Feedback Management
File Management
File Sharing
File Storage
Fixed Asset Management
For Call Centers
For Insurance Industry
For iPad Devices
Forms Management
Fuel Tracking
Full Text Search
Geotargeting
GPS
Help Desk Management
Historical Reporting
Inbound Call Center
Incident Management
Incident Reporting
Inspection Management
Interaction Tracking
Inventory Control
Inventory Management
Investigation Management
Issue Management
Issue Tracking
IT Asset Management
IT Incident Management
IVR
Job Costing
Job Management
Job Scheduling
Job Tracking
Knowledge Management
Labor Forecasting
Lead Distribution
Lead Management
Live Chat
Live Driver Tracking
Location Tracking
Macros/Templated Responses
Maintenance Scheduling
Manual Dialer
Mobile Access
Mobile App
Monitoring
Multi-Channel Communication
Multi-Channel Management
Multi-Language
Multi-Location
Offline Form
Online Forums
Online Time Clock
Order Management
Order Tracking
Outbound Call Center
Payment Collection in the Field
Performance Management
Performance Metrics
Permit Issuance
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Purchasing & Receiving
Quality Assurance
QuickBooks Integration
Quotes/Estimates
Real-Time Analytics
Real-Time Chat
Real-time Consumer-facing Chat
Real-Time Data
Real-Time Monitoring
Real-Time Notifications
Real-Time Reporting
Real-Time Updates
Records Management
Release Management
Reminders
Reporting/Analytics
Resource Allocation
Risk Alerts
Risk Analysis
Risk Assessment
Route Optimization
Routing
Safety Incident Management
Sales Pipeline Management
Scheduling
Screen Sharing
Search
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Shipping Management
Single Sign On
SMS Messaging
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking

Salesforce Service Cloud Integrations

Helpshift

Salesforce Platform

Vonage Contact Center

InGenius

CXone Mpower

Salesforce Marketing Cloud

See all 17 integrations

Salesforce Service Cloud User Reviews

Overall Rating

4.5

Ratings Breakdown

58%

33%

Secondary Ratings

Ease of Use

4.1

Value for money

4.2

Customer support

4.3

Functionality

4.4

Beena A.

Verified reviewer

Used daily for more than 2 years

Review source

Reviewed June 2025

Large platform with the capability to configure

Previously 4

All our cusomer facing web applications are hosted in cloud. Integration and deployment is easy. But I feel like there are so many steps involved if we need to create or update distribution list of the notification system.

Ratings Breakdown

Ease of use

Previously 5

Value for money

Previously 4

Customer support

Previously 4

Functionality

Pros:

Availability and ease to configure the pages. Platform is easy to navigate and the knowledge articlea enablea the self service

Cons:

Customer servics. New users/developers finds it difficult to get started and extensive training is required.

Olga D.

Verified reviewer

Hospital & Health Care

Self-Employed

Used daily for more than 2 years

Review source

Reviewed January 2026

Experienced professional user

Overall it's a great system for completing comprehensive medication reviews efficiently, however, there is room for improvement.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

It is reliable and able to store a vast amount of information for high volume of patients and offers great scheduling feature.

Cons:

I don't like how it's inefficient in the way it displays information where it's not customizable enough for only focusing on essential info without scrolling and switching tabs.

Reasons for switching to Salesforce Service Cloud

The company I work for decided to make the switch to streamline services.

Verified

Reviewer

Internet

2-10 employees

Used weekly for less than 12 months

Review source

Reviewed May 2019

Salesforce is a very good CRM

Previously 4

Ratings Breakdown

Ease of use

Functionality

Pros:

It's easy to find what you need thanks to an intuitive search bar. There is good level of security and the easiness to use of a cloud service

Cons:

Customer service is slow compared to alternative products

Verified

Reviewer

Financial Services

51-200 employees

Used daily for less than 2 years

Review source

Reviewed December 2025

So easy, even a tech challenged user can succeed

Overall it's a very positive experience. Since the update, the step by step guidance takes the guesswork out of moving a case forward. Simple and easy to use. Love it

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to use system, with step by step guidance to ensure a truly quality experience. I am not tech savvy, so for me to operate without issue is wonderful.

Cons:

Centralizes customer data and information, for a complete view of the customer. Easy to track cases with step by step prompts

Jelfry S.

Verified reviewer

Entertainment

201-500 employees

Used daily for less than 2 years

Review source

Reviewed February 2025

Salesforce for better customer experience

Overall the experience has been great besides the few inconvenience we had at the beginning. With the possibility of handling 2 chats or more at the same time the waiting queue time has decreased for our customer, that was one of our first goals.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The way it has changed how we interact with our customers, thw shortcuts has made 50% of the work faster and more efficient since we can manage to answer more than 2 chats ate the same time. While you need to switch between chats windows and at the same time answer to the customers with accurate and personalized answers the shortcuts will be your best friends.

Cons:

At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our customers and for us too.

Reasons for switching to Salesforce Service Cloud

To improve the interaction between our agents and customers

Drew C.

Verified reviewer

Banking

1001-5000 employees

Used daily for more than 2 years

Review source

Reviewed February 2025

Great product, gives full customer information in one place

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location.

Cons:

Can take a little time for users to get used to the interface.

Reasons for switching to Salesforce Service Cloud

Product was a legacy system, that was being sunset

Joan C.

Verified reviewer

Financial Services

2-10 employees

Used daily for more than 2 years

Review source

Reviewed February 2025

Best Tool for Agents

Our team and I personally have had a very positive experience with Salesforce. We have a vast list of prospects and clients that require constant servicing. This service helps everyone keep current and add additional information as needed.

Ratings Breakdown

Ease of use

Value for money

Functionality

Pros:

Salelesforce made organization and following up very simple for myself and workplace.

Cons:

Although the pricing is a bit high, considering all the tools it provides, the value outweighs the cost.

Reasons for switching to Salesforce Service Cloud

The Excel spreadsheet was not interactive and only provided basic information.

Ayomikun O.

Verified reviewer

Information Technology and Services

201-500 employees

Used daily for less than 2 years

Review source

Reviewed February 2025

Salesforce review

Salesforce CRM made working on tickets seemless

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

Easily integrates with other products. Also, made working on tickets easy especially with the Documentations suggestions

Cons:

Can be a bit complex for new users initially.

Reasons for switching to Salesforce Service Cloud

Salesforce had a great user interface and improves productivity

Verified

Reviewer

Financial Services

51-200 employees

Used weekly for less than 2 years

Review source

Reviewed January 2026

great all in one platform for CRM

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

ability to centralize multiple client contact channels into one, for example phone, emails, social media and internal sales team. Ability to use Einstein, which is an add on

Cons:

bit of learning curve for new users and required licensed / trained salesforce consultant to customize the platform, this increases the cost of implementation

Jannette J.

Verified reviewer

Transportation/ Trucking/ Railroad

1001-5000 employees

Used daily for less than 2 years

Review source

Reviewed January 2026

Effective, But Can Be Complex

Overall, my experience with Salesforce Service Cloud was good. It helped centralize customer data and automate processes, though some features were complex and required additional training.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The reporting and dashboards provide clear insights into service performance, helping teams make data-driven decisions.

Cons:

Customizing workflows and reports can be time-consuming, especially for advanced use cases. Performance can lag when managing a high volume of cases or large datasets.

Showing 1 - 10 of 811 Reviews

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