Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
| Product | Market Share (%) |
|---|---|
| Salesforce Service Cloud | 10.8% |
| Microsoft Dynamics CRM | 13.2% |
| Zendesk | 7.4% |
| Other | 68.6% |
| Type | Title | Date | |
|---|---|---|---|
| Category | CRM Customer Engagement Centers | Feb 8, 2026 | Download |
| Product | Reviews, tips, and advice from real users | Feb 8, 2026 | Download |
| Comparison | Salesforce Service Cloud vs Microsoft Dynamics CRM | Feb 8, 2026 | Download |
| Comparison | Salesforce Service Cloud vs ServiceNow Customer Service Management | Feb 8, 2026 | Download |
| Comparison | Salesforce Service Cloud vs Zendesk | Feb 8, 2026 | Download |
| Title | Rating | Mindshare | Recommending | |
|---|---|---|---|---|
| ServiceNow | 4.3 | N/A | 91% | 224 interviewsAdd to research |
| Microsoft Dynamics CRM | 3.9 | 13.2% | 93% | 79 interviewsAdd to research |
| Company Size | Count |
|---|---|
| Small Business | 18 |
| Midsize Enterprise | 12 |
| Large Enterprise | 21 |
| Company Size | Count |
|---|---|
| Small Business | 78 |
| Midsize Enterprise | 38 |
| Large Enterprise | 135 |
Salesforce Service Cloud was previously known as Service Cloud.
Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva
| Author info | Rating | Review Summary |
|---|---|---|
| Lead Solutions Architect at a financial services firm with 11-50 employees | 3.5 | In my experience with Salesforce Service Cloud, it excels in B2B sales with its pre-built packages and automation, though it could benefit from simplification and consistent features. Substantial maintenance is required for ROI, especially without external integration tools. |
| Preseales And Solution Head at Tata Consultancy | 3.5 | I use Salesforce Service Cloud mainly for field service; it's stable, customer-centric, and improves operations, though it needs better asset focus. Setup is easy, ROI varies, and while support is good, asset-heavy users may prefer alternatives. |
| Assosiate Partner at Autana Business Partners | 4.5 | I’ve used Salesforce Service Cloud for over a decade; it’s user-friendly, scalable, and reliable, though expensive. It boosts productivity, but configuring automation flows is tough due to limited technical talent. Overall, I’d rate it 9 out of 10. |
| Head Of Information Technology at SAISOFT | 4.5 | I find Salesforce Service Cloud reliable, scalable, and easy to set up, with strong customization and workflow features, though case resolution could be simpler. Support depends on partners, but overall, it offers good value and I'd recommend it. |
| Application Owner at a government with 1,001-5,000 employees | 4.0 | I used Salesforce Service Cloud to help sales agents track visits, gather customer feedback, and capture orders. Its mobile capabilities were valuable, but it was costly compared to our existing SAP CRM solution. We're exploring new options like SAP Marketing Cloud. |
| Senior Salesforce Engineer at a computer software company with 10,001+ employees | 4.5 | We use Salesforce Service Cloud for customer service at an American apparel brand, offering multiple communication channels like email and chatbots. It's a great platform but needs AI improvements; omnichannel routing is challenging to manage. |
| Director - Customer Experience at a consultancy with 10,001+ employees | 4.0 | As a system integrator, I implement Salesforce Service Cloud to enhance customer interactions. While real-time intelligence is valuable, improvements are needed in analytics speed, SLA management, and AI-driven knowledge management. Salesforce is preferred over ServiceNow for larger organizations. |
| CTO at Glenavoo Digital | 2.0 | I've used Salesforce Service Cloud for SLA management due to company policy, but find it standard and hard to customize, with weak media handling. While integration with Salesforce is helpful, I preferred Zendesk based on team feedback. |
