Salesforce Service Cloud
Salesforce Service Cloud
37 reviews
WH Score
8.9

Top Salesforce Service Cloud Features

What are the Best Salesforce Service Cloud Features?

Phone System Features

  • Inbound Calling
  • Outbound Calling
  • Local Calling
  • International Calling
  • Three-Way Calling

Call Management & Administration

  • Call Waiting
  • Call Forwarding
  • Call Hold
  • Call Transfer
  • Call Redial
  • Call Popup
  • Call Back
  • Call Mute
  • Call Flip
  • Automatic Call Distribution (ACD)
  • Concurrent Call Sessions
  • Instant Response

Call Routing Types

  • Omnichannel Routing

Customer Management

  • Case Management
  • Account Management
  • Complaint/Feedback Management

Lead Management

  • Lead Generation

Reporting & Analytics

  • Call Log Reports
  • Progress Reports
  • Dashboard
  • Call Analytics
  • CX Analytics
  • Lead and Opportunity Tracking
  • Call Monitoring
  • Call Scoring
  • Call Summary

Drag-and-Drop Builders/Designers

  • Workflow Builder

Workflow Automation

  • Multi-Level Approval Workflows

Supported Channels

  • Voice
  • Chat/IM
  • SMS
  • Email

Chat/IM Management

  • Chatbots

Customizable Items

  • Custom Reports

File Management

  • File Sharing
  • File Transfers

Systems/Administrative

  • Knowledge Base
  • Storage
  • Work Offline
  • Sandbox

Data Management

  • Database Maintenance

Identity and Access Management (IAM)

  • Role Based Access Control (RBAC)

Governance, Risk, & Compliance (GRC)

  • Quality Management

Integration Options

  • APIs
  • Computer Telephony Integration (CTI)

Third-Party Integrations

  • Salesforce

Microsoft 365

  • Microsoft Outlook

Google Workspace

  • Gmail

Content Management

  • Knowledge Management

Learning Management

  • Examination Management

Course Management

  • Course Library

After-Sales Service

  • Phone Support
  • Chat Support
  • Help Center
  • Training/Tutorial
  • Advisory Services

Project Management Features

  • Workflow Management

Salesforce Service Cloud Top Features Related Review

G
Greg
Reviewed on 7 November 2019

Reliable but takes some time to learn it all

The software’s range of tools puzzled our team. Nonetheless, the long period it took to serve us was amazing. It is a great time and space saver. Its optimization could be better though.

Pros
  • The interface is interesting, it is inexpensive in terms of usage, and the tech service is top class.
Cons
  • A rather puzzling range of tools, its performance is horrible, and the optimization is incredibly terrible.
View All Salesforce Service Cloud Reviews

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