Is Salesforce Service Cloud Worth the Investment?

Nikita M.

Media-savvy content creator, with a curiosity for all Salesforce experiences.

Updated: Jan 10th, 2025

According to Help Scout, a software company dedicated to customer support solutions, found that 90% of customers expect an immediate response from agents and technicians. This makes sense in a digital-first era where it is the norm to find online customer support services powered by artificial intelligence (AI).

However, even though we live in a world that has AI technology available, many businesses are late to adopt, making call center agents still manually resolve between 50 -100 customer calls per day. 

At first glance, these key performance indicators seem impressive and portray agents as being super productive. But, being realistic and expecting employees to work this way (managing extreme volumes of repetitive cases) can lead to employee burnout and mistakes in service delivery.

For this reason, we want to share our knowledge about Salesforce Service Cloud. It’s a premium platform with AI tools effective at alleviating high volumes of workload for service teams by providing customers with self-service options. 

Let’s get started!

What is Salesforce Service Cloud? 

Service Cloud is a versatile Salesforce product designed to automate manual processes, speed up service tasks, and help agents quickly find the information they need. 

If you want to know more about Service Cloud, check out our Features and Capabilities article. We cover the specific AI tools with real use cases to show how teams use Salesforce Service Cloud to automate and streamline business processes. 

To briefly recap, here is a short list of capabilities AI + Service Cloud + Customer Service teams provide:

Create, Assign, and Track Cases

Automatically Route Cases to Agents

Intelligently Schedules Workloads to Reduce Employee Burnout

Houses a Knowledge Base to Support the Storage of Guidelines and Important Protocols

An Intuitive Console to Access AI Tools that Perform Customer Service Duties from a Single Location

Chat and Telephonic Integrated Systems

Self-Service Portals for Customers

Field Service Management Software for Teams Who Work On-Site

Automation of Customer Service Processes to Eliminate Manual Tasks

Collect Customer Feedback with Surveys

Salesforce Service Cloud Pricing 

So, the burning question is how much will an AI-powered product like Service Cloud in Salesforce cost a company? 

We already know that over 100 000 companies are signed up to Salesforce for customer relationship management (CRM). So, we are keen to hear your opinions on this investment. Let us know whether these Salesforce features used to manage cases across communication channels are worth the investment for your business. 

And if they are not hitting your goals, make sure to say so. We can help you with custom no-code solutions that take Salesforce products to the next level. 

Now, let’s take a look at the table below showcasing Service Cloud’s different editions and pricing models. 

While we are discussing money, you might be interested in our product fees for Salesforce products. Take a look at our individual apps for a guide in your planning of Salesforce CRM pricing. 

Salesforce Service Cloud Voice for Phone Support

Depending on the edition you choose, you get the ability to upgrade your phone call systems with Salesforce AI technology. This is why it is so important to match your cloud-based voice service software to your business requirements. 

The tools that you get from Salesforce Service Cloud will allow support teams to be more productive when resolving customer issues over the phone. This is because the tools are AI-powered and integrate directly with voice and digital channels. Here’s what Service Cloud Voice in Salesforce can do for your business:

Agents boost work productivity over phone calls with AI features.

Agents resolve complaints faster than before to retain customers.

Businesses get extensive software to manage their customer data and call centers. 

Service Cloud Voice Pricing 

Once again, we are sure you want to know how much this Salesforce solution is going to cost. Take a look at the table below to figure out which Salesforce Service Cloud Voice pricing model will work best for your business. 

If you want to find out more about how Service Cloud Voice is set up, make sure to check out Salesforce’s official Help pages. 

Salesforce Einstein AI: Service Cloud Einstein 

If you are looking for generative AI technology to support your customer support teams, you want the software features from Einstein for Service. 

Here are some of the Salesforce Service Cloud AI features that make tasks and processes faster for customer service agents:

Work Summaries

Contextual and Knowledge Grounded Service Replies

Einstein Bots

Bot Templates and Blocks

Salesforce Service Cloud Benefits for Your Business

Salesforce Service Cloud with Einstein features is quite a powerful combination. With this integration, not only do agents and technicians get optimized processes to relieve mountains of support calls, but customers also get the digital-first experience they expect from modern business. So, let’s take a look at three direct benefits a business can get in the real world from Salesforce Service Cloud + Einstein. 

Maintain Customer Satisfaction Levels

Service teams focus a lot of energy on delivering the best experiences to customers. The intent is to keep customers happy and loyal to ensure long-lasting business relationships. With Salesforce AI Cloud and Service Cloud, agents get a complete view of customer data, which includes:

Customer Interactions with the Company

Tools to Deliver Personalized Support Across Many Communication Channels

AI Features to Efficiently Complete Work Tasks

Reduced Manual Work for Customer Service Professionals

With Salesforce Service Cloud solutions, agents and technicians get access to the following tools to complete processes without much effort:

The Lightning Service Console

AI-Powered Features for Recommendations

Automation Tools

Do More By Automating Customer Service Processes

The best part about Salesforce Service Cloud’s services is that it is designed for businesses that need support in the customer service space. Whether you are part of a start-up company or a massive organization, Service Cloud provides contact centers and on-site teams with the ability to:

Automate Case Management with Omni-Channel Routing

Create Self-Service Portals for Customers to Alleviate Workloads

Integrate Analytics to Understand Data Better

Wrapping Up Salesforce Service Cloud for Business Transformations

Thanks for reading our article on this powerful Cloud for Services. Salesforce is the world’s leading provider of CRM solutions, and they deliver a versatile platform for customer service management. 

In the article, we covered Salesforce’s Service Cloud for CRM and the different editions you could choose to improve employee productivity. We also covered how this digital workspace helps agents get AI-powered tools for phone support. Then, we introduced some of the benefits that a Salesforce Service Cloud integration could offer your business. If you need anything more, please feel free to let us know. We would love to hear your thoughts and continue the discussion. 

If you are looking for more content on customer support, make sure to check out our Service Cloud Contract Management article. 

See you soon!

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us