Mobile User Support	Based on 494 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows software to be easily used on multiple mobile devices include phone and tablet devices.	78% (Based on 494 reviews)
Customization	Based on 751 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.	83% (Based on 751 reviews)
User, Role, and Access Management	Based on 631 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.	86% (Based on 631 reviews)
Integration	Based on 549 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Integrates with other customer service software to improve support and enhance functionality	82% (Based on 549 reviews)
Reporting	Based on 1084 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides analytics tools that reveal important business metrics and track progress	82% (Based on 1,084 reviews)
Dashboards	Based on 1104 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Displays important metrics relating to performance	82% (Based on 1,104 reviews)
Reporting & Dashboards	Access pre-built and custom reports and dashboards for viewing 179 reviewers of Salesforce Service Cloud have provided feedback on this feature.	85% (Based on 179 reviews)
API & Integrations	Based on 179 Salesforce Service Cloud reviews. The number of sources from which the platform can pull customer data and how well those integrations are supported.	83% (Based on 179 reviews)
Data Import & Export Tools	Ability to input, modify, and extract data from the application in bulk through a structured file. This feature was mentioned in 177 Salesforce Service Cloud reviews.	84% (Based on 177 reviews)
Workflow Capability	Based on 176 Salesforce Service Cloud reviews. Automates everday customer success functions for more efficient and effective day-to-day processes.	84% (Based on 176 reviews)
Notifications	Set alerts for customer actions in order to respond quickly and proactively. This feature was mentioned in 177 Salesforce Service Cloud reviews.	82% (Based on 177 reviews)
Customization	Allows administrators to accommodate their unique process. Includes ability to create custom objects, fields, rules, calculations, and views. This feature was mentioned in 174 Salesforce Service Cloud reviews.	88% (Based on 174 reviews)
Scalability	As reported in 177 Salesforce Service Cloud reviews. Ability for the platform to grow with the user's company and support an increasing number of customers and users within the platform.	88% (Based on 177 reviews)
Data Security	The measures taken to ensure that the customer data being held within the platform is being hosted in a safe environment and is not prone to risks. 174 reviewers of Salesforce Service Cloud have provided feedback on this feature.	90% (Based on 174 reviews)
Performance & Reliability	Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond. This feature was mentioned in 172 Salesforce Service Cloud reviews.	88% (Based on 172 reviews)
User, Role, and Access Management	Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. 173 reviewers of Salesforce Service Cloud have provided feedback on this feature.	89% (Based on 173 reviews)

Ticket and Case Management

Ticket Creation User Experience		Based on 1126 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of creating and submitting a ticket	85% (Based on 1,126 reviews)
Ticket Response User Experience		Based on 1124 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. User Experience of responding and receiving a response	84% (Based on 1,124 reviews)
Workflow		Based on 1154 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Route tickets based on values of fields, changes to ticket status and time based conditions	83% (Based on 1,154 reviews)
Automated Response		Based on 1080 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Respond to common requests with standard reply	82% (Based on 1,080 reviews)
SLA Management	See feature definition	Offers tools for managing and tracking service-level agreements (SLAs) This feature was mentioned in 904 Salesforce Service Cloud reviews.	81% (Based on 904 reviews)
Attachments/Screencasts		Based on 1094 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Documents and files can be attached to the ticket to communicate with customer issues/resolutions	79% (Based on 1,094 reviews)
Ticket Collaboration		Based on 1076 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Share and collaborate on tickets with multiple customer service representatives	82% (Based on 1,076 reviews)
Customer/Contact Database		Based on 956 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Central repository for account and contact information	85% (Based on 956 reviews)

Communication Channels

Customer Portal	Based on 950 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents	84% (Based on 950 reviews)
Email to Case	Based on 1133 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket	86% (Based on 1,133 reviews)
Live Chat Support	Ability for customer service agents to communicate with customers via live chat to solve problems live This feature was mentioned in 776 Salesforce Service Cloud reviews.	81% (Based on 776 reviews)
Social Media Integration	Based on 738 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks	80% (Based on 738 reviews)
Voice	Based on 697 Salesforce Service Cloud reviews. Make and receive calls directly in the application. Track and record calls for analysis.	81% (Based on 697 reviews)

Customer Information

Customer Health Scores	As reported in 181 Salesforce Service Cloud reviews. Provides users a customer-specific score to determine the overall satisfaction of each customer.	80% (Based on 181 reviews)
Customer Monitoring	Monitor customer actions overall as well as their interactions with different teams within the company, such as the support team 180 reviewers of Salesforce Service Cloud have provided feedback on this feature.	83% (Based on 180 reviews)
Customer Profiles	As reported in 178 Salesforce Service Cloud reviews. Gain a holistic view of your customers. Create customer profiles based on data pulled in from multiple sources including CRMs, service desks, marketing tools, and financial systems such as accounting and payroll software.	83% (Based on 178 reviews)
Playbooks	Based on 176 Salesforce Service Cloud reviews. Create and structure key customer success processes into a "playbook" to create unified team best practices for handling customers.	76% (Based on 176 reviews)
Customer Segments	Based on 178 Salesforce Service Cloud reviews. Separate customers into similar segments based on criteria such as subscription models, support needs, or usage behaviors to allow for more personalized and specific attention.	79% (Based on 178 reviews)
Product Engagement	Based on 175 Salesforce Service Cloud reviews. Identify which customers are getting the most out of your products or services and highlight those who have not yet fully adopted or may need further training.	81% (Based on 175 reviews)
Surveys	Allows users to create and send out surveys to customers to determine net promoter scores and other key satisfaction information. 179 reviewers of Salesforce Service Cloud have provided feedback on this feature.	78% (Based on 179 reviews)

Predictions

Churn Risk	Calculates the risk that your customers will not renew or continue using your product or service. 172 reviewers of Salesforce Service Cloud have provided feedback on this feature.	73% (Based on 172 reviews)
Upsell Opportunities	As reported in 173 Salesforce Service Cloud reviews. Discovers and highlights factors that lead to upsell opportunities.	77% (Based on 173 reviews)
Custom Triggers	Allows users to set custom triggers to signal actions that will lead a customer to act in a particular way. 171 reviewers of Salesforce Service Cloud have provided feedback on this feature.	82% (Based on 171 reviews)
Machine Learning	Based on 170 Salesforce Service Cloud reviews. Ability for the platform to learn and improve predictions based on previous customer behavior and a growing database of customer information.	72% (Based on 170 reviews)

Survey Management

Brand Design Consistency	Creates feedback forms that are consistent with the design of the site. 26 reviewers of Salesforce Service Cloud have provided feedback on this feature.	88% (Based on 26 reviews)
Survey Deployment	Supports the creation and deployment of different survey types on different channels or devices. 26 reviewers of Salesforce Service Cloud have provided feedback on this feature.	83% (Based on 26 reviews)
Feedback Collection	As reported in 26 Salesforce Service Cloud reviews. Solicits, captures, and centralizes feedback from both structured and unstructured sources.	87% (Based on 26 reviews)
Device Responsiveness	Allows designs to adapt automatically to the device that users access the survey or software. This feature was mentioned in 26 Salesforce Service Cloud reviews.	88% (Based on 26 reviews)

Process Management

Feedback Aggregation	Based on 26 Salesforce Service Cloud reviews. Aggregates feedback and transforms feedback into actionable insights.	83% (Based on 26 reviews)
Trigger Alerts	Triggers creation of a new case after customer leaves feedback. 25 reviewers of Salesforce Service Cloud have provided feedback on this feature.	85% (Based on 25 reviews)
Real-Time Analysis	Analyze collected feedback near or in real-time. This feature was mentioned in 26 Salesforce Service Cloud reviews.	87% (Based on 26 reviews)
Real-Time Action	Trigger strategic workflows to quickly resolve issues and increase customer satisfaction. This feature was mentioned in 25 Salesforce Service Cloud reviews.	85% (Based on 25 reviews)

System Management

Security		Based on 26 Salesforce Service Cloud reviews. Provides a secure and compliant system.	91% (Based on 26 reviews)
System Monitoring		As reported in 25 Salesforce Service Cloud reviews. Continually inspects, audits, and monitors system to keep it up to date.	87% (Based on 25 reviews)

Self-Service Experience

Knowledge Base	Provides a repository of information that can be used by those seeking support. This feature was mentioned in 579 Salesforce Service Cloud reviews.	86% (Based on 579 reviews)
Searchable Articles	Makes articles in the knowledge base searchable on the web. This feature was mentioned in 566 Salesforce Service Cloud reviews.	83% (Based on 566 reviews)
Community Forums	As reported in 515 Salesforce Service Cloud reviews. Enables users to engage with other users to solve common issues.	83% (Based on 515 reviews)
Mobile Optimization	As reported in 201 Salesforce Service Cloud reviews. Optimizes the customer self-service experience on mobile devices	79% (Based on 201 reviews)
Personalization	Based on 211 Salesforce Service Cloud reviews. Gives the user targeted, personalized results based on their activity or preferences	84% (Based on 211 reviews)

Self-Service Platform

Branding	As reported in 210 Salesforce Service Cloud reviews. Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc.	84% (Based on 210 reviews)
Automation	Automates some or all operation related tasks 215 reviewers of Salesforce Service Cloud have provided feedback on this feature.	86% (Based on 215 reviews)
Artificial Intelligence	Utilizes artificial intelligence to improve workflows or customer experiences This feature was mentioned in 186 Salesforce Service Cloud reviews.	76% (Based on 186 reviews)
Integrations	Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools This feature was mentioned in 202 Salesforce Service Cloud reviews.	85% (Based on 202 reviews)

Communication

Pop-up Chat	Based on 296 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.	85% (Based on 296 reviews)
Notifications	Based on 315 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Delivers notifications to both sides of the conversation.	86% (Based on 315 reviews)
Targeted Emails	Based on 261 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Sends automated emails to further engage clients and potential clients.	84% (Based on 261 reviews)
In-App Messaging	Based on 263 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows for live chat to be enabled within the app for customer help.	85% (Based on 263 reviews)
Co-Browsing	Allows agents to join a customer's browser session and navigate through the website with them. 146 reviewers of Salesforce Service Cloud have provided feedback on this feature.	78% (Based on 146 reviews)

Internal Use

Customization	Based on 751 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows users to customize chat colors, text, logos, and branding.	83% (Based on 751 reviews)
Conversation Archiving	Based on 283 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Archives conversations in a separate location for later reference.	83% (Based on 283 reviews)
Lead Development	Based on 275 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Enables employees to denote potential customers.	84% (Based on 275 reviews)
Knowledge Base	Based on 305 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Establishes a knowledge base for employee reference during conversations.	84% (Based on 305 reviews)
Team Inbox	Based on 276 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Provides a central location for help requests, helping employees respond sooner.	85% (Based on 276 reviews)
Customer Profiles	Based on 309 Salesforce Service Cloud reviews and verified by the G2 Product R&D team. Allows for the creation of profiles for contacts and customers.	87% (Based on 309 reviews)

Process

Mentions	Based on 233 Salesforce Service Cloud reviews. Scours various channels for brand mentions to proactively seek reparative communications.	86% (Based on 233 reviews)
Tickets	Creates and assigns support tickets, scheduling them in a timely manner. This feature was mentioned in 253 Salesforce Service Cloud reviews.	86% (Based on 253 reviews)
Macros	As reported in 214 Salesforce Service Cloud reviews. Allows administrators to create templated responses to frequently asked questions.	83% (Based on 214 reviews)

Channels

Email	Ability to connect agents with customers through Live Chat. 262 reviewers of Salesforce Service Cloud have provided feedback on this feature.	88% (Based on 262 reviews)
Social	Based on 237 Salesforce Service Cloud reviews. Connects employees with customers through a social media solution.	84% (Based on 237 reviews)
Live Chat	Ability to connect agents with customers through email. 220 reviewers of Salesforce Service Cloud have provided feedback on this feature.	85% (Based on 220 reviews)
Phone	Connects employees with customers through a calling solution. This feature was mentioned in 222 Salesforce Service Cloud reviews.	86% (Based on 222 reviews)
Text	Ability to connect agents with customers through text message solution. This feature was mentioned in 203 Salesforce Service Cloud reviews.	86% (Based on 203 reviews)
Multi-Channel Coverage	Software incorporates multiple digital communications channels. This feature was mentioned in 109 Salesforce Service Cloud reviews.	84% (Based on 109 reviews)
Open Listening	Allows incorporation of inbound contacts from non-marketing channels. 107 reviewers of Salesforce Service Cloud have provided feedback on this feature.	83% (Based on 107 reviews)
Physical Media	As reported in 106 Salesforce Service Cloud reviews. Includes physical media (mail, flyers, billboards, etc.) in the channels mix.	74% (Based on 106 reviews)
Voice	Provides voice call functionality. This feature was mentioned in 256 Salesforce Service Cloud reviews.	74% (Based on 256 reviews)
Social	As reported in 250 Salesforce Service Cloud reviews. Provides an interface for one or more social media channels.	73% (Based on 250 reviews)
Web Chat	Includes or integrates with live chat initiaited from the company's web site. 254 reviewers of Salesforce Service Cloud have provided feedback on this feature.	78% (Based on 254 reviews)
Mobile SMS	As reported in 248 Salesforce Service Cloud reviews. Accepts contacts initiated through SMS or other mobile text functions.	73% (Based on 248 reviews)
Email	As reported in 262 Salesforce Service Cloud reviews. Allows CSRs to receive and answer customer emails.	87% (Based on 262 reviews)

Insight

Surveys	Provides opportunity for customers to give feedback through a survey. 219 reviewers of Salesforce Service Cloud have provided feedback on this feature.	85% (Based on 219 reviews)
Reporting	Enables administrators to create customized reports reflecting customer satisfaction. 254 reviewers of Salesforce Service Cloud have provided feedback on this feature.	88% (Based on 254 reviews)
Visitor Activity	As reported in 193 Salesforce Service Cloud reviews. Allows administrators to track visitor activity to understand the research that was done before turning to customer service.	85% (Based on 193 reviews)
Help Desk	Based on 241 Salesforce Service Cloud reviews. Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.	87% (Based on 241 reviews)

Administration

Database Management	As reported in 212 Salesforce Service Cloud reviews. Administrators can access and organize data related to incidents, requests, and changes to produce reports or make data more navigable.	88% (Based on 212 reviews)
Data Workflows	Operationalizes data delivery workflows to easily scale repeatable preparation needs This feature was mentioned in 211 Salesforce Service Cloud reviews.	88% (Based on 211 reviews)
Issue Management	Provide workflows to create and escalate issues related to risks and requests 208 reviewers of Salesforce Service Cloud have provided feedback on this feature.	86% (Based on 208 reviews)
Integrations	Based on 194 Salesforce Service Cloud reviews. Integrates with live chat, chatbots, help desk, or other customer service software	85% (Based on 194 reviews)
User, Role, and Access Management	Grant access to select data, features, objects, etc. based on the users, user role, groups, etc. This feature was mentioned in 196 Salesforce Service Cloud reviews.	89% (Based on 196 reviews)
Performance and Reliability	Based on 200 Salesforce Service Cloud reviews. Software is consistently available (uptime) and allows users to complete tasks quickly because they are not waiting for the software to respond to an action they took	89% (Based on 200 reviews)
Automation	Based on 49 Salesforce Service Cloud reviews. Automates some or all operation related tasks	81% (Based on 49 reviews)
Performance Analysis	As reported in 48 Salesforce Service Cloud reviews. Monitors call volume and quality to evaluate agent performance.	82% (Based on 48 reviews)
Dashboards	Based on 48 Salesforce Service Cloud reviews. Has a centralized dashboard for users to interact with.	83% (Based on 48 reviews)
Forecasting	Forecasts scheduling needs based on historical data. This feature was mentioned in 47 Salesforce Service Cloud reviews.	74% (Based on 47 reviews)
Intraday Management	As reported in 47 Salesforce Service Cloud reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed.	75% (Based on 47 reviews)

Compliance

Policies and Controls	Ability to control file/folder access by user or group, external sharing permissions, editing policies, device location restrictions, sharing by device, etc. 211 reviewers of Salesforce Service Cloud have provided feedback on this feature.	86% (Based on 211 reviews)
Data Governance	Ensures user access management, data lineage, and data encryption 209 reviewers of Salesforce Service Cloud have provided feedback on this feature.	87% (Based on 209 reviews)
Compliance	Based on 209 Salesforce Service Cloud reviews. Deliver standard reports for compliance standards and frameworks such as ISO, SOX, PCI, and HIPAA.	86% (Based on 209 reviews)
Auditing	Perform ad-hoc or ongoing IT audits at different levels of the company. This feature was mentioned in 206 Salesforce Service Cloud reviews.	85% (Based on 206 reviews)

Data Security

Risk Data Attributes	Identify risk data attributes such as description, category, owner, or hierarchy. 201 reviewers of Salesforce Service Cloud have provided feedback on this feature.	86% (Based on 201 reviews)
Data Transport	Based on 202 Salesforce Service Cloud reviews. Protects data with some form of encryption as it leaves your secure or local network.	87% (Based on 202 reviews)
Access Management	Allows administrators to set user access privileges to permit approved parties to access sensitive data. This feature was mentioned in 203 Salesforce Service Cloud reviews.	90% (Based on 203 reviews)
Multi-Factor Authentication	Based on 203 Salesforce Service Cloud reviews. Requires a second level of authentication, such as sms messaging or customized tokens, to access data.	91% (Based on 203 reviews)

Design

Communications Strategy Development	Allows planning and deployment of an overall communications strategy. This feature was mentioned in 103 Salesforce Service Cloud reviews.	83% (Based on 103 reviews)
Create Content	Includes or integrates with content creation apps. 104 reviewers of Salesforce Service Cloud have provided feedback on this feature.	79% (Based on 104 reviews)
Personalization	Based on 106 Salesforce Service Cloud reviews. Outbound communications are segmented and personalized.	81% (Based on 106 reviews)
Inbound Identification	As reported in 106 Salesforce Service Cloud reviews. Inbound contacts are identified and handled based on history.	83% (Based on 106 reviews)
Regulatory Compliance	Software verifies compliance with GDPR, CAN-SPAM, and other legal requirements. This feature was mentioned in 103 Salesforce Service Cloud reviews.	84% (Based on 103 reviews)

Usability

All-Employee Access	Based on 182 Salesforce Service Cloud reviews. Permits use by job roles outside of service department	87% (Based on 182 reviews)
Supporting Documents	Based on 186 Salesforce Service Cloud reviews. Allows linking of useful information such as screen shots	86% (Based on 186 reviews)
Two-Way Communication	Provides direct contact between CSRs and customers outside of milestones This feature was mentioned in 184 Salesforce Service Cloud reviews.	87% (Based on 184 reviews)

Reporting

Priority Case Alerts	Informs stakeholders of activity on escalated or high-value cases This feature was mentioned in 183 Salesforce Service Cloud reviews.	87% (Based on 183 reviews)
Trend Analysis	Evaluates frequency of types of complaints This feature was mentioned in 177 Salesforce Service Cloud reviews.	83% (Based on 177 reviews)
Performance Monitoring	Includes a dashboard or other means of performance monitoring 180 reviewers of Salesforce Service Cloud have provided feedback on this feature.	86% (Based on 180 reviews)

Quality Assurance

Evaluation	As reported in 64 Salesforce Service Cloud reviews. Provides tools for evaluating customer interactions	87% (Based on 64 reviews)
Calibration	Offers features for maintaining fair and consistent scoring This feature was mentioned in 61 Salesforce Service Cloud reviews.	86% (Based on 61 reviews)
Reports	Generates quality and performance reports This feature was mentioned in 63 Salesforce Service Cloud reviews.	85% (Based on 63 reviews)

Engagement

Feedback	Tools for providing personalized feedback and coaching sessions This feature was mentioned in 62 Salesforce Service Cloud reviews.	87% (Based on 62 reviews)
Dashboards	Provides a centralized dashboard for agents to view their scores and feedback 62 reviewers of Salesforce Service Cloud have provided feedback on this feature.	87% (Based on 62 reviews)
Training	Based on 62 Salesforce Service Cloud reviews. Tools for educating and training agents	87% (Based on 62 reviews)

Performance

Integrations		Integrates with other customer service or CRM software 62 reviewers of Salesforce Service Cloud have provided feedback on this feature.	87% (Based on 62 reviews)
Compliance		Based on 62 Salesforce Service Cloud reviews. Helps ensure customer privacy and data protection	87% (Based on 62 reviews)

Functions

Session Routing	Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 250 Salesforce Service Cloud reviews.	78% (Based on 250 reviews)
Session Queuing	As reported in 247 Salesforce Service Cloud reviews. Callers can be routed to a queue or placed on hold until an agent becomes available.	79% (Based on 247 reviews)
Concurrent Calling	Place a large or unlimited volume of calls simultaneously without diminishing the call quality. 239 reviewers of Salesforce Service Cloud have provided feedback on this feature.	75% (Based on 239 reviews)
Speech Analytics	Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 236 Salesforce Service Cloud reviews.	71% (Based on 236 reviews)
Auto Dialer	Has auto dialing or predictive dialing functions for outbound use. This feature was mentioned in 238 Salesforce Service Cloud reviews.	71% (Based on 238 reviews)
IVR	Based on 241 Salesforce Service Cloud reviews. Includes an interactive phone menu.	71% (Based on 241 reviews)
Inbound Screen Pop	Based on 241 Salesforce Service Cloud reviews. Populates CSR's screen with available customer data.	76% (Based on 241 reviews)
Persistent Data	Maintains and shares information across channels and agents as the case progresses. 240 reviewers of Salesforce Service Cloud have provided feedback on this feature.	80% (Based on 240 reviews)

Administrative

Session Summary Notes	Based on 237 Salesforce Service Cloud reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history.	78% (Based on 237 reviews)
Administrator Access	Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. 242 reviewers of Salesforce Service Cloud have provided feedback on this feature.	84% (Based on 242 reviews)
Reporting & Dashboards	As reported in 240 Salesforce Service Cloud reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards.	85% (Based on 240 reviews)
Session Recording	Based on 230 Salesforce Service Cloud reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes.	77% (Based on 230 reviews)
Agent Scheduling and Assignment	Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. 234 reviewers of Salesforce Service Cloud have provided feedback on this feature.	76% (Based on 234 reviews)

Knowledge Management

Knowledge Base	Based on 205 Salesforce Service Cloud reviews. Enables the creation of an internal repository of knowledge articles	87% (Based on 205 reviews)
Publishing Workflows	Based on 197 Salesforce Service Cloud reviews. Provides workflows for writing, editing, approving, and publishing knowledge article content	85% (Based on 197 reviews)
Analytics	Helps users understand which knowledge articles are working and identifies areas of improvement This feature was mentioned in 195 Salesforce Service Cloud reviews.	84% (Based on 195 reviews)

Customer Support

Intelligent Search	As reported in 196 Salesforce Service Cloud reviews. Offers a search function that auto-suggests the knowledge articles that best fit the agent’s query	81% (Based on 196 reviews)
Suggestions	As reported in 189 Salesforce Service Cloud reviews. Analyzes customer support tickets or conversations to suggest relevant knowledge articles	81% (Based on 189 reviews)
Decision Trees	Allows for the creation of flowcharts or decision trees that guide agents step-by-step through resolving customer issues This feature was mentioned in 178 Salesforce Service Cloud reviews.	80% (Based on 178 reviews)
Text	Based on 117 Salesforce Service Cloud reviews. Is able to process inquiries submitted by text data from live chat, email, or SMS	83% (Based on 117 reviews)
Speech	Comprehends human speech and can transcribe it to text for processing This feature was mentioned in 112 Salesforce Service Cloud reviews.	78% (Based on 112 reviews)
Knowledge Base	The AI is able to access the company's internal knowledge to inform and guide responses to customer inquiries 112 reviewers of Salesforce Service Cloud have provided feedback on this feature.	81% (Based on 112 reviews)

Workforce Management

Agent Availability	As reported in 49 Salesforce Service Cloud reviews. Offers complete visibility into agent availability to efficiently create and manage schedules.	78% (Based on 49 reviews)
Skills Management	Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. 49 reviewers of Salesforce Service Cloud have provided feedback on this feature.	78% (Based on 49 reviews)
Shift Scheduling	Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. 48 reviewers of Salesforce Service Cloud have provided feedback on this feature.	72% (Based on 48 reviews)
Agent Self-Service	Based on 48 Salesforce Service Cloud reviews. Allows agents to set their own preferences, request time off, and trade shifts.	77% (Based on 48 reviews)
Mobile Access	Allows users to access the software using mobile devices. 48 reviewers of Salesforce Service Cloud have provided feedback on this feature.	73% (Based on 48 reviews)

Conversational Platform

Personalization	As reported in 89 Salesforce Service Cloud reviews. Identifies the customer and personalizes interaction at every touchpoint.	85% (Based on 89 reviews)
Omnichannel	As reported in 88 Salesforce Service Cloud reviews. Allows multiple related channels to interact at once to reduce transfers.	86% (Based on 88 reviews)
Contextual Engagement	As reported in 87 Salesforce Service Cloud reviews. Prompts agents to engage customers based on contextual data, such as product usage or conversation history.	80% (Based on 87 reviews)
Proactive Engagement	Provides features for sending outbound messages to engage customers through proactive support. This feature was mentioned in 90 Salesforce Service Cloud reviews.	82% (Based on 90 reviews)

Support Automation

Intelligent Routing	Based on 88 Salesforce Service Cloud reviews. Can route contacts to agents the customer has worked with before.	81% (Based on 88 reviews)
Seamless Escalation	Provides features for escalating conversations to the appropriate agent. This feature was mentioned in 87 Salesforce Service Cloud reviews.	81% (Based on 87 reviews)
Transcripts	Based on 88 Salesforce Service Cloud reviews. Maintains a transcript of conversations from all channels.	80% (Based on 88 reviews)
Self-Serve Support	Enables customers to resolve queries or issues without the assistance of an agent. This feature was mentioned in 86 Salesforce Service Cloud reviews.	78% (Based on 86 reviews)

Automation

Ticket Resolution	As reported in 114 Salesforce Service Cloud reviews. The platform is able to automatically determine how to resolve help tickets without assistance by human agents	81% (Based on 114 reviews)
Customization	As reported in 115 Salesforce Service Cloud reviews. The platform's responses to customers can be customized to improve comprehension, relatability, and emotional intelligence	81% (Based on 115 reviews)
Intelligent Routing	When the AI is unable to process a particular type of customer request, it is able to determine which is the best agent to refer the ticket to 114 reviewers of Salesforce Service Cloud have provided feedback on this feature.	80% (Based on 114 reviews)

Artificial Intelligence

Learning	The AI platform is able to learn over time on how to interpret each type of customer inquiry and improve the quality of their responses This feature was mentioned in 110 Salesforce Service Cloud reviews.	76% (Based on 110 reviews)
Language	As reported in 110 Salesforce Service Cloud reviews. Multilingual capabilities allow the AI to process inquiries from many languages	77% (Based on 110 reviews)
Conversational AI	The AI's responses to customer inquiries provide human-like organic conversations. The platform is able to understand a question no matter how it's worded and provide comprehensive answers This feature was mentioned in 107 Salesforce Service Cloud reviews.	72% (Based on 107 reviews)

Generative AI

AI Text Generation	As reported in 116 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.	74% (Based on 116 reviews)
AI Text Summarization	Condenses long documents or text into a brief summary. This feature was mentioned in 115 Salesforce Service Cloud reviews.	73% (Based on 115 reviews)
AI Text Generation	Allows users to generate text based on a text prompt. 96 reviewers of Salesforce Service Cloud have provided feedback on this feature.	77% (Based on 96 reviews)
AI Text Summarization	As reported in 95 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	76% (Based on 95 reviews)
AI Text-to-Speech	As reported in 96 Salesforce Service Cloud reviews. Simulates human-like speech from text inputs.	77% (Based on 96 reviews)
AI Text Summarization	Condenses long documents or text into a brief summary. 115 reviewers of Salesforce Service Cloud have provided feedback on this feature.	72% (Based on 115 reviews)
AI Text Generation	Allows users to generate text based on a text prompt. This feature was mentioned in 43 Salesforce Service Cloud reviews.	77% (Based on 43 reviews)
AI Text Summarization	Condenses long documents or text into a brief summary. This feature was mentioned in 43 Salesforce Service Cloud reviews.	79% (Based on 43 reviews)
AI Text-to-Speech	Simulates human-like speech from text inputs. 200 reviewers of Salesforce Service Cloud have provided feedback on this feature.	70% (Based on 200 reviews)
AI Text Summarization	As reported in 136 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	75% (Based on 136 reviews)
AI Text Generation	Allows users to generate text based on a text prompt. 53 reviewers of Salesforce Service Cloud have provided feedback on this feature.	76% (Based on 53 reviews)
AI Text Summarization	Based on 54 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	78% (Based on 54 reviews)
AI Text Generation	Based on 159 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.	75% (Based on 159 reviews)
AI Text Summarization	Based on 160 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	76% (Based on 160 reviews)
AI Text Generation	Allows users to generate text based on a text prompt. 84 reviewers of Salesforce Service Cloud have provided feedback on this feature.	73% (Based on 84 reviews)
AI Text Summarization	As reported in 84 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	73% (Based on 84 reviews)
AI Text Generation	Based on 102 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.	73% (Based on 102 reviews)
AI Text Summarization	As reported in 101 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	74% (Based on 101 reviews)
AI Text Generation	As reported in 147 Salesforce Service Cloud reviews. Allows users to generate text based on a text prompt.	71% (Based on 147 reviews)
AI Text Summarization	Condenses long documents or text into a brief summary. This feature was mentioned in 145 Salesforce Service Cloud reviews.	71% (Based on 145 reviews)
AI Text Generation	Allows users to generate text based on a text prompt. This feature was mentioned in 68 Salesforce Service Cloud reviews.	80% (Based on 68 reviews)
AI Text Summarization	As reported in 69 Salesforce Service Cloud reviews. Condenses long documents or text into a brief summary.	80% (Based on 69 reviews)