Get to Know Service Cloud

Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how great customer service leads to business growth.
  • Explain how Service Cloud influenced Salesforce's position in the market.

Customer Experience Is the New Brand Differentiator

Businesses are always looking for better ways to keep their customers happy and engaged. If customer satisfaction is their goal, then great customer service is the way to go. Did you know that customers care as much about their customer experiences as the products they buy?

It’s true. Our State of Marketing report shows that 80 percent of customers say the experience a company provides is just as important as its products and services. 

Wow. You might also expect that when a business doesn’t provide a good customer service experience, it doesn’t grow or keep its existing customers. That’s where Service Cloud can help. 

Take Customer Service to the Next Level

Salesforce is a leader in cloud computing, with the world’s number one customer relationship management (CRM) platform. Our complete CRM platform helps businesses improve how they sell, service, and market their products. Service Cloud has been a huge part of our success.

Service Cloud is the customer service application in Salesforce Customer 360. Salesforce Customer 360 supports every aspect of a business, from sales to service to marketing and more. With the platform, businesses don’t have to install, configure, or maintain apps. Instead they can: 

  • Build and deploy apps using preconfigured tools.
  • Seamlessly sync with existing systems.
  • Access the data they need within the system.

Businesses purchase Salesforce Customer 360 solutions that help them meet their goals. With the Service Cloud solution, they can increase the productivity of agents, managers, and mobile workers by giving them all the information they need to deliver personalized customer service.

Watch this short video and see how.

Service Cloud customers appreciate that Salesforce provides more than just software products and features for their call centers; we help them transform their businesses to meet today’s customer expectations. In fact, Gartner named us a Leader for the twelfth consecutive year in its Magic Quadrant for the CRM Customer Engagement Center report in 2020.*

*Gartner, Magic Quadrant for the CRM Customer Engagement Center, 4 June 2020

Gartner Disclaimer
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Now that you know where we stand in the market, let's take a look at how Service Cloud works.


Some of the resources suggested in this unit are accessible to Salesforce Partner Community members only.



From 2010–2014, Salesforce was recognized by the name 

From 2010–2011, Magic Quadrant for the CRM Customer Engagement Center was known as Magic Quadrant for CRM Customer Service Contact Centres.