Salesforce Service Cloud

HQ: United States
Founded Year: 1999
Company Type: Public (CRM)
Category: Help Desk
This is CXSpy's primary classification of the Salesforce Service Cloud software. The software may fit other categories as well.
Type: platform
CXSpy classifies CX software in one of two types (a platform or a tool). This is our view of the Salesforce Service Cloud software.

Description:Salesforce Service Cloud is the customer-service product line of Salesforce, Inc., the public AI CRM company. Service Cloud provides case management, omnichannel service, knowledge, digital engagement, and—since the Agentforce generation—autonomous and employee AI agents in the flow of work. Official 2026 pricing lists Service editions Starter Suite $25, Pro Suite $100, Enterprise $175, Unlimited $350, and Agentforce 1 Service $550 per user per month (USD, billed annually), plus Agentforce for Service at $125 per user per month on eligible editions and Flex Credits (for example $500 per 100,000 credits on the Agentforce pricing page). Buyers use Service Cloud as the system of record for cases and as the workspace for human agents, with Agentforce handling deflection, replies, summaries, classification, and routing. Parent Salesforce is headquartered in Salesforce Tower, San Francisco, was founded March 8, 1999, trades as NYSE: CRM, reported FY2026 revenue of $41.5 billion, and listed 83,334 employees (Wikipedia citing FY2026). Service Cloud itself launched in 2009. In June 2026 Salesforce signed a definitive agreement to acquire Fin (formerly Intercom) for about $3.6 billion; that deal had not closed as of August 19, 2026.

Salesforce Service Cloud Help Desk Software

About Salesforce Service Cloud

Salesforce Service Cloud is a product line of Salesforce, Inc. (NYSE: CRM), not a standalone company. Parent facts are used here: founded 1999 in San Francisco, HQ Salesforce Tower, 415 Mission Street. Service Cloud is the CRM service application for cases, omnichannel engagement, knowledge, and Agentforce AI agents; enterprises buy per-user Service editions plus AI add-ons and consumption credits. Salesforce FY2026 revenue was $41.5 billion; Wikipedia lists 83,334 employees as of the FY2026 reporting period. On June 15, 2026 Salesforce agreed to buy Fin for about $3.6 billion, expected to close in FY2027 Q4 pending approvals. Service Cloud remains the incumbent Salesforce service cloud while Fin, if closed, would sit alongside Agentforce.

Salesforce Service Cloud Features

1. Case and omnichannel service — Tickets, chat, messaging, and voice on the Salesforce CRM data model.

2. Agentforce for Service — AI in the flow of work including an unmetered employee agent on the listed add-on.

3. Generative replies, summaries, and knowledge — Service replies, conversation summaries, knowledge creation, and search answers for agents and customers.

4. Case classification, routing, and wrap-up — AI classification and routing predictions (metered routing on the official feature table).

5. Next Best Action — Recommended actions for agents.

6. Customer Signals Intelligence — Prebuilt dashboards on the Agentforce for Service SKU.

7. Knowledge and self-service — Knowledge articles and customer search answers.

8. Platform integration — Native Sales, Data Cloud, Slack, and AppExchange connections as part of the parent CRM.

Salesforce Service Cloud Pricing

Official Salesforce 2026 Service pricing (USD/user/month, typically annual contract): Starter Suite $25; Pro Suite $100; Enterprise $175; Unlimited $350; Agentforce 1 Service $550. Agentforce for Service add-on $125/user/month on eligible editions. Flex Credits listed at $500 per 100,000 credits; conversation-based options also appear on Agentforce pricing. Salesforce states the page is informational and subject to change; enterprise quotes still go through sales.

Salesforce Service Cloud Socials