JSON twin: https://www.healthaidb.com/software/salesforce-service-cloud.json
Salesforce
https://www.salesforce.com/service/cloud/
Salesforce Service Cloud is a cloud-based customer service platform used in healthcare to manage patient inquiries, cases, and multi-channel support workflows within the Salesforce ecosystem.
Service Cloud provides an AI-powered agent console, omnichannel routing (phone, chat, email, SMS), case and knowledge management, automation (flows, macros), reporting/analytics, and integrations with Health Cloud, EHRs and telehealth tools to support patient service, contact centers, and administrative workflows in healthcare organizations.
yes
1999
Multi‑region hosting (US and EU regions); Hyperforce enables customer selection of cloud region (bring your own cloud region options)
P1459
2025-09-07
commercial proprietary
Service Cloud entry pricing starts at $25 USD/user/month (billed monthly or annually) for basic editions; higher tiers and enterprise pricing available—contact vendor for enterprise quotes and healthcare-specific bundles (Health Cloud add-ons have separate pricing).
subscription
2009
product
1.0
{
"company_name": "Salesforce",
"company_url": "https://www.salesforce.com",
"company_offices": [
"United States",
"United Kingdom",
"Canada",
"Ireland",
"Germany",
"France",
"Spain",
"Australia",
"Japan",
"India"
],
"company_founding": "1999",
"product_url": "https://www.salesforce.com/service/cloud/",
"categories": [
"administrative",
"patient-facing",
"communication",
"CRM",
"care coordination"
],
"market_segment": [
"enterprise",
"smb"
],
"links": [
"https://www.salesforce.com/service/cloud/",
"https://help.salesforce.com/s/articleView?id=service.support_admins_intro.htm",
"https://www.salesforce.com/company/security/",
"https://www.salesforce.com/products/platform/overview/",
"https://www.g2.com/products/salesforce-service-cloud/reviews",
"https://www.capterra.com/p/134796/Salesforce-Service-Cloud/",
"https://www.trustradius.com/products/salesforce-service-cloud/reviews",
"https://www.salesforce.com/services/consulting/",
"https://www.salesforce.com/company/office-locations/"
],
"summary": "Salesforce Service Cloud is a cloud-based customer service platform used in healthcare to manage patient inquiries, cases, and multi-channel support workflows within the Salesforce ecosystem.",
"description": "Service Cloud provides an AI-powered agent console, omnichannel routing (phone, chat, email, SMS), case and knowledge management, automation (flows, macros), reporting/analytics, and integrations with Health Cloud, EHRs and telehealth tools to support patient service, contact centers, and administrative workflows in healthcare organizations.",
"target_users": [
"patient service representatives",
"contact center agents",
"care coordinators",
"clinical administrators",
"IT/technical integrators",
"health system operations managers",
"payers/member services agents"
],
"specialties": [
"primary care",
"acute care / hospitals",
"outpatient clinics",
"behavioral health",
"payers / health plans",
"home health",
"specialty clinics (oncology, cardiology)"
],
"regions_available": [
"United States",
"Canada",
"United Kingdom",
"European Union",
"Australia",
"New Zealand",
"India",
"Japan",
"Brazil",
"Mexico",
"Singapore"
],
"languages_supported": [
"English",
"Spanish",
"French",
"German",
"Portuguese",
"Japanese",
"Chinese (Simplified)",
"Italian",
"Dutch",
"Korean"
],
"pricing_model": "subscription",
"pricing_details": "Service Cloud entry pricing starts at $25 USD/user/month (billed monthly or annually) for basic editions; higher tiers and enterprise pricing available—contact vendor for enterprise quotes and healthcare-specific bundles (Health Cloud add-ons have separate pricing).",
"license": "commercial proprietary",
"deployment_model": [
"SaaS (cloud)",
"Hybrid via Hyperforce (cloud-region choice)"
],
"os_platforms": [
"Web (browser)",
"iOS",
"Android"
],
"features": [
"Case management / unified agent console",
"Knowledge base and articles",
"Omni‑channel routing (chat, email, messaging, phone)",
"Service Cloud Voice (telephony integration, CTI)",
"Digital Engagement (SMS, Messaging, Social)",
"Einstein AI for service (recommendations, next‑best action, chatbots)",
"Workflows and automation (Flow, process builder alternatives)",
"Service analytics, reports and dashboards",
"Entitlement & SLA management",
"Queue and assignment rules",
"Macros and productivity tools",
"Customer community / self‑service portals",
"Live chat and chatbots",
"Case escalation and escalation rules",
"Integrations and API platform"
],
"optional_modules": [
"Service Cloud Voice",
"Digital Engagement",
"Einstein for Service",
"Knowledge",
"Omni‑Channel Routing",
"Field Service (separate product/add‑on)"
],
"integrations": [
"Epic (via partner connectors / Health Cloud integrations)",
"Cerner (via partner connectors / integrations)",
"EHRs (general connector patterns / Health Cloud interoperability)",
"CTI / telephony providers (e.g., Amazon Connect integrations via Service Cloud Voice)",
"Email systems (SMTP/IMAP integrations)",
"Slack",
"AppExchange partner apps",
"Identity providers (SAML/OAuth providers)",
"Billing/ERP systems (via APIs/middleware)"
],
"data_standards": [
"FHIR (Fast Healthcare Interoperability Resources)",
"HL7 v2 (via integrations/middleware)",
"OAuth2 / OpenID Connect (auth standards)"
],
"api_available": "yes",
"system_requirements": "",
"compliance": [
"HIPAA (BAA available)",
"GDPR",
"SOC 2",
"ISO 27001",
"FedRAMP (selected offerings)"
],
"certifications": [
"SOC 2 Type II",
"ISO 27001",
"FedRAMP (selected Salesforce offerings)"
],
"security_features": [
"Encryption in transit (TLS) and at rest",
"Role‑based access control (RBAC)",
"Single sign‑on (SAML / OAuth)",
"Multi‑factor authentication (MFA)",
"Audit trails / event monitoring",
"Field‑level and record‑level sharing controls"
],
"privacy_features": [
"Business Associate Agreement (BAA) support for HIPAA customers",
"Consent and preference management (configurable)",
"Data minimization controls and field masking (tools/addons)",
"Data masking / anonymization (via Salesforce Data Mask product)"
],
"data_residency": "Multi‑region hosting (US and EU regions); Hyperforce enables customer selection of cloud region (bring your own cloud region options)",
"customers": [
"Northwell Health",
"Humana",
"Sanofi",
"Novartis",
"Kaiser Permanente",
"Anthem",
"McKesson",
"Blue Cross Blue Shield (various plans)",
"Ovation Medical",
"Aetna"
],
"user_reviews": [
"Powerful, highly configurable platform but steep learning curve and can feel bloated for simple support teams.",
"Excellent omnichannel routing and case management — reduced resolution times once properly implemented.",
"Implementation was complex and required heavy customization; needed experienced Salesforce consultants.",
"Strong reporting and dashboards that helped us track KPIs across contact centers.",
"Good integrations with telephony and knowledge base tools, but licensing and costs escalated quickly."
],
"ratings": [
"G2: ~4.4 out of 5 (based on thousands of reviews)",
"Capterra/Software Advice: ~4.4 out of 5",
"TrustRadius: ~8.1–8.6 out of 10",
"GetApp: ~4.4 out of 5"
],
"support_channels": [
"email",
"phone",
"chat",
"ticketing",
"community",
"24x7"
],
"training_options": [
"documentation",
"webinars",
"live_online",
"onsite (partner-led)",
"certification (Salesforce Certified Service Cloud and related certs)"
],
"release_year": "2009",
"integration_partners": [
"MuleSoft (Anypoint)",
"Genesys",
"Cisco",
"Twilio",
"Amazon AWS",
"Microsoft Azure/Office 365",
"Google Cloud/Workspace",
"Epic (healthcare integrations via partners)",
"DocuSign",
"Zendesk (via integrations)",
"Vlocity/OmniStudio (Salesforce Industries)",
"Snowflake (via connectors)",
"Tableau (Salesforce Tableau)",
"Five9",
"RingCentral",
"Workday (via connectors)"
],
"id": "P1459",
"slug": "salesforce-service-cloud",
"type": "product",
"version": "1.0",
"last_updated": "2025-09-07",
"links_json": {
"self": "https://www.healthaidb.com/software/salesforce-service-cloud.json"
}
}