---
description: Tudo sobre Salesforce Service Cloud: preço, alternativas, vantagens e desvantagens, funcionalidades e avaliações de outros usuários. Saiba mais!
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title: Salesforce Service Cloud - Preço, avaliações e classificação - Capterra Brasil 2026
---

Breadcrumb: [Home](/) > [Sistemas de Help Desk](/directory/30008/help-desk/software) > [Salesforce Service Cloud](/software/136189/salesforce)

# Salesforce Service Cloud

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> Service Cloud: Plataforma para atendimento ao cliente com suporte omnicanal, automação e chatbots. Melhora eficiência e oferece atendimento personalizado em todos os canais.
> 
> Conclusão: 832 usuários atribuíram a nota **4.5/5**. Melhor classificado para **Probabilidade de recomendação**.

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## Resumo

### Quem usa o Salesforce Service Cloud?

Empresas de todos os tamanhos e setores.

## Estatísticas e notas

| Métrica | Classificação | Detalhes |
| **Geral** | **4.5/5** | 832 Avaliações |
| Praticidade | 4.1/5 | Com base em avaliações gerais |
| Suporte ao cliente | 4.3/5 | Com base em avaliações gerais |
| Relação qualidade/preço | 4.2/5 | Com base em avaliações gerais |
| Recursos | 4.4/5 | Com base em avaliações gerais |
| Porcentagem de recomendação | 80% | (8/10 Probabilidade de recomendação) |

## Sobre o fornecedor

- **Empresa**: Salesforce
- **Localização**: San Francisco, EUA
- **Fundada**: 2003

## Contexto comercial

- **Preço inicial**: US$ 0,00
- **Modelo de preços**:  (Versão gratuita disponível) (Teste grátis)
- **Público-alvo**: Profissional autônomo, 2–10, 11–50, 51–200, 201–500, 501–1.000, 1.001–5.000, 5.001–10.000, 10.000+
- **Implantação e plataformas**: Nuvem, SaaS, baseado na web, Mac (desktop), Windows (desktop), Android (celular), iPhone (celular), iPad (tablet)
- **Idiomas**: alemão, búlgaro, chinês, chinês tradicional, coreano, croata, dinamarquês, eslovaco, esloveno, espanhol, finlandês, francês, grego, hebraico, holandês, húngaro, indonésio, inglês, italiano, japonês, norueguês, polonês, português, romeno, sueco, tailandês, tcheco, turco, ucraniano, vietnamita, árabe
- **Países disponíveis**: Alemanha, Arábia Saudita, Austrália, Brasil, Bélgica, Canadá, China, Dinamarca, Emirados Árabes Unidos, Espanha, Estados Unidos, Filipinas, Finlândia, França, Indonésia, Irlanda, Israel, Itália, Japão, Malásia e mais 14

## Recursos

- Acesso para Celular
- Agendamento
- Alertas/notificações
- Assinatura eletrônica
- Ações corretivas e preventivas (CAPA)
- Bate-papo com o consumidor em tempo real
- Bate-papo proativo
- Bate-papo/Mensagens instantâneas
- Catalog Management
- Chatbot
- Distribuição automática de chamadas
- Emissão de permissões
- Ferramentas de colaboração
- Geração de relatórios de incidentes
- Gerenciamento de contatos
- Gestão da base de conhecimento
- Gestão da comunicação
- Gestão de call centers
- Gestão de conteúdo
- Gestão de expedição
- Gestão de experiência do cliente
- Gestão de incidentes
- Gestão de leads
- Gestão de tarefas
- Gestão de tíquetes
- Gestão do conhecimento
- Gravação de chamadas
- Histórico de transcrições/chat
- Histórico do cliente
- Indicadores de desempenho
- Integração de telefonia por computador
- Localização do motorista em tempo real
- Monitoração de chamadas
- Painel de atividades
- Para call centers
- Para o setor de seguro
- Planejamento de pessoal
- Portal de autoatendimento
- Previsão de trabalho
- Rastreamento de edição
- Rastreamento de entrega
- Real-Time Updates
- Registro de chamadas
- Relatórios e análise de dados
- Relógio de ponto online
- Roteamento
- Roteamento automático
- Roteamento de chamadas
- Roteirização de chamadas
- Seguimento de status

... e mais 70 recursos

## Integrações (17 no total)

- CRM Analytics
- Elastic Enterprise Search
- Five9
- Gainsight CS
- Helpshift
- InGenius
- LiveOps
- Natterbox
- NiCE CXone
- Quip
- Salesforce Marketing Cloud
- Salesforce Platform
- Salesforce Sales Cloud
- Salesforce Starter
- Talkdesk

... e mais 2 integrações

## Opções de suporte

- Email/Help Desk
- FAQs/Fórum
- Base de conhecimento
- Suporte por telefone
- Assistência 24/7
- Bate-papo

## Category

- [Sistemas de Help Desk](https://www.capterra.com.br/directory/30008/help-desk/software)

## Categorias relacionadas

- [Sistemas de Help Desk](https://www.capterra.com.br/directory/30008/help-desk/software)
- [Sistemas de Atendimento ao Cliente](https://www.capterra.com.br/directory/22/customer-service/software)
- [Sistemas de Call Center](https://www.capterra.com.br/directory/30007/call-center/software)
- [Software de Chat ao Vivo](https://www.capterra.com.br/directory/30797/live-chat/software)
- [Software de Encomenda de Serviço](https://www.capterra.com.br/directory/30785/work-order/software)

## Alternativas

1. [Zendesk Suite](https://www.capterra.com.br/software/164283/zendesk) — 4.4/5 (4094 reviews)
2. [Salesforce Sales Cloud](https://www.capterra.com.br/software/61368/salesforce) — 4.4/5 (18811 reviews)
3. [Freshdesk](https://www.capterra.com.br/software/124981/freshdesk) — 4.5/5 (3486 reviews)
4. [LiveAgent](https://www.capterra.com.br/software/102188/liveagent) — 4.7/5 (1789 reviews)
5. [LiveChat](https://www.capterra.com.br/software/62194/livechat) — 4.6/5 (1727 reviews)

## Avaliações

### "The number 1 CRM platform" — 4.0/5

> **Hayden** | *18 de abril de 2026* | Software | Taxa de recomendação: 8.0/10
> 
> **Vantagens**: It's a great CRM for a teams to use as you are able to keep up to date all customer information and able to update where applicable. Te software contains very little bugs and runs instantly.
> 
> **Desvantagens**: The layout was the biggest constraint for me, it takes some time to get to understand the site and know where everything is. Although this can be copnsidered a positive when understood as you realise how many tools and filters the site has.
> 
> A great positive experience with Salesforce. It's power to integrate with other platforms makes understanding customers needs through the site a breeze. The value for money is questionable but the security and need for the site makes it understandable.

-----

### "A must for call centers" — 5.0/5

> **Patricia** | *19 de março de 2026* | Bancos | Taxa de recomendação: 10.0/10
> 
> **Vantagens**: What I liked most about salesforce service cloud was that any information that you needed to know about the customer was located in sales force and we didn’t have to navigate other systems.
> 
> **Desvantagens**: Salesforce service cloud could be overwhelming when learning how to navigate around for the first time. There are many different ways to find out the industry so you would have to know the proper pathway.
> 
> My overall experience with sales force service cloud was a positive one. It showed a tremendous amount of information so we could make the customer experience better and could handle the call efficiently.

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### "Complex customer support software" — 2.0/5

> **Govindraj** | *10 de novembro de 2020* | Hotelaria | Taxa de recomendação: 0.0/10
> 
> **Vantagens**: Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
> 
> **Desvantagens**: It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.
> 
> We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so  we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

-----

### "Improve your CRM experience and customer relations better with Salesforce" — 5.0/5

> **Shraddha** | *22 de junho de 2026* | Serviços de informação | Taxa de recomendação: 10.0/10
> 
> **Vantagens**: Salesforce is the great application for getting overall experience in CRM. It helps in maintaining the data logs, time entries. Its easier to check the sales pipeline. It helps in social media marketing.
> 
> **Desvantagens**: The only cons which affected me is its pricing, its bit costly. If the cost might have been bit low then it would have no cons i guess.
> 
> The overall experience about salesforce is great as it helps in managing CRM. It allows team to access customer data. Also, we can use AI tools easily from IOS to Android. Its easier to review the information via dashboards.

-----

### "Salesforce is the best for a reason." — 5.0/5

> **Avaliador Verificado** | *1 de abril de 2026* | Indústria farmacêutica | Taxa de recomendação: 10.0/10
> 
> **Vantagens**: Service cloud was super helpful for out customer support. We were a super small business just getting started and I got this all setup for us. We started in starter and ended up using this heavily. It's super easy to setup especially if you have even a little Salesforce experience. I had quite a bit so it was cake.
> 
> **Desvantagens**: Not many cons here. I think you just need to realize what you need and why. It can be kind of expensive so really think about what you neeeeeed vs what you want.
> 
> Overall, good experience. It is something I would recommend if you can justify the cost of salesforce. It can make things a lot easier.

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## Links

- [Ver em Capterra](https://www.capterra.com.br/software/136189/salesforce)

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