1. Selecting the right Service Cloud edition
Today’s customers want faster, more responsive service across every channel, and on any device, and they want it now.
With Service Cloud™, you’ll deliver customer service at the speed of now, with everything you need to amaze your
customers and keep your agents productive.
Amazing innovations in the Service Cloud put even more tools at your disposal, like a knowledge base to make your
agents and customers smarter, customer communities to empower customers to find solutions, and mobile capabilities
for your agents and customers to deliver service and get answers anywhere.
Best of all, it’s easy to use and customizable to the way you work. And, because
it’s all in the cloud, everyone can access the Service Cloud with just an Internet
connection—there’s no need for expensive hardware or software. Did we mention
flexibility? With the Service Cloud, you can simply add more seats or upgrade
to another edition that has more features when your call center grows. There’s no
disruption to your business because we take care of everything behind the scenes.
“
Our public
knowledge base got
1.46 million hits in
6 months.
”
Jerry Kelly, CIO
Avid
Use the below information to gain a quick overview of the main capabilities of
each edition. The details of every feature by edition—new features come out three times per year—are in the matrix
on the next page.
▪▪
▪▪
▪▪
Professional Edition – Basic service and support for any size team. Choose Professional Edition if you’re running a
small contact center team and need access to basic service and support functionality like case tracking, agent console,
solutions, mobile access, Web and email case capture, and auto-assignment and escalation rules. You can also use the
Service Cloud to join conversations about your company, products, and services via Twitter.
Enterprise Edition – Extend service to the Web with customization, automation, and integration. Enterprise
Edition is our most popular edition because it includes many key features a large contact center needs, like a
world-class knowledge base, customizable customer portals and communities, service contracts, entitlements,
Facebook integration, CTI integration, and the ability to collaborate with team members on cases.
Additionally, Enterprise Edition includes many Force.com platform features such as workflow and approvals, so
you can automate any business process you have, and integration with any system using our API. You also get
extensive customization capabilities—a key to user adoption. It’s the edition used by most large enterprises
Performance Edition – Bring together the Salesforce innovations you need to drive amazing growth, achieve new
levels of customer satisfaction and maximize sales and service success in today’s connected, mobile and social
world. Performance Edition combines the world’s #1 CRM apps and platform—Sales Cloud, Service Cloud
and Salesforce Platform—together with Salesforce Knowledge, Live Agent web chat, clean, targeted lead and
customer data from Data.com, coaching and feedback tools from Work.com, trusted identity services from
Salesforce Identity and more.
Performance Edition includes the Premier+ Success Plan with success resources, 24x7 support, unlimited online
training, and administration services to help tailor the Salesforce to meet your needs. You’ll also receive more
storage, more sandboxes, lots of custom objects, fully customizable mobile access, and an unlimited number
of custom tabs and custom apps. Performance Edition brings together everything leading companies need to
maximize performance across sales and service.
Extend CRM to accelerate
performance
US$65/user/month
US$135/user/month
US$300/user/month

2. Service Cloud Edition Comparison
Feature
Professional
Agent console & customizable layouts
Analytics snapshots
Asset management & product tracking
Auto-suggested solutions
Case auto-assignment
Case email auto-response
Case escalation rules & queues
Case management & history tracking
Case team collaboration
Chatter Collaboration
Contract management
Crowd-sourced answers & ideas
Customizable dashboards & reports
Email & templates & tracking
Email integration (Outlook, Gmail)
Google Apps integration
Integrated content libraries
Mobile access
Multilingual solutions
Partner collaboration (Salesforce to Salesforce)
Role permissions
Task & activity tracking
Web & email case capture
Offline access
Profiles & page layouts
Mobile customization & administration
CTI integration
Enterprise analytics
Enterprise Reporting
What-If Modeling
Advanced Filters
Field service management**
Force.com code (Apex) & pages (Visualforce)
Integration via Web services API
Custom websites
Record types
Salesforce for Twitter & Facebook**
Service entitlements
Visual SLA timelines
Visual workflow
Workflow & approval automation
24x7 toll-free support
100+ administration services
Unlimited online training
Knowledge base***
Knowledge usage analytics*
Rich knowledge article templates*
Live Agent Web Chat
Data.com Corporate (Clean & Prospector)
Work.com Perform
Customer Community
Developer sandbox
Developer Pro Sandbox
Partial Copy Sandbox
Full sandbox environment for testing
Data storage (1GB minimum for all editions) †
File storage (11GB minimum for all editions)
Maximum custom applications
Maximum custom tabs
Enterprise
Performance
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
$
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
$
$
$
$
3
3
$
$
$
$
1 included
$
$
$
20MB per user
612MB per user
10
25
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
3
$
30 included
5 included
1 included
1 included
120MB per user
612MB per user
Unlimited
Unlimited
$
$
$
$
$
$
$
$
20MB per user
612MB per user
5
10
√ = Included in base user license $ = Additional fee applies
* Included with the knowledge base add-on
** Available as a downloadable application via the AppExchange
*** Read-only Knowledge access is included with every Enterprise user license. Write access is available for an additional fee.
† All editions have a minimum of 1GB of data and 11GB of file storage shared by all users. Additional storage is available on a
per-user basis for each edition.
For More Information
Contact your account executive to learn
how we can help you accelerate your
CRM success.
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