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.

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.

“Our public knowledge base got 1.46 million hits in 6 months.”Jerry Kelly, CIO

Avid

Extend CRM to accelerate performance

US$65/user/month US$135/user/month US$300/user/month

Selecting the right Service Cloud edition

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Service Cloud Edition ComparisonFeature Professional Enterprise PerformanceAgent console & customizable layouts 3 3 3

Analytics snapshots 3 3 3

Asset management & product tracking 3 3 3

Auto-suggested solutions 3 3 3

Case auto-assignment 3 3 3

Case email auto-response 3 3 3

Case escalation rules & queues 3 3 3

Case management & history tracking 3 3 3

Case team collaboration 3 3 3

Chatter Collaboration 3 3 3

Contract management 3 3 3

Crowd-sourced answers & ideas 3 3 3

Customizable dashboards & reports 3 3 3

Email & templates & tracking 3 3 3

Email integration (Outlook, Gmail) 3 3 3

Google Apps integration 3 3 3

Integrated content libraries 3 3 3

Mobile access 3 3 3

Multilingual solutions 3 3 3

Partner collaboration (Salesforce to Salesforce) 3 3 3

Role permissions 3 3 3

Task & activity tracking 3 3 3

Web & email case capture 3 3 3

Offline access 3 3

Profiles & page layouts $ 3 3

Mobile customization & administration $ $ 3

CTI integration 3 3

Enterprise analytics 3 3

Enterprise Reporting 3 3

What-If Modeling 3 3

Advanced Filters 3 3

Field service management** 3 3

Force.com code (Apex) & pages (Visualforce) 3 3

Integration via Web services API $ 3 3

Custom websites 3 3

Record types 3 3

Salesforce for Twitter & Facebook** 3 3

Service entitlements 3 3

Visual SLA timelines 3 3

Visual workflow 3 3

Workflow & approval automation 3 3

24x7 toll-free support $ $ 3

100+ administration services $ $ 3

Unlimited online training $ $ 3

Knowledge base*** $ 3

Knowledge usage analytics* 3 3

Rich knowledge article templates* 3 3

Live Agent Web Chat $ 3

Data.com Corporate (Clean & Prospector) $ $ 3

Work.com Perform $ $ 3

Customer Community $ $Developer sandbox 1 included 30 includedDeveloper Pro Sandbox $ 5 includedPartial Copy Sandbox $ 1 includedFull sandbox environment for testing $ 1 includedData storage (1GB minimum for all editions) † 20MB per user 20MB per user 120MB per userFile storage (11GB minimum for all editions) 612MB per user 612MB per user 612MB per userMaximum custom applications 5 10 UnlimitedMaximum custom tabs 10 25 Unlimited

√ = 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.