User Reviews Overview
About Salesforce Service Cloud
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and...
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All Salesforce Service Cloud Reviews Apply filters
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
The best cloud tool to manage customer inquiries
It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.
Pros
We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.
Cons
I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Service Cloud is a Game Changer
Pros
Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.
Cons
Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.
- Industry: Internet
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
salesforce for the win
Love love love!!! This allows field agents to put in for service where needed and provides office and all workers to see in real-time it was put in the system
Pros
Perfect for field workers to put in work orders
Cons
the small things not having an asterisk to complete and move on to next screen before submitting
Top Salesforce Service Cloud Alternatives
- Industry: Building Materials
- Company size: 11–50 Employees
- Used Weekly for 2+ years
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Review Source
Review Management
Meh. Streamline operations is definitely necessary. Improve search fields also a must
Pros
Seems like an adequate service but lots of room for improvement.
Cons
Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Has helped incredibly!
My overall experience with Salesforce Service Cloud has been quite positive. The platform's customer service tools have greatly improved our ability to manage and resolve customer issues efficiently. The integration capabilities with other Salesforce products and third-party applications have made it a versatile solution for our business needs. The analytics and reporting features have provided valuable insights for improving our service operations. Overall, Salesforce Service Cloud has been a highly beneficial tool for enhancing our customer service capabilities.
Pros
Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.
Cons
The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.
- Industry: Law Practice
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Everything You Need in One Place
Salesforce has simplified case management for me and my entire firm. We can track all issues and set reminders for all deadlines.
Pros
It incorporates all the data and information needed to manage cases and clients.
Cons
I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.
- Industry: Accounting
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Salesforce review
Pros
Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.
Cons
What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Great tool with few issues
Overall, Salesforce is a reliable solution that improves customer service workflows once fully put in place. I enjoy using it at my current company. It allows us to utilize many important apps and services.
Pros
Salesforce offers excellent tools for case management and it great to use with other platforms. I use it to manage customer cases in a financial setting.
Cons
It has a learning curve, especially for those who are not used to using software like this. It can take a lot of time to customize to your liking and needs. It can also be very expensive.
- Industry: Electrical/Electronic Manufacturing
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Salesforce gets 5 stars
Very positive experience. Super collaborative with multiple reps and management functions. Excellent reports and summaries. Customer detailed information at my fingertips.
Pros
Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.
Cons
Nothing. It's one of the most error free/bug free applications I have ever used,
- Industry: Entertainment
- Company size: 2–10 Employees
- Used Monthly for Free Trial
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Review Source
Not to happy
I didn't really like salesforce. It didn't meet my expectations
Pros
I like that Salesforce is innovative with their products and how they are used.
Cons
I find that some things are a bit mundane.
- Industry: Sporting Goods
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Service Cloud Review
Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our previously used CRM. There are an incredible amount of options available to you to get the most out of the tool and it has become a critical piece of technology for our organization.
Pros
Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.
Cons
There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Love Service Cloud
Overall a tremendous fan of Service Cloud and all of the product offerings from Salesforce.
Pros
It's a great business solution when set up properly. We're able to use it as a single platform for all contact center needs as it fully integrates with our CTI system as well
Cons
The ramp up period for users to adopt and fully use the platform can take some time. It's not always user friendly, but once the users get the grasp of it, it increases productivity
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Great
Pros
The easy access and navigation , being able to use different tabs to navigate different accounts or info need it .
Cons
Some of the tabs or functions need a bit of more work .
- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Egypt
I found integration in Salesforce's business processes because it made it easier for us to use many of the features it contains, which helped us a lot in the organization's work and helped in its success, development, and completion of its practical and functional tasks in a short and fast time, and also that it is easy to use and practice, and it contains easy windows and easy to learn and get used to After experiencing it, it is really something special ، great program.
Cons
Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Salesforce Service Cloud is by far the most customizable
Pros
Salesforce Service Cloud is by far the most customizable solution I have tried.
Cons
It takes a lot longer to configure/set-up because it is so customizable and it's expensive, but ultimately it's worth it being able to do whatever we want to leverage best-in-class partners.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
a very good product for Customer Service from Salesforce
Pros
It has all the traits for a good product, Call routing, Case Management, Knowledge Management, etc
Cons
There is nothing to like about least. Everything is top notch as long as you aware about the product's capabilities.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Salesforce Service Cloud
It has improved our business in multiple ways.
Pros
It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.
Cons
The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.
- Industry: Consumer Goods
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Great Legacy Tool for CRM
Overall, it's one of the legacy tools we have in CRM area.
Pros
Amazing capabilities for utilizing all the consumer data we have especially having all the consumer data regarding even each transaction with them.
Cons
Reporting ability is limited to four dimensions and this might cripple the reports we're getting.
- Industry: Marketing & Advertising
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Social Media Scheduling and Analytics
Salesforce has helped out clients stay organized and ready for success!
Pros
Salesforce is extremely easy to navigate - specifically when using Social Studio for social media scheduling and analytics.
Cons
I am not a fan about how much you have to change your password. It is nice knowing there are lots of safety options regards to security.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
optimizes customer services
Pros
Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment
Cons
Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions
- Industry: Farming
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
decent
Pros
its good for start up and small business ceos who need a little more info
Cons
Its only good for startup companies in my humble opinion
- Industry: Retail
- Company size: 11–50 Employees
- Used Weekly for 6-12 months
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Review Source
Step Up Your Customer Service Game with Salesforce Service Cloud
Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional.
Pros
Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.
Cons
There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.
- Industry: Media Production
- Company size: 201–500 Employees
- Used Weekly for 1-5 months
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Review Source
Easy, time-saver and intuitive
Pros
Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.
Cons
Nothing comes to my mind at the moment.
- Industry: Construction
- Company size: 11–50 Employees
- Used Weekly for Free Trial
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Review Source
Needs Daily Interaction
All users must be moderate to experts in order for this to be worth the price tag
Pros
This program helps in keeping all the information needed for sales
Cons
It needs to be updated on a daily basis
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Salesforce Service Cloud Review
Pros
Remote desktop management is amazing works smoothly for helping sort out issues.
Cons
There needs to be better customer support for calls.
