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: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Amazing tool that will definitely help your customer service team if you have the money
Salesforce has been an amazing CRM and provides great flexibility in their Service cloud platform. From case/ticket management to creating a portal for customers to ask their questions and find answers via knowledge base, Salesforce has it all.
Pros
Extremely customizable, and very user friendly. Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can easily help their clients.
Cons
Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features. But Salesforce is currently working on this limitations with their data cloud platform.
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: 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
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
Best-in-class CRM and support solution
It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.
Pros
Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.
Cons
I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
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Review Source
Empower Customers with Self Service Tools for Greater Satisfaction
It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own, which saves time and reduces the workload on our support team significantly.
Pros
AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction.
Cons
Some of the more advanced features are only available in the higher-priced plans.
- 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: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Must have for a call center
Pros
This software is user friendly, and also not lagging.
Cons
So far there is nothing I could think of.
- 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: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
SFDC Service H.I.
Pros
the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.
Cons
no cons at this time, we enjoy using Service Cloud and it's crucial to our business.
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
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Review Source
Salesforce Service is a Good one
Pros
It is a really good tool with customers. Very easy to navigate
Cons
There is nothing to not like about salesforce it is there to help
- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Weekly for Free Trial
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Review Source
Great for Call Centers
Pros
I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.
Cons
I do wish it was just a little bit cheaper.
- Industry: Consumer Services
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Salesforce Service Cloud
Simple to work with and get used to, which is a plus for new employees to get up to speed ASAP and for everyone else to be able to work more efficiently.
Pros
User-friendly options, it has everything that a customer ticketing system software needs.
Cons
There is nothing in particular that I did not like about it.
- Industry: Arts & Crafts
- Company size: Self Employed
- Used Daily for Free Trial
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Review Source
It makes your work easier
It made my work easier and that was positive for me and for my employers as well.
I felt more comfortable to use it when I have a client on the phone as it’s faster than other software programs. So I had a good experience in the overall.
Pros
As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.
Cons
It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.
- Industry: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
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Review Source
big corporate machine to manage leads
I don't want to use it anymore.
Pros
it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.
Cons
difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.
- Industry: Pharmaceuticals
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Salesforce service cloud
Pros
I really like the layout of Salesforce service cloud. We used this alongside servicemax. The system works well.. perfect for quick allocation of work orders to engineers based around the country. They were able to access quickly with signal via mobile on site.
Cons
A few connectivity issues caused some problems when completing jobs on site, but did not occur that often.
- Industry: Health, Wellness & Fitness
- Company size: 51–200 Employees
- Used Weekly for 1+ year
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Review Source
Salesforce Service Review
Pros
It's easy to track our prospects and patients and allows us to manage them more easily.
Cons
nothing that we've encountered so far has been negative.
- Industry: Consumer Electronics
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
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Review Source
Enables businesses to deliver exceptional support experiences through its comprehensive...
A leading customer service solution, enabling businesses to provide efficient and personalized support to their customers.
Pros
It helps with case management, omnichannel support, knowledge base, automation, analytics, and seamless integration capabilities for exceptional customer service all in one platform
Cons
One potential drawback of Salesforce Service Cloud is its relatively high cost, which may be a deterrent for smaller businesses with limited budgets
- 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: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Slightly complicated to learn, but pretty good once you get used to it.
Pretty good, it has room for improvement, such as personalization, but it gets the job done, like one of those machines that are not pretty but are reliable.
Pros
It has many multiple functionalities and it can be linked to pretty much any other software/platform out there.
Cons
It is incredibly complicated to learn to use it, it took me about a month to feel confident navigating it, it is huge!
- 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: Pharmaceuticals
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
It makes our work easier
Pros
simple to use , no crashes and amazing animations
Cons
there is a very annoying updates day by day
