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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- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent for data tracking and analysis
This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.
Pros
I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.
Cons
The initial setup is a bit complex and takes time.
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Complete customer relationship management on the cloud
It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple.
Pros
All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.
Cons
It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.
- 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: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Complex customer support software
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.
Pros
Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
Cons
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.
- 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: Internet
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Easy to implement, good data management
Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.
Pros
Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.
Cons
Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.
- 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: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
SF Service Cloud rules
i've been in the SF real for about 12 years and love it. It's always growing and always challenges to learn
Pros
Highly customizable to suit business needs. Ease of use.
Cons
The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.
- 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: 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: Government Administration
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Councils use of service cloud
Has been an excellent way to transform business processes and modernise our technology stack.
Pros
Versatility to use for different requirements. Preconfigured solutions for our purposes
Cons
Very difficult to move away. Cost is high.
- 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: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Powerful and critical user friendly software
Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.
Pros
Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.
Cons
The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.
- Industry: Airlines/Aviation
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Exceptional customer engagement tool
It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.
Pros
This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.
Cons
Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.
- 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: Staffing & Recruiting
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
SalesForce is the best web-based platform to do Sales, BD and Recruiting!
SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.
Pros
We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.
Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.
Cons
What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.
- Industry: Veterinary
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Great Veterinary Management Software
This system, being cloud based, allows me the flexibility to change schedules and appointments, as well as examine patient charts while being away from the office. I love this about the Salesforce Service Cloud.
Pros
This software is very easy to set up and utilize. It is more intuitive and simpler to use than most of the other management software systems I have been exposed to in my 3 decades of professional work. It is also cloud based so it makes it easy to check my schedule or re-evaluate patient's charts even when I am away from the office.
Cons
My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues that can be hard to figure out. However, once you figure out the little issues, they are very easy to deal with in the future.
- Industry: Real Estate
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
All about Salesforce
Pros
Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere
Cons
Customisation of view is difficult at times and limited options available
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Outstanding Customer Service Platform
Excellent tool ,easy to configure and setup with minimal code.
Pros
Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.
Cons
Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .
- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
SalesForce is the best company database or CRM that lives on browsers!
If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!
Pros
SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home.
SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!
Cons
What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.
- Industry: Marketing & Advertising
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
A Great Software For Team Collaborations
Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!
Pros
It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.
Cons
I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Service Cloud - easy way to communicate with end users and manage Your environment!
I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job!
Pros
I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks.
Cons
I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining.
- Industry: Information Technology & Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Terrible for support
Extremely negative from a support perspective.
Pros
They have good reporting tools for management. It’s easy to create views and charts.
Cons
Sluggish, ugly interface, poor integration, difficult to customize.
- Industry: Medical Devices
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Salesforce Service Cloud Review
Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request.
Pros
This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information.
Cons
Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs.
- Industry: Consumer Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
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Review Source
Salesforce for B2B Sales
Pros
Salesforce helps streamline the sales process for B2B sales. The ability to document the communication history with the prospect gives us valuable insight without having to rely on email. Along with that, we can keep track the RFP process, upload old RFPs, or anything relevant to the prospect on one platform. Having all the information on one platform is highly valuable, as it keeps us away from relying on old emails.
Cons
Salesforce as a base platform is a good tool, but to really take advantage of its features, you will need someone else with in-depth knowledge to make it a great tool. Someone will have to add a whole new skill-set or you're going to have to hire someone.