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Salesforce Service Cloud
4.4
Overall rating
Reviews
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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 optimise the agent efforts, allowing them to handle customers' requests and manage cases.
Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.
The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud pricing
Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at USD 25.00/month.
Starting Price:
USD 25.00/month
Free Version:
No
Free trial:
Yes
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Salesforce Service Cloud Reviews
Feature rating
5 reviews of 767
View all reviews
Elizabeth
- Industry: Retail
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
0
Features
5
Ease of Use
5
Customer Support
5
5
Reviewed on 09/06/2022
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.
Lillian
- Industry: Hospital & Health Care
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
4
Reviewed on 13/02/2023
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.
Brittani
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5
5
Reviewed on 19/08/2024
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.
Govindraj
- Industry: Hospitality
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
Value for Money
1
Features
1
Ease of Use
2
Customer Support
3
2
Reviewed on 10/11/2020
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.
Suraj
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
4
5
Reviewed on 05/08/2024
Efficient and Comprehensive Service Management
My overall experience with Salesforce Service Cloud has been highly positive. It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer satisfaction and team productivity.
Pros
Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.
Cons
The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it
