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Salesforce Service Cloud
4.4
Overall rating
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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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Jessica
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 13/11/2023
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.
Jelfry
- Industry: Entertainment
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 26/02/2025
Salesforce for better customer experience
Overall the experience has been great besides the few inconvenience we had at the beginning. With the possibility of handling 2 chats or more at the same time the waiting queue time has decreased for our customer, that was one of our first goals.
Pros
The way it has changed how we interact with our customers, thw shortcuts has made 50% of the work faster and more efficient since we can manage to answer more than 2 chats ate the same time. While you need to switch between chats windows and at the same time answer to the customers with accurate and personalized answers the shortcuts will be your best friends.
Cons
At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our customers and for us too.
Carl
- Industry: Building Materials
- Company size: 11–50 Employees
- Used Weekly for 2+ years
-
Review Source
3
Reviewed on 28/03/2024
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
Drew
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 14/02/2025
Great product, gives full customer information in one place
Pros
Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location.
Cons
Can take a little time for users to get used to the interface.
Joan
- Industry: Financial Services
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 18/02/2025
Best Tool for Agents
Our team and I personally have had a very positive experience with Salesforce. We have a vast list of prospects and clients that require constant servicing. This service helps everyone keep current and add additional information as needed.
Pros
Salelesforce made organization and following up very simple for myself and workplace.
Cons
Although the pricing is a bit high, considering all the tools it provides, the value outweighs the cost.
Ayomikun
- Industry: Information Technology & Services
- Company size: 201–500 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 17/02/2025
Salesforce review
Salesforce CRM made working on tickets seemless
Pros
Easily integrates with other products. Also, made working on tickets easy especially with the Documentations suggestions
Cons
Can be a bit complex for new users initially.
Verified Reviewer
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 18/02/2025
One of the powerful tool to use
Salesforce is very powerfull tool one company can have to improve there productivity and increase the effectiveness and help you with audits and meeting QMS standards
Pros
Easy to use, do the job as per QMS system. customising the sales force is very helpfull.
Cons
-Scripting ability
-customisation of workflow
-Trainings tests.
Bret
- Industry: Construction
- Company size: 51–200 Employees
- Used Weekly for 1+ year
-
Review Source
4
Reviewed on 23/01/2025
Salesforce Review
I enjoy using the product. Think it streamlines your work by having everything in one app.
Pros
Lots of features and options to fully customize your work to how you like.
Cons
Learning the interface and where and how to do things was challenging at first.
Brittany
- Industry: Management Consulting
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
-
Review Source
5
Reviewed on 13/02/2025
Salesforce Service was excellent!
Pros
Quick response from a representative and problem resolution.
Cons
Salesforce itself just has a lot to it and can be hard to navigate for new users
Shatema
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Monthly for 1+ year
-
Review Source
5
Reviewed on 03/02/2025
Very Efficient
Pros
I was able to do all of my training through this platform with ease.
Cons
I didn’t have a lot of cons because I’ve used it over a number of years with no issues.
Justin
- Industry: Sporting Goods
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 14/12/2023
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.
Giacomo
- Industry: Facilities Services
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 11/04/2024
Salesforce Service Cloud Has Been a Reliable and Effective Solution
Pros
I like the accuracy of Salesforce Service Cloud.
Salesforce Service Cloud is amazing and super excellent to manage.
Cons
No dislikes about Salesforce Service Cloud.
Salesforce Service Cloud works so well for us.
Kremena
- Industry: Executive Office
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
-
Review Source
5
Reviewed on 13/09/2024
Transformative CRM Solutions with Salesforce Cloud
Pros
Customization: Highly customizable to fit specific business needs.
Integration: Integrates with over 1,000 other platforms1.
Lead Management: Excellent lead management and scoring features1.
Reporting: Powerful and comprehensive reporting tools2.
User-Friendly: Easy to set up and use
Cons
Cost: More expensive than some competitors1.
Complexity: Can be complicated to set up and maintain.
Eric
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 23/09/2024
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.
Jeyson
- Industry: Consumer Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/08/2023
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 .
Rebecca
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
-
Review Source
4
Reviewed on 30/11/2023
Great platform for managing customers and customer service
Pros
Easy to track communications with customers and sync it with the company org for full visibility into the customer's account
Cons
I haven't use it to its full capabilities to understand what could work better
Julia
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Weekly for 2+ years
-
Review Source
5
Reviewed on 27/11/2023
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.
Magdalena Lidia
- Industry: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
-
Review Source
4
Reviewed on 21/08/2023
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.
Ursula
- Industry: Design
- Company size: 2–10 Employees
- Used Monthly for 1-5 months
-
Review Source
5
Reviewed on 09/06/2024
Salesforce as a customer service representative
It was great to use for interaction with customers. I was able tot rack sales processes and also see how they integrated with marketing campaigns, and customer interactions.
Pros
It has a great user interface. It is very intuitive and easy to learn.
Cons
I felt a little limited when using the app
Quantieshia
- Industry: Entertainment
- Company size: 2–10 Employees
- Used Monthly for Free Trial
-
Review Source
5
Reviewed on 21/11/2024
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.
Shelby
- Industry: Pharmaceuticals
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 01/07/2023
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.
Kristina
- Industry: Media Production
- Company size: 201–500 Employees
- Used Weekly for 1-5 months
-
Review Source
5
Reviewed on 01/11/2023
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.
Eslam
- Industry: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 30/05/2023
The best option for data analyzing
Pros
Easy to use, manageable, makes you see every detail to use it in order to assist our customers.
Cons
It needs to be developed more, more options, and get updated all the time.
Antonello
- Industry: Farming
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
3
Reviewed on 16/05/2023
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
Verified Reviewer
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
-
Review Source
3
Reviewed on 16/04/2023
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
Brittani
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
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.
Vershley
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 01/12/2024
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.
Delicia
- Industry: Internet
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 23/10/2024
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
Jayson
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/06/2024
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.
Verified Reviewer
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
-
Review Source
4
Reviewed on 04/01/2025
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.
Jack
- Industry: Law Practice
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 29/10/2024
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.
Magdalena
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Weekly for 1+ year
-
Review Source
5
Reviewed on 14/07/2024
Excellent tool, when used correctly
When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend
Pros
Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service
Cons
Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.
Suraj
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
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
Gabriel
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 05/03/2025
Outstanding customer service experience for clients & efficient console for agents
Use Salesforce Service Cloud to deliver a great customer service for clients on the customer website & provide a great tools for agents to close more cases to improve the customer satisfaction
Pros
- Great multi-channel customer service tool (email, phone, chat, community)
- Great CTI (Phone integration) with different providers like Five9
- Intelligent interface for agents to optimize their work with recommendations
- Agile knowledge management system to manage Knowledge base / FAQ
Cons
- it can be a bit complicated to personalize the workspaces / workflows of the agents
Joemar
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 16/06/2024
Salesforce Review
I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support
Pros
The user interface is less complicated and the ticket are well organize
Cons
It freezes during new changes are being implemented
KAREN
- Industry: Information Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/03/2025
Flexible platform
My experience with Salesforce has been a very good one. I have used it in multiple different locations and enjoyed the diversity of the product.
Pros
We have used Salesforce for quite some time to manage our sales calls and documenting leads
Cons
I do not feel like there was anything that I disliked about it. It was very easy to learn and very easy to teach
Luciana
- Industry: Marketing & Advertising
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 10/06/2024
The ultimate tool for sales and CRM
Pros
I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.
Cons
It’s not intuitive at all. Training is necessary.
Ashkan
- Industry: Accounting
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 06/10/2024
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
Quishea
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
-
Review Source
5
Reviewed on 18/11/2024
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.
Gamze
- Industry: Financial Services
- Company size: 10,000+ Employees
- Used Weekly for 6-12 months
-
Review Source
5
Reviewed on 23/05/2024
Great for Service Management
Overall, although costly, a great tool to maintain service management data sets.
Pros
We can easily manage all the service data thanks to this tool.
Cons
It does not support small sized services, which is not great for our operation.
Rodrigo
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 13/05/2024
Perfect CRM for a company
my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.
Pros
What I love most are the reports that we can create based on the information that we want to see
Cons
I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.
Jade Anthony
- Industry: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 27/12/2024
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.
leonard
- Industry: Electrical/Electronic Manufacturing
- Company size: 51–200 Employees
- Used Weekly for 2+ years
-
Review Source
5
Reviewed on 08/10/2024
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,
Mason
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 12/02/2024
User friendly
My personal experience has been overall positive.
Pros
The reliability to be able to depend on the service in real time.
Cons
I don’t have access to use the full capability. But from what I have used no cons.
Dawn
- Industry: Automotive
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 25/06/2024
Sales Force comes with all the force!
Pros
I love customer management as well as employee tasking and account detail
Cons
There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every aspect of every customer account
Verified Reviewer
- Industry: Computer Software
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 25/03/2024
Great for sales tracking not so good for customer management
Pros
It’s great software to track sales due to its interfaces with other softwares and very customizable
Cons
It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients
Kelly
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 16/10/2023
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.
David
- Industry: Financial Services
- Company size: 501–1,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 28/03/2024
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.
Max
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1+ year
-
Review Source
4
Reviewed on 08/06/2024
It’s not mobile responsive
I wish it could be responsive on mobile devices.
Pros
Contact database management is easy. You can keep track of clients.
Cons
The system is not responsive on mobile devices.
Laura
- Industry: Hospital & Health Care
- Company size: 1,001–5,000 Employees
- Used Daily for 1+ year
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Review Source
4
Reviewed on 22/09/2023
It accelerates customer service and personalizes case management
Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.
Pros
With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.
Cons
In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.
