Salesforce.com Service Cloud


 

The Salesforce cloud is the leader in on-demand customer relationship management. The system offers a broad suite of CRM applications for small, mid-market and enterprise organizations, with a focus on sales and support.

Sometimes referred to just as "SFDC," Salesforce offers vertical solutions for the wealth management and financial services segments only, but its partner network (AppExchange) offers a wide variety of other industry-specific solutions. The applications are built on the unique Force.com platform, a modern architecture that provides increased flexibility and scalability to suit organizations of any size.

The Salesforce app has capabilities in sales management (its heritage), marketing automation, partner relationship management and customer service. These work together to help organizations manage customer accounts, track sales leads, conduct and monitor marketing campaigns and provide service post sale.

Salesforce’s social media application, Chatter, allows for social networking and collaboration across the organization. For very specialized industries and organizations, the Force.com platform enables custom application development. Developers can gain access to the application development environment and access the tools and resources they need to design, create and deploy a custom app for their organization.

Salesforce for Outlook allows users to synchronize contacts, calendars, emails and tasks in both places to reduce double entry. Because these capabilities are delivered via the cloud, this happens whether the email or task is completed in the office, home or during the morning commute. 

CRM Salesforce solutions are available only for software-as-a-service (SaaS) deployment. Force.com is a secure and scalable platform for development. It provides a complete technology stack that covers database and security as well as workflow and user interface.

This will vary depending on the number of users and needed functionality. Salesforce for small business allows users to manage an unlimited number of contacts, track sales deals, manage tasks and events, harvest Web leads and track performance with reporting. While the Salesforce enterprise edition layers in call scripts, team-selling functionality, business workflow, setup approval and automation, custom applications, advanced API integrations and more.

 

Salesforce.com Service Cloud - Service agent collaboration
 
  • Salesforce.com Service Cloud - Service agent collaboration
    Service agent collaboration
  • Salesforce.com Service Cloud - Service cloud mobile app
    Service cloud mobile app
  • Salesforce.com Service Cloud - Service communities
    Service communities
  • Salesforce.com Service Cloud - Social sharing
    Social sharing
  • Salesforce.com Service Cloud - Service knowledge
    Service knowledge
  • Salesforce.com Service Cloud - Social service
    Social service
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

36 Reviews of Salesforce.com Service Cloud

 

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Software Advice Reviews (24)
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Showing 1-20 of 24

Winnie from Coca-Cola
Specialty: Manufacturing
Number of employees: 10,000+ employees Employees number: 10,000+ employees

January 2017

January 2017

Salesforce.com

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful. I would highly recommend this product.

Pros

It is easy to use, highly configurable and can be administered by the business.

Cons

The license fee is expensive.

Advice to Others

Great tool to have.

 
 

Eric from MegaPath
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

Salesforce review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I cannot live without Salesforce. I use it daily to manage my prospects and manage my sales. very easy to use!

 
 

Glenn from Third Pillar Business Applications
Specialty: Consulting
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2017

January 2017

Project Manager

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Salesforce is a complete platform. Everything you need to make your company shoot for the stars is here. The ease of use and development is an advantage plus its accelerators give so many options to improve other needs

Pros

Ease of customization
Ready to use
Available accelerators

Cons

Modularized licenses
Cost

 
 

Adriana from Clarabridge
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2017

January 2017

Salesforce Administrator

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

As a Salesforce Administrator in charge of Sales Operations, I would recommend this product to any industry. It is customizable to meet any business need for all business.

Advice to Others

Only hire experienced administrators otherwise, you will not find the value you are looking for.

 
 

Diana from Convergys
Specialty: Other
Number of employees: 10,000+ employees Employees number: 10,000+ employees

January 2017

January 2017

Great tool for customizing reports with ease

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

In the past when I used this product it had many customizable reporting elements that made it very easy to track leads, opportunities and sales with ease

Pros

Security is great, good customer service

Cons

Outages or latency degradation

 
 

Desirae from ClientsFirst Consulting
Specialty: Consulting
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Salesforce for all

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae.

Pros

I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Cons

The two biggest drawbacks I have noticed are the following:
The inability to use custom fiscal years in the new forecasting.
The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Advice to Others

My best advice to companies interested in purchasing Salesforce is to work closely with their internal teams to identify and shore up your in-house processes before diving in. Put the effort into cleaning up current data and planning the transition with a good qualified consultant. Adoption is driven from the top down. The company heads and managers need to embrace the platform, get educated on it and use it so they can drive the adoption of their employees and answer questions as they come up.

 
 

Sam from Zycus Infotech Pvt Ltd
Specialty: Healthcare / Medicine
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2016

December 2016

Ease Engagement with Customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Customer engagement becomes easy by using Salesforce service call center. Helps to supports customer with proper information immediately whenever needed. Track of all the services provided through case management.

Pros

Useful to track of all the service provided
userfriendly
Interface is really good

Cons

price is high as compared to other vendors

Advice to Others

Good product

 
 

Samuel from Pureprofile.com
Specialty: Telecommunications
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2016

December 2016

Service makes easy with use of salesforce service cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It helps to resolve queries and provide suggestion much quickly and more effectively. Smooth functionality having all details of the customer in one particular software. Customer satisfaction is the key motive.

Pros

1. Customer generic
2. Knowledge base articles.
3. Connecting with social media websites like facebook, twitter etc

Cons

1. Salesforce software is costly than other software in the market.
2. One has to be trained so to understand all the bits and pieces of the software

Advice to Others

Salesforce Service cloud is a cloud-based application running on SAAS module. It's very scalable and very secure.

 
 

Kevin from Salesforce Consultant
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2016

December 2016

What's not to love?

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

An amazing user interface, and fantastic WYSWYG back end for configurations. Very little experience with systems needed.

Pros

Fantastic user interface

Cons

Reporting needs to be enhanced

Advice to Others

Fantastic tool, but make sure you get a good admin when implementing, you are going to want someone who knows what they are doing in order to truly have a good experience.

 
 

Jun from Genu Insurance Services
Specialty: Insurance
Number of employees: 1 employee Employees number: 1 employee

November 2016

November 2016

Well worth the money!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Pros

Accessibility: both on desktop and mobile app, very reliable
User management: easy to add user
Tech Support: very friendly and professional (too technical sometimes)

Cons

Set up: features are hard to set up. I had to Tech Support a couple of times for help.
Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it.
Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user.
Tech Support: respond time too long

Advice to Others

Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked.
Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

 
 

Sapana from Enzigma Software pvt ltd
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

November 2016

November 2016

Amazing way to run your Services

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

Pros

It does help service my clients and that translates into sales, easy to use and understand

Cons

I really love Salesforce and I don't have anything I dislike.

Advice to Others

It takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

 
 

Debra from Lion Rock Behavioral Health
Specialty: Healthcare Services
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2016

October 2016

Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

We use it for everything but onboarding. The Counselors and Management love it.

Pros

You can adapt it for almost anything.

Cons

Tough for the technology challenged.

Advice to Others

Try it!!!

 
 

Grant from BMC Software
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

October 2016

October 2016

Salesforce.com Service Cloud Strengthens Customer Focused Account Management

Ease-of-use

Functionality

Product Quality

Customer Support
N/A

SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app. The integration with SFDC Sales Cloud allows me to get up to speed on customer cases and issues so that I can improve the customer experience from an account management perspective and work directly with the support team to help resolve issues. This solution has enabled me to provide quick insight and solutions to my customers, that used to take days or weeks to research.

 
 

Ivan from RMC
Specialty: Construction
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2016

October 2016

Comprehensive Solution

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Good platform on a solid and widely used platform, not as many customizable options as we would have liked. More expensive than several other options we explored and numerous options didn't suit our business specifically.

 
 

Shane from Rotobec
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2016

October 2016

Everything is great except the business inteligence

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I have been using Desk.com for over a year now. We use this for our support center for our company. There is a page embedded right into our website that acts as a portal for all our support and warranty needs. The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.

Pros

Ease of use and set-up, ability to customize as needed.

Cons

Business intelligence or reporting is horrid. Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Advice to Others

Great opportunity to explore if you don't mind using a third party to do all of your reporting.

 
 

Patricio from K-Bro Linen Systems
Specialty: 3rd Party Logistics

September 2016

September 2016

We have just implemented

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Value for Money

Likes Best

Very straight forward yet powerful, particularly on the desktop version. It is a major plus for us that it can work off-line. The reporting is incredibly helpful and easy to use.Overall very satisfied with it and we feel like we are just scratching the surface.

Likes Least

The mobile app needs some more work. (There are some inconsistencies in use between the desktop and the mobile). Other thant that we find no major flaws with the product.

Recommendations

In terms of value might be the best one around. Other options we evaluated were either too expensive for a small-scale operation such as ours or very limited in functionality.

 
 

Joseph from JOSEPH MISKELL CPA
Specialty: 3rd Party Logistics

September 2016

September 2016

Sales Force Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

Sales Force CRM can be very useful when you have the programming knowledge to build it out

Likes Least

You must build it out yourself. It would be better if it came with various functions and tasks already built.

Recommendations

This can be a great tool but you need to be willing to invest the time necessary to customize it

 
 

Socrates from Panos Management
Specialty: 3rd Party Logistics

September 2016

September 2016

Used this product for over 2 years now and love it

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location.

Likes Least

There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records.

Recommendations

It's a little on the pricier side but if you have a lot of information and want a great efficient way to manage it and reduce physical unorganized files laying around, then this is an amazing tool. The time you save by utilizing this software will ultimately help you develop your business at a quicker rate.

 
 

Kristian from Ransom Hunter Heir Financial Services
Specialty: 3rd Party Logistics

September 2016

September 2016

Vice President

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

I most like the flexibility in using this product. I have enjoyed being able to customize the products according to my business.

Likes Least

I most dislike the time involved in set-up and customization.

Recommendations

I would recommend that others evaluating software have dedicated a point of contact with Salesforces adminstrators.

 
 

Josh from Nexus eWater
Specialty: Manufacturing

September 2016

September 2016

Can't go wrong with Salesforce products and services

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

Integration with Salesforce obviously makes this product easy peasy to use. Further, it makes it easy to extract as much value as possible.

Likes Least

I haven't encountered any problems with this product. As for the vendor, I've never had any problem getting issues resolved when I need to call the Salesforce folks. They are typically very timely and friendly which is appreciated.

Recommendations

Salesforce really is a one-stop shop solution. If you manage a very small business perhaps the investment isn't for you, but if you have a sales team of any capacity (let's say 3 or more) you really can't go wrong with Salesforce products.

 
 
 
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Showing 1-12 of 12

Chad from Kryterion Inc
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2016

December 2016

Different look, same Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We recently implemented ServiceCloud for our organization mainly for handling support cases and implementations. ServiceCloud does come with some added features, however, it is essentially a skin for Salesforce I have. To be honest, it does get confusing and sometimes annoying having to switch from Salesforce Classic to the Service Console. It would be nice if there was a setting to make everything open within the Service Console view.

Overall it seems like a half-finished product. There are some objects/features that are not optimized for the Service Console or lightning view yet. We have tweaked it enough to meet our needs and I am excited to see where it goes.

Pros

Easy to setup, fast way to manage cases, email-to-case & omnichannel.

Cons

ServiceCloud seems to just be a skin (a different way of viewing cases) I find myself switching back to Salesforce Classic often to make admin changes or view objects/apps that are not yet supported.

Advice to Others

You most likely do not need consultants to implement ServiceCloud if you already have a Salesforce org. It is really simple to setup.. mostly configuration that can be done by an admin.

Source: Capterra
 

Renu from Xerox

December 2016

December 2016

Another good feature of Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

It is Transforming company's service and it functions with Service Cloud. Deliver connected service wherever our customers are. Give our agents the power to review customer from the easy-to-use Lightning Console, so they can close cases faster and keep every customer happy.

Source: Capterra
 

Edward from Deloitte

December 2016

December 2016

Salesforce continues to improve Service Cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

Pros

Very easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Cons

Can be a little pricy but you get what you pay for, and the customisation is limitless

Source: Capterra
 

Rushitaa from Comity Designs

December 2016

December 2016

Service Cloud Lightning Experience

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Great Experience. Yet need improvements. We need to build components currently for basic features in classic layout. Yet it is simple.

Source: Capterra
 

Ashley from Freeman
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2016

October 2016

Service Cloud Lightning

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Since Lightning is still pretty new to the market, I gave the Features & Functionality a 4 out of 5. Only because there are still pieces of functionality that need to be updated to Lightning to make for an overall excellent experience in Salesforce. Other than that, works like a dream.

Source: Capterra
 

Tighe from DataBank IMX

April 2016

April 2016

Get out what you put in

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

My company recently went live with a Salesforce implementation to improve our net new prospecting efforts, and our customer mining capabilities and analysis. The software is very comprehensive and easy to use, adoption was not the main struggle. What we found was that viewing our collective customer information in a centralized hub like Salesforce revealed exactly how much information we were missing from our customer base. We now have the right platform to organize and maintain the crucial account data that makes our sales people successful. The moral of this story is sometimes it takes a new perspective to instigate necessary change. Salesforce has given us that perspective. We now have the happy problem of entering much more data on our customers than we ever have before, and this will lead to great things for our sales team.

Source: Capterra
 


March 2016

March 2016

Salesforce Service Cloud is Universal

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

I have used Salesforce at work for multiple tasks ranging from creating account directory for merchants and customers to building detailed pages for several products to be processed for website publishing. One of the problems we were trying to solve is how to maintain a big directory platform of information and increase work efficiency to achieve the goal in establishing a large database of suppliers, vendors, and customers. So far, the software has met expectations in providing a good platform to maintain interior work operation and assisting customer's inquiries.

Pros

Professional interface, A lot of features to utilize to process work, Collaborate users as a team to work on different sections on a large platform

Cons

It is not exactly simple layout because of the populated information fields presented but once one understands the outline of the page- it would be easier to navigate. For beginner users- it's best to go through tutorials found in the Help section or have an experienced user provide an overview. There might be some technical glitches in processing the next page when there are other users attempting to add/delete information. Perhaps a notification to another user when the page is free to edit would be helpful.

Source: GetApp
 


March 2016

March 2016

Valuable Time Saver

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out the middleman.

Pros

It's easy to use and very intuitive. I've only used customer service once, but found it very helpful.

Cons

I have no major issues with the app at this time. So far, it has been a real time saver and always for adoption by the entire organization.

Source: GetApp
 

Jason from Scality
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2016

March 2016

Clouddy?

Product Quality

Product Quality
Quality

Standard SFDC platform, doesnt do all that you want it to do but it gets the job done and gets your organized. I think it's a bit pricey but everything with Sfdc is pricey.

Pros

the interface is pretty easy to use

Cons

not always obvious how to figure stuff out

Source: GetApp
 


March 2016

March 2016

Great potential

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

This is a great cross-platform tool that is easy to implement. It's robust enough to get pretty complex with processes, but unfortunately there is a learning curve to this kind of customization. The price is a bit high, especially if you're not taking advantage of said customization.

Pros

Easy to implement, supports all devices, customization

Cons

a bit pricey, you really have to 'learn by doing'

Source: GetApp
 


March 2016

March 2016

Salesforce Service Cloud as Help Desk

Ease-of-use

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Product Quality
Quality
Value for Money
Value
Support

Salesforce Service Cloud across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won’t regret.

Pros

Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice:

Offers users with a single platform which they could use to deliver immediate and reliable customer service.
Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.)
Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day.
Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions.
Predictive support helps the system resolve issues even before they happen.
Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster.
Service Cloud Communities redefine

Cons

The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market.
Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers.
If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features.

Source: GetApp
 


March 2016

March 2016

Salesforce and I

Ease-of-use

Product Quality

Ease-of-use
Usability
Product Quality
Quality

I primarily use Salesforce for Case management. For the most part it is very intuitive, and customized for our business. I do not work directly with Salesforce, but with my employer for any system issues. I find a few processes clumsy and too many clicks, but for the most part it compliments my daily responsibilities.

Source: GetApp