Salesforce.com Service Cloud software


239 reviews(4.5/5)
239 reviews(4.5/5)

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 centralize and optimize 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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic)

239 Reviews of Salesforce.com Service Cloud

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  • David from Enter Computers

    Number of employees: 2-10 employees

    September 2018

    Good Donation Tracker

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    It was easy to us and the Customer Support was amazing. I was skeptical at first but one of there sales guys turned me around.

    Cons

    Didn't find any real cons about this software. when I did run into a problem Customer Service helped me.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    The best platform for standardizing your processes and putting your business on a path to success

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Salesforce is by far the market leader in this category due to the rich feature support, strong reporting tools, and flexible customization. There really is no comparison against them for fitting your business with a solution that needs to meet custom requirements. Let's be honest, no business is the same and so you are never going to find an out of the box solution that solves all of your problems. Standard Salesforce doesn't meet your needs? No problem, they have so many plugins adapted for exactly these things. Or you could just go ahead and customize it yourself.

    Cons

    Of course with all the customization comes quite the learning curve, you might need to hire consultants/contractors, and possibly spend quite a bit for the final implementation.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Good product, customer support waning.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Great product, poor customer support.

    Pros

    Quality, software is the obvious market leader in the category. Does everything you could possibly want in a CRM.

    Cons

    I don't normally dis companies online, however must say our customer support was poor on numerous occasions.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 2-10 employees

    September 2018

    Salesforce review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    The core of the product is that it allows to keep a better tracking of your salesforce and to follow in real time what's going on in your organization. In that sense it has been useful for us

    Cons

    I found some features a bit outdated. It would be nice for example to drag and drop files and activities in the dashboard instead of manually have to upload them

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jacob from JP Industries

    Number of employees: 1 employee

    September 2018

    Just an Okay Software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I liked the design of the interface of the Service Platform. I also loved that the cases feature was more info the future with the design and layout

    Cons

    I didn't like it because I could not like to my CRM that I use. I also hated it because I could not integrate with the Telephony platform I use either. Some of the features that are in other products are not all available within the Software

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Skielar from Mark Miller Subaru

    Number of employees: 51-200 employees

    September 2018

    organized and easy

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I sell medical supplies for a healthcare company and we use salesforce for everything! It is where we dial our customers and record the sales. I love the layout and organization of this software!

    Cons

    I have nothing negative to say about Salesforce.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 10,000+ employees

    September 2018

    Customer 360 View of Service Requests

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    With service cloud we are able to provide the needed visibility to any cases reported by our customers.

    Pros

    Service Cloud enables us to have a 360 degree view of our cases. Prior to service cloud our salesforce was unaware of customer reported issues. With service cloud, the salesforce can view all customer reported cases prior to visiting/contacting customers so they can be prepared and followup as needed. With the integration of the other salesforce products such as community cloud our customers can also view the status of their cases.

    Cons

    No real dislikes about the software. Service Cloud has greatly approved the visibility of cases by all parties that interact with our customers .

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    Robust program but can be complicated

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    The good and bad of Salesforce is a two-edged sword. It is highly customizable and very robust, but that can also make it challenging to use. I do like the automated notifications you can set up

    Cons

    It can be complex to use and the UI isn't super appealing. The reporting is really bad - both the UI and the functionality

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: GetApp
  • Verified Reviewer

    Number of employees: 11-50 employees

    September 2018

    Messy and ineffective

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    Salesforce has a lot of features. So many features in fact, that you would think it would be a winner.

    Cons

    It’s a usability nightmare. Over-engineered and for us it was ineffective as no one wanted to use it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kate from iContact

    Number of employees: 501-1,000 employees

    September 2018

    Salesforce Lightning

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    -easy to keep all notes in one place and keep track of accounts
    -have been using it for years so familiar with it at this point

    Cons

    -new lightning update is not as easy to use as it could be
    -feel like the interface is a bit clunkier, post- lightning update
    -error alerts are sometimes pretty generic, hard to see why I cannot save a record

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    September 2018

    Game Changer!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Very versatile and easy to customize. Integrates easily into your workflow. Somewhat open source so you can add customization and 3rd party plugins.

    Cons

    Needs some set up, but once it's up and running easy to use.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 10,000+ employees

    September 2018

    Salesforce is one of the best CRM out there!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

    Pros

    Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this.

    There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests.

    With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking.

    Now, we were able to make a great relationship with our candidates and clients through Salesforce.

    Cons

    What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 2-10 employees

    September 2018

    Great for Performance Tracking

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    My last 2 companies have used salesforce. It is a great tool for tracking prospects and keeping your sales people accountable and motivated.

    Cons

    Some of the functions were difficult to use. The interface could be more intuitive. Some of the add-ons are expensive

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • JeRon from Standard Insurance Company

    Number of employees: 5,001-10,000 employees

    September 2018

    Salesforce Review

    Ease-of-use
    Functionality
    Quality
    Support

    This is actually the second job where I have had to use Salesforce. With my current job I see that there has been an immense increase in the functions of the system. It's actually easier less confusing now that it was before.

    Pros

    I like that it offers a central location to perform a lot of the functions of my job.

    Cons

    Sometimes it can be a bit confusing to navigate when I'm using functions other than ones that I use on a daily basis.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    September 2018

    New to Salesforce - great platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Salesforce has been key for tracking conversions.

    Cons

    Creating new reports can be a bit confusing when you are new to the platform.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    September 2018

    Salesforce Review

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I like that it is easy to use and has all my information in one spot

    Cons

    Seems a little clunky and hard to make reports sometimes

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Greg from Envera Systems

    Number of employees: 201-500 employees

    September 2018

    Multiple deployments of Service Cloud and all successful

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We have gone from a 30 day history of generic cases to a 360 view across all functions for all time on every customer. We now manage our data instead of it managing us.

    Pros

    This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment.

    Cons

    We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    September 2018

    AMAZING for sales tracking

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I love that it's customizable for the specific needs of our organization and the definitions we have. There are also amazing integrations built in.

    Cons

    I wish it updated a little bit quicker. I get delayed sometimes.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Eman from The Results Companies

    Number of employees: 10,000+ employees

    August 2018

    SalesForce is the best company database or CRM that lives on browsers!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mike from StormWind Studios

    Number of employees: 51-200 employees

    August 2018

    The best CRM

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Great and positive experience with this product. A big investment but will give you tools to make you successful.

    Pros

    Salesforce is an absolute monster of a CRM. There is a huge amount of tools and data that can be tracked and reported. Once you learn how to use it, it gets much easier but there is a ton of data you can sift through depending on how your company wants to use it.

    Cons

    Very confusing at first. I've been using it daily for over 4 years and I'm still learning new things constantly.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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