Salesforce.com Service Cloud Software


 

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.

 

Salesforce.com Service Cloud - Service console
 
  • Salesforce.com Service Cloud - Service console
    Service console
  • Salesforce.com Service Cloud - Service knowlege
    Service knowlege
  • Salesforce.com Service Cloud - Service social service
    Service social service
  • 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
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

277 Reviews of Salesforce.com Service Cloud

 

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Software Advice Reviews (80)
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Showing 1-20 of 80

Monica from Inspired Bronze
Specialty: Manufacturing
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Ok for keeping track of customers

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It makes for a very easy way to keep track of your customers information. Everything, including what items they order or what project you are doing for them all in one place.

Cons

There are too many steps involved to keep track of everything. Finding the information you need takes a few minutes, instead of being right at your finger tips.

Review Source
 
 

Carmen from Gattuso Consulting LLC
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Solid application. Great analytics and CRM functionality.

Pros

Very intuitive software to use. Good workflow functionality. Minimal training required. Good analytics.

Cons

It is a little expensive compared to other applications. Reporting capabilities could be more robust.

Review Source
 
 

Harmandeep from PeerIQ
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Salesforce.com Service Cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate.

Cons

It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive.

Review Source
 
 

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

The best CRM software in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers.

Cons

It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues.

Review Source
 
 

Deirdre from Turbo Tax
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

Great Collaboration with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Easy to use since I am a long time Salesforce user. I've never needed to use support, but easy access is definitely there.

Cons

I honestly have not found any cons. However, I maybe at a huge advantage because I have used salesforce for many years.

Review Source
 
 

Kevin from Salesforce Consultant
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Service Cloud is next level service for your team!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons

Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

Review Source
 
 

Sunny from IdealUser
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy Modification

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce.com is very easy to use. They have very helpful, friendly and responsive staff. I am excited to see how my organization will expand the tools offerings.

Cons

Other Thant that we find no major flaws with the product. It looks like a traditional system but need to have more front-end capabilities improved.

Review Source
 
 

Haley from The Mint Julep Boutique
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Good For Tracking Concerns

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons

There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Review Source
 
 

ADam from Electrical/Electronic Manufacturing
Specialty: Engineering
Number of employees: 10,000+ employees Employees number: 10,000+ employees

February 2018

February 2018

Great to use, easy integration with Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Incredibly easy integration with salesforce, saving time and resources. Easy to use as well! Quick learning curve.

Cons

For me it was not a big con, because i use salesforce, but i feel it wouldn't be as easy to use if you currently dont use salesforce.

Review Source
 
 

Jason from DE-EL Enterprises, Inc.
Specialty: Construction
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Expensive but Well-Respected

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons

The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

Review Source
 
 

Edward from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Improvement Over Previous CRM Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Review Source
 
 

Priscilla from Electronic Caregiver
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

January 2018

January 2018

One Stop Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager.

Pros

There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business.

Cons

I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with.

Review Source
 
 

Kevin from Megapath
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Service cloud on crack

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons

A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Review Source
 
 

Hannah from Gap Inc.
Specialty: Retail
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Inconsistent, but easy to use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It’s a pretty straight forward software, easy to train people on even without much computer skills.

Cons

Really inconsistent when searching for things. Slow all of the time and almost seems like it has a mind of it’s own.

Review Source
 
 

Haley from Retail
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Excellent for Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use Desk in our customer service department and it is great for having many users in the same inbox at once. It pulls in our emails from several different accounts and even chat transcripts and facebook messages so we have everything in one place. Very happy!

Cons

Resolving many emails at once can be slow and every once in a while forwarding doesn't work, but these are usually quickly resolved!

Review Source
 
 

Anoosha from Taashee Linux services
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2017

November 2017

One of most popular help desk solutions is Desk.com

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels

Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Canned Responses

Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations

Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported

Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available

Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Review Source
 
 

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

November 2017

November 2017

Great issue tracking

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons

some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Review Source
 
 

Shawn from Playboy
Specialty: Media
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

Salesforce essential for big companies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros

1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots

Cons

1. Expensive
2. hard to get help sometimes
3. More options.
4. Some company employers don't believe in it

Review Source
 
 

ana from Chelsea Groton
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Great tools for call record keeping (calls and all communications)
Lead assignment between agents
Customer profile creation

Cons

Difficult behind the scenes (leads loading)
Working with excel and adding the leads to Sales Force was very particular and difficult

Review Source
 
 

Katherine from G-Form
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2017

August 2017

Short learning curve, good basic service

Ease-of-use

Functionality

Product Quality

Customer Support

Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros

The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns.

The program also integrates with LiveChat, however, the execution is cumbersome.

Cons

When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information.

Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful.

I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.

Review Source
 
 
 
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Showing 1-20 of 197


April 2018

April 2018

Used as a CRM for student retention efforts

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

This tool has been really hard to work with and configure, but it's the only game in town so it's hard to change away.

Pros

The ability to create new triggers and action items is easy. There needs to be a far better workflow management around it for managers to approve things, but if everyone is autonomous in the organization without accountability, this would be fine.

Cons

The software overall is quite difficult to implement and to organize. It's a really difficult experience for new users - only power users seem to enjoy the system and find it easy.

Review Source: Capterra
 

Ilse Yolanda from 3.zero

April 2018

April 2018

It is really easy to keep an eye on what your community are doing.

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

The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

Pros

Sharing information with my co workers is helpful, also traking what is going on as events. We can keep in touch longer.

Cons

Mobile interface is kind of deficent. The access is limited because interface is not bog enough to support cellphones or tablets.

Review Source: Capterra
 

Tanja from Soulcentric LLC

April 2018

April 2018

Great service for any organization

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
Pros

Salesforce Service Cloud is a very versatile platform that has many cool features that allow you to communicate with customers through email, web forms, chat, and social media. Integrates with other data sources to provide a full customer view when they contact us. It is also very easy to implement a template for automatic email responses. Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization.

Cons

Case management and an interface are a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.

Review Source: GetApp
 


April 2018

April 2018

Salesforce the ticketing system

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

The benefits I get from using salesforce are exceptional. I am able to check on my days off what I need to look into when I get to work. I can see if a client has replied to my inquiry or if they are still getting more information for me.

Pros

I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me.

Cons

I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.

Review Source: Capterra
 


April 2018

April 2018

This product can do anything you can imagine, but it can be very expensive to do exactly that.

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

This product can do anything you can imagine, but it can be very expensive to do exactly that.

Pros

Slaesforce has been instrumental in connecting all of our teams and our various workflows into one system that helps automate the whole process.

Cons

any real integrations will take an expensive developer to get it all working correctly. The apis are fairly easy to use, but anything out of the built in functionality is a bit tricky.

Review Source: Capterra
 


April 2018

April 2018

Good communication with customers

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
Pros

Service Cloud allows us to improve the customer experience in each and every one of the interactions with our company, making it easier for all employees to offer personalized attention through any channel

Cons

What I liked the least is that a high demand from customers delays the efficiency of the sellers. However, it is still a good service.

Review Source: Capterra
 

Beena from eworldes

April 2018

April 2018

Very easy to use, we can create a mobile app in a day.

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

Very easy CRM apps and more clients are going towards the Salesforce and we are converting more and more business to web/mobile app in salesforce.

Pros

Not much coding is involved, easy drag and drop feature, and there is no need to create a different website for mobile app it publishes it automatically. The data modeling and business intelligence features are nice. Cloud based. Real time visibility and email integration makes the decision making faster.

Cons

Price is expensive for small business. Limited portability since Salesforce doesn't support any public cloud.

Review Source: Capterra
 


March 2018

March 2018

Salesforce is a great CRM

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
Pros

Salesforce is user-friendly and intuitive to use. Works well with any browser and allows me to get work done quickly.

Cons

Salesforce can sometimes feel laggy and unresponsive. The CRM aspect of the software could be improved.

Review Source: Capterra
 

Susie from VISION EASE

March 2018

March 2018

Powerful CRM and Marketing Automation Tools

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
Pros

I've worked with several CRM softwares, but nothing comes close to Salesforce - and nothing beats it in scalability. We use CRM + Pardot marketing automation tool. We've been able to build a marketing automation program to help reach and retain our customers

Cons

I don't have any cons, but I would say that beginners might find the salesforce ecosystem overwhelming. It does take experience and training to implement - but that's with every platform

Review Source: Capterra
 


March 2018

March 2018

Integrations Galore

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

Good starter tool, but lacking a user experience that makes you "want" to use it.

Pros

Open API that allows you to connect to other tools that you're using to run your business. We have our tool connected to SalesForce, Talkdesk, Google Docs, etc.

Cons

The platform has gone down a few times, leaving us to figure out how to communicate with our customers. The UI/UX isn't the best.

Review Source: Capterra
 

Sara Natalie from Fondo de Compensación Interterritorial

March 2018

March 2018

Used for automatic customer registration, without manual data entry, which is updated instantly with

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

Also used as a tool through email with personalized emails from 1 to many that simplify the reach of prospects.

Pros

Provides analytical tools and other services, such as email alert, Google search and access to customer rights and contracts, Provides an interface for case management and task management

Cons

The software must be well integrated from the beginning to be successful, and the complexity of CRMs often requires constant technical support. Data can quickly become obsolete if employees do not use the system correctly

Review Source: Capterra
 

Patrick from SC

March 2018

March 2018

Top notch CRM, Great Customization

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
Pros

Great CRM that can be customized down to the last detail. Plenty of extra add-ons and great customer support. You ca use it out of the box or mold it to your own specs. Great customer service.

Cons

While the out of the box cost is not that bad customization can add up. Also a learning curve on the back-end and it does take time to configure . Some of the add=on come with an additional cost.

Review Source: Capterra
 

Hector from Rush49

March 2018

March 2018

Changing our Sales Process 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
Pros

I like that it has so many features and many customizable options to fit our service. Easy search and organization tools allow us to look through thousands of customers quickly.

Cons

Overwhelming at first, but they offer a lot of support and training to really master the software. Have had for over 2 years.

Review Source: Capterra
 

Jason from The Organic Bloom

March 2018

March 2018

Great helpdesk and customer communication option

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
Pros

Way better option for customer support than just a basic email account. Really nice options for setting up a support site

Cons

Really poor live chat option. No customer website traffic integration. This ultimately caused our move to Intercom

Review Source: Capterra
 

Jason from SouthWest Auto

March 2018

March 2018

Awesome product for Automotive sales

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
Pros

Very easy to use clients will always be taken care of as far as questions answered and setting appointments with sales

Review Source: Capterra
 


March 2018

March 2018

Just go with it.

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
Pros

Salesforce CRM is just a perfect solution for a company as it not only gives the CRM solution but also provides the satisfaction survey as well helps in develop the multiple reports, as it is a centralized system. It is easy to understand and adaptable moreover customization as well. It helps to track the customers as well as it is helpful in increasing the employees productivity.

Cons

Pricing: For some small businesses, pricing may also be an issue.
Drag and Drop: It would be great to be able to drag and drop a file directly.
Training & Development: It’s not a user friendly platform. It would be better, if Salesforce can start conducting training session for new users.

Review Source: Capterra
 

Claudia from http://www.diamondvita.com
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

A decent application for business

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
Pros

In our company (although it is small), very important is the operational communication between office and remote workers, quick answers to customers. All this helps to establish SalesForce. Another advantage of software is the ability to use it both on working computers and on mobile devices.

Cons

Even the minimum tariff plan for SalesForce can be an unbearable financial burden for small businesses that are forced to save every dollar.

Review Source: Capterra
 

Volodumur from www.heal10.com
Number of employees: 2-10 employees Employees number: 2-10 employees

March 2018

March 2018

We use SalesForce as a marketing tool

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
Pros

In our activity, all the information that relates to the client (his personal data, place of work, etc.) is important, we collect, process and store it in SalesForce. Service is convenient because access to your information can be obtained from almost anywhere in the world, the data is stored in the cloud, which means that you do not have to worry about regular backups.

Cons

At first, it was difficult for us to understand some of the functions and we had to regularly contact technical support, where we always received reliable and detailed recommendations.

Review Source: Capterra
 

perry from Panda Consulting Group

February 2018

February 2018

Very expensive, and I can't get my data out at the end

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

Not a lot of long term benefit. We left the software and had to pay hundreds of dollars to get our data back that we had put in. Also someone in our office had their term end before he got the data and they made him pay for a full year in order to access it to get the data out. They won't let you pay for a month or retrieve your data once your contract expires.

Pros

The software is easy to use, it is cloud based so no software to install, i can share my data with other people in my office, but can't see if they ever access it or what they do with it.

Cons

Very expensive, Have to pay for a year in advance, so if I chose to leave i lose the money, and if something else is better you can't get out. And very hard to get your data out if you chose to go to another product. They want you forever

Review Source: Capterra
 


February 2018

February 2018

Great for simple helpdesk cases but not intended to be feature rich or robust.

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's allowed us to have a basic helpdesk tool that integrates with Salesforce.

Pros

As a helpdesk case tool, it works. Great for simple troubleshooting and just general inquiry cases where by correspondences are kept to a minimum.

Cons

Sold as having great integration with Salesforce, but the integration is extremely difficult to setup and not all fields are integrated. Everyone needs to have a Salesforce license to be able to use the desk tool properly and that gets very expensive. DO NOT try to use the tool as a task manger or PM supplement as it does not work well for these functions. There is also no place to store Client level notes in the tool itself so if someone was backing you up, there would be no place for them to reference client preferences or standard operating procedures for a specific client from Desk itself.

Review Source: Capterra
 
 
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