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.



351 Reviews of Salesforce.com Service Cloud

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 351 reviews

December 2018

Dan from MenuPad

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

THE standard

Pros

Lots of features, flexibility, customization options to tailor for your business

Cons

The learning curve is a little steep for new users

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Keeping up with a large database with Salesforce

Pros

Being able to store and view an exponential amount of data

Cons

If there is an error with the system, I cannot fix it hands on. I need to get in contact with IT

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

4 of 5

Functionality

5 of 5

December 2018

Very Powerful Tool

Pros

Salesforce is very customizable. There's so much you can do with it to tailor it to your organization. It connects all of our departments together and allows us a historical picture into each individual customer.

Cons

Difficult to implement. Difficult to learn. Lack of awareness of the available tools like User Communities, Macros, and Email Templates.

December 2018

Joe from Avochato

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Best CRM out there

Pros

Salesforce is the best place to store important customer information and make sure that it's accessible. It also has a virtually limitless app store that will add almost every kind of functionality you could ask for.

Cons

The system takes a lot of time and commitment to get up and running. Lightning isn't super intuitive when compared to Classic.

December 2018

CLaudien from Michelin

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

December 2018

Selling force

Pros

Salesforce is the most complete and simple CRM I was given to use. You can associate the applications you want to your account, depending on your needs, and all will communicate between them.

Cons

I don't have any problems so far. Maybe we could say you need a powerful computer if you want to open several apps fril Salesforce at the same time !

December 2018

Christiana from CPJ Global

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Easy to use CRM

Pros

Our team uses the visual dashboard to track works and what we do for our clients. The record keeping and team working together are what I enjoyed most.

Cons

Seems to be working fine but be prepared for the limits before investing into it but it sure have features that will help sales.

December 2018

Michael from IntellectSoft

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Great conditions

Pros

This product provides full-featured access even at a free rate. Good customization and a decent level of integration with other applications. Compared with other programs, I decided to stay on this.

Cons

There are several minor drawbacks, but they do not affect the overall impression. A somewhat overloaded interface, it would not hurt to work on optimizing it. Everything else is cool.

December 2018

Rutvij from United Shore

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

The Force

Pros

Everything is liked from the software. Best software on the earth.

Cons

Nothing disliked. Best software on the earth.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Best CRM for serious businesses

Salesforce has been the most important software we have implemented.

Pros

The best thing about Salesforce is the ability to customize the platform to work with our business. You can also integrate all your other softwares to Salesforce.

Cons

The only con is that it takes time to set-up correctly but will allow you to scale and grow.

December 2018

Tarun from Strategic IT Solutions Inc

Company Size: 5,001-10,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Salesforce

Pros

Salesforce is a great CRM tool for handling sales and customer date

Cons

There is nothing in the tool that can be classified as a con

December 2018

Amanda from Trendy Stream

Company Size: 51-200 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

What we need for a successful business

Pros

Service Cloud focuses on solving customer service tasks and automates the key functions of this process so that we can focus the attention of our employees on the website, social networks, and references of our clients. The cloud interacts with Google, so our staff can always find the necessary answers to customers’ questions, even in the most emergency situations. In Service Cloud, information is recorded directly in the CRM database, so it is an invaluable tool for e-commerce, financial services, as well as a number of other industries.

Cons

Overall, we have just a few problematic issues we want to mention here. We had some difficulties when we tried to integrate Service Cloud with Azure, but, luckily, they were solved pretty fast.

December 2018

Anonymous

Verified Reviewer

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

The best cloud CRM available to successfully manage your customers

Salesforce is fast gaining popularity.. I have been using it at my current workplace as well as my previous workplace. Using Salesforce has been a treat. I can track leads, send out marketing material for selected groups as well as track sales- an end to end solution. I recently discovered the Data import wizard and it has made life so much easier. The customer service team is also very responsive. It is a win-win!

Pros

The best feature of Salesforce is its easy setup- its objects and associated processes are intuitive and come with an interactive platform. Lead management is seamless and the ability to automate marketing is a cherry on the top.

Cons

Price might be a tipping point (as always is) but the services offered are worth paying for.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Easy to use sales rep essential!

Pros

Salesforce makes working in a CRM so easy! I am able to keep an easy to view report of my accounts and see the most updated activity as well as be as detailed as needed within each account. The customization makes the platform incredibly convenient. I have experience with several CRM's but Salesforce has been the easiest to use yet!

Cons

The reporting functionality is AWESOME once you master it. It is be a little tricky but after getting experience with it and knowing what fields you want to pull it makes it easy.

December 2018

Grigoriy from Genius Marketing

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Multifunctional tool

Pros

After a short period of study and habituation, we managed to implement the full use of Salesforce. In case of an error, the program reports that something has been done wrong. Easy integration with document programs.

Cons

Pretty confusing navigation. I would like the process of editing fields in the file to be simplified. The user interface looks outdated and needs to be updated.

December 2018

Anonymous

Verified Reviewer

Company Size: 10,000+ employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Easy to use

Pros

Salesforce has a very functional user interface, and is easy to use.

Cons

There's actually nothing that I would report that I don't like about this software.

December 2018

Aurora from Consulting

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

3 of 5

Functionality

4 of 5

December 2018

Lots of features... almost too many

Pros

Good way of tracking lots of moving parts, and forwarding cases between teams.

Cons

Complex, easy to get lost while navigating.

December 2018

Kirill from Internet marketing agency Netpeak

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Powerful sales management system

Pros

In our company, we use the SalesForce online service to manage our sales system. The main advantage of this tool is the presence of a powerful analytics system. Based on this data, you can create reports on revenue and net income.

Cons

The first thing I lack in the SalesForce service is the ability to upload all analytical information from my personal account. The second thing I would add is lead monitoring in real time.

December 2018

Tanya from SSA LTD

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

A useful platform, but difficult to master

Pros

In our company, SalesForce is used to solve many problems, for example, for comfortable tracking of customer contacts. It is possible to easily integrate with programs for documents.

Cons

I had to spend a lot of time on the partial study of the available functionality that I need at the current time, so I think that in order to complete it, it will take a lot more.

December 2018

Daniella from Conversion Moe

Company Size: 1,001-5,000 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Salesforce is complicated at the beginning, and a very good habit to be constant.

Our team was a bit confused with its range of tools. On the other hand, after spending a few minutes and getting used to it, it was amazing how long it took us to use it, it saves a lot of time and space, its optimization can improve.

Pros

We are pleased to see the demonstration of this platform, what we could note in our database is the following. It has an interesting interface, very affordable when it comes to be used and a top quality technical service.

Cons

However, we must emphasize the negative things to make a balanced criticism, first of all we must know and be aware that it has a terrible performance and even worse optimization, and a range of tools quite confusing.

December 2018

Roman from SSA Group

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Reliable online business process management system

Pros

In our company, we use SalesForce to manage sales and marketing. The service provides a large number of different settings and configurations. You can create and manage lists of tasks.

Cons

The SalesForce tool does not allow managers or other employees of the system to work with documents: contracts, acts, statements, etc. No quick response feature to customers.