Salesforce Service Cloud

Salesforce Service Cloud

4.39

(571)

best for

  • Customer Relationship Management
  • Best For All Business Sizes
  • Supports Multiple Platforms

what reviewers say

  • Great value for money
  • Great ease of use
  • Great functionality

What is Salesforce Service Cloud?

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to 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. Chat... read more
Business rules
Business rules
Casse management bulk editing
Casse management bulk editing
Case management labels
Case management labels
Productivity tools
Productivity tools
Universal inbox
Universal inbox
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User Review Highlights

4.39

571 Reviews

5
292
4
223
3
46
2
11
1
3
4

Ease-of-use

out of 5
4

Customer Support

out of 5
4

Value for money

out of 5
4.5

Functionality

out of 5
  • icon"Easy to use, very complete and dynamic. Great tool, platform to take advantage of sales opportunities and business administration."
  • icon"I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields."
  • icon"This product was great for connecting myself and other employees through one integrated system to manage and conduct sales activity."
  • icon"The software is so specific in its data entry that it is frustrating when small mistakes impact the data."
  • icon"Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization."
  • icon"Sometimes I wouldn't get the notifications about the sales and it was hard to learn right away."

Read user reviews

Which features does Salesforce Service Cloud offer?

Top Salesforce Service Cloud features and user ratings for each are:

Knowledge Base Management
4.2 (15)
Electronic Signature
CRM
Call Scripting
Alerts/Notifications
Dashboard
Customizable Branding
2.7 (3)
Contact Database
Appointment Management
Document Management
5.0 (3)
Access Controls/Permissions
4.5 (6)
Call Logging
5.0 (5)
Queue Management
4.5 (6)
Call Center Management
3.7 (3)

This data is sourced from real user reviews, to provide you with unbiased context from people who actually use Salesforce Service Cloud.

How easy is Salesforce Service Cloud to use and deploy?

Salesforce Service Cloud supports multiple deployment options, including: Cloud, SaaS, Web-based, iPhone, iPad, Android.

People who reviewed this software give it a 4 star rating for ease-of-use.

What do verified users say about Salesforce Service Cloud

4.39/5 out of 571 Reviews

Showing 1 - 5 of 575 reviews

User Profile

Elizabeth

Verified reviewer

Company size: 5,001-10,000 employees

Industry: Retail

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

Excellent for data tracking and analysis

This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Pros

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Cons

The initial setup is a bit complex and takes time.

Reasons for switching to Salesforce Service Cloud

salesforce has better integration with others software of the same brand

Anonymous

Company size: 1,001-5,000 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

Powerful and critical user friendly software

Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

Pros

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

Cons

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.

Anthony

Company size: 11-50 employees

Industry: Financial Services

Time used: Less than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
2

Value for money

out of 5
5

Customer support

out of 5
3

Functionality

out of 5

June 2022

Great product but gets expensive fast

Pros

The program is very customizable and navigation is very easy to learn

Cons

gets expensive fast with any customization you may need

User Profile

Shayla

Verified reviewer

Company size: 1,001-5,000 employees

Industry: Internet

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

Easy to implement, good data management

Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Pros

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Cons

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Reasons for switching to Salesforce Service Cloud

Trailhead's online training is a fantastic resource. When you have a difficulty, the community is always there to assist you out. There are several tools available to assist you in determining your company's requirements.

Barkha

Company size: 1,001-5,000 employees

Industry: Airlines/Aviation

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

June 2022

Exceptional customer engagement tool

It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Pros

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Cons

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.

Showing 1 - 5 of 575 reviews

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