About 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 an...


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Supported Operating System(s):

Mac OS, Web browser (OS agnostic)

516 Reviews of Salesforce Service Cloud

Average User Ratings

Overall

4.37 / 5 stars

Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.5

Ratings Snapshot

5 stars

(251)

251

4 stars

(202)

202

3 stars

(42)

42

2 stars

(11)

11

1 stars

(3)

3

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 516 results

August 2019

User Profile Picture

Jordan from Doctolib

Verified Reviewer

Company Size: 501-1,000 employees

Industry: Information Technology and Services

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

3.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

August 2019

Awesome Ticketing System

Users are really more productive than previous tool

Pros

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons

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.

Reasons for Switching to Salesforce Service Cloud

Weak reporting capabilities, weak Salesforce integration

November 2019

Jennifer from A/R Funding

Company Size: 11-50 employees

Industry: Financial Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Functionality

4.0

November 2019

Everything I need on one page

I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Pros

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Cons

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Reasons for Choosing Salesforce Service Cloud

Salesforce is much more sophisticated, yet easier to use. It has a lot more features and allows the sales team to follow their prospects/opportunities from start to finish very easily.

February 2021

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Time Used: More than 2 years

Review Source: GetApp


Ease-of-use

5.0

Value for money

3.0

Customer support

5.0

Functionality

4.0

February 2021

Does what we need it to

Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

Pros

Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Cons

There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

November 2020

Govindraj from Yapsody

Company Size: 11-50 employees

Industry: Hospitality

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

2.0

Value for money

1.0

Customer support

3.0

Functionality

1.0

November 2020

Complex customer support software

We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Reasons for Choosing Salesforce Service Cloud

We Directly moved to Salesforce from Zendesk as it was a Management decisions

Reasons for Switching to Salesforce Service Cloud

It was a Management decisions they wanted to try Salesforce as we were scaling up.

February 2021

Anonymous

Verified Reviewer

Company Size: 5,001-10,000 employees

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

4.0

Functionality

5.0

February 2021

Complete solution for after-sales service management

It is ideal for stable, time-tested customer-facing workflows that can benefit the most from automation.

Pros

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases. We use it to track interactions with customers reaching out to our After Sales Service division, and it works very well from the small scale to the macro-organization level.

Cons

Despite the interface being intuitive for end users, there is a pretty steep learning curve in setting the system up to fit our needs and processes, which we achieved through a third-party system integrator. For the same reason, changing a configuration or adjusting to a new process takes time and effort.