Supported Operating System(s):
Mac OS, Web browser (OS agnostic)About Service Cloud Field Service
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...
465 Reviews of Service Cloud Field Service
Average User Ratings
Overall
4.39 / 5 stars
Ease-of-use
4.0
Value for money
4.0
Customer support
4.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
August 2019
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.
November 2019
Jennifer from A/R Funding
Verified Reviewer
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 Service Cloud Field Service
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 2020
Harry from H&F Communicatrions, inc
Verified Reviewer
Company Size: 2-10 employees
Industry: Computer Networking
Time Used: More than 2 years
Review Source
Ease-of-use
2.0
Value for money
2.0
Customer support
1.0
Functionality
1.0
February 2020
NOT a good SERVICE TICKETING SYSTEM
very clomzy and not effective.
Pros
its nice in its design. it can properly relate cases to client records
Cons
This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com
Reasons for Choosing Service Cloud Field Service
because I was wrongly thought to believe that we will make use of it. and because our lack of technical resources given the false impression that the migration from desk to SC will be seemless. it was completely FALSE
February 2020
Kulia from Hospitality
Verified Reviewer
Company Size: 51-200 employees
Industry: Hospitality
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Functionality
5.0
February 2020
Love it
Overall experience is awesome. I still use this software often
Pros
I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.
Cons
I do not have anything about this software that I don’t like. Like states it’s very easy to use and good for work.
July 2019
Anonymous
Verified Reviewer
Company Size: 201-500 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
5.0
Customer support
5.0
Functionality
5.0
July 2019
Great Field Service Product with a lot of depth
We have a large field presence and FSL is vital to our business in scheduling and collecting info from the field
Pros
I self-implemented so the ability to quickly extend the package with flows was great
Cons
It took Salesforce awhile after acquisition to turn this into a real product, but it is rather impressive now
