Service Cloud Field Service 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.



340 Reviews of Service Cloud Field Service

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 340 reviews

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.

December 2018

Grigory from Global Services at Luxoft

Company Size: 501-1,000 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

December 2018

A good idea, but sometimes lame implementation

Pros

It is very convenient that the application is located in the cloud, there is no need to waste the internal resources of a desktop computer. Good compatibility with all popular browsers, management is very simple. Within a few months after the start of use, I came to the conclusion that, in general, the platform can help optimize the business.

Cons

There were difficulties with the preparation of reports, it is necessary to master the step-by-step instruction of the basic functionality of the program. Technical support specialists respond too slowly, sometimes you have to wait for a response within a few days.

December 2018

Michael from Nimble

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 worthwhile tool, but a bit slow

Pros

With Salesforce, we can easily create our own workflows. There are a significant number of functions that allowed us to fully customize the product to the needs of our company.

Cons

The main disadvantages of Salesforce is slow work and insufficiently intuitive reporting. Sometimes there are difficulties when searching for specific projects.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

I'm so organized...

I love it!

Pros

I love that we are able to keep all our organizations and people organized. I absolutely love the campaigns to keep groups organized.

Cons

The only thing I do not care for is how to edit the fields in the record. There are way too many steps and too much frustration to get one thing added.

December 2018

Andrea from Qoopa

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

NECESSARY IN THE COMMERCIAL AREA

Pros

Easy to use, very complete and dynamic
Great tool, platform to take advantage of sales opportunities and business administration.

Cons

I would say that it has taken me a while to familiarize myself with this tool since it is very complete, powerful and robust. I recommend it

December 2018

Andres from Universidad de los Andes

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

Salesforce, a good digital Marketing platform.

The truth seems an App very interesting in the personal, is very easy to use and has a very useful information for all types of merchants, plus we are fascinated with its technical support of high quality.

Pros

It has a very modern and well applied design, with respect to the interface, it is also quite interesting and aesthetic, it has good information about Marketing, in addition to its good technical support that provides total attention and confidence.

Cons

It has a somewhat slow interface, also has a very bad performance, not to say regrettable, like its optimization and also needs a good memory because it demands too much.

December 2018

Kathryn from Stage and Screen Travel

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

December 2018

When set up correctly it's very helpful

A great tool for active salespeople. Overall I'm happy with Salesforce and would recommend it.

Pros

Keeps everything very organized. I can schedule tasks to complete and will get a notification on my dashboard of what must be completed that day. There are many ways to configure Salesforce to customize it for your workforce.

Cons

It can be slow at times since it's sifting through a ton of data. Also on our platform, some searches don't return all results and some searches return far too many results that are not relevant.

December 2018

Jesse from Never Ever Ordinary- Intentional Data. Intelligent Growth.

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

Anything is Possible... Be prepared for a potentially long implementation

Good as a whole. But painful implementation.

Pros

What is possible
The number of developers you can find that know salesforce

Cons

Complexity
There are many different ways to do something. Deciding what the best way can be challenging.
Leads - For a B2B company salesforce handling of leads is terrible. If you are a B2C company you want have any issues.

December 2018

Kimberly from OppenheimerFunds

Company Size: 1,001-5,000 employees

Review Source: GetApp


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

One of the best tools ever introduced for business owners

Pros

With an exceptional number of variants for companies’ needs of managing information about their customers and employees, Salesforce Service Cloud offers pretty much everything I personally may need. In comparison to Intercom and Zoho Desk, this program IMHO is easier to use. To put this simple: if you have enough time for renewing the subscription more often than might be needed, this product is for you. Overall it has everything and even more for making business easier, employees less occupied and customers – more satisfied.

Cons

There’s a claim as for support service. As for the supporting team – it exists, but very often it doesn’t seem that it does. I have faced an issue of not understanding how to customize the tool in the beginning and decided to ask for help from the crew. My answer came in several days via gmail… when I already had known what to do. The good thing about it is after that case I have never needed their help, which underlines the good quality of service in general.

December 2018

Luke from Dority Roofing & Solar

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

3 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Complex and high learning curve

In the construction business, one contractor can work on several different homes owned by different people. For that basic information, we can track that hierarchy and sales and bids given.

Pros

I can see that the software is very deep in its potential capabilities. Very large companies use it to manage people and data that all needs to relate to itself. My feeling is that with enough modification, it can do whatever you need it to.

Cons

It is extremely complex, too complex, for an average person to sit down and just make work. Even with all the forums and Trailhead, there is so much literature there that much of it doesn't relate to what you are trying to find. The lightning version seems to be cool, but doesn't function quickly like classic. You can't even print a lead. That's right. You can't print a lead. That's why there are separate SFDC implementation teams - because you can't figure it out o n your own.

December 2018

Anonymous

Verified Reviewer

Company Size: 201-500 employees

Review Source: GetApp


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

3 of 5

Functionality

4 of 5

December 2018

Great tool for providing Exceptional Service

Pros

Service Cloud is so flexible as a Service Support tool. The ability to use out of the box functionality as well as customization including Apex is what makes it top in it's class. Through our implementation process we ran into some issues that Salesforce didn't support out of the box and the business didn't want to change process on. Every scenario has been able to be handled with an app or customization with relative ease.

Cons

Chatter functionality is intended to replace Case Comments - this was poorly thought out and left several of the gaps our business had to handle via customized solutions. Lots of room for improvement here.

December 2018

MAXIM from Dev-Pro.net

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Convenient online business process management system

Pros

To automate all the business processes of our company, we use the online system SalesForce. The service includes full CRM functionality and analytics. It is possible to create a task list and detailed reports.

Cons

SalesForce tool allows you to capture leads, but there is no useful function for segmenting potential customers into categories. Also there is no tool for quick response to customers in the online chat.