Salesforce Service Cloud Software

Salesforce Service Cloud Software

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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 answers they need. Chat...
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Salesforce Service Cloud User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4

Value for money

4

Customer support

4

Functionality

4.5

Showing 1 - 5 of 579 reviews

User Profile

Roxana Georgiana

Verified reviewer

Company size: 10,000+ employees

Industry: Information Technology and Services

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

Functionality

out of 5

August 2022

A useful Sales tracking manager app

Pros

This app can be used by a variety of teams from the organization . Interaction with the customer is always an opportunity to find new possible deals, so I used this app to track the deals.

Cons

Nothing to comment here. It’s quite intuitive and not very boring.

Anonymous

Company size: 10,000+ 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

August 2022

Excellent Service and support management product

Excellent product offering great service and support management for issues/ requirements

Pros

Case management, handling Case teams, auto assignment of cases to teams, live chat and email to case features

Cons

Nothing major. It would be good to have auto refresh feature on dashboard/ case queue and better control on case list views

Reasons for switching to Salesforce Service Cloud

To make the data and facility in Cloud for availability reasons and easy management of customer and partner cases with Sales cloud

Brandy

Company size: 1,001-5,000 employees

Industry: Insurance

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
3

Ease-of-use

out of 5
3

Customer support

out of 5
2

Functionality

out of 5

August 2022

Salesforce Has a great User Interface but we do tend have a lot of technical issues with it daily.

Overall experience with salesforce has not been the best. If the glitches were worked out I might like using it more.

Pros

I love that it makes task much easier to complete when its working correctly

Cons

The constant glitches and technical issues

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: 10,000+ employees

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
4

Customer support

out of 5
5

Functionality

out of 5

August 2022

All in one solution for all support needs.

No alternative for now.

Pros

I love almost all the features of service cloud especially recent additions like salesforce voice and FSL, with the adoption of FSL, customer site visit scheduling got better.

Cons

Nothing to dislike, eventhough FSL is an Salesforce service cloud solution integration of FSL with Salesforce service cloud is not that good at the moment.

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