Salesforce.com Service Cloud 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.

Supported Operating System(s):
Mac OS , Web browser (OS agnostic)

343 Reviews of Salesforce.com Service Cloud

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  • Romy from PSG Global Solutions

    Number of employees: 1,001-5,000 employees

    August 2018

    SalesForce is the best web-based platform to do Sales, BD and Recruiting!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

    Pros

    We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

    Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

    Cons

    What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mar from Parsons

    Number of employees: 10,000+ employees

    August 2018

    Collaborating with Salesforce

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    Reaching a wide audience in a global company of more than 15,000 employees. Able to target information to groups of people based on their profiles, interests, and tags. Able to internally market my own skills.

    Pros

    Using "Chatter," the social media component of Salesforce, able to collaborate within a large company of more than 15,000 employees.

    Cons

    The Chatter pages do not have much flexibility in format, or in storing and collaborating on documents, more designed for short posts.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Fima from Exadel

    Number of employees: 501-1,000 employees

    August 2018

    A good application, but there were difficulties in customizing

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    To work with the data of our customers, we use several databases. One of the options for storing and processing information is the use of SalesForce. If you correctly configure this system, it greatly facilitates the work. For example, I use it to organize online mailings, generate reports, check the work of employees. The program interface is convenient, the functionality is extensive.

    Cons

    Service support at this service is too slow, and when it is possible to get a response from them, it is not always clear and understandable.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Eugene from https://db2.io/

    Number of employees: 11-50 employees

    August 2018

    SalesForce - a powerful multifunctional service for organizing a serious business

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    SalesForce is a powerful multi-profile software that can bring business to a new level. For example, in our company, this system is used in many areas, from maintaining a database of employees and customers, creating accounting reports, registering the work of employees and ending with the development of marketing strategies related to enterprise development.

    Cons

    SalesForce has two drawbacks. Firstly, it is a rather expensive system. Secondly, it is very difficult to configure it yourself (and we have not one programmer and a system administrator in our staff). So, to us in some days of excruciatings it was necessary to address for the help to the certificated expert.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Milthon from welldone tours

    Number of employees: 2-10 employees

    August 2018

    Good software but be carefull

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I have had a good experience using the software but It took me a long time to adapt

    Pros

    It is a very good software because it has many functionalities for those experts in marketing, sales, operations and advanced client management. I love the way you can see your potentials, probabilities and so on.

    It allows you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team.

    Cons

    The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Lauren from Mdt

    Number of employees: 10,000+ employees

    August 2018

    Good crm product

    Ease-of-use
    Functionality
    Quality
    Support
    Pros

    What i like most about this software is that it can be edited to suit a particular group or companys needs-it is customizabmle

    Cons

    What i like least about this program are the reports- they are useful but i dont know how to automate them out of the system

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Riley from Mavenlink

    Number of employees: 201-500 employees

    August 2018

    Best CRM on the Market

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    You get what you pay for. While expensive, its worth it to operationally execute well for growing sales teams.

    Pros

    Salesforce is one of the most customizable CRM's for any business. Our sales team rely's on it daily for every part of our sales cycle.

    Cons

    It is very expensive and sometimes can be slow with hundreds of people accessing the same account or page, but Salesforce is by far the most in-depth CRM on the market.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • David from GoDoChurch

    Specialty: Software / IT

    Number of employees: 11-50 employees

    August 2018

    Good to track support queries

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    This software is a good way to track support queries from clients. It syncs well with other communication channels

    Cons

    The interface could be a bit friendlier and allow easy to view categories. The data entry of clients can be a pain

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 201-500 employees

    August 2018

    The go-to CRM

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    From an end-user perspective, it's nice to have complete records of people, companies and deals all in one place. Lots of reporting and analytics capabilities as well. From an administrative perspective, there really isn't much you can't do with the platform.

    Cons

    Page layouts can sometimes get cumbersome with all the info displayed. As an admin, there are definitely times where you feel like some aspect of configuration should be much simpler than it really is.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kristin from Pentair

    Number of employees: 201-500 employees

    August 2018

    Great Customer Management Tool

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    I love how easy it is to track customers and create leads, cases, etc associated with those customers. Since you add cases on a contact level, you can remember who you were working with at a company on a specific project, issue, etc.

    Cons

    The dashboard could be a little more modern.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Matt from Hoist Group

    Number of employees: 201-500 employees

    August 2018

    Good Sales CRM but doesn't have enough account management features

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Helps to organise sales processes at our company and is a great base for initial reporting.

    Pros

    Helps to organise sales process.
    Great place to keep all the information on your Customers (as any CRM should do).

    Cons

    Not enough account management features.
    Too many fields in the initial reporting which makes it hard to pinpoint the most important records.
    Lack of clear pipeline

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jacques from Above Security

    Specialty: Engineering

    Number of employees: 2-10 employees

    August 2018

    Salesforce Lightning Essentials

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    - Good price for functionalities included; perfect for small companies;
    - Installation is a breeze;
    - Training material is very exhaustive and complete.

    Cons

    - Migrating to more elaborate versions will cost a lot of money;
    - Purchase process was a real pain: salesperson not knowledgeable at all and offer most expensive version upfront;
    - Configuration is a bit tricky, especially is no experience beforehand

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    August 2018

    Used to track clients and interactions with clients.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The automatic email feature that logs emails between yourself and your clients is the nicest thing about SalesForce as it neatly keeps track of all your interactions. It's also super helpful to see what other members of your team have been working on with those clients as well. SalesForce is also super helpful if you want to have a good history about a client in case someone leaves the company.

    Cons

    There is a definite learning curve and if you don't know where to go to find things or how to move in the system it can be a little challenging and daunting.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Pieter from Vituity

    July 2018

    Sync our Marketing activities to it. Also push data for Sales team on sales readiness.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I can send sales ready leads to the sales team in a great way. We can also reroute leads who don't qualify. It has the best syncs with Marketo.

    Pros

    Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity.

    Cons

    Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 501-1,000 employees

    July 2018

    Great software to use for tracking sales operations including lead tracking, sales notes n forcastes

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    This job makes my life easier to track notes and things going on with leads and accounts within the organization. Without the software it would be very difficult to do my job on a day to day basis.

    Pros

    I like the ability to use the software via the web from any computer. Also, the ability to integrate with many other softwares including click to dial and others.

    Cons

    The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Ideal CRM for efficient operations

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization

    Pros

    Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

    Cons

    Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • James from OpenTempo

    Number of employees: 11-50 employees

    July 2018

    Salesforce is a great CRM

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

    Cons

    I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jimmy from Athlete Network

    July 2018

    Salesforce has been a good resource for me and my team in tracking our successful sales contracts an

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The best part about Salesforce is data.com and the ability to find contact information for sales prospects

    Cons

    As far as utilizing Salesforce as a CRM for current and future prospects there isn't a great outreach reminder program

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    All the bells and whistles. They're just rusty.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    - Fully featured, for the most part if you want to do it you can do it. You'll need to code it though

    Cons

    - A very complex solution that can fail quite quickly from over engineering on the solution implementation side.
    - The high cost of SF is not from just the licences (which are quite high for what you need to run a true sales organisation) It's also the cost to hire and maintain dedicated resources to manage this CRM
    - Integration is costly and not as straight forward as some other CRMs
    - Although Lightning is bright and shiny the migration path is hard if using plugins and customisations that do not support lightning
    - Quite slow in Australia

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • JK from Non Profit Organisation

    July 2018

    Expert Database

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    LOVE the chatter function. My company is nationwide and we have created multiple groups to ask pertinent questions and get feedback.

    Pros

    My organization does a great job of keeping up with this software so it is very user and customer service friendly

    Cons

    The search function isn't the "smartest". If you don't include a space or spell something incorrectly it doesn't always find what you need

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