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):



332 Reviews of Salesforce.com Service Cloud

Overall rating

4.5 / 5 stars

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Grigory from Global Services at Luxoft

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Michael from Nimble

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Functionality

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.

Review Source: Capterra

Andrea from Qoopa

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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

Review Source: Capterra

Andres from Universidad de los Andes

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Kathryn from Stage and Screen Travel

Number of employees:  51-200 employees

Ease-of-use

Functionality

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.

Review Source: Capterra

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

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra

Kimberly from OppenheimerFunds

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

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: GetApp

Luke from Dority Roofing & Solar

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: GetApp

MAXIM from Dev-Pro.net

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

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.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Salesforce

Pros

The value prop is very helpful. Allows us to track key activity

Cons

I always forget my password and the website makes it difficult to get back in without it

Review Source: Capterra

michael from srs capitalfunds

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Great Software

Pros

This is seriously the most powerful software I have used

Cons

It takes a bit to set up, but it is so good it is worth.

Review Source: Capterra
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Verified Reviewer

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Salesforce CRM

Been using it for years

Pros

Integration partners and ease of use make it flexble.

Cons

Expensive for the use. Other options are available much cheaper.

Review Source: Capterra

Wesley from Harris Packaging Corp./American Carton Co.

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

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Gets the job done for the sales folks

Helped move from Notes to SF

Pros

This is a pretty powerful CRM. I think the best part is the dashboards. Sales folks typically like to see charts/graphs representing what they are doing compared to others. You can really setup some great dashboards in Salesforce.

Cons

It was a little on the expensive side. It wouldn't make sense for a smaller company to use this, unless they were exploding with growth.

Review Source: Capterra

Sukrit from University of Utah - David Eccles School of Business

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Salesforce review

Greate tool for analysing results and creating dashboards and visualization. Built in social tools are very useful and provide high functionality.

Pros

The user-friendly interface and the different functionalities incorporated in the Salesforce Program makes it perfect for any university use or for use in a corporate environment.
It is a complete CRM Platform for any organization and will perform and integrate all the business functions in an appropriate manner.
Very useful Dashboard functionality and easy to use software.

Cons

Not many functionalities are in-built for the Basic Salesforce for Business.
Little less cost effective in terms of other CRM Platforms.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

December 2018

Easy to use

I had an awesome experience.no one teach me to work on it.everything is very clear and easy to understand.

Pros

I worked on sales force and I found it user friendly and detailed.

Cons

nothing specific I hate with this software.

Review Source: Capterra
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Verified Reviewer

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Best in the business

Pros

I use Salesforce every day, and the possibilities are endless. There are so many great things that can be done within this platform, and it's great for keeping track of leads and contacts. Salesforce is a crucial part of my company, and I don't know where we would be without it.

Cons

I am slowly learning more about the back end workings of Salesforce, so I have no complaints now!

Review Source: Capterra

Jeff from LeaseLlama

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Sales force CRM and product suite is top knotch

Pros

This is the industry standard, easiest to use, easy to learn. Great value. Glad I switched to Salesforce

Cons

Nothing. I think it’s great and love using SF

Review Source: Capterra

Kirsten from Deluxe Corporation

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

A Great Software For Team Collaborations

Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

Pros

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Cons

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Review Source: Capterra