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):



284 Reviews of Salesforce.com Service Cloud

Overall rating

4.5 / 5 stars

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Anna from ActiveCloud

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

There are the same disadvantages

Pros

A fairly simple to use application, you can master without help in a short time. Many useful features and the possibility of individual settings. I can say from my own experience that the system really has prospects, the safety of storing and processing information is beyond doubt.

Cons

Support responds too slowly to customer complaints. A somewhat awkward interface and a disproportionately large number of clicks to perform the simplest operations. Developers do not care about the timely release of updates.

Review Source: Capterra
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Verified Reviewer

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

The Best CRM

Pros

Salesforce is innovative and futuristic

Cons

I dont have any cons on this software. Dont be fooled by using a less expensive product

Review Source: Capterra
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Verified Reviewer

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

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Salesforce - the networking tool

I have used salesforce in three different roles and companies for over a decade. I am a tried and true user and appreciate it's growth over the years.

Pros

It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files.

Cons

I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate.

Review Source: Capterra

Irfan from CREATIVE ZONE Dubai

Number of employees:  51-200 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Best CRM option available

As a developer during my last three years I have worked in two different companies and they both were using salesforce and I have learnt a lot and its been great experience.

Pros

As a developer I love how flexible the system is we can customize it to a great level according to our needs.
Not so many of bugs in the system it's stable and very mature
Our sales team is very happy to manage sales and get insights of data
They are changing to new layout which is advance look and feel and looks great

Cons

One can take a bit more time to learn salesforce because the system is too big and its not easy to keep track of things
Its expensive but considering the features it provides a I think price is fine

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

Easy!

Pros

-The software is accurate and easy to use especially the way you can track your leads and tasks!

Cons

-Sometimes it deletes client information.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

A necessity.

Pros

We use Salesforce every single day - it is the lifeblood of our internal actions and almost everything that we do, in one way or another, goes through Salesforce.

Cons

The interface isn't ideal, it could be spruced up a little bit. But at the end of the day, this is a minor complaint.

Review Source: Capterra

Charles from Damka Properties Consultants

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Innovative tool to grow your business

I love working with Salesforce. I bet my team and business partners like it too. Its revolutionary and I would recommend it.

Pros

Unlike other similar platforms, Salesforce makes customization easy and painless. With Salesforce, I can bring my business wherever I go because it’s could-based. Our employees and business partners can also access it from anywhere around the world and contribute to the business’s overall productivity. Also, it doesn’t matter which browser you and your team use, the CRM will run smoothly. The software also makes it for users to use chatter and other social media functions, which make it easy for businesses to take advantage of social networking. The platform also has features that help us keep tabs on our purchase funnel. The platform also gives us a clear multidimensional picture of our progress.

Cons

This platform can be overwhelming for Small businesses that have dedicated marketing or sales team. It’s also very difficult to get in touch with customer care. I guess they are only available during the working hrs and you might be stuck for a while if you encounter a major problem using this tool.

Review Source: Capterra

Laure from OXford properties

Number of employees:  11-50 employees

Ease-of-use

Functionality

November 2018

Great tool to collaborate

WIth Salesforce we solved connectivity and collaboration problem. Instead of having all the information spread it is all centered and easy to use for everyone.

Pros

I use Salesforce to connect with overseas colleagues. We share information about clients, best pratices, sales input but also we keep ou customers data.

Cons

Although we invite people to use the tools, it's not a day to day tool as email platform. So this means that people tend to forget about it and use it less.

Review Source: Capterra
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Verified Reviewer

Number of employees:  201-500 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Manage your task smoothly at Salesforce!

Pros

it allow you create your own Tab and select your own filter. Like what I did, I created Tab for Ticket monitoring, a team information file. I created filter for the reports I needed. And it has default tab, such as dashboard and chatter, which allow you to post and share anything.

Cons

We just have this application for a limited usage. we only used a 1 account. I think they should free atleast 5 accounts for better trial.

Review Source: Capterra

Michael from Sound United

Number of employees:  201-500 employees

Ease-of-use

Functionality

November 2018

Notes for your business

Pros

one of the best programs for notes for the business

Cons

lots of different features, big learning curve

Review Source: Capterra

Vladislav from Unit Space

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

November 2018

Expensive and unnecessary CRM

Pros

I used this CRM for six months, until I switched to amoCRM. Of the benefits I can note: a large number of widgets for customizing the interface; synchronization with the cloud; ability to work from any existing browser.

Cons

The company SalesForce did a good CRM, but unnecessary for most people. She focuses on increased security and takes extra money for a subscription. But this does not mean that all other CRM are poorly protected. I believe that for most small and medium-sized companies there are enough standard means to ensure security, and the purchase of SalesForce is a waste of money.

Review Source: Capterra
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Verified Reviewer

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Functionality

November 2018

you can do a lot, REALLY A LOT

Pros

The real question is: what Salesforce DOESN'T do? I really do not know how to answer this question. they keep improving the UX of the platform and you can tell the difference. keep pushing it.

Cons

sometimes it takes longer to load pages inside the browser.

Review Source: Capterra

Elle from Chicago Public Media

Number of employees:  51-200 employees

Ease-of-use

Value for money

Functionality

October 2018

Sales Accounts Tracking

Pros

Easy tool to use with a Sales Team to track who is calling on which accounts. The manager profiles are super user friendly.

Cons

Not set up for media as well as I could be. However I know it has several different purposes.

Review Source: Capterra
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Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Value for money

Functionality

October 2018

Individual and Corporation user

I have used Salesforce as an individual and am currently using Salesforce as a part of a large corporation. It has a great many features and can definitely help sales people keep up with their client base.

Pros

One of the best features of Salesforce is when you complete a task and it automatically creates a follow-up task.

Cons

Too expensive for an individual user. If you are a part of a company that pays for it, that's great.

Review Source: Capterra

Bob from Altair Global

Number of employees:  501-1,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Salesforce for B2B Sales

Pros

Salesforce helps streamline the sales process for B2B sales. The ability to document the communication history with the prospect gives us valuable insight without having to rely on email. Along with that, we can keep track the RFP process, upload old RFPs, or anything relevant to the prospect on one platform. Having all the information on one platform is highly valuable, as it keeps us away from relying on old emails.

Cons

Salesforce as a base platform is a good tool, but to really take advantage of its features, you will need someone else with in-depth knowledge to make it a great tool. Someone will have to add a whole new skill-set or you're going to have to hire someone.

Review Source: Capterra

Mo'men from Sigma Tax Pro

Number of employees:  11-50 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

SalesForce Review

Great experience over-all. Loved it and I deal with it everyday!

Pros

Easy-to-use. SalesForce user interface is simple to understand and deal with.

Cons

Though it's simple to use, it's too basic, needs updating.

Review Source: Capterra
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Verified Reviewer

Number of employees:  2-10 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Sometimes, Widely Used and Common is good

Pros

Go with Salesforce Essential if you're from the Startup and/or SME sector. We've saved heaps of hours on configuration with Essential that works right out of the box (very minimal config required).
- Especially love the workflow from Opportunity to Closure of Sales. Straightforward and no-nonsense
- Added Bonus of having a very clean interface with Salesforce Lightning experience
- Web to Lead forms allow for embed of contact forms on a website, streamlining and centralising CRM rather than having two separate entry points.

Cons

If you're gunning for Salesforce Professional (maybe because you'd need a more customised workflow than what Salesforce Essential can offer), the complexity scales up pretty high and more often than not you'd see yourself looking for a Salesforce Partner to help with configurations and development.

Review Source: Capterra

sam from exchange publishing

Number of employees:  11-50 employees

Ease-of-use

Functionality

October 2018

sales calls

Pros

the drop downs were very helpful in quickly detailing my visit

Cons

there was no way to integrate from our old sales tracking system. so i had to manually set myself up

Review Source: Capterra

Rachel from The Standard

Number of employees:  5,001-10,000 employees

Ease-of-use

Value for money

Customer support

Functionality

October 2018

Salesforce - Review 2018

Overall Salesforce is easy to use, it helps keep me organized when working on multiple projects, and it lets me generate ad hoc reports so I am able to collect necessary data. Salesforce is a helpful tool in the workplace.

Pros

I am able to view important account information at a glance and run detailed reports in order do track data.

Cons

If someone somewhere in the company does not input data or they input inaccurate data the information will be skewed. There is a possibility for human error that can change the results of important data, so you have to account for that.

Review Source: Capterra
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Verified Reviewer

Number of employees:  10,000+ employees

Ease-of-use

Functionality

October 2018

Run your call centres on Salesforce Service Cloud

Pros

Easy to customise with all the power of the salesforce platform behind it.
Great out of the box features like email to case
Very high reliability and vary rarely have platform issues caused by Salesforce themselves.
Extendable via the AppExchange

Cons

Be prepared to switch to Lightning soon if you are not already using it. This may be challenging depending on the customisations you have within your environment.
Some features missing like SLA Management which we had to custom build.

Review Source: GetApp

Displaying 1 - 20 of 284 reviews