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.

 

Salesforce.com Service Cloud - Service Console
 
  • Salesforce.com Service Cloud - Service Console
    Service Console
  • Salesforce.com Service Cloud - Service Knowledge
    Service Knowledge
  • Salesforce.com Service Cloud - Service Social Service
    Service Social Service
  • Salesforce.com Service Cloud - Service Agent Collaboration
    Service Agent Collaboration
  • Salesforce.com Service Cloud - Service Cloud Mobile App
    Service Cloud Mobile App
  • Salesforce.com Service Cloud - Service Communities
    Service Communities
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

257 Reviews of Salesforce.com Service Cloud

 

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Software Advice Reviews (44)
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Showing 1-20 of 44

Igor from Autorambler
Specialty: Media
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce Service Cloud gives us a lot of opportunities to automate tasks. The system provides a very good reporting module.

Cons

Salesforce Service Cloud is a very good system but for me it is extremely difficult to use and difficult to implement.

Review Source
 
 

Jacques from Above Security
Specialty: Engineering
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Salesforce Lightning Essentials

Ease-of-use

Functionality

Product Quality

Customer 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

Review Source
 
 

Kendal from VM Strategies
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

Great if you wanted bundled business services

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

At it's core Salesforce is a CRM company that is trying to diversify into a one stop shop for your business software needs.

Cons

It's not always better to bundle your services, I've found it better to use the industry leading software for their core business product, no need to compromise on quality for the bundled version.

Review Source
 
 

Jake from CIE Tours International
Specialty: Hospitality / Travel
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

July 2018

July 2018

Core Functionality - Limited Features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's easy to dive into Sales Force because of the Trail Blazing app. A lot of great core functionality but doesn't contain any flashy features.

Cons

Setting up some of the Groups/Rules can be a bit difficult even with the training. It's easy to get started but not intuitive when it comes to customization.

Review Source
 
 

Jesse from DataCare Corporation
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Simple and Easy to Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This software did the job for us, allowed us to see what help was needed through our help desk. Not much to say other than it does what it says it will.

Cons

None at this time. I use it for the main purpose that it provides. Other members of our team have mentioned a slight learning curve though.

Review Source
 
 

Carmen from Gattuso Consulting LLC
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Solid application. Great analytics and CRM functionality.

Pros

Very intuitive software to use. Good workflow functionality. Minimal training required. Good analytics.

Cons

It is a little expensive compared to other applications. Reporting capabilities could be more robust.

Review Source
 
 

Harmandeep from PeerIQ
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Salesforce.com Service Cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate.

Cons

It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive.

Review Source
 
 

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

The best CRM software in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers.

Cons

It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues.

Review Source
 
 

Kevin from Salesforce Consultant
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Service Cloud is next level service for your team!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons

Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

Review Source
 
 

Sunny from IdealUser
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy Modification

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce.com is very easy to use. They have very helpful, friendly and responsive staff. I am excited to see how my organization will expand the tools offerings.

Cons

Other Thant that we find no major flaws with the product. It looks like a traditional system but need to have more front-end capabilities improved.

Review Source
 
 

Haley from The Mint Julep Boutique
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Good For Tracking Concerns

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons

There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Review Source
 
 

Jason from DE-EL Enterprises, Inc.
Specialty: Construction
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Expensive but Well-Respected

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons

The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

Review Source
 
 

Edward from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Improvement Over Previous CRM Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Review Source
 
 

Priscilla from Electronic Caregiver
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

January 2018

January 2018

One Stop Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager.

Pros

There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business.

Cons

I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with.

Review Source
 
 

Kevin from Megapath
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Service cloud on crack

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons

A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Review Source
 
 

Hannah from Gap Inc.
Specialty: Retail
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Inconsistent, but easy to use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It’s a pretty straight forward software, easy to train people on even without much computer skills.

Cons

Really inconsistent when searching for things. Slow all of the time and almost seems like it has a mind of it’s own.

Review Source
 
 

Emily from CED
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2017

November 2017

Great issue tracking

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons

some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Review Source
 
 

Shawn from Playboy
Specialty: Media
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

Salesforce essential for big companies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros

1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots

Cons

1. Expensive
2. hard to get help sometimes
3. More options.
4. Some company employers don't believe in it

Review Source
 
 

ana from Chelsea Groton
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Great tools for call record keeping (calls and all communications)
Lead assignment between agents
Customer profile creation

Cons

Difficult behind the scenes (leads loading)
Working with excel and adding the leads to Sales Force was very particular and difficult

Review Source
 
 

Daniela from Jellyvision
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Easy reporting, tracking, and integration

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use salesforce in multiple parts of the sale/renewal/implementation process. It's been excellent to use a product that has such full integration with pretty much every other tool we need to use.

Cons

You absolutely need Salesforce analysts to fix bugs, maintain the system, and help manage the tool. This is not an easy tool to keep running for an org, but it's worth it.

Review Source
 
 
 
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Showing 1-20 of 213

Michael from AAA Colorado
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Salesforce

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

This product was great for connecting myself and other employees through one integrated system to manage and conduct sales activity.

Cons

I don't have much bad to say about this product. Great value in features and ease of use.

Review Source: Capterra
 

Matt "Griff" from Vertiv Co
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

Needs improvement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The ability to track opportunities in a pipeline. Setting up reports is also nice and level of customization that can be achieved is helpful.

Cons

You need a person who acts as a Salesforce developer and admin to make sure everything works. You are limited to workflows based on your level of licensing. Reports are not always easiest to create and even when opportunities meet the criteria they are left out for no apparent reason.

Review Source: Capterra
 


October 2018

October 2018

good asset

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

If you are looking to have an online assistant who can help you manage your target customers, this is the app.

Cons

App can be ovehwhelmed at times, so it is not to rare that it works a bit slower.

Review Source: Capterra
 

John from Equity Bank (K) Limited
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Perfect CRM in the Current Market. Working so Flawlessly.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

For the longest time I have personally worked with Salesforce, it has proved to be a solid and concrete platform, that performs its operations as objected. The ability for admins to create record, and the process builder makes the work of the Admin notable and easy. Again, Salesforce makes the recruitment process easier, faster, and transparent. Salesforce has never disappointed us.

Pros

I have numerous things that makes me like Salesforce. One, this product is easy to customize, making the user enjoy its interaction. Two, it has a perfect automation system, which makes the repetitive task managed and this makes the sales process faster. Again, the security of this product is on point, where only the authorized or permitted persons who can gain access. Fourthly, Salesforce has been ranked as one of the most innovative firm, which keeps on bringing a new item in the market. More so, Salesforce has a responsive support system, which even goes beyond their ways and offer training services to anyone by just clicking a button. I love how Salesforce operates.

Cons

I have little challenges with Salesforce. One, the management of the documents, which is critical is left with the administrators of the organization, who may lack adequate advice from the Salesforce. Furthermore, it is quite expensive, and this makes it hard for a new user to obtain it. The vendor should think of harmonizing its cost.

Review Source: Capterra
 


October 2018

October 2018

Loved using SaleForce!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Well, where to start? My company had an old sale program that was HORRIBLE, and when we switched to SalesForce, I thought I had died and gone to heaven. It was so easy and not complicated. Before, I had to refresh leads manually and stay at my desk 8 hours a day, but with SalesForce, all of that was done for me as the Sales manager and it was so nice to leave my desk and not have to worry that my team was getting their fresh leads every few hours.

Cons

Not really much to dislike since our previous software was such a nightmare. Overall, great software!

Review Source: Capterra
 


October 2018

October 2018

Salesforce Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I love Salesforce, it's a great sales enablement tool.

Pros

I loved all of the functionality , and the customization.

Cons

More functionality comes with coding. Need to learn that before you can do more

Review Source: Capterra
 

Jon from Safeco Insurance
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

Simply the best

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Coming from trying to service our users with Mantis, ServiceCenter, JIRA, Remedy, EMAIL - Salesforce integration with Service Butt takes the cake. Easy to setup and easy to get metrics out of.

Cons

To truly get all the features you need to spend more $$ vs your initial butt.....but that is about it.

Review Source: Capterra
 

Gwendolyn from MEA
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Salesforce for Developers Rocks!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been on every aspect of Salesforce from architecting our entire company, administration, programming, and training. I love this software.

Pros

This software allows us to quickly provide a solution and get that solution in front of our users!

Cons

While having everything in the cloud is awesome, having internet issues at work or network throttling can make developing frustrating at times.

Review Source: Capterra
 


October 2018

October 2018

all hype, no joy

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

will in fact track accounts and users and cases

Cons

will fight with you in bizzare ways every time

Review Source: Capterra
 

marisa from Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

I love everything about this CRM software its very helpful

Cons

I dont have any negative things to say about salesforce

Review Source: Capterra
 

Elissa from Adjust
Number of employees: 201-500 employees Employees number: 201-500 employees

October 2018

October 2018

Informative and packed, but not intuitive

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Probably a good CMS, but not my favorite tool for support tickets or a help center.

Pros

I like the ability to quickly switch between my own cases and other support queues. It's not difficult to reassign tickets, leave comments, etc. I like the ability to add topics to each email to help you see overall trends -- which issues are users emailing about most frequently? The color coding and "time remaining" features are also helpful.

Cons

The interface is simply not easy to use. There are a lot of small, frustrating details. In order to "reply all" you have to scroll all the way to the bottom and click the small, plain text link. Images don't always populate within the body of the email and must be clicked/opened as new tabs. The case details can be a pain to fill out. There's so much visible on the screen that you need to make compact in order to have enough space to work with the ticket.

Review Source: Capterra
 


September 2018

September 2018

The best CRM on the market for a reason

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

very good, aside from using it for day to day use I am able and proficient at building reports and adding a layer of analytics to my day to day work flow.

Pros

Really more than anything it is the flexibility. I've used Salesforce at different companies and each instance was configured uniquely and had functionality that was needed by the sales organization of that company. There are so many good tools that can be easily plugged into the solution from dialers to direct mail fulfillment services.

Cons

If anything, it can be overwhelming. The individual records can be deluged with unneeded sections and fields. Being used to salesforce, i know where to go and how to use it but if I was new to the solution this can be overwhelming.

Review Source: Capterra
 


September 2018

September 2018

It was very simple to learn and use

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

Over all I enjoyed using the system.

Pros

They system was very easy to learn because it was customizable.

Cons

allowing to much freedom to customize can lead to repeat activities in different fields

Review Source: Capterra
 

anne from CUNA Mutual
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Salesforce-Ease of Use

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The tabs at the top; easy navigation; well laid out

Cons

This is probably more depending on the account being viewed, but the amount of needing to scroll and search for specific details.

Review Source: Capterra
 

Erika from Kio Networks
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

September 2018

September 2018

Salesforcr

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Documentation quote to cash
Creating leads, accounts, oppotunities, proposals , contracts .

Pros

Our company used salesforce for more than 10 years. Is very usuful for the documentation ir our quote to cash process.

Cons

Some users have been trouble working in lightning platform

Review Source: Capterra
 

Ivor from Servasport
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Salesforce Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Good experience to date with a dedicated account manager if anything goes wrong, However, the UX and Ui could improve significantly.

Pros

-Ability to keep a thorough audit trail of all communications with accounts - calls, emails & meetings.
-Ability to run canned and bespoke reports on the data held within my account - very flexible and easy to use reporting engine.

Cons

I find the settings difficult to use - I have been trying for a while to customize stages within my sales opportunities and I still haven't worked it out. Should be more user-friendly. Also, the user interface tends to change quite frequently - I prefer the previous version.

Review Source: Capterra
 

Sage from Choice Medical Healthcare
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Organized sales tool

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The layout of the software is very organized and makes tracking sales a lot easier.

Cons

There are sometimes lagging issues with loading the dialer or the next lead.

Review Source: Capterra
 

David from Enter Computers
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Good Donation Tracker

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

It was easy to us and the Customer Support was amazing. I was skeptical at first but one of there sales guys turned me around.

Cons

Didn't find any real cons about this software. when I did run into a problem Customer Service helped me.

Review Source: Capterra
 


September 2018

September 2018

Updating My Review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Updated layout is great looking and approachable. The admin staff was also able to add their own help section which I thought was great.

Cons

Still can be a bit confusing as to what to add where but I think that comes with time and practice.

Review Source: Capterra
 


September 2018

September 2018

The best platform for standardizing your processes and putting your business on a path to success

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Salesforce is by far the market leader in this category due to the rich feature support, strong reporting tools, and flexible customization. There really is no comparison against them for fitting your business with a solution that needs to meet custom requirements. Let's be honest, no business is the same and so you are never going to find an out of the box solution that solves all of your problems. Standard Salesforce doesn't meet your needs? No problem, they have so many plugins adapted for exactly these things. Or you could just go ahead and customize it yourself.

Cons

Of course with all the customization comes quite the learning curve, you might need to hire consultants/contractors, and possibly spend quite a bit for the final implementation.

Review Source: Capterra
 
 
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