All Salesforce Service Cloud Reviews
1-25 of 738 Reviews
Sort by
Naga kiran
5,001 - 10,000 employees
Used more than 2 years
OVERALL RATING:
4
Reviewed April 2023
Salesforce service cloud the life saviour
Imran
Verified reviewer
Information Technology and Services, 51-200 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2023
Streamline Your Customer Service with Salesforce Service Cloud
My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.
PROSThe software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.
CONSthe least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.
Reason for choosing Salesforce Service Cloud
I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.
Lillian
Verified reviewer
Hospital & Health Care, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2023
Complete customer relationship management on the cloud
It is useful for keeping tabs on sales activities and monitoring the pipeline. It's useful for calculating sales quotas and conducting thorough sales assessments based on hard numbers. Data reporting is also simple.
PROSAll the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.
CONSIt's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.
Reasons for switching to Salesforce Service Cloud
Salesforce Service Cloud helps us organize and streamline customer support. When used correctly, it is an effective instrument. And yet, in general, a useful instrument. The tool's functionality can be modified to suit your specific requirements. Superior to its market rivals in terms of the number and variety of its features
Govindraj
Hospitality, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
1
Reviewed November 2020
Complex customer support software
We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.
PROSOnly reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.
CONSIt is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.
Reason for choosing Salesforce Service Cloud
We Directly moved to Salesforce from Zendesk as it was a Management decisions
Reasons for switching to Salesforce Service Cloud
It was a Management decisions they wanted to try Salesforce as we were scaling up.
Eric
Banking, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed January 2024
Salesforce Service Cloud is the best in category.
It's the best on the market and a highly customizable tool. It takes some time to set up and configure but there's plenty of help and it's worth the initial cost of investment.
PROSHighly customizable, Intuitive, plenty of training and support, reporting, notifications.
CONSCost and sometimes frustrating to learn.
Jessica
Verified reviewer
Computer Software, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
The best cloud tool to manage customer inquiries
It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.
PROSWe are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.
CONSI can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.
Reasons for switching to Salesforce Service Cloud
Using Salesforce's Service Cloud, customer support teams can rapidly gauge a customer's mood while they investigate and address their problems.
Krishna
Verified reviewer
Hospital & Health Care, 5,001-10,000 employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed May 2022
It's fantastic that it's adaptable and customizable
Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.
PROSThe most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.
CONSSales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.
Reasons for switching to Salesforce Service Cloud
Integration with RingDNA's sales cloud the ability to track tickets with ease of use As a result, both Sales and Service need to constantly check in with one another in order to learn more about their customers.
Matt
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed May 2022
Service from Salesforce
We have never had issues with support since implementing the service cloud and have freed up time from our CS department.
PROSIntegration to our sales cloud, RingDNA Ease of use and easy tracking of tickets Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.
CONSFelt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.
Reason for choosing Salesforce Service Cloud
With us using Sales cloud didn't make sense using anything else.
Alex
Government Administration, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed November 2023
Councils use of service cloud
Has been an excellent way to transform business processes and modernise our technology stack.
PROSVersatility to use for different requirements. Preconfigured solutions for our purposes
CONSVery difficult to move away. Cost is high.
Reasons for switching to Salesforce Service Cloud
Much greater requirements of what it should do.
Palash
Verified reviewer
Information Technology and Services, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed June 2022
Awesome CRM Systems
Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers
PROSI’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended!
CONSOne of the desirable products of Salesforce nothing to be disliked about!
Reasons for switching to Salesforce Service Cloud
It proved to be an enhanced version with higher capabilities
Jordan
Verified reviewer
Information Technology and Services, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2019
Awesome Ticketing System
Users are really more productive than previous tool
PROSWith Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.
CONSOften, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.
Reasons for switching to Salesforce Service Cloud
Weak reporting capabilities, weak Salesforce integration
Anoosha
Computer Software, 11-50 employees
Used monthly for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2017
One of most popular help desk solutions is Desk.com
If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.
CONSDesk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2018
Salesforce is one of the best CRM out there!
Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!
PROSSalesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce.
CONSWhat I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.
Weronika
Furniture, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
4
Reviewed May 2023
Salesforce Service Cloud
My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful and comprehensive solution for managing customer service operations. While there were challenges in terms of complexity and cost, it significantly improved our ability to deliver personalized and efficient customer support.
PROSOne aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations.
CONSOne drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations.
Richard
Architecture & Planning, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed October 2022
Timeless Timesaving
Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything.
PROSTo be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time.
CONSIt can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips.
Reason for choosing Salesforce Service Cloud
It's the ability to integrate across multiple platforms and the fact it was Cloud and not localised to a server (no need to keep upgrading hardware). It would save so much time introducing and maintaining a system when someone else is developing the core platform for you vs trying to reinvent the wheel all the time.
Douglas
Veterinary, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed November 2022
Great Veterinary Management Software
This system, being cloud based, allows me the flexibility to change schedules and appointments, as well as examine patient charts while being away from the office. I love this about the Salesforce Service Cloud.
PROSThis software is very easy to set up and utilize. It is more intuitive and simpler to use than most of the other management software systems I have been exposed to in my 3 decades of professional work. It is also cloud based so it makes it easy to check my schedule or re-evaluate patient's charts even when I am away from the office.
CONSMy least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues that can be hard to figure out. However, once you figure out the little issues, they are very easy to deal with in the future.
Reasons for switching to Salesforce Service Cloud
Ease of set up, use and being able to quickly teach new employees how to use the system.
Charmi
Real Estate, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed April 2023
All about Salesforce
Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere
CONSCustomisation of view is difficult at times and limited options available
Anonymous
10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed November 2020
Outstanding Customer Service Platform
Excellent tool ,easy to configure and setup with minimal code.
PROSSalesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service . 1) Receiving the cases through multiple channels like Web and emails. 2) Auto assigning the cases to respective group based on the type of issue. 3)SLA definitions and escalation rules, 4)Assigning the knowledge articles to cases. 5)Self service portals. 6)Chatbots and Einstein analytics. 7)Configuring knowledge base. 8)reports and dashboards. 9)Easy API integrations. 10)Rich UI.
CONSSome of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .
Reason for choosing Salesforce Service Cloud
Out of the box functionality and brand value, customer reviews.
Nadia
Verified reviewer
Building Materials, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2019
VERY user friendly!! Awesome Program for Customer Management!
It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!!
PROSI fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.
CONSThe set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2021
Does what we need it to
Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.
PROSOverall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.
CONSThere are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable
James
Verified reviewer
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed July 2018
Salesforce is a great CRM
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.
CONSI 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.
Claire
Verified reviewer
Non-Profit Organization Management, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
2
FUNCTIONALITY
5
Reviewed March 2019
The most sophisticated CRM out there
Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.
CONSThe one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.
Greg
Computer Software, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
FUNCTIONALITY
4
Reviewed January 2022
Best bet for Service
Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant
PROSService Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.
CONSField Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well
bri
Medical Practice, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2023
salesforce review
This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people.
CONSthere is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things.
Maggie
Computer Software, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
4
Reviewed May 2023
Good if using Salesforce CRM
It was okay - great for us, terrible for clients.
PROSThe service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!
CONSEven if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough.