User Reviews Overview

About Salesforce Service Cloud

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...

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Feature ratings

Value for Money
4.1
Features
4.4
Ease of Use
4.1
Customer Support
4.2

Browse Salesforce Service Cloud Reviews

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Elizabeth
  • Industry: Retail
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 09/06/2022

Excellent for data tracking and analysis

This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

Pros

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Cons

The initial setup is a bit complex and takes time.

Shayla
  • Industry: Internet
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 13/06/2022

Easy to implement, good data management

Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

Pros

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Cons

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Mohammad
  • Industry: E-Learning
  • Company size: 11–50 Employees
  • Used Weekly for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/02/2023

Salesforce Service Cloud Review

Pros

Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement.

Cons

Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity.

Top Salesforce Service Cloud Alternatives

Tarek
  • Industry: Outsourcing/Offshoring
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
2
Features
3
Ease of Use
5
Customer Support
5

3
Reviewed on 03/03/2023

Get closer to your customers

I use it every day at my work, it's the main platform that allows us to contact our customers. It really helps.

Pros

It gives me all the tools that help me to handle customers and serve their needs.

Cons

It's too expensive and whenever an issue in the system, it ends the chat while talking to the customers.

Jordan
  • Industry: Medical Devices
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 10/01/2023

Salesforce Service Cloud Review

Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request.

Pros

This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information.

Cons

Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs.

Amalia
  • Industry: Nonprofit Organization Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
4
Ease of Use
3
Customer Support
3

4
Reviewed on 10/02/2023

Critical to tracking our platform participation

Overall amazing for our organization, but sometimes bigger than we can manage.

Pros

We can easily track every data point about our users and their participation on our platform to help inform our program and technology. Ability to customize and create automations also helps us to scale with ease.

Cons

The CRM doesn't often like large amounts of data with the automations. Things break down often and require alternative solutions, which then often requires a specific engineer/architect/consultant.

Sana
  • Industry: Legal Services
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
3
Customer Support
5

5
Reviewed on 14/03/2023

Very useful for the data management within the organisation

Pros

Case/data management and making file notes for every client, logging emails and calls and tagging the respective person and review

Cons

Not very user friendly. Intensive training is required

Grace
  • Industry: Insurance
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 18/02/2023

best customer service tool

it has helped us in customer support services which has enabled communicaate with our customers incase they need help or any information about our services

Pros

helps us deliver efficient support to our customers by routing cases to our agents us the omni-channel routing which helps our agents worker faster by directing cases to the right agents bases on their skill set and availability hence making our customer services so efficient.

Cons

most of our agents find hard using the software since it reqiures some technical knowledge to operate hence need for training of all new agents on how to use the software.

Mayur
  • Industry: Information Technology & Services
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 25/02/2023

Best software for customer management and customer engagement.

Pros

With the help of this software we can engage more customer and seamless experience of customer management with help of messaging and in video.

Cons

Till now I can not find any disadvantage in this software.

Florencia
  • Industry: Financial Services
  • Company size: 201–500 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
4
Customer Support
4

3
Reviewed on 15/02/2023

Happy salesforce user

Pros

Overall I am a happy user, easy to integrate and great centralize portal

Cons

A bit expensive and hard to onboard at the beginning

Jose
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
4
Ease of Use
4
Customer Support
4

5
Reviewed on 01/05/2022

Great SaaS solution

Pros

Effortless installation, saved us almost a month of installation and deployment process.

Cons

No free trial full of features, besides that the quality of the UI is awesome.

Patrick
  • Industry: Financial Services
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
3

4
Reviewed on 04/05/2018

Salesforce makes it easy to maintain a large group of sales prospects and integrates with...

I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Pros

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Cons

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Barkha
  • Industry: Airlines/Aviation
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 23/06/2022

Exceptional customer engagement tool

It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Pros

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Cons

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.

Verified Reviewer
  • Industry: Retail
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
3
Features
5
Ease of Use
4
Customer Support
5

5
Reviewed on 19/10/2018

New Business Owner Tool!

I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.

Pros

I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.

Cons

The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.

Romy
  • Industry: Staffing & Recruiting
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 18/08/2018

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

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.

Travis
  • Industry: Machinery
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
3
Features
3
Ease of Use
3
Customer Support
1

5
Reviewed on 21/06/2022

Good case management, but customizations are going to cost you

It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service.

Pros

The case intake and knowledge base are the best parts of the service cloud.

Cons

Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.

Alternatives Considered

Freshdesk, SugarCRM and Zendesk Suite
Brie
  • Industry: Financial Services
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
3
Ease of Use
3
Customer Support
N/A

3
Reviewed on 21/12/2018

Customer Support Tool

Pros

Salesforce is very expansive and can be a powerful tool if it is setup correctly. The resources required (time and money) for the investment of this is....steep.

Cons

The same thing I like the most is the same thing I like the least. Salesforce is very expansive. It makes finding and understanding buttons complex, and making changes are complex. With the custom interface I have to use on a daily basis, I find many redundancies. There are typically 2-4 ways to do the same function on the view I'm looking at for Customer Support to assist with customer cases.

The UX/UI looks outdated, and the setup is not intuitive. For example, email threads are hard to read and comments from associates on the emails get buried and are not easily viewable. For my line of work, this makes it difficult as I need to often read an entire flow of a conversation with a customer and then read critical notes an associate has left for me.

Reporting on metrics (tickets resolved, etc) has also been a bear to learn and difficult to even find in how to set up.

Charles
  • Industry: Real Estate
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 09/11/2018

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.

Norbert
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 15/05/2022

Service Cloud - easy way to communicate with end users and manage Your environment!

I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job!

Pros

I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks.

Cons

I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining.

Sal
  • Industry: Financial Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

5
Reviewed on 11/01/2019

Best CRM tool available right now

The overall user experience depends greatly on how the system is set up from the beginning by architects and developers. For example, if there is a company merge, which Salesforce paradigm will the company use if both designs were efficient for the users?

Pros

The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes.

Cons

It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products.

Claire
  • Industry: Nonprofit Organization Management
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
2
Customer Support
N/A

5
Reviewed on 29/03/2019

The most sophisticated CRM out there

Pros

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.

Cons

The 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.

Verified Reviewer
  • Industry: Retail
  • Company size: 11–50 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
4
Features
3
Ease of Use
3
Customer Support
4

4
Reviewed on 18/10/2018

Leads Organized

Overall Saleforce has been a great addition to our sales team. I like the ability to see closure rates and compare organic leads to purchase vs generated or sourced leads to purchase. Again if it were easier for me to distribute these leads to coworkers without have to email them outside of Salesforce that would make it so much easier. Maybe they have this as a feature and I just haven't been able to set it up yet, or I don't have the "status" to set up this feature.

Pros

Salesforce makes it easy to track leads. The ability to store and edit information about a lead is great, and it's easy to change a lead status from contacted to purchased.

Cons

I wish they had a way to create an admin function that would allow for the admin to send coworkers leads but still be able to track of them to ensure they are being contacted.

Emilio
  • Industry: Computer Software
  • Company size: Self Employed
  • Used Weekly for 1+ year
  • Review Source
Value for Money
5
Features
4
Ease of Use
5
Customer Support
4

5
Reviewed on 14/01/2023

Powerful and Customizable: A Review of Salesforce Service Cloud

In conclusion, Salesforce Service Cloud is a powerful and customizable customer service software that can help businesses manage customer interactions and improve their customer service operations. While it may be more complex than other options, it offers robust features and reporting capabilities that can help managers track performance and identify areas for improvement. If you're looking for a comprehensive customer service solution, Salesforce Service Cloud is worth considering.

Pros

Salesforce Service Cloud is a customer service software that offers a wide range of features for businesses to manage customer interactions, including case management, knowledge management, and self-service portals. The platform is highly customizable, allowing teams to tailor it to their specific needs and processes. Additionally, Salesforce Service Cloud offers robust reporting and analytics capabilities, which can help managers track performance and identify areas for improvement.

Cons

One potential con of Salesforce Service Cloud is that the platform may be more complex and harder to navigate for new users compared to other customer service software. It may take some time to get familiar with the platform and its features.

Verified Reviewer
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3
Customer Support
N/A

4
Reviewed on 21/01/2019

Customized Salesforce user

From a business perspective, I have used Salesforce mainly to create reports on clients and their spend (based on attributed dollars on a contract) and also update different contact pages.

Pros

I think Salesforce allows for considerable customization for its users. At my company, I've used it for operational, commercial and research purposes, which is awesome.

Cons

Salesforce is not intuitively easy to use, at least at my company. Some of the field names can be misleading; I think the reporting feature is also difficult if you don't have training or teaching. Also, I don't find the individual pages (contacts, contracts, memberships) pleasing to the eye. The content isn't laid out nicely in my opinion.

Greg
  • Industry: Security & Investigations
  • Company size: 201–500 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
3

5
Reviewed on 05/09/2018

Multiple deployments of Service Cloud and all successful

We have gone from a 30 day history of generic cases to a 360 view across all functions for all time on every customer. We now manage our data instead of it managing us.

Pros

This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment.

Cons

We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management.

686 reviews