Salesforce Service Cloud Reviews

Salesforce Service Cloud
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780 Reviews

- Industry: Consumer Goods
- Company size: 11–50 Employees
- Used Weekly for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great for Call Centers
Reviewed on 16/11/2023
Pros
I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.
Cons
I do wish it was just a little bit cheaper.
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Has helped incredibly!
Reviewed on 19/08/2024
My overall experience with Salesforce Service Cloud has been quite positive. The platform's...
My overall experience with Salesforce Service Cloud has been quite positive. The platform's customer service tools have greatly improved our ability to manage and resolve customer issues efficiently. The integration capabilities with other Salesforce products and third-party applications have made it a versatile solution for our business needs. The analytics and reporting features have provided valuable insights for improving our service operations. Overall, Salesforce Service Cloud has been a highly beneficial tool for enhancing our customer service capabilities.
Pros
Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.
Cons
The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 6.0 /10
Good if using Salesforce CRM
Reviewed on 12/05/2023
It was okay - great for us, terrible for clients.
It was okay - great for us, terrible for clients.
Pros
The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!
Cons
Even 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.
- Industry: Entertainment
- Company size: 2–10 Employees
- Used Monthly for Free Trial
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 4.0 /10
Not to happy
Reviewed on 21/11/2024
I didn't really like salesforce. It didn't meet my expectations
I didn't really like salesforce. It didn't meet my expectations
Pros
I like that Salesforce is innovative with their products and how they are used.
Cons
I find that some things are a bit mundane.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Excellent tool, when used correctly
Reviewed on 14/07/2024
When implemented appropriately for your size and business needs the tool is an excellent addition...
When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend
Pros
Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service
Cons
Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Efficient and Comprehensive Service Management
Reviewed on 05/08/2024
My overall experience with Salesforce Service Cloud has been highly positive. It excels in...
My overall experience with Salesforce Service Cloud has been highly positive. It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer satisfaction and team productivity.
Pros
Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.
Cons
The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Salesforce Review
Reviewed on 16/06/2024
I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support
I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support
Pros
The user interface is less complicated and the ticket are well organize
Cons
It freezes during new changes are being implemented
- Industry: Accounting Software
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Salesforce review
Reviewed on 06/10/2024
Pros
Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.
Cons
What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users
- Industry: Electrical/Electronic Manufacturing
- Company size: 51–200 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Salesforce gets 5 stars
Reviewed on 08/10/2024
Very positive experience. Super collaborative with multiple reps and management functions....
Very positive experience. Super collaborative with multiple reps and management functions. Excellent reports and summaries. Customer detailed information at my fingertips.
Pros
Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.
Cons
Nothing. It's one of the most error free/bug free applications I have ever used,
- Industry: Computer Software
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Great for sales tracking not so good for customer management
Reviewed on 25/03/2024
Pros
It’s great software to track sales due to its interfaces with other softwares and very customizable
Cons
It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Salesforce - A must for CRM
Reviewed on 24/04/2023
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.
Pros
Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.
Cons
I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner
Alternatives Considered
HubSpot CRMReasons for Switching to Salesforce Service Cloud
We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Perfect CRM for a company
Reviewed on 13/05/2024
my overall experience is very positive with Salesforce and for sure I am still a learner as they...
my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.
Pros
What I love most are the reports that we can create based on the information that we want to see
Cons
I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
SF Service Cloud rules
Reviewed on 23/09/2024
i've been in the SF real for about 12 years and love it. It's always growing and always challenges...
i've been in the SF real for about 12 years and love it. It's always growing and always challenges to learn
Pros
Highly customizable to suit business needs. Ease of use.
Cons
The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.
- Industry: Banking
- Company size: 501–1,000 Employees
- Used Weekly for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Salesforce Service is a Good one
Reviewed on 10/06/2024
Pros
It is a really good tool with customers. Very easy to navigate
Cons
There is nothing to not like about salesforce it is there to help
- Industry: Internet
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
I like Salesforce very much, because it is simple to use and automation
Reviewed on 25/02/2023
the experience itself, is very good. it makes it very easy to automate contact with the customer,...
the experience itself, is very good. it makes it very easy to automate contact with the customer, especially when I want to update data. it helps me optimize my time, in my opinion there is little to improve
Pros
I like the ease of changing the text I want to send to the customer, and the ease of automation of updating customer purchases
Cons
i believe they could, verify if the client's number is in whatsapp or not, update the contact lists automatically, inform the quantity of available contacts in each list and a greater facility when searching for a specific contact. it is not so easy to filter the contact you want to contact. but i know that the platform is always being updated to improve the experience of its users
- Industry: Accounting Software
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Egypt
Reviewed on 12/05/2023
I found integration in Salesforce's business processes because it made it easier for us to use many...
I found integration in Salesforce's business processes because it made it easier for us to use many of the features it contains, which helped us a lot in the organization's work and helped in its success, development, and completion of its practical and functional tasks in a short and fast time, and also that it is easy to use and practice, and it contains easy windows and easy to learn and get used to After experiencing it, it is really something special ، great program.
Cons
Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Salesforce Service Cloud
Reviewed on 12/07/2023
It has improved our business in multiple ways.
It has improved our business in multiple ways.
Pros
It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.
Cons
The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.
- Industry: Accounting Software
- Company size: Self Employed
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Super software
Reviewed on 06/07/2023
I have had a very good experience using salesforce and I would recommend it to others.
I have had a very good experience using salesforce and I would recommend it to others.
Pros
I love that it is user friendly and easy to learn.
Cons
Nothing it works well for what we needed it for.
- Industry: Outsourcing/Offshoring
- Company size: 5,001–10,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 3.0 /10
big corporate machine to manage leads
Reviewed on 21/08/2023
I don't want to use it anymore.
I don't want to use it anymore.
Pros
it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.
Cons
difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.
- Industry: Consumer Goods
- Company size: 10,000+ Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Great Legacy Tool for CRM
Reviewed on 20/09/2023
Overall, it's one of the legacy tools we have in CRM area.
Overall, it's one of the legacy tools we have in CRM area.
Pros
Amazing capabilities for utilizing all the consumer data we have especially having all the consumer data regarding even each transaction with them.
Cons
Reporting ability is limited to four dimensions and this might cripple the reports we're getting.
- Industry: Computer Software
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
optimizes customer services
Reviewed on 16/04/2023
Pros
Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment
Cons
Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

- Industry: Farming
- Company size: 11–50 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 7.0 /10
decent
Reviewed on 16/05/2023
Pros
its good for start up and small business ceos who need a little more info
Cons
Its only good for startup companies in my humble opinion
- Industry: Logistics & Supply Chain
- Company size: 11–50 Employees
- Used Daily for 1-5 months
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Review Source
Overall rating
- Ease of Use
- Customer Support Software
- Likelihood to recommend 2.0 /10
Had to back out from using this product.
Reviewed on 01/06/2023
I have heard good things about it, but if we are going to spend what it takes to have these...
I have heard good things about it, but if we are going to spend what it takes to have these features, we expect to have an accessible support team to get it up and running to our required specifications. We did not have that experience and hence had to back out of our signing with Salesforce.
Pros
Didn't really get a chance to use it. Once we purchased the tech, we ran into some issues and the support and IT teams seemed to abandon us.
Cons
Ran into some early operational issues, which I assume are easily remedied, but we never got the chance because the support team seemed to not want to help at all so we backed out of our purchase of this product.
- Industry: Media Production
- Company size: 201–500 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Easy, time-saver and intuitive
Reviewed on 01/11/2023
Pros
Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.
Cons
Nothing comes to my mind at the moment.
- Industry: Pharmaceuticals
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
It makes our work easier
Reviewed on 17/05/2023
Pros
simple to use , no crashes and amazing animations
Cons
there is a very annoying updates day by day