Salesforce Service Cloud

4.4 (780)
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Customer Service & Field Service Management Solutions

Overall rating

4.4 /5
(780)
Value for Money
4.2/5
Features
4.4/5
Ease of Use
4.1/5
Customer Support Software
4.2/5
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780 Reviews

Jessica
Jessica
Overall rating
  • Industry: Consumer Goods
  • Company size: 11–50 Employees
  • Used Weekly for Free Trial
  • 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.

Brittani
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • 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.

Maggie
Overall rating
  • Industry: Computer Software
  • Company size: 51–200 Employees
  • Used Daily for 2+ years
  • 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.

Quantieshia
Overall rating
  • Industry: Entertainment
  • Company size: 2–10 Employees
  • Used Monthly for Free Trial
  • 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.

Magdalena
Overall rating
  • Industry: Computer Software
  • Company size: 2–10 Employees
  • Used Weekly for 1+ year
  • 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.

Suraj
Overall rating
  • Industry: Information Technology & Services
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • 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

Joemar
Overall rating
  • Industry: Banking
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • 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

Ashkan
Overall rating
  • Industry: Accounting Software
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • 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

leonard
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 51–200 Employees
  • Used Weekly for 2+ years
  • 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,

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 5,001–10,000 Employees
  • Used Daily for 2+ years
  • 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

Cassandra
Overall rating
  • Industry: Telecommunications
  • Company size: 11–50 Employees
  • Used Weekly for 1+ year
  • 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 CRM

Reasons 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.
Rodrigo
Overall rating
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • 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.

Eric
Overall rating
  • Industry: Banking
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • 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.

Courtney
Overall rating
  • Industry: Banking
  • Company size: 501–1,000 Employees
  • Used Weekly for 2+ years
  • 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

Thalita
Overall rating
  • Industry: Internet
  • Company size: Self Employed
  • Used Daily for 1+ year
  • 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

Aseel
Overall rating
  • Industry: Accounting Software
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • 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.

Nicholas
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • 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.

Karen
Overall rating
  • Industry: Accounting Software
  • Company size: Self Employed
  • Used Daily for 1+ year
  • 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.

Magdalena Lidia
Magdalena Lidia
Overall rating
  • Industry: Outsourcing/Offshoring
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • 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.

Verified Reviewer
Overall rating
  • Industry: Consumer Goods
  • Company size: 10,000+ Employees
  • Used Weekly for 1+ year
  • 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.

Verified Reviewer
Overall rating
  • Industry: Computer Software
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • 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

Antonello
Antonello
Overall rating
  • Industry: Farming
  • Company size: 11–50 Employees
  • Used Daily for 1+ year
  • 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

Trevor
Overall rating
  • Industry: Logistics & Supply Chain
  • Company size: 11–50 Employees
  • Used Daily for 1-5 months
  • 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.

Kristina
Overall rating
  • Industry: Media Production
  • Company size: 201–500 Employees
  • Used Weekly for 1-5 months
  • 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.

Ahmed
Overall rating
  • Industry: Pharmaceuticals
  • Company size: 501–1,000 Employees
  • Used Daily for 6-12 months
  • 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