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Salesforce Service Cloud Reviews: 4.3/5 — Solid Choice
Salesforce Service Cloud is a comprehensive customer service platform designed to help businesses manage and resolve customer inquiries efficiently. It offers a suite of tools for case management, knowledge base creation, and omnichannel support, enabling organizations to deliver personalized and effective customer service experiences.
| Company | Salesforce |
|---|---|
| Year founded | 1999 |
| Company size | 10,001+ employees |
| Headquarters | San Francisco, California |
| Social Media |
| Capabilities |
AI
API
|
|---|---|
| Ease of use |
Intermediate
Advanced
|
| Deployment | Cloud / SaaS / Web-Based, Mobile Android, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
Salesforce Service Cloud Pros and Cons
- Comprehensive omnichannel communication tools, including email, social media, and live chat
- Telephony integration allows users to make calls directly from the software
- Drag-and-drop interface makes it easy to build branded self-help portals
- AI features are available across all tiers
- Does not offer a free plan; expensive to upgrade to higher-priced plans
- Monthly billing option is only available in the lowest-priced plan (the Essentials plan)
- 24/7 phone support requires a subscription to a paid support plan
- Time-consuming setup and customization, especially after updates are released
- Not suited for beginners because of its steep learning curve
Compare Salesforce Service Cloud with other popular tools in the same category.
It provides a bucket of all the tickets being raised by the customers, allowes for various statuses of the ticket
It does not provide notification for changes in status of tickets.
It allows to customer management, providing feedbacks and helps in conversational support.
This service cloud is very useful to automate the process for services like live agents and case routing escalation rules and so on
As of now no drawbacks from side I am using live chart and skill based routing all are good for me
Case management problems with high rating issues were easily resolved with the help of case management and live chat agent
Salesforce service cloud has a one of the best product we have in the market
Case creation via community or web can be improved
It solves as a self service portal and case management
Customer inquiry management is way easy on salesforce, it gives the data insights on what type of inquiry we are receiving, backed by email trail.
Automatic reply are not functioning correctly, whenever there is change in the status of the ticekt, it should provide an update to the customer.
Volume of inquiries, trend of inquiries, excalation matrix and back up of all communication in one single platform.
User friendly application to track the sales cycle and also supports in managing day to day routine activities by providing data extraction of projects, details filteration and also measure productivity.
Bit slow, need to present the improved dashboard.
Mobile, and can use anywhere anytime , easy to manage the customers and day to day activities.
Salesforce Service Cloud transformed our customer support operations. Its seamless integration across channels, user-friendly case management, and AI-powered capabilities have increased efficiency and customer satisfaction. The capacity to tailor interactions and anticipate needs distinguishes it as a game changer for any support team.
In my experience, the complex nature of Salesforce Service Cloud can be difficult, particularly for smaller teams or those without dedicated administrators. Navigating its many features and customization choices can take substantial time and effort, potentially impeding speedy installation and adoption.
Salesforce Service Cloud addresses the difficulty of efficiently handling client inquiries across numerous channels, providing quick resolution and tailored support. This benefits me since it improves customer satisfaction, streamlines workflows, and provides vital insights into consumer needs, ultimately generating loyalty and corporate growth.
The layout of the Salesforce service cloud app is simple and straightforward. There was no need to transect. It's very User friendly. Customer Support is good, fast response we get and It's Integration very smooth, lot's of Integration article available on google.
Salesforce service cloud costs is too high, Normal company can't affort it
Since when I'm using I feel it's better from other tools. it helps our team to manage work load by routing and scaling processes.
Integration of calls, emails, social media cases all into a single platform is what I like best about SFSC. Ticket creation is seamless, and it's easy to keep a record of cases without any hassle. We use it daily for all our tasks, and it works pretty well.
Emails take a little time to flow in, around 5-10 minutes of wait time. Other than this, SFSC works seamlessly.
Ticket creation is very simple. It also integrates customer accounts which makes it easy to identify callers and even call them back, directly from SFSC.
Salesforce service cloud is used to support customer to there query related to product we can provide customer to help desk, chat , web to case . We can easily integrate service cloud with another cloud. Service cloud is used to support customer support.
No dislike about the service cloud all features are very good
Service cloud is used to resolve customer queries is used for customer support like help desk, live chat, contact centre and many more.
Salesforce service cloud is use to resolve customer queries like we can manage email to case, web to case, live chat , helpdesk and many more . This cloud provide complete satisfaction to customer and it's easily integrate to another platform. Is use for customer support.
No dislike about the Salesforce service cloud
Real-time chat functionality allows businesses to offer live support to customers on their websites.Service Cloud enables support across multiple channels, including email, social media, chat, and phone.
Service is a very easy to use and easy to implement cloud of Salesforce.Its features are very useful to manage customer support process of a company.
There are no such dislikes about Salesforce service cloud.
It really saves customer support time by its milestone feature.
I love that this product is so intuitive to use, it does not require much training.
It did take awhile to get running smoothly when we launched it but it's been great since.
We are using it to allow customer to see what the progress is on their order and service orders as they progress.
Managing the case, using automation , email supports, using eienstein for give quick support. Managing the user by different category , terriorty , language, experience and implement solution and provide support
As per the requirment I not find any point for dislike the service cloud functionality.
So managing complains and providing best soltion is always a tuff chalenge. Mainatining customer relationship give support in shorter time without degrading service qualities.After using service cloud feature these issue resolved.
Their uniqueness. The trust the develop between customer and client.
Nothing to dislike.everything here is planned and executed as they want.
Its solving and building trust between us and customer and we are benefitted with saving time.
Ease of usage| User friendly | it gives both end user and support agent best experience for documenting the resolution provided on any ticket or task. feels good when you update you case. it has one good feature where you can choose whether you want to share the update internally only or with all people who have the access.
All features seems pretty interesting however there is always a scope of improvement in some area, so do Salesforce service cloud have , customer information is open for service agents which could lead to user privacy risk, many times a customer do not even know it if their personal information is being compromised.
I Can easily create a support ticket for something broken down and assign to cloud team, then based on the information it assigns to the right team and i get my solution in short time. which i love the most, i do not have to call , email or follow up continuously with someone
Salesforce service cloud is one best tech support in the market.Sales
Setup is sometimes complex for new users so proper documentation is required to work upon all the features.
Salesforce service cloud provides features to track customers data which can be used for tracking and managing complex data. We can customize user data according to our needs.
I recently had a tremendously positive experience with Salesforce Service Cloud. I was impressed by its user-friendly interface and intuitive features. The platform allowed me to efficiently manage customer inquiries and track their progress in real-time. The automated workflows streamlined my team's processes, resulting in improved productivity and faster response times. Overall, Salesforce Service Cloud has transformed our customer service operations, delivering exceptional experiences to our clients.
Another area for improvement is the knowledge base functionality, which could benefit from better search functionality and more seamless integration with other systems
Contact center
Provides an all-inclusive soultion to managing overhead processes
The cost is a little high and it is not fully customizable.
Provides an out-of-box solution that is easily maintainable.
User interface , lightning features , new features for every 3 months .
No proper tools for developers for identifying or performing a code compare or code search
Quick connect with field sales team , custom solutions quick to build for complex business needs
Good experience across devices and platforms
No good developer friendly tools . Using third party addon
Activity and task management solutions
I love how easier it is for our service teams to manage cases using shared account and contact data sets with sales cloud
I don't like that we needed to do a lot of customization to make the platform work for our needs.
Service Cloud helps us manage a wide variety of cases managed by numerous support teams.
Scales with business..easy until confirmation
Omni channel management hard to configure
Case management and determine what's trending
We are able to use Omni Channel routing to assign cases
We would like to be able to easily convert all work related things to cases without having to do a lot of work
We are able to measure and track the time it took to resolve the case since we can group all activities in the case
The ability to navigate to records that are useful for a service rep to resolve issues is the most important part. Having it all in one place is really important
It is sometimes slow and has a few bugs which are uncommon so it's okay but would love to fix those
Service cloud helps my company's service reps to work on their cases in an efficient manner and enhance the CSAT
Being able to quickly create solutions with low code greatly increases productivity for devs and the users.
Sometimes troubleshooting takes long, finding answers is not as easy
Making easier for our custumer services to help our custumers purchase and manage our products
A comprehensive and centralized view of customer data, enabling efficient case management
The cost, it is incredibly hard to forecast how much exactly the platform will cost you for authenticated logged in users.
personalized and efficient support to your customers across multiple channels.
Ease of use is the best. Changing from one software to another is seamless
Ai is very different from other industries
Interface and improvement with generating customer dashboard and insights
Ease of use when configuring the system.
Interface sometimes has performance issues
Connecting with our customers in real time
It's a one stop place for the agent. It can help productivity and efficiency.
It could be more intuitive and easy for self learning.
It will help us standardize our call centersa
We love the ability to easily incorporate Flows and utilize Case mgmt in unique ways.
Some limitations with reporting based on object models. Limitations with Experience Cloud. Many times we need to present a robust UI for users who don't need to work directly in crm. This is complicated and often requires professional services
Academic advising and connecting students to advisors
