Salesforce Service Cloud Reviews: 4.3/5 — Solid Choice

That I can track the documents I need from a client and tag the date they were received.

We cannot get the system set up to match what we really need for our customer service

We cannot use the software the way we want to

There are lot's of features and modifications that you can perform to tailor Salesforce to what you want it to do, if you can customize it correctly you will have a very helpful service in Salesforce service cloud.

The amount of customizations and modifications is overwhelming and easy to make mistakes. Because of this the software can be very buggy. I don't know if it is inherently buggy or just because our Salesforce analysts do not midy it correctly. either way, if you know what you are doing it can work great. But it is complicated and taught to specialize it to do exactly what you want it to do so it can be buggy and hard to use sometimes. In other words, all the features and customizations can be overwhelming. Also, even on some of the basic things and operations I would find myself refreshing the page a lot because the page would not load correctly or something like that.

We used it as a help desk and to keep track of metrics. As far as pulling metrics from it, if you know what you are doing, it can be very helpful. But from purely a user's standpoint it is a complicated piece of software, and can be frustrating when it is performing buggy, or there are so many options you just don't know what to do. It does not have . an easy or intuitive design and could benefit from a few improvements in that area.

Many timesheet features, easy use, available mobile application.

Lack of user friendly graphical interface.

Managment of employees timesheets and expenses reports.

The main benefit of Salesforce Service Cloud is that it can be used to build a team inbox and you can answer customer inquiries from different email addresses. There are also a number of ways that you can customize the layout and metrics reporting.

The processing time that it takes for any action at all. Anytime I click on anything or update information, I'm waiting at least 5 - 10 seconds for the information to log. Emailing only supports text, so you're out of luck if you need to paste an image or screenshot. Very limited messaging capabilities.

Using to answer support inquiries from clients. The main benefit is we have a dumping ground for emails that we can assign and distribute.

It's so customizable to our companies needs regarding assisting customers and keeping their information in order.

It doesn't have a great UI and could be a bit more user friendly

Customer service and customer management.

I like the user interface. Easy to use and manipulate.

I do not like that I’ll run into an issue, and when I search for a solution on the trailblazer community site, someone had asked the same question years ago, but a feature was never created to address that issue.

Donor management; connecting teammates

It keeps support tickets organized. Better than using nothing.

It's hard to use, not intuitive, hard to keep organized, and frustrating when you can't close tickets out because of existing rules written.

Customer Support - need to respond quickly and assign cases

Adaptable to SF environment and works well as part of the Sales force ecosystem

Price. Ties you to Salesforce. Very hard to move off and integration with other apps is clumsy, despite the APIs. Very expensive license and implementation

Leveraging internal expertise. Good does faqs and building out knowledge repository

-Can be streamlined amongst different teams all using the product

-Workflow is wrong for IT Helpdesk workflow

-Helpdesk solutions, realized this is not the product for our team

It is nice to have client interactions filed under categories

Just about everything navigation wise. Also , way too many limitations when it comes to closing cases. Mass close for spam is nonexistent. Lots of time sucking workflows.

We tried to streamline our customer service across asset classes

Salesforce Service Cloud is an easily accessible tool for use with all of my business needs.

Salesforce Service CLoud isn't as reliable as I would have hoped for timing.

SAlesforce Service Cloud has allowed me to have a central place for my contacts and their information.

The speed is great. You can get a lot done in a short amount of time but in general it's too detailed.

Too detailed. Not enough explanation and since we purchased it through a middle man we don't understand it.

data reporting

I'm not a big fan. Its difficult to search for different terms.

I find it difficult to search. It only shows exact results.

Trying to service customers. Its a good database, nothing more.

Easy to sign on and see current database

Not so easy to add prospects and/or clients. Too many fields to complete as prospects... should be shorter for prospects and add details once they sign as clients

Seeing all clients and prospects in one spot

We use Desk as a central place for a portion of our support - specifically, we have used it to look up replies for another team that works with ours (but is still related to ours) - so we can provide information to users who phone in inquiring about that specific team's correspondence with them. I like that it allows us to interact with our customers as well as the other team that's working on the case (through internatl notes) and get feedback from both customers and coworkers on issues.

I just don't like the layout - I think it is convoluted and not totally user friendly. I prefer Zendesk.

It really helped our customers with solving their problems and one location for people to go to both from our team and the other team.

The fact that it is versatile and customizable to meet our needs. Having everything in one place is very nice. Being able to change things at a moments notice and have visibility on our techs.

I don't like the fact that it doesn't interface with the phone app very well. Some fields you can not edit on the phone and you are force to go into the web version on your phone which doesn't make any sense. I wish the app was more dialed in and easy to use. Currently it is very clunky.

Solving the issue of having all of our field service techs the ability to see Salesforce things all in one place rather than copy and pasting information into different work order platforms. Should save time in the long run as soon as bugs are hashed out on the phone app. Currently the app is very clunky.

It promised a lot and had the potential to be a great ool.

It did not meet the needs of our workflow or our company. In the end we had a third part come in a make a bunch of custom workflows that fit our needs. And where they could not, we went to outside tools.

Escalation paths between support and service, flexible billing, better knowledge base tools, and customer to customer forums.

We were very pleased with the integrations with our salesforce products.

We were disappointed with the UI and configuration options, it is not very intuitive.

We use ticketing for client facing, internal helpdesk and operations, desk was suitable for our client facing but not our operations team or internal helpdesk.

I love the knowledge base piece and it's customizability - granted it's quite hard to customize. But the potential is there. There are some great examples of very beautiful looking knowledge bases that use Desk.com

A lot. The way you enter content is clunky, editing templates is clunky and the supposedly easy sync with Salesforce is anything but. It's got a pretty shell, but on the inside, Desk.com runs like yesterday's web.

It allows us to funnel help questions into a place where we won't lose them. We use out support email inbox for multiple reasons and Desk helps us deal with those looking for support.

I like that it consolidates all of my company's support tickets into one place.

I dislike that I can't search for past support cases by their tags/labels. I want to be able to click on a label and see all from that label. I also hate that I can't forward support tickets easily.

We are making sure our customers are being taken care of and that we are addressing site errors as fast as possible.

The wider organisation uses Salesforce so everything is in one place. We could access customer account information, opportunities , sales comms and contracts.

The speed and responsiveness of the site seemed slower than expected. Changes to Service Cloud required work from Salesforce developers which could take time.

Our sales teams are heavily integrated into Salesforce and use many other applications in conjunction with Salesforce. We use Salesforce still within our support teams as this provides us better holistic view of the customer.

They were so unprofessional when a probl

em happened with me. They canceled my subscription without a proper notification and blocked me from getting into my data. All my date were lost and I don't have access to them anymore. Their sales person tried to compensate me with a very cheap compensation but I agreed and when it comes to fulfill their promises they revoke the word of their salesman. Now, all I can say is that they scammed me. No matter how big they are but you can't reach out to a responsible person who can actually resolve your problem.

I can't say that since they banned me from my data of my whole company. So no benefits but actual loss happened with them.

Literally nothing. I fail to see even a single redeeming factor of this product.

Literally everything. Where on earth do I begin? The user interface is insanely clunky. Who on earth would write a help desk program that would require you to click five things *just to close a case*? Even worse, page loads are TERRIBLY slow, so clicking those five things is a painful exercise in frustration. Basic, core features of a helpdesk solution, such as automatically pushing new cases into the list view (or, heck, even periodically refreshing the list view) are missing. Where every other helpdesk solution has simple rules/workflows that can be set up to route things to the right place, you almost need to be a programmer to make any administrative changes to Salesforce. The fact they have an entire separate website for their Trailblazer training program with reams and reams of documentation about the product shows you how over-the-top complicated it is to learn and run (if they spent even 10% of that effort in actually improving their product, it would probably blow everything else out of the water). We paid big bucks to hire an outside "Salesforce Expert" to custom-code things to make Service Cloud work like our previous helpdesk product (Desk.com, owned by Salesforce before it was shut down) but that didn't solve things. No simple helpdesk product should require Cisco-like certifications to understand how to run! Salesforce will sucker you in and promise you the moon that everything is fantastic, but when you actually go to use the product and realize how much it sucks, they maintain an iron vise-like grip on you. No canceling, no refunds, and if you try to avoid paying your renewal, they'll literally send you to collections. What an utter filthy company to do business with.

What problems were we trying to solve? Ones created *by Salesforce itself.* They bought up the product we were previously using (Desk.com) and then shut it down. They promised that all of the functionality in Desk.com was migrated into Salesforce Service Cloud Lightning and that Service Cloud Lightning would be an even better platform. How they could lie with a straight face is beyond me, but suffice it to say that Service Cloud Lightning is a heap of trash and one of the clunkiest products I've ever attempted to use.

Absolutely nothing. I do not think there are any redeeming qualities about Service Cloud. The only marginal plus is the native integration with the other Salesforce platforms.

Service cloud is clunky, slow, ugly user interface and just filled with bugs. We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong. Biggest cons: -unable to easily share case links -no ways to check if someone else is viewing / working on a case (agents can clash working on same case) -slow searching for cases -poor search functionality (other than case numbers) -triggers only work about half the time -reporting is slow and clunky -feature gaps exist between classic and lightning (new interface) And most importantly, customers are constantly begging us to switch back to Zendesk. STAY FAR AWAY!

We moved to Salesforce Service Cloud since our sales team uses Salesforce. We haven't achieved any benefits except for being able to look up sales data.

it organizes Accounts and Contacts pretty well.

everything about around communicating via email to clients and our staff

supposedly help desk

Salesforce is a major name that offers the ability to do so much. I've never ran into a problem that there wasn't a fix for.

Salesforce can be overly complicated for some things. The settings and configuration can be confusing, and the website used for documentation purposes never seems to have the correct link, and I find myself being redirected constantly. On top of that, different versions and products that are named similarly make Salesforce a confusing application to admin.

We use Salesforce Service Cloud to reach out and maintain contact with leads, contacts, and members.

The remedy force cloud application can be linked to our enterprise authentication system - this means we can use single sign on to log in to the product using the web interface. Salesforce cloud also has integration with Microsoft Flow - this allows us to produce automatic triggers to integrate with other applications and reduce reliance on user action for monitoring for certain events I have experimented with flow integration, however it requires more documentation to be able to make the tools more usable

Search does not allow complex queries Interface does not work on all browsers Poor integration with email service Search results are not presented in any logical order - the search function is just a basic "free text" seach - this needs to be a better search using proper conditionals It would be useful if these was more doumentation for using the service with Microsft Flow - I have tried to use the service but it doesn't tell me what I ought to be ablw to do. If there were some concrete examples of how to use the application programming interface then that would be very useful

Problem ticketing Change requests Incident reporting Service requests

Mobile access is a plus so i can see appointments on the go.

Not very user friendly to pull reports. Also to enter a business account is a lot of unnecessary steps that are repetitive.

Keeps track of all our clients. Projects completed or open for clients.

Salesforce LiveMessage automatically links a text (SMS) conversation to accounts in the CRM. LiveMessage also allows us to send automatic SMS reminders to customers/clients.

Salesforce LiveMessage requires constant troubleshooting and de-bugging. It took months to get the chats to route to the correct representative. Messages do not have timestamps. Chats disappear and do not log correctly. You must "End LiveMessage" in order to keep your dashboard clean. The dashboard is clunky and seems outdated. Notifications don't make sense. It is difficult to sift through tabs on the dashboard to find the correct conversation.

Salesforce LiveMessage allows us to contact our clients using a means other than Email and Phone. It also allows us to send automatic text (SMS) reminders.

Nothing. It's slow and cumbersome to use.

Slow responses from system. No shared group views, each user must create their own views. Macro creation is cumbersome and can not be used in certain functions. Adding auromatic signature to email responses places the signature at the end of a long email chain, not where your response is.

Using it as a ticketing system.