Salesforce Service Cloud Reviews: 4.3/5 — Solid Choice

Enables single platform for all customer teams where other systems result in siloed data.

UI takes some time to perfect because there are so many ways to customize.

Scale service processes through self-service enablement.

Ecosystem of Salesforce is amazing with passionate end users

Finding knowledgeable Salesforce resources to make changes

Managing our day to day support operations

Service cloud is full of tools for customer service

Not easy to implement, otherwise is easy to start

Gather case information and have multiple channels

Service Cloud is a great tool for customer support teams practicing KCS. It is easy to integrate with other technologies like Coveo to make it even more powerful.

The search is limited out of the box and requires a lot of work to achieve federated results.

It is great for supporting internal workflows

Service cloud has improved our employee experience allowing them to quickly get info to solve cases and support customers faster and more efficiently.

I would like to see future improvements for Salesforce knowledge

Ability to see a customer's holistic view. Analysts can quickly see the customer's story and know what else has gone on. This allows cases to be solved faster improving customer satisfaction.

The ease of use and customer outreach is great

Could integrate more with third party apps.

Assisting with customer engagement and user journey.

it makes case managemente super easy & helpful

ot can be sometimes a little difficult to customize

Its helping us with self service

5 years with Salesforce Service Cloud and we're still loving it! Lightning-fast support for hundreds of users, AI-powered insights, and endless customization options. Excited to see what's next at #DF23! 🚀✨ #SalesforceServiceCloud

Need to enrich the experience with sending emails from Service Cloud. The feature is very basic and we need to be able to tailor it more for an improved customer experience.

Salesforce Service Cloud plays a pivotal role in our comprehensive customer engagement platform.

That it provides a single pane of glass view into all customer cases, issues, problem resultion details, combined with customer 360 and knowledge base articles

It will require some new skills to manage case routing and assignment logic, as well as tight license management for operating expense purposes

Helping to automate the end to end customer case management lifecycle ad well as provide valuable insights to the front office sales teams for account planning purposes

We are a wealth Managment company and we use cases to keep track of our customer request and for compliance reasons we are on track to show our regulators

For the attachments it could be easier to get the ids, since the regulator do not want to accesss our system they just want a report

For compliance reasons we need to document all client requests and service cloud is helping us on this front

Service Cloud allows my CS team to have all the customer information at their fingertips, without searching a variety of apps and a ton of clicks. It speeds up the entire interaction.

Everything cost toouch money, but it's important.

Data integrity and management and needing to keep duplicates down to a minimum

The 360 view and coverage of all customer needs. Also, tracking agent performance, and being able to provide assistance to customers

Some limitations around case comments and entitlements

It's helping the organization in a lot of ways around customer centric activities making agents more productive and resolving customer issues faster

Service Cloud made the interaction between the Business and the customers better than ever before. I've been building applications based on Service Cloud since 2019 and I've always been excited about its 1) rich functionality, 2) impact on the business, 3) compatibility with other Salesforce products and solutions

There are too few trails on Service Cloud(only 1 superbadge with 2010's tendencies) at the moment. I would be glad to work on building a new trails and superbadges

I reckon that Service Cloud is mostly used in my career as a Customer Self-Service platform(with Experience Cloud), Live Chat(Omnichannel & bots), Contact Center(VoiP), and as a platform that is constantly upgraded to meet the requirements of the end users

Service cloud makes the service interactions transparent! It's so easy to quickly get caught up with a cases history!

Not enough analytics around service and knowledge articles. Not enough emphasis on the fact that salesforce as a platform is for service teams also.

Case patterns, training opportunities for clients

Allows service team to function on their and allowing them to communicate to our outside customers with ease.

Service Cloud is great. Nothing i know of yet that I don't like, except cases being a paid.

Gives more flexibility to our support team to work with our customers

As is the case (get it?) with everything Salesforce, service Cloud has it all. My favorite thing is that you can view everything you need in one view - from the account, to the cases, to the customer's history, to knowledge articles.

That my company doesn't utilize it. We use cases, but not at all as intended.

Solves needing one wholistic view into the customer journey. It's beneficial by being more knowledgeable and helping the customer feel like we have a 1:1 relationship.

Service cloud has great features like email and web to case. Support tickets flow into our org with ease.

List views and queues don't automatically refresh.

Service cloud allows for excellent reporting and real time tracking of our customer support processes.

Meets all of our service needs. Easily adaptable as our process change and services grow.

Steep learning curve, hard to keep up with the structure sometimes. Need a better understanding of best practices.

Tracks customer based issues

Ease of Case mgmt out of the box for streamlined change.

Lack of catering to every need when it comes to dependent pick lists limits for data sets of large scale.

Reducing legacy case management systems

Better connectivity to support agents and customers

None, all features of Salesforce service cloud are good

Getting us closer to the customer

What I like the most is the scalability of the product and the fact that it feels infinitely scalable.

You need to take into account that you will need a system admin to really make it work.

Salesforce cloud voice is powerful

We love the product because of the flexibility and ease of use the low code, no code automation offers. The product includes sales plus service and is user friendly and offers a lot of out of box solutions.

It's all about the user experience and Salesforce offers a lot of options, however they are sometimes not available in the product we purchased and would be considered an add on.

We mainly use Sales Cloud within the Service Cloud Product. We've realized a lot of benefits with automation and improved process and procedures.

I love the case capabilities and reporting made available through case tagging. It is easy to collaborate with other teams via Posts and keep everyone aware of case progress

I am not sure of a dislike I have Tun into, the system functions well for my needs. It’s a great service feature and I have no complaints to report. It’s all good

Tracking of customer needs and trends of why people are contacting us. It has given insights into what customers need further support, tracking to prevent waste.

Service cloud allowed us to gain visibility on our customers' journey and full transparency on our customer care performances. Before implementing Service Cloud we were navigating in the dark, now we can set KPI and ensure we meet our SLA

I would like to see more automation and avoid repetitive work for the service agents.

All customer care interactions with our customers: order management, claim management etc

Service cloud's native features offer robust customer service options, including support for SLAs and multichannel support offerings.

The calendaring options aren't as robust as I'd like and tasks/activities aren't as flexible as they could be.

Service cloud allows customers to centralize their support activities, allowing for faster resolution and collaboration across teams, reducing the time to resolution significantly.

Having all our customers data it in one place allows us to provide tailored responses for each customer.

Building your knowledge base takes time, but it is an investment that pays off.

Quickly resolving customer complaints coming in from multiple sources.

We are able to manage customers through multiple communication channels.

Every platform has its limitations. If you have a good administrator you can navigate them better

We are able to better support our customers and report on the business

I like that you can route based on skills, level, and more.

Omni-channel is confusing that you get more with a higher license like messaging etc.

Case management for tech and customer service

I like Case Escaltions notifications. They help the team stay on top of cases

List Views can't edit when different record type.

Handing incoming dealer questions and customer complaints

Connects the customer journey and brings value to customers and employees

High customization to really match your business model

Resolving customers enquiries, it benefits the business gicing speed