I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.
Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
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Consolidates Customer Interactions into One Workspace, Boosting Productivity
What do you like best about the product?
It consolidates customer interactions into a single, comprehensive workspace, helping boost agent productivity while also improving customer satisfaction.
What do you dislike about the product?
For any customization, you'll need o hire a resource or a consultant and the cost of the resource, and the integration are high.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the core challenge by centralizing customer interactions in a single omnichannel platform. It helps eliminate data silos, reduces agent burnout by cutting down on manual tasks, and speeds up case resolution, which leads to higher customer satisfaction (CSAT) and better retention.
Field service has become more customer focused but asset-centric workflows still need improvement
What is our primary use case?
What is most valuable?
Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless.
The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry.
Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.
What needs improvement?
While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.
For how long have I used the solution?
I have been using it since 2018.
What do I think about the stability of the solution?
As for stability, I would rate it an eight, as it is a stable product.
What do I think about the scalability of the solution?
I would rate scalability highly because it is scalable, and there are always parts or other improvements. I can rate it a seven.
How are customer service and support?
Rating technical support from Salesforce is a difficult question for me because I do not generally deal with it.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
I have dealt with solutions similar to Salesforce Service Cloud, working with a few of them, including IFS and ServiceMax; these are the primary ones.
I have noticed crucial differences between these tools. For instance, while I have the auto-scheduling option in Salesforce Service Cloud, IFS has a much better product in PSO that constantly updates reroutes based on priority and other criteria. ServiceMax is better for asset-related activities, being more asset-centric.
How was the initial setup?
The installation and deployment process is comparatively easy.
What was our ROI?
I see a good ROI.
The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.
The ROI is contingent on which modules I am using, how extensively I am using the application, and how well it is integrated. It depends on multiple factors.
What's my experience with pricing, setup cost, and licensing?
Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.
What other advice do I have?
I am not using Einstein Bots. I am the Presales and Solution Head for the field service application in the company. I would give this product an overall review rating of seven.
From Tickets to Tech: How Salesforce Solved the Support Puzzle
What do you like best about the product?
What I like most about Salesforce Service Cloud is how it has evolved from a simple “ticketing system” into an “Autonomous Solution Engine.”
The Top 3 “Best” Features:
Agentforce : It doesn’t just suggest text—it actually resolves cases, such as refunding orders or checking warranties, without human intervention. It takes on the 60% of routine “busy work” so agents can spend their time where it matters.
Data Cloud (Real-Time Context): It pulls live customer data (like current web browsing or past purchases) directly into the agent’s view, without syncing delays. Instead of piecing things together, you can see the full story right away.
Proactive Service: Integrated IoT and AI can now flag errors before the customer even realizes there’s a problem, turning a potential complaint into a simple “we fixed it” notification.
The Benefit:
It eliminates the “I’ll have to put you on hold to look that up” moment. The result is faster resolutions, lower costs, and happier agents who can focus on complex, human-centric problems.
The Top 3 “Best” Features:
Agentforce : It doesn’t just suggest text—it actually resolves cases, such as refunding orders or checking warranties, without human intervention. It takes on the 60% of routine “busy work” so agents can spend their time where it matters.
Data Cloud (Real-Time Context): It pulls live customer data (like current web browsing or past purchases) directly into the agent’s view, without syncing delays. Instead of piecing things together, you can see the full story right away.
Proactive Service: Integrated IoT and AI can now flag errors before the customer even realizes there’s a problem, turning a potential complaint into a simple “we fixed it” notification.
The Benefit:
It eliminates the “I’ll have to put you on hold to look that up” moment. The result is faster resolutions, lower costs, and happier agents who can focus on complex, human-centric problems.
What do you dislike about the product?
The Catch:
The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.
Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.
Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.
The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.”
The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.
Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.
Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.
The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.”
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty.
Centralized, Scalable Customer Support with Powerful Automation
What do you like best about the product?
What I like most about Salesforce Service Cloud is its ability to centralize all customer support activities into one powerful platform. It brings together multiple support channels—such as email, chat, phone, and social—so agents get a complete view of the customer and their history. This helps them resolve issues faster and more accurately.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
Another major upside is its flexibility and scalability. Salesforce Service Cloud can be customized to fit different business processes and can easily grow with the organization as support volumes increase. Automation features like case routing, workflows, macros, and AI-powered tools significantly reduce manual work and improve agent productivity. Overall, it’s a reliable and robust solution that supports both day-to-day operations and a long-term service strategy.
What do you dislike about the product?
While Salesforce Service Cloud is a very powerful platform, there are a few areas that can be challenging. Because it is so feature-rich and highly customizable, the initial setup and configuration can be complex and may require experienced administrators, along with additional training for users. For new teams, there can also be a learning curve before everyone feels fully comfortable using the system.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
Another downside is the cost, especially for smaller teams or businesses, since some advanced features and add-ons can increase the overall investment.
That said, these downsides are largely a result of the platform’s flexibility and scalability. Once it’s properly implemented and optimized, Service Cloud becomes efficient and stable, and it can be well worth the investment for teams that need a robust solution.
What problems is the product solving and how is that benefiting you?
As an energy company, we manage complex customer relationships, long project lifecycles, and technical service requests. Salesforce Service Cloud helps us address the challenge of organizing and tracking customer issues, service cases, and communication across teams within one centralized system.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
Service Cloud improves visibility into customer history, equipment details, and prior interactions, which is especially important when handling technical support, warranty-related questions, and complaint management. The platform also supports stronger collaboration between customer service, engineering, and field teams by keeping communication and documentation in one place.
Overall, Salesforce Service Cloud helps us operate more efficiently while supporting a higher level of service for our customers and partners in the energy sector.
Powerful omnichannel case management, but complex setup and rising costs
What do you like best about the product?
It centralizes customer interactions across channels—cases, email, chat, phone, and social—so agents don’t have to jump between systems or risk losing context. The case management and automation are a big plus: routing, macros, flows, and SLAs make it easier to handle high volumes efficiently while still staying compliant and consistent.
What do you dislike about the product?
While Service Cloud is very powerful, it comes with a noticeable learning curve—especially for new users or teams that don’t have a dedicated Salesforce admin. Some configurations, such as advanced automations, reporting, and integrations, can feel overly complex and take a lot of time to set up properly. On top of that, costs can rise quickly as you add features, licenses, or customizations, which can be difficult to manage for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the issue of fragmented customer support by bringing all customer interactions together in a single platform. It helps streamline case tracking, improve response times, and boost agent efficiency with automation, omnichannel support, and real-time insights.
Great customer journey visibility, but complex for marketing insights and dashboards
What do you like best about the product?
As a marketer, I appreciate how Salesforce Service Cloud gives me a clear view of customer interactions and service touchpoints. It helps me understand customer journeys, track engagement, and collaborate with the support team to deliver more personalized campaigns.
What do you dislike about the product?
From a marketing perspective, the platform can feel complex and overwhelming, especially when trying to extract specific insights or customize dashboards for campaign tracking.
What problems is the product solving and how is that benefiting you?
It reduces silos between marketing and support teams, allowing us to deliver more personalized messaging, improve customer experiences, and make data-driven decisions.
Great visibility for managing fleet issues in one organised system
What do you like best about the product?
It was useful for managing fleet-related issues at Peloton.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
We could track vehicle cases, driver issues, maintenance requests, and dispatch problems in one system.
It gave good visibility and helped keep things organised across teams.
What do you dislike about the product?
It’s not simple. Setup takes time, and you need proper configuration to make it work well.
It can feel heavy for day-to-day operations and costs add up.
It can feel heavy for day-to-day operations and costs add up.
What problems is the product solving and how is that benefiting you?
It helped manage fleet operations by tracking incidents, maintenance, and dispatch issues in one place. This reduced manual follow-ups, improved response times, and made coordination between operations and support teams easier.
Lightning Console Delivers a 360° Customer View for Faster, More Empathetic Support
What do you like best about the product?
Lightning Console provides a 360-degree customer view in one workspace, minimizing context-switching and enabling faster, more empathetic support.
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
These elements combine for measurable gains like 15% lower call volumes through deflection and consistent, data-driven service at scale
What do you dislike about the product?
Per-user licensing adds up quickly, especially with add-ons for AI or extra storage, making it prohibitive for smaller teams.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
Data storage limits force purchases of additional capacity, while performance can lag under heavy concurrent use without optimization.
What problems is the product solving and how is that benefiting you?
Agents resolve issues 30% faster with real-time insights, boosting satisfaction scores and loyalty for high-volume operations.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Businesses cut support costs through deflection and analytics-driven forecasting, scaling seamlessly without proportional staff increases.
Powerful, Scalable Support Hub with Customizable Workflows
What do you like best about the product?
What I like best about Salesforce Service Cloud is how powerful and scalable it is for managing customer support. It brings cases, omnichannel communication, automation, and reporting into one place, making it easier for support teams to work efficiently and deliver consistent customer experiences. The flexibility to customize workflows and integrate with other tools also makes it a strong fit for growing support operations.
What do you dislike about the product?
What I dislike most about Salesforce Service Cloud is the complexity and learning curve. It can feel overwhelming at first, especially for smaller teams, and many customizations require admin or technical support. Additionally, costs can add up quickly as you scale users, features, and integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the challenge of managing high volumes of customer support across multiple channels in a structured and scalable way. It centralizes cases, emails, chat, and customer data in one system, while automation and workflows help prioritize, route, and resolve issues efficiently.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
This benefits me by improving response times, giving full visibility into customer history, and enabling consistent support experiences. It also helps track performance through reporting and dashboards, making it easier to identify bottlenecks and continuously improve support operations.
A Good Tool with Concise, Clear Information
What do you like best about the product?
it was a good tool that had a concise amount of information.
What do you dislike about the product?
it may need to have a few more colors and have it more upbeat.
What problems is the product solving and how is that benefiting you?
it would be our help desk, where our agents sent out request for our customers concern and an agent will get the case in salesforce.
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