We use Salesforce Service Cloud primarily for B2B sales. In my previous role, I built an organization of about 15,000 users, which was a large Salesforce organization. Now in my current organization, we service B2B with about 700 users.
Agentforce Service
Salesforce, Inc.External reviews
7,056 reviews
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Leverage top-tier automation capabilities while streamlining complex naming conventions
What is our primary use case?
What is most valuable?
Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.
What needs improvement?
Salesforce Service Cloud should focus on simplification. There are many overlapping capabilities, and they could benefit from identifying and retiring some products. Their frequent renaming makes it difficult to keep track of the latest features.
For how long have I used the solution?
I have been using Salesforce Service Cloud since 2008 for Sales Cloud and since 2016 for Marketing Cloud.
What was my experience with deployment of the solution?
Salesforce Service Cloud deployment is easy. However, new deployments are rare, and understanding existing configurations is challenging due to their prolonged market presence. This often requires expert Salesforce consultants.
What do I think about the stability of the solution?
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption. These issues arise two or three times a year.
What do I think about the scalability of the solution?
Nobody can compete with Salesforce Service Cloud's scalability.
How are customer service and support?
The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted. I rate their support team as seven out of ten.
What was our ROI?
Salesforce Service Cloud requires significant maintenance effort to see ROI. In my current organization, Salesforce Service Cloud is the only tool we use, while in my previous organization, ROI was observed after build and migration calculations.
What's my experience with pricing, setup cost, and licensing?
Salesforce Service Cloud is expensive, operating as the sole player in the CRM market space. Its pricing is high.
What other advice do I have?
Simplify the naming convention and do not change the names frequently so that it is easier for customers to keep track. I recommend Salesforce Service Cloud to others and rate it between seven and 7.5 out of ten. The overall solution rating is 7.5 out of ten.
Flexible Service Solution for Businesses of All Sizes
What do you like best about the product?
I've implemented Salesforce Service Cloud for a diverse range of clients—spanning small businesses to large enterprises. Its flexibility and ease of use in configuration make it adaptable to different business needs, ensuring successful implementations across various industries. Even for complex setups involving external CTIs and third-party integrations, Service Cloud provides the scalability and tools to achieve seamless customer service operations. The depth of customization, automation, and AI-driven capabilities make it a top choice for organizations looking to enhance their service experience.
What do you dislike about the product?
There’s nothing major to dislike, but implementing complex scenarios often requires deep product knowledge and experience. Trailhead does a great job covering the fundamentals, and Salesforce Customer Support helps when an implementation hits a roadblock, but more in-depth documentation or advanced demos on complex implementations—especially for integrations with external CTIs and custom workflows—would be helpful.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to manage customer cases efficiently. It helps us track and resolve issues while ensuring our support teams respond on time. The ability to access and create knowledge articles directly from cases makes it easier to resolve similar issues in the future. With automated case assignment, SLA tracking, and queue management, everything stays organized, and our support process runs smoothly.
Boost management and possibilities with a customer-centric focus.
What do you like best about the product?
The ability to adapt to each business while guiding you toward excellence through best practices.
What do you dislike about the product?
It requires a lot of study and dedication, especially if you’re adopting it without much prior knowledge.
What problems is the product solving and how is that benefiting you?
Data integration and Omni Channel. The consolidation and unification of applications for support translates into efficiency and speed.
The case for case!
What do you like best about the product?
I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well.
What do you dislike about the product?
I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us address gaps in our knowledge articles by giving users the ability to ask questions that can be turned into Knowledge.
Optimizing Service Teams & Customer Experience with Service Cloud
What do you like best about the product?
As a consultant working with various organizations to enhance their customer service operations, I’ve found Salesforce Service Cloud to be one of the most effective solutions for driving efficiency and alignment within support teams.
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
What do you dislike about the product?
The consumption based pricing for Agents. It's impossible to budget for.
What problems is the product solving and how is that benefiting you?
Case routing helps customers to make sure that they are getting the right people on the case. It allows a more seamless workflow without as much need for escalation.
A holistic CRM
What do you like best about the product?
Salesforce Service Cloud has always been a leader in CRM and service management and now it's even better with the amazing Agentforce capabilities.
What do you dislike about the product?
The cost of ownership is a cons due to the price of its license.
What problems is the product solving and how is that benefiting you?
As a product consultant, my clients are greatly benefiting from the integration of client information, historical engagements, and omnichannel capabilities. This addition is significantly enhancing their business operations.
Mobile capabilities expand sales tracking and customer feedback gathering
What is our primary use case?
I used Salesforce Service Cloud for our sales agents to track visits, gather feedback from customers, and capture orders.
What is most valuable?
Salesforce Service Cloud improved our organization with its mobile capabilities. Before its implementation in 2012, we lacked a mobile solution, and this feature was crucial for us at the time.
What needs improvement?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
For how long have I used the solution?
I have been familiar with Salesforce Service Cloud since 2012.
How are customer service and support?
We have another partner for support, apart from Salesforce Service Cloud's regular licenses.
Which solution did I use previously and why did I switch?
We are currently working with SAP CRM from 2007 and are planning to replace it with something newer.
What's my experience with pricing, setup cost, and licensing?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Which other solutions did I evaluate?
The company is researching solutions like SAP Marketing Cloud and Salesforce Marketing Cloud.
What other advice do I have?
I rate Salesforce Service Cloud eight out of ten. The high price compared to other solutions is a significant factor in my rating.
A solid product with many options
What do you like best about the product?
You can utilize it for basic functions or customize it extensively, allowing you to select features based on your needs.
What do you dislike about the product?
If not executed according to best practices, things can rapidly become complex. This isn't something you can simply "wing' it, especially considering the platform's substantial growth in recent years.
What problems is the product solving and how is that benefiting you?
It provides us with a "master of data" solution for everything related to our customers, and with the customisation options we are able to build our own "custom apps" on top of it.
Salesforce Administrator
What do you like best about the product?
I especially like “CASE” and “Knowledge”.
What do you dislike about the product?
We would like to make more use of the system within the company, but the high license fee is a bottleneck.
What problems is the product solving and how is that benefiting you?
Our company is an English cram school. It has been very useful for us to manage inquiries from students and share our response history. In addition, we are able to provide students with options for self-help by publishing FAQs in a knowledgeable format. In the future, we would like to use AI to support better services.
Solid choice for service
What do you like best about the product?
Easy to configure and to set up escalation rules and tracking. Very inuative features
What do you dislike about the product?
The cost -- it is definitely one of the more expensive choices out there.
What problems is the product solving and how is that benefiting you?
Tracking customer issues and escalating software bugs
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