Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Seamless Transition with Robust Features
What do you like best about the product?
I appreciate the extensive features and functionality that Salesforce Service Cloud offers, which provide account information and enhance communication with sales and CSMs. The setup was straightforward, matching our previous features and allowing additional functionalities. The knowledge base and automated cases are incredibly useful, and the visibility within Salesforce is a significant advantage, enabling the sales team to see service cases clearly.
What do you dislike about the product?
I would like Salesforce Service Cloud to have more out-of-the-box features that match the capabilities of Zendesk. Additionally, I wish there were tools available that would not require setting up some flows.
What problems is the product solving and how is that benefiting you?
I find Service Cloud enhances case management and knowledge sharing, offering better sales and CSM team communication and visibility, facilitating monitoring and tiered service levels, and improving automatic responses and case flows.
Love Salesforce Service Cloud for Consistent Case Management
What do you like best about the product?
I love the organization and management capabilities of Salesforce Service Cloud, particularly in handling customer tickets and product issues efficiently. The business case management, service call omnichannel features, and case supplies are extremely useful. Additionally, the seamless integration with Atlassian’s Jira Cloud enhances our workflow. I'm so satisfied with the service cloud that I'm always looking to add more licenses.
What do you dislike about the product?
Not at the moment
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize customer tickets and product issues efficiently, categorizing and tagging them for better accuracy in our product teams.
Powerful Unified Support, but Steep Learning Curve for New Users
What do you like best about the product?
I love how Salesforce Service Cloud brings everything together — customer data, cases, and communication — into one unified console. It helps service teams deliver faster, more personalized support across every channel.
What do you dislike about the product?
While Service Cloud is incredibly powerful, it can feel overwhelming for new users. There’s a steep learning curve, especially when setting up customizations or understanding all the automation capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions — email, chat, phone, and social — in one place. It eliminates silos, so every agent has full context to resolve cases faster and deliver more personalized service.
Powerful, Unified Customer Service with Salesforce Service Cloud—But at a Cost
What do you like best about the product?
Salesforce Service Cloud excels at centralizing customer service operations in one powerful platform. Its omnichannel support seamlessly manages inquiries across email, phone, chat, and social media, ensuring consistent service quality. The intelligent case routing and automation features dramatically reduce response times while boosting agent productivity.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What stands out most is the 360-degree customer view, providing agents with complete interaction history for personalized support. Built-in AI capabilities offer smart recommendations and predictive insights. The platform’s scalability grows with your business, while robust analytics help identify trends and optimize performance. Integration with the broader Salesforce ecosystem creates a unified customer experience across sales and service teams.
What do you dislike about the product?
High costs, steep learning curve, complex customization, overwhelming features—Salesforce Service Cloud demands significant training, dedicated IT support, ongoing maintenance.
What problems is the product solving and how is that benefiting you?
Taking in and managing service cases of our farmers.
Streamlined and Fast User Experience
What do you like best about the product?
It seems very streamlined and fast for users
What do you dislike about the product?
I do not have anything at the moment I do not like
What problems is the product solving and how is that benefiting you?
No problem but more efficient
Easy to Learn, but Lacks Customization Options
What do you like best about the product?
How it’s easy to learn and use and easy to train others on
What do you dislike about the product?
How it’s not customizable all of the time
What problems is the product solving and how is that benefiting you?
This CRM is used by all of our users and helps us manage different user types and their access levels.
Powerful Tool with a Steep Learning Curve
What do you like best about the product?
I love the ability to build fast using Salesforce Service Cloud without needing to deal with complex infrastructure or middleware layers. The Omnistudio UI significantly enhances my productivity, streamlining the building of survey forms. I find it particularly valuable that I can focus solely on the Salesforce product, which simplifies my processes.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud quite difficult due to a technical knowledge gap. It requires a deep understanding of technical aspects, making it challenging for someone without extensive technical expertise.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to build survey forms quickly and effectively, allowing me to focus on essential tasks without managing complex infrastructure or middleware layers.
Helpful Support, but Reporting Could Be Improved
What do you like best about the product?
It is very helpful and agent was to close the case asap and take necessary actions
What do you dislike about the product?
May be reporting needs to be improved more
What problems is the product solving and how is that benefiting you?
It is very helpful and agent was to close the case asap and take necessary actions
Has Everything I Need
What do you like best about the product?
It has everything I need and I can make ongoing adjustments to it
What do you dislike about the product?
There are something’s I don’t know I don’t know
What problems is the product solving and how is that benefiting you?
Making my work faster and ability to get more things done each day
Great Data Unification, But Outdated UX
What do you like best about the product?
Ease of unifying alll customer data at one spot
What do you dislike about the product?
UX seems outdated. Need a better interface for non technical teams fo take action.
What problems is the product solving and how is that benefiting you?
It helps provide a 360 view of the customer
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