Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Omnichannel Experience, but Pricey with Add-Ons
What do you like best about the product?
The isnthe posibioity of contact onmicanalmente with ol my clienta with the same experience
What do you dislike about the product?
Maybe the price and his addons, its a little expensive
What problems is the product solving and how is that benefiting you?
Client standarized contactability
Amazing product
What do you like best about the product?
In today's market, customer service is no longer a department; it's a competitive differentiator. That’s why Salesforce Service Cloud remains the industry benchmark. What Service Cloud primarily offers is a singular, unified platform—the Lightning Service Console—designed to turn your agents into superheroes.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
Instead of hunting through five different systems, the Console gives every agent a full 360-degree view of the customer: their purchase history, previous cases, preferences, and service level agreements (SLAs), all on one screen. This is the core promise: personalized, efficient service, every single time. If your current service is scattered across email inboxes and spreadsheets, Service Cloud is the solution designed to consolidate and scale.
What do you dislike about the product?
The primary frustration points with Service Cloud revolve around its steep complexity and high total cost of ownership. While the platform's ability to customize is a huge benefit, it necessitates significant investment in specialized administrative talent or consulting partners for proper configuration and maintenance. This cost escalates quickly, as many powerful features essential for scaling—such as advanced analytics, Field Service Lightning, or the full suite of Einstein AI—are locked behind premium editions or require purchasing expensive add-ons, making it a prohibitive financial commitment for small-to-midsize businesses
What problems is the product solving and how is that benefiting you?
Better incident management
Great Features and SLA Queue Survey, but Data Automation Needs Simplification
What do you like best about the product?
The complete function with sla queue survey
What do you dislike about the product?
The fact that the data automation is with lot config
What problems is the product solving and how is that benefiting you?
The demand management from the customere
Easy to Use and Quick to Update, but Customization Can Be Limited
What do you like best about the product?
Ease of use and quickly spinning up any changes
What do you dislike about the product?
Sometimes certain types of business use cases require bit of customization
What problems is the product solving and how is that benefiting you?
We use it for managing critical incidents happening at our clubs
Easy Workflow Navigation, No Complaints So Far
What do you like best about the product?
easy solution to navigate thru workflows
What do you dislike about the product?
at this point there is nothing negative that I could provide
What problems is the product solving and how is that benefiting you?
We use it to build enterprise reports. Service Cloud is helping us increase the number of reports we generate.
Flexible Service Model, but Limited Customization for Email-to-Case Logic
What do you like best about the product?
I love the flexibility to build out a service model that fits our business needs.
What do you dislike about the product?
At times, I have encountered certain limitations that appear to lack customization options. For instance, I wish there were a way to further modify the logic behind email-to-case functionality. I have experienced situations where someone uses 'reply all' and attempts to open a new case, but instead, the message is appended to the existing case, causing the request to be overlooked.
What problems is the product solving and how is that benefiting you?
We wanted a way to internally track cases within Salesforce, instead of it being desynchronized with Service now.
Great for Success, But Interface Needs Improvement for Non-Technical Users
What do you like best about the product?
I really appreciate how it sets users up for success.
What do you dislike about the product?
This software can be confusing for those who aren't technically inclined, and it would benefit from a more user-friendly interface.
What problems is the product solving and how is that benefiting you?
Escalation of cases help us streamline a process
Great Out-of-the-Box Features, but Some Are Hard to Discover
What do you like best about the product?
There is a lot of functionality out of the box to get going without much setup.
What do you dislike about the product?
Some of the features are obscure and require a lot of reading to figure out.
What problems is the product solving and how is that benefiting you?
Helps my customers get faster responses from my team
Great for Customer Data, but Configuration Can Be Clunky
What do you like best about the product?
Makes keeping my customer data up front with the rest of my crm
What do you dislike about the product?
Feels a bit clunky to configure, especially when configuring multiple service desks
What problems is the product solving and how is that benefiting you?
It helps us give support access right inside of the experience cloud
No Complaints
What do you like best about the product?
Extremely easy to use and develop. I enjoy it
What do you dislike about the product?
Nothing... I look forward to it getting even better
What problems is the product solving and how is that benefiting you?
Handling internal customers
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