Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Powerful Omnichannel Features, but Complex Setup and High Costs
What do you like best about the product?
Service cloud Omnichannel, entitlements etc
What do you dislike about the product?
Service Cloud can feel complex to set up and customize, especially for smaller teams. Its interface can be cluttered, and frequent updates sometimes disrupt workflows. Licensing costs are high, and integration with non-Salesforce tools often needs extra configuration. Reporting flexibility is limited without advanced customization or developer support.
What problems is the product solving and how is that benefiting you?
Increased customer satisfaction
Great Out-of-the-Box Features, but AI Setup Needs Improvement
What do you like best about the product?
Case is awesome. So much ootb features. Making it easy to implement
What do you dislike about the product?
Some of the newer features especially AI related is hard to setup
What problems is the product solving and how is that benefiting you?
California osha supprt
Need to be accessible not only to sales team but other departments as well
What do you like best about the product?
Ease of use, visibility within the same system as our sales cloud
What do you dislike about the product?
There are other tools that different orgs use and it can be hard tracking within multiple departments
What problems is the product solving and how is that benefiting you?
Great for intake within our sales team
Great All-in-One Help Desk, but Experience Cloud Needed for Customer Updates
What do you like best about the product?
It’s one stop shop for all my help desk needs like chat, knowledge and ticket management
What do you dislike about the product?
The need to add an experience cloud implementation in order to share progress to customers
What problems is the product solving and how is that benefiting you?
Helping us create better engagement with our customers and improve our brand NPS
Great Omnichannel Support
What do you like best about the product?
Seamless Omni channel support and knowledge
What do you dislike about the product?
Custom report types for knowldge related custom objects
Complex / unclear routing when multiple channels and skills
Complex / unclear routing when multiple channels and skills
What problems is the product solving and how is that benefiting you?
Automated case responses
Call center efficiency/ handling time
Call center efficiency/ handling time
Powerful Customization and Omni-Channel Features, but Messaging Integration Needs Work
What do you like best about the product?
Service Cloud, and Salesforce overall, offer a high degree of customization. The omni-channel routing feature has especially made a significant positive difference in our support team's efficiency. Additionally, Omni Supervisor and the capability to flag work for supervisor assistance or monitor an agent's work in real time have both contributed to improved overall handle times.
What do you dislike about the product?
Integrating Messaging In-App and on the Web, especially using the In-App SDK, was not straightforward. Our mobile engineers struggled to tailor the experience, which led to app-initiated messaging sessions sometimes behaving unpredictably.
What problems is the product solving and how is that benefiting you?
The self-service features of our help center Experience site have been incredibly valuable in lowering our overall case volume. Similarly, the Flow capabilities in Salesforce and Amazon Connect (for Service Cloud Voice) have played a significant role in prioritizing and strategically routing our customers to specialized teams. This has led to higher first-touch resolution rates and improved customer satisfaction.
Simple and Secure Experience
What do you like best about the product?
Simplicity and security of data. Would recommend it.
What do you dislike about the product?
Not entirely sure but I would prefer to defer to the IT.
What problems is the product solving and how is that benefiting you?
Creating a more streamlined system
Simple to Handle Cases, No Major Dislikes
What do you like best about the product?
Simplicity to handle cases and get metrics
What do you dislike about the product?
There should be more easy ways to integrate
What problems is the product solving and how is that benefiting you?
Let us handle most of our customer concerns and conplaints
Powerful Customer Support with Robust Automation, but Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it centralizes customer support into one intelligent ecosystem. It allows agents to have a 360° view of each customer — including cases, interactions, and related data — so service becomes faster and more personalized. I also appreciate the automation features like Omni-Channel Routing, Case Assignment Rules, and Flow that reduce manual work and improve response times. Combined with Einstein AI for next-best actions and knowledge recommendations, it really helps teams deliver proactive, efficient service.
What do you dislike about the product?
While Salesforce Service Cloud is extremely powerful, its complexity can be overwhelming at times. There are so many configuration options and dependencies — especially when combining automation (Flows, Omni-Channel, Case Routing, etc.) — that it often requires strong admin or developer oversight to maintain. Also, user adoption can be challenging without proper training because the interface has so many features visible at once.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has streamlined our customer support operations by consolidating all service requests, emails, and case activities into one unified system. It helps our team manage large volumes of inquiries efficiently, track SLAs, and ensure timely follow-ups. Automation through Flows and Omni-Channel routing reduces manual workload and improves response time. As a result, we’ve seen better visibility into case metrics, faster resolution times, and an overall improvement in customer satisfaction.
Effective Integration and Promising Potential in Pilot Phase
What do you like best about the product?
The integration with built-in services is effective, and I appreciate the openness to further opportunities for enterprise-wide applications .
What do you dislike about the product?
I am still in the process of figuring things out, as I am currently conducting a pilot experiment.
What problems is the product solving and how is that benefiting you?
The communication and outreach to members is effective and ensures that everyone stays informed and engaged.
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