Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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External reviews are not included in the AWS star rating for the product.
Highly Customizable but Needs Some TLC
What do you like best about the product?
The standout feature of Service Cloud is its high level of customizability. It’s useful to create a fully tailored experience for each service team, adapting the platform to their specific requirements, and much of this customization can be achieved using declarative tools. Additionally, configuring various channels such as web-to-case and email-to-case is fairly straightforward. Salesforce’s reporting and dashboard features, along with customizable Home pages, make it possible to track important metrics and share them with stakeholders and service team members.
What do you dislike about the product?
Knowledge and Service Cloud would benefit from updates to make the setup process feel more modern and user-friendly, particularly when configuring a self-service Experience Cloud site that incorporates Knowledge. Additional enhancements, such as improved HTML editor support for web-to-case forms, would also make setup more approachable. Rather than dedicating most resources to the latest features, it would be great to see renewed attention on the core platform and longstanding idea exchange or known issue articles. Not everyone can invest in the newest agentic experiences, but we still want to provide the best possible solutions for our organizations.
What problems is the product solving and how is that benefiting you?
This tool allows both users and customers to submit help or service requests, enabling us to monitor the progress of internal and external requests alike. It also helps us distribute responsibilities more effectively within our team.
Great Multichannel Support and Automation, but Data Presentation Needs Improvement
What do you like best about the product?
What I appreciate most is how it enables us to assist our customers across a wide range of channels without any disruption, while keeping everything organized in a single location. The automation features are especially valuable, as they help us spot trends and take action accordingly.
What do you dislike about the product?
A customer case involves a significant amount of data coming from various sources and objects, which makes it challenging to present all that information to the representative in a clear and efficient manner.
What problems is the product solving and how is that benefiting you?
Omnichannel support was something we lacked before implementing Salesforce Service Cloud. Now, we can assist our customers across all these channels, and we’re also able to identify trends in their case history data. This allows us to automatically initiate retention efforts whenever we notice warning signs.
Powerful and Versatile Tool with No Downsides
What do you like best about the product?
I like how it can be a complex tool but extremely powerful and we use it.
What do you dislike about the product?
Nothing that I can think of at this point.
What problems is the product solving and how is that benefiting you?
It solves our case management issues and multi use.
Great for SLA Management, but A/B Testing Needs Improvement
What do you like best about the product?
I appreciate how this tool allows me to automate my service processes and manage SLAs effectively. It gives me confidence that no customer will be overlooked.
What do you dislike about the product?
Conducting pilot programs or A/B testing various processes requires a significant amount of effort.
What problems is the product solving and how is that benefiting you?
We use Service Cloud alongside Field Service to make sure our customers receive the level of quality they expect. Many of the large municipalities and enterprises we work with have unique service requirements that we must keep in mind and fulfill.
Efficient Agent Tools and Fast Automation, but Pricey and Sometimes Laggy
What do you like best about the product?
Streamlined agent workflows and tools, Fast case resolution with automation
What do you dislike about the product?
Occasional lags with large case volumes, High cost for advanced features
What problems is the product solving and how is that benefiting you?
Speeds up case handling and resolution
Optimize Flows, Improve Customer Experience
What do you like best about the product?
I like that Salesforce Service Cloud allows a continuous flow for ticket management and automatically diverts them to the corresponding areas. This automation improves the call center operation and significantly reduces customer wait times, ultimately enhancing their experience.
What do you dislike about the product?
Sometimes, the main ticket screen requests too much information that customers might not have available at the moment.
What problems is the product solving and how is that benefiting you?
I use the product to improve the operation of the call center, enhance the entry of claims and management, and reduce customer wait times, which also ensures that tickets automatically reach the corresponding areas.
Great for Centralized Customer Management, but Developer Tools Need Improvement
What do you like best about the product?
A place where customer information can be centrally managed, such as through Case
What do you dislike about the product?
The Apex Editor and Developer Console are difficult to use.
What problems is the product solving and how is that benefiting you?
It allows for quick management and analysis of customer interaction histories.
Great Case Tracking and Email Integration, but Customization Can Be Tricky
What do you like best about the product?
Being able to track all cases in a single system, along with the email-to-case functionality, has been very useful.
What do you dislike about the product?
At times, it can be challenging to customize.
What problems is the product solving and how is that benefiting you?
We support 3,000 users, and Service Cloud enables us to monitor the cases our customers create.
Powerful Customer Support with Great Features, but Complex Setup and High Costs
What do you like best about the product?
I really appreciate how Salesforce Service Cloud brings all customer interactions into one place. The 360° customer view makes it easy to see past conversations, cases, and account details, which helps deliver faster and more personalized support. I also like the omnichannel routing — it automatically sends cases from email, chat, and phone to the right agents, so nothing gets missed. The built-in AI tools (like Einstein) and automation features save a lot of time on repetitive tasks.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it can be complex to set up and customize. Many features require advanced configuration or admin support, which can slow down adoption for new users. The interface can feel overwhelming at first, especially for agents who only need a few core tools. Some processes take multiple clicks to complete, and performance can lag when working with large data sets. Licensing and add-on costs also add up quickly, so it’s not always the most budget-friendly option for smaller teams.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes all our customer interactions across email, chat, and phone into one platform. It’s helped us track cases more efficiently, respond faster, and deliver a consistent experience. Automation and AI features reduce manual tasks, so our agents can focus on higher-value issues. Overall, it’s improved team productivity and customer satisfaction.
Comprehensive Case View Saves Time, but Configuration Can Be Complex
What do you like best about the product?
Salesforce Service Cloud provides an internal portal that allows for service reps to see a full view of the case along with additional helpful resources all in one screen, saving reps a ton of time.
What do you dislike about the product?
I dislike that it can be very complex to configure and to locate essential settings that are needed to make service reps lives easier.
What problems is the product solving and how is that benefiting you?
It helped to be the internal platform for assisting customer's and end users issues.
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