Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Excellent Customer Service and Call Center Features
What do you like best about the product?
Customer service and call center functionality
What do you dislike about the product?
None as of now, I am happy with what I get
What problems is the product solving and how is that benefiting you?
It helps in resolving many issues
Great Platform for Running Your Business Daily
What do you like best about the product?
How you can run your businesses on the platform.
What do you dislike about the product?
I’m not sure as it is a tool I use day to day. It part of my job function.
What problems is the product solving and how is that benefiting you?
Help me provide service to my customers.
Great Omnichannel Features, But Pricey
What do you like best about the product?
The thinks about Omni channel and anger the usability
What do you dislike about the product?
A don’t like too much the scalable rules
What problems is the product solving and how is that benefiting you?
Agility about routing cases
Efficient Student Data Management, but Costly for Growth
What do you like best about the product?
I love that Salesforce Service Cloud helps us track and maintain student data efficiently from their first year through to alumni. The implementation process was easy, with excellent support from the service cloud agent. I appreciate the system's efficiency and how it enhances time management.
What do you dislike about the product?
I find the data storage limitations somewhat frustrating, particularly regarding the cost associated with obtaining additional storage as the business grows. This can be quite expensive, especially for organizations that are not nonprofits or those funded through public sectors and government sectors.
What problems is the product solving and how is that benefiting you?
I use the Service Cloud to store and secure university student data, ensuring seamless access to essential resources and efficient resolution tracking. It has improved data management and student interactions, making operations more efficient and user-friendly.
Streamlined Customer Support with Deep Insights but Complex Setup
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralize all customer interactions across multiple channels—email, chat, phone, and social—in one place. The unified console allows service agents to quickly access case histories, related knowledge articles, and past interactions, which dramatically improves response accuracy and resolution speed. Features like macros, automation rules, and Einstein AI recommendations reduce repetitive tasks and help prioritize urgent cases efficiently. Real-time dashboards and reports provide managers with deep insights into team performance and customer satisfaction trends. Overall, Service Cloud enables a seamless, data-driven customer support experience that enhances both agent productivity and customer trust.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its steep learning curve and complex setup process, especially for organizations without dedicated administrators. Configuring workflows, omni-channel routing, and custom reports often requires specialized knowledge, which can delay full adoption. The interface can also feel cluttered when too many components or custom fields are added, potentially confusing new agents. Integration with external systems is powerful but sometimes demands additional middleware or developer support. Lastly, licensing and feature-based add-ons can raise overall costs quickly, making it less accessible for smaller support teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves major challenges in managing fragmented customer inquiries and inconsistent support quality across channels. Before its adoption, our team handled emails, calls, and chat messages separately, leading to duplicated efforts and missed follow-ups. With Service Cloud, all interactions are centralized into one console, providing a full 360-degree view of each customer. Automated case routing ensures that issues reach the right agent quickly, while macros and templates reduce repetitive responses. The built-in Knowledge Base empowers agents to share accurate solutions instantly, improving first-contact resolution rates. Dashboards and AI-driven insights also help managers identify bottlenecks and track customer satisfaction in real time. As a result, response time and service consistency have both improved significantly.
Innovative Services, but Pricing Complexity and High Entry Barrier
What do you like best about the product?
The pace of Agentforce innovation for services
What do you dislike about the product?
Agentforce pricing complexity and high entry barrier
What problems is the product solving and how is that benefiting you?
Customer support
Agentforce 360 Automates Well but Comes at a High Cost
What do you like best about the product?
Agentforce 360 solve most automations like this
What do you dislike about the product?
Agentforce cost is higher so companies not willing to effort
What problems is the product solving and how is that benefiting you?
Case management
Comprehensive Case Management with CTI Integration—No Complaints So Far
What do you like best about the product?
This is a comprehensive end-to-end case management solution, featuring CTI integration and access to knowledge artifacts.
What do you dislike about the product?
I find it frustrating that Service Cloud’s licensing and add-on structure can become both costly and confusing when trying to scale for large enterprises that operate across multiple service channels.
What problems is the product solving and how is that benefiting you?
At my current company, we utilize case management to support our internal workflow processes.
Great 360 Client View, but Sales Cloud Feels Too Similar
What do you like best about the product?
The highlight for me is the 360-degree view of the client.
What do you dislike about the product?
I believe that Sales Cloud products are quite similar, with only a few minor differences in their features.
What problems is the product solving and how is that benefiting you?
The main aspect is the SLA for response.
Efficient Case Management, but Interface Can Be Cluttered
What do you like best about the product?
I appreciate how Service Cloud centralizes customer interactions, making it easy to track cases and ensure quick, consistent support.
What do you dislike about the product?
The interface can feel cluttered at times, especially when managing multiple cases or switching between tabs.
What problems is the product solving and how is that benefiting you?
It ensures no request slips through the cracks — every inquiry is logged, prioritized, and routed to the right person, improving response times and user satisfaction.
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