Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Seamless User Experience, but Slow Loading Times
What do you like best about the product?
What stands out to me is the user experience—it's incredibly seamless and easy to use.
What do you dislike about the product?
It does take a lot of time to load in some cases
What problems is the product solving and how is that benefiting you?
Efficient customer support
Challenging Onboarding, but Efficient Once Mastered
What do you like best about the product?
I appreciate that Salesforce Service Cloud allows us to efficiently transition from WhatsApp promotional messages to direct client interactions through human agents. Having all the information for our agents readily available in one place significantly enhances our operational efficiency. The automation features have streamlined previously manual processes, resulting in improved problem-solving capabilities for our clients.
What do you dislike about the product?
The onboarding process and learning how to use Salesforce Service Cloud initially is really tough.
What problems is the product solving and how is that benefiting you?
I find the product automates customer interactions, facilitating seamless communication between agents and clients, and consolidates information for efficiency.
Great Omni-Channel Support, but Case Feed Limitations Frustrate
What do you like best about the product?
Omni-channel support, case management, email-to-case functionality, and Cases on Experience Cloud are all features I appreciate.
What do you dislike about the product?
The case feed has a limitation on the number of characters, as well as restrictions on code and special characters.
What problems is the product solving and how is that benefiting you?
The platform offers features such as case assignment and routing, as well as reporting on important metrics. It also supports chat management, handles inbound emails, and addresses questions related to Experience Cloud.
Seamless Integration with Other Apps—No Complaints
What do you like best about the product?
Seem less integration with other apps with service cloud
What do you dislike about the product?
I don’t have anything that I dislike about service cloud
What problems is the product solving and how is that benefiting you?
Faster Incident and change tickets
Great App Exchange Features, But Too Dependent on Salesforce Objects
What do you like best about the product?
The enhancements in capabilities offered through the app exchange and workflows are notable.
What do you dislike about the product?
The reliance on Salesforce objects, as opposed to utilizing an API, stands out to me. This dependency can sometimes limit flexibility, especially when compared to the broader integration possibilities that APIs offer.
What problems is the product solving and how is that benefiting you?
Call center for hospitality
Powerful Features for Customer Service, but Needs Better Sync and Usability
What do you like best about the product?
Very robust features that empower businesses to deliver exceptional customer service.
What do you dislike about the product?
The views and features can be improved. Syncing issues persists from time to time.
What problems is the product solving and how is that benefiting you?
Capture productivity and tracking daily volumes.
Seamless Sales Cloud Integration and Impressive Live Transcription
What do you like best about the product?
Seamless integration with sales cloud. I am a fan of the live transcription feature
What do you dislike about the product?
I don’t have complaints about it. I mostly see opportunity to enrich it with more agentic capabilities
What problems is the product solving and how is that benefiting you?
We are piloting it for sales
Intuitive Platform That Simplifies Case Submission
What do you like best about the product?
It’s intuitive and allows our staff to easily submit cases and address core issues
What do you dislike about the product?
There are not many things I don’t like about it
What problems is the product solving and how is that benefiting you?
Case resolution
Easy to Use for Staff, But Reporting Needs Improvement
What do you like best about the product?
Ease of use for our company and it is easy for our counselors
What do you dislike about the product?
Unable to adjust data quickly. Would like better ways of reporting
What problems is the product solving and how is that benefiting you?
Ability to get answers quickly
Powerful 360° Customer View and Automation, but Complex Setup in Service Cloud
What do you like best about the product?
I like that Service Cloud gives a 360-degree view of the customer and streamlines support through automation, AI, and seamless integration across channels. It helps deliver faster, smarter, and more personalized service.
What do you dislike about the product?
Service Cloud is powerful but can be complex to configure and maintain. It requires thoughtful setup, user training, and governance — but once optimized, it delivers tremendous value in service efficiency and customer experience.
What problems is the product solving and how is that benefiting you?
Service Cloud solves the problem of disconnected service systems by centralizing all customer interactions and automating key workflows. It helps agents resolve issues faster, increases visibility, and enhances customer satisfaction.
showing 331 - 340