Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Great Customization and User-Friendly Experience
What do you like best about the product?
Customization possibilities and user friendliness.
What do you dislike about the product?
I can't remember any downsize at this point. I like it.
What problems is the product solving and how is that benefiting you?
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Centralized Customer Support and Powerful Automation, with a Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud:
What I appreciate most about Salesforce Service Cloud is its ability to bring all customer interactions into one centralized platform. It provides a 360-degree view of every customer, which makes it much easier for our team to deliver fast, personalized support. The automation tools—like case routing, macros, and AI-powered recommendations—save us a tremendous amount of time and help us focus on high-value tasks. I also love how customizable the dashboards and reports are; they make it simple to track KPIs and identify areas for improvement.
What I appreciate most about Salesforce Service Cloud is its ability to bring all customer interactions into one centralized platform. It provides a 360-degree view of every customer, which makes it much easier for our team to deliver fast, personalized support. The automation tools—like case routing, macros, and AI-powered recommendations—save us a tremendous amount of time and help us focus on high-value tasks. I also love how customizable the dashboards and reports are; they make it simple to track KPIs and identify areas for improvement.
What do you dislike about the product?
There’s a bit of a learning curve at first, especially for new users who aren’t familiar with the Salesforce ecosystem. Some of the customization options can be complex without admin support, and certain configurations require technical expertise. However, once the system is set up properly, it runs smoothly and the benefits far outweigh the initial setup challenges.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us overcome several key challenges in our customer service operations. Previously, our support team managed inquiries across multiple systems, which made it difficult to track cases and provide consistent follow-up.
Super Versatile and Customizable with Great Organization-Wide Access
What do you like best about the product?
Super versatile, great customization options, access and visibility for entire org
What do you dislike about the product?
Nothing really! Any time we have run into issues, salesforce help has been right on it!
What problems is the product solving and how is that benefiting you?
Gives our customer support team a place to track cases anc allows admin to automate redundant tasks for efficiency
Great Unified Customer View, but Add-On Costs Add Up
What do you like best about the product?
360° Customer View (All Info in One Place)
Service Cloud brings together all customer data — cases, past interactions, orders, and assets — in a single screen.
• Agents instantly see the full history and context.
• You can resolve issues faster without switching between tools.
Service Cloud brings together all customer data — cases, past interactions, orders, and assets — in a single screen.
• Agents instantly see the full history and context.
• You can resolve issues faster without switching between tools.
What do you dislike about the product?
Cost of Add-Ons
While the core platform is strong, many advanced features — like Digital Engagement, Einstein AI, or Field Service — come as separate paid add-ons.
• Increases total cost of ownership.
• Smaller or mid-sized teams may not be able to afford full functionality.
While the core platform is strong, many advanced features — like Digital Engagement, Einstein AI, or Field Service — come as separate paid add-ons.
• Increases total cost of ownership.
• Smaller or mid-sized teams may not be able to afford full functionality.
What problems is the product solving and how is that benefiting you?
Problem: Scattered Customer Information
Before Service Cloud, customer details, cases, and communications often live in multiple tools (email, spreadsheets, chat logs).
That slows down response time and makes it hard to see the full picture.
• Brings all customer data — cases, contact info, product history, and past interactions — into one console
Before Service Cloud, customer details, cases, and communications often live in multiple tools (email, spreadsheets, chat logs).
That slows down response time and makes it hard to see the full picture.
• Brings all customer data — cases, contact info, product history, and past interactions — into one console
Efficient Omnichannel Support with Powerful Tools, but Complex Setup
What do you like best about the product?
Salesforce Service Cloud gives our support teams a unified workspace to manage customer inquiries, automate workflows, and deliver faster resolutions. The omnichannel support—integrating cases from email, chat, and web—saves time and ensures consistent customer experiences. Its reporting and dashboards make tracking SLAs and team productivity effortless.
What do you dislike about the product?
Some advanced configurations and automation rules can get complex without admin expertise. The UI occasionally feels heavy when handling large data volumes, but overall performance is solid once optimized.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to centralize customer communication, reduce manual case handling, and gain better visibility into service metrics. It’s helped us automate case routing and escalations, cutting our response time by nearly 40%. The integration with Salesforce CRM and other business units like AdSales and Circulation allows seamless collaboration between support and operations teams.
Flexible and Adaptable, but Room for Improvement
What do you like best about the product?
Flexible in that many different tools can be combined
What do you dislike about the product?
It can be somewhat clunky and feel disconnected
What problems is the product solving and how is that benefiting you?
Giving a chat function where I can route to support
Impressive Ease of Use, but Pricing Model Could Improv Nojus
What do you like best about the product?
Its ease of use is impressive, making it very convenient to handle a lot of tasks.
What do you dislike about the product?
Nothing in it works amazingly, but the pricing models could be improved.
What problems is the product solving and how is that benefiting you?
Cases
Great Unified Platform for Customer Management, but Pricey
What do you like best about the product?
It provide a unified platform to manage customer interactions across all channels, which helps automate repetitive tasks, improve agent productivity, and personalize customer experiences.
What do you dislike about the product?
Price could be on the high side unless you could justify price
What problems is the product solving and how is that benefiting you?
Customer support has become more automated.
Streamlines Service with AI, Needs Improved Case Management
What do you like best about the product?
I love how Salesforce Service Cloud allows us to unify our customer relations and finance teams into a single case resolution solution, which cuts down on costly communication time across departments. The upcoming implementation of omnichannel automated case routing with Five9 telephony integration excites me, as it promises enhanced efficiency. I am also impressed by the streamlined service resolutions and the new artificial intelligence capabilities, which inspire me to not only continue using the platform but also consider reconfiguring it for even better performance.
What do you dislike about the product?
I find the initial setup challenging due to the complexity of our implementation, which involves multiple case types, approvals, and assignment rules. Additionally, managing case assignments and approvals is somewhat cumbersome and difficult. I would appreciate a more streamlined, AI-enabled process for setting these up.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to unify customer relations and finance teams, reducing communication time and improving efficiency.
Great Case Management Config, but Beware of Overbuilding
What do you like best about the product?
Case management configuration ability through clicks not code.
What do you dislike about the product?
A little too easy to overbuild functionality, creating tech debt.
What problems is the product solving and how is that benefiting you?
Helping our customers quickly!
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