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.
Comprehensive Customer Support with a 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 a single, intelligent platform. It allows agents to view a complete 360° view of the customer — from past interactions to current cases — which helps deliver faster and more personalized service.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and flexible platform, one challenge is that its complexity can be overwhelming — especially during initial setup or when customizing processes.
What problems is the product solving and how is that benefiting you?
Disconnected customer data:
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Before Service Cloud, customer information was often spread across emails, spreadsheets, and tools. Service Cloud consolidates everything into a single platform, giving a 360° view of every customer — their cases, history, and preferences — which improves personalization and response time.
Great SLA Management with Milestones, but Lacks Flexibility
What do you like best about the product?
Service centro managememt. To review all agents
What do you dislike about the product?
Case sla management and approval processes are Hard to configure
What problems is the product solving and how is that benefiting you?
It handles all customer interacciones. We are abre to know our cliemt deepky
Dependable Service Desk with Easy Setup
What do you like best about the product?
I find setting up Salesforce Service Cloud easy with the help of Trailheads. I appreciate the chat feature, along with channels and routing, which are very useful. Additionally, the integration with Salesforce Sales Cloud and Jira enhances our work efficiency.
What do you dislike about the product?
I wish the agent bots could be improved to enhance their performance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to manage learner complaints, benefiting from its chat, channels, and routing features for efficient issue handling, which enhances our team's responsiveness.
Great Email to Case Feature, But Some Drawbacks
What do you like best about the product?
Email 2 case is very great for communication
What do you dislike about the product?
Its very expensive and not many people in my ecosystem use it
What problems is the product solving and how is that benefiting you?
Connecting with customers for logistics processes
Driving Service Efficiency with Salesforce Service Cloud: Insights from IT Leadership
What do you like best about the product?
1. I appreciate how Service Cloud gives our teams a unified view of customer and partner issues—it helps us respond faster and with greater context.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
2. The built-in automation and knowledge-sharing features make a real difference in driving consistency and improving the overall service experience.
What do you dislike about the product?
Small process change requires significant config changes with too much of admin intervention. This typically slows down the turn around to improve a process.
What problems is the product solving and how is that benefiting you?
Three areas of map t with the service cloud: —Unified Customer View: Brings all customer and partner interactions into one place, improving visibility and response time.
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
- Streamlined Case Management: Automates routing, prioritization, and resolution to boost service efficiency and consistency.
- Actionable Insights: Provides real-time dashboards and metrics to monitor performance, SLAs, and customer satisfaction
Robust Case Management and Powerful Integration Features
What do you like best about the product?
Powerful integration. One of its key strengths lies in its robust case management capabilities, allowing teams to track, escalate, and resolve issues effectively through features like SLAs, milestones, and automated case routing via Omni-Channel.
What do you dislike about the product?
The user interface, while powerful, can feel cluttered and overwhelming for new agents, often requiring multiple clicks to complete simple actions unless well-customized. The initial setup and configuration can be complex and time-consuming
What problems is the product solving and how is that benefiting you?
It helps with integrating data at one place
Great for Case Tracking, But Lacks Feedback Mechanism
What do you like best about the product?
Service cloud helps us track the user cases and provide the support we need
What do you dislike about the product?
I like most of the things about service vloud except that it does not provide the feedback mechanism
What problems is the product solving and how is that benefiting you?
Case amnagement
Unified Customer Service Across Channels with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud has several strong points, but what stands out most — and what many professionals appreciate — is its ability to unify customer service across multiple channels into a single, smart platform.
What do you dislike about the product?
Licensing fees can be expensive, especially for small or mid-sized businesses.
• Add-ons (like Einstein AI, Field Service, or extra API calls) can quickly push costs up
• Add-ons (like Einstein AI, Field Service, or extra API calls) can quickly push costs up
What problems is the product solving and how is that benefiting you?
Multiple problems were addressed in our org.
Service Cloud: Boosted Support Efficiency, But Reporting Needs Improvement
What do you like best about the product?
“Service Cloud transformed our support operations. Our case resolution time dropped by 30%, and customer satisfaction has gone up consistently. Highly flexible, AI-driven, and perfect for multichannel support. A must-have for any growing service team!”
What do you dislike about the product?
• Reporting is Powerful but Not Intuitive — Building custom dashboards often requires admin-level knowledge; business users struggle without assistance.
What problems is the product solving and how is that benefiting you?
• Centralized Case Management
All customer issues from email, chat, phone, web, and social channels come into one unified console — eliminating the need for multiple tools.
• Faster Resolution Through Automation
Features like Assignment Rules, Macros, and Workflow Automation reduce manual effort and ensure cases are routed to the right agent instantly.
• Improved First-Contact Resolution with Knowledge Base
Agents can quickly find approved answers, leading to consistent and accurate
All customer issues from email, chat, phone, web, and social channels come into one unified console — eliminating the need for multiple tools.
• Faster Resolution Through Automation
Features like Assignment Rules, Macros, and Workflow Automation reduce manual effort and ensure cases are routed to the right agent instantly.
• Improved First-Contact Resolution with Knowledge Base
Agents can quickly find approved answers, leading to consistent and accurate
Great for Omni-Channel and Scalability, but Integrations Can Be Complex
What do you like best about the product?
Omni channel journey mgt, scalable and can support large volunns
What do you dislike about the product?
Can get for complicated integrations with core systems
What problems is the product solving and how is that benefiting you?
Support / helpdesk
showing 361 - 370