I am not a user, partner, reseller, or implementer as we implemented it ourselves.
We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.
Agentforce Service
Salesforce, Inc.External reviews
6,991 reviews
from
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External reviews are not included in the AWS star rating for the product.
A Reliable Platform for Managing Customer Support Work
What do you like best about the product?
What I like most about Salesforce Service Cloud is how smoothly it brings customer information, cases, and communication into one place. It helps me respond faster and stay organized without jumping between different tools. The automation and workflow features also save a lot of time, especially when handling repeated tasks or follow-ups.
What do you dislike about the product?
1. Some features feel more complicated than they need to be, especially for new users.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
2. The interface can feel a bit heavy when switching between different modules.
3. Customizations are powerful, but they often require admin help instead of simple user-level tweaks.
4. Costs can add up as you scale or add extra functionality.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps me bring all customer conversations into one place, so I don’t waste time switching between tools. It’s easier to track issues, respond faster, and make sure nothing slips through the cracks. The automation also reduces repetitive work, which helps me stay focused on customers who need real support. Overall, it makes my daily workflow a lot smoother and more organized.
Great Experience From Beginning to End
What do you like best about the product?
I love how Salesforce keeps all my cases and tasks in one spot, so I’m not bouncing around trying to remember who needs what. It’s smooth for tracking updates, checking history, and staying on top of deadlines, which makes my day a lot easier and keeps everything organized.
What do you dislike about the product?
What I don’t love is that sometimes the system feels a little slow or overly complicated, like it takes way more clicks than it should to do simple things. Some screens are crowded, and it can be easy to miss details if you’re moving fast, so it could definitely be more user-friendly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps cut down the confusion that comes with working across multiple teams. We can assign tasks to the right departments, track every update in one place, and keep everyone on the same page. It saves time, reduces miscommunication, and makes it easier for me to move cases forward without chasing down information.
Centralized Support and Seamless Omnichannel Experience
What do you like best about the product?
Salesforce Service Cloud is often praised for its ability to centralize customer support operations and make service teams more efficient. Its best feature is the unified console, which brings cases, customer history, and communication channels together so agents have everything they need in one place. The platform’s automation tools like workflows, macros, and AI-powered routing help reduce manual work and speed up response times. Another major upside is its omnichannel capability, allowing teams to manage phone, email, chat, social media, and self-service interactions seamlessly. Combined with strong reporting, customizable dashboards, and integration with other Salesforce products, Service Cloud provides a scalable and highly flexible solution for improving customer satisfaction and operational efficiency.
What do you dislike about the product?
Many people say that the biggest downside of Salesforce Service Cloud is that it can feel overwhelming at first. There’s a lot to learn, and getting everything set up the way you want often requires someone who really knows the system. It can also get expensive once you start adding more features or licenses. Some users feel the interface can be a bit busy, and performance may slow down if the system is heavily customized or handling large amounts of data. Overall, it’s powerful, but it can take time, money, and the right expertise to make the most of it.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps consolidate all our customer support interactions into one place, which makes it much easier to track cases, respond quickly, and maintain consistency across channels. It solves problems like scattered communication, slow response times, and limited visibility into customer history. With automation, workflows, and AI-driven suggestions, our team spends less time on repetitive tasks and more time helping customers. The platform also gives us strong reporting and insights, so we can spot trends, improve processes, and make better decisions. Overall, it has helped us deliver faster, more organized, and more personalized support.
Resolved Cases Faster Than Ever
What do you like best about the product?
It really helped us resolve cases quicker.
What do you dislike about the product?
It could be less expensive, there are competitors cheaper.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us resolve cases that could have lingered if we used other software.
Effortless Email and Meeting Integration with Salesforce
What do you like best about the product?
I like the ease of linking emails and meetings to salesforce through the cloud.
What do you dislike about the product?
There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force.
What problems is the product solving and how is that benefiting you?
Whenever I encounter issues or challenges, it offers helpful guidance.
Outstanding Case Management That Simplifies Customer Issue Tracking
What do you like best about the product?
Its case management feature is the best as it automatically captures and tracks customer issues.
What do you dislike about the product?
high licensing cost. It is much pricier than competition.
What problems is the product solving and how is that benefiting you?
It allows our customers to view their cases, ask questions and find answers on demand. That's the biggest use case for us.
Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs
What do you like best about the product?
Fast, efficient system that streamlines processes
What do you dislike about the product?
Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time.
What problems is the product solving and how is that benefiting you?
Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end.
Has required extensive training and offers limited benefits beyond basic integration
What is our primary use case?
What is most valuable?
I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud, such as Einstein Bots or Knowledge Base, or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.
The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce. We were instructed to use it; it was not our natural choice. It was something the company stated to use.
The main benefit is having it integrated with the core Salesforce.
What needs improvement?
I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.
For how long have I used the solution?
I have been working with Salesforce Service Cloud for about 1.5 years.
How are customer service and support?
I have not contacted technical support for any challenges myself.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
How was the initial setup?
The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.
What about the implementation team?
I purchased it directly from Salesforce, not through AWS Marketplace or another source.
What's my experience with pricing, setup cost, and licensing?
I do not have any knowledge of the cost regarding Salesforce Service Cloud.
Which other solutions did I evaluate?
When comparing Salesforce Service Cloud, I do not think it has any benefits.
I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.
What other advice do I have?
I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRM. On a scale of one to five, I rate Salesforce Service Cloud a four out of five.
Powerful Customer Service Platform with a Steep Learning Curve
What do you like best about the product?
bring together people, processes, and data in one intelligent platform
What do you dislike about the product?
complex configuration and dependency layers make simple changes time consuming
What problems is the product solving and how is that benefiting you?
streamline case management, automate workflows, and deliver faster, data driven customer support
Ideal for call center systems
What do you like best about the product?
Service Cloud is currently being used at our client's fiber optics installation center, and is the best system for managing that business.
What do you dislike about the product?
The downside is that it requires a lot of customization to be used in Japanese businesses.
What problems is the product solving and how is that benefiting you?
The challenge is the response after screen operation. A quick response is required to record the call history at the call center.
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