Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Great Knowledge Management, No Complaints
What do you like best about the product?
Knowlege Mgmt and the new agent for services
What do you dislike about the product?
easier licensing model would help us admins to better address user concerns
What problems is the product solving and how is that benefiting you?
knowledge mgmt is now streamlined into one place
Great Unified Support, but High Costs for Smaller Teams
What do you like best about the product?
What I like most about Salesforce Service Cloud is that it unifies customer information and inquiries from all channels like phone, email, and chat. This allows agents to instantly understand the customer's situation and provide consistent, high-quality support quickly.
What do you dislike about the product?
The licensing fees are quite expensive, and the total cost of ownership often increases further due to expenses related to the initial setup, customization to fit particular business workflows, and the addition of extra features. For small and mid-sized companies or smaller teams, these costs can become a significant financial burden.
What problems is the product solving and how is that benefiting you?
The main issue lies in inefficiency and reduced productivity caused by manual processes. Agents often waste valuable time directing inquiries to the appropriate person and replying to each straightforward request one by one.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
The advantage is that it enhances team productivity. Automating the routing of inquiries and streamlining workflows, along with utilizing a shared knowledge base, enables agents to focus on more complex and valuable issues. As a result, each agent can manage a greater number of cases, which raises the team's overall performance.
Comprehensive Platform for Managing Customer Service
What do you like best about the product?
How it brings everything together in one place - cases, customer details, and communication channels. It makes it easier to track interactions, automate repetitive tasks, and manage service workflows efficiently.
What do you dislike about the product?
It can feel overly complex to manage. Configuration changes often have dependencies across multiple objects, flows, and permission sets, which makes impact analysis and troubleshooting challenging.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps centralize all customer interactions and case data in one system, allowing officers to handle inquiries from multiple channels efficiently. It also automates repetitive tasks through flows, improving turnaround time and consistency.
Efficient and Fast, but Pricey
What do you like best about the product?
Fast and speedy which make it super efficient.
What do you dislike about the product?
It is costly and price can be made more attractive.
What problems is the product solving and how is that benefiting you?
Customer feedback. Access to all the essential info for attending to customers.
Powerful Customization and AI, but Expensive and Complex to Master
What do you like best about the product?
This platform is powerful and offers a high level of customization for customer service management. I appreciate its case management automation features, as well as the robust AI integration it provides.
What do you dislike about the product?
The product is quite expensive and comes with a steep learning curve because of its complexity. In many cases, you may need an experienced administrator or consultant to achieve full optimization.
What problems is the product solving and how is that benefiting you?
One of the major advantages of this tool is its built-in AI features and automation for managing customer service. Routine tasks can be handled automatically, which is a significant benefit.
Efficient Case Management, but Expensive Licensing for Extras
What do you like best about the product?
Streamlined case creation, routing, and resolution processes
What do you dislike about the product?
High licensing costs, especially for additional features
What problems is the product solving and how is that benefiting you?
Customer data fragmentation is a significant challenge, as customer information is often scattered across multiple systems. By implementing a unified customer 360-degree view, agents gain access to a complete customer history, which helps reduce call resolution time. Inefficient case routing is another issue, with cases being manually assigned or poorly distributed. Automated case routing and skill-based assignment address this, resulting in faster response times and better first-call resolution rates. Knowledge management can also be problematic, as agents may struggle to quickly find accurate information. An integrated knowledge base with AI-powered suggestions helps reduce average handle time and improves the accuracy of answers provided. Channel silos, where customer interactions are disconnected across phone, email, chat, and social channels, can hinder the customer experience. An omnichannel platform with unified queues creates a seamless experience for customers and boosts agent productivity. Finally, manual processes and workflows can be time-consuming. By introducing automation rules, macros, and Einstein AI, agents are able to focus on more complex issues instead of repetitive tasks.
Effortless Setup, Powerful Case Management
What do you like best about the product?
I find the email to case functionality in Salesforce Service Cloud to be one of the best features. It allows seamless communication with clients while internally keeping track of time spent on tasks and providing historical context for past cases. The ease of use combined with customization options allows for flexibility and scalability, making it a reliable choice for case management. I appreciate its powerful out-of-the-box functionality, which made the initial setup straightforward.
What do you dislike about the product?
I find extending the email case functionality challenging, particularly in getting it set up to work properly with features like lightning threading tokens.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for case management, using features like email to case to streamline communication with clients and track case history, enhancing efficiency and client service.
Robust Support but Challenging Setup
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps us serve our customers better by sharing information through knowledge articles and live chat. This system is incredibly helpful in managing both internal and external cases, benefiting both sides of our business. Their support in overcoming setup challenges was invaluable.
What do you dislike about the product?
Setting up Salesforce Service Cloud presented numerous challenges. Recently, configuring the mail for Agent Force Voice involved significant complications. Despite these issues, I managed to make it work with Salesforce's help and support.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud enhances customer service by providing knowledge articles, live chat, and managing internal and external cases, improving our business operations.
Service Cloud can do just about anything
What do you like best about the product?
What I really like about Service Cloud is how flexible and powerful it is once you truly understand the platform.
As someone who works daily building automations and integrations for a global support team, I’ve seen how Service Cloud can adapt to almost any business process, from case routing and escalations to chat and in-app messaging.
The way everything connects — Cases, Omni-Channel Skill Based Routing, SLAs, gives support agents a complete view of the customer.
And as a developer, I appreciate how much you can extend it with Apex, Flows, and LWCs without losing control of scalability or maintainability.
It’s one of those tools where, with the right design, you can solve almost anything.
As someone who works daily building automations and integrations for a global support team, I’ve seen how Service Cloud can adapt to almost any business process, from case routing and escalations to chat and in-app messaging.
The way everything connects — Cases, Omni-Channel Skill Based Routing, SLAs, gives support agents a complete view of the customer.
And as a developer, I appreciate how much you can extend it with Apex, Flows, and LWCs without losing control of scalability or maintainability.
It’s one of those tools where, with the right design, you can solve almost anything.
What do you dislike about the product?
What I dislike is mostly related to complexity.
Troubleshooting automation conflicts or performance issues in a large-scale environment can be time-consuming.
Some older features still exhibit the “Classic vs. Lightning” gap, which can sometimes make the user experience feel inconsistent.
And finally, the licensing model can get expensive as you scale, especially when you need add-ons.
Troubleshooting automation conflicts or performance issues in a large-scale environment can be time-consuming.
Some older features still exhibit the “Classic vs. Lightning” gap, which can sometimes make the user experience feel inconsistent.
And finally, the licensing model can get expensive as you scale, especially when you need add-ons.
What problems is the product solving and how is that benefiting you?
Service Cloud has really changed the way our support team works day to day.
Everything - cases, chats, escalations, even internal handovers - now happens in one place, which makes collaboration so much easier.
Before, we had data spread across tools and people wasting time just figuring out who owned what. Now it’s all connected and visible.
From my side as a developer, it’s been rewarding to see how automation and integrations (like PagerDuty or GChat) actually make agents’ lives easier — not just add more complexity.
We’ve managed to reduce manual work, speed up response times, and give managers the visibility they always wanted.
It feels like we’re finally running support the way it should be - clear, fast, and connected.
Everything - cases, chats, escalations, even internal handovers - now happens in one place, which makes collaboration so much easier.
Before, we had data spread across tools and people wasting time just figuring out who owned what. Now it’s all connected and visible.
From my side as a developer, it’s been rewarding to see how automation and integrations (like PagerDuty or GChat) actually make agents’ lives easier — not just add more complexity.
We’ve managed to reduce manual work, speed up response times, and give managers the visibility they always wanted.
It feels like we’re finally running support the way it should be - clear, fast, and connected.
Efficient Case Management with Stellar Features
What do you like best about the product?
I love how Salesforce Service Cloud centralizes customer complaints, improving response efficiency and providing visibility on case resolution times. The detailed implementation handbook and helpful videos made setting up Salesforce straightforward. Web-to-case feature is fantastic, auto-logging customer interactions seamlessly into our system. Having comprehensive customer information readily accessible, especially on mobile, empowers our sales reps to engage confidently and effectively during customer visits.
What do you dislike about the product?
I am frustrated by the challenges faced trying to integrate Salesforce with Cisco, which has not been successful. Furthermore, I wish Salesforce Service Cloud offered better integration features, specifically the ability to integrate seamlessly with Microsoft Teams, as our entire company relies heavily on Teams for communication and collaboration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to centralize customer complaints, improve response times, and provide full visibility on case resolution, which enhances our customer interaction quality.
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