Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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External reviews are not included in the AWS star rating for the product.
Great Out-of-the-Box Features, but Automation and Record Locking Need Improvement
What do you like best about the product?
The product offers useful out-of-the-box features such as case assignment notifications and dashboards, and it also allows for customization.
What do you dislike about the product?
Certain automation features, such as the milestones, do not function as expected. Additionally, there are problems with record locking.
What problems is the product solving and how is that benefiting you?
We were able to customize the milestone functionality to fit our specific requirements.
Easy Setup and Configuration, but Some Salesforce Limitations
What do you like best about the product?
The ease of use and quick setup with a lot of out of the box configuration
What do you dislike about the product?
Salesforce limitations on certain items like entitlements not having an owner
What problems is the product solving and how is that benefiting you?
Service cloud is helping us improve our workflows and continuous enhancements each release helps us keep up with the demands
Centralized Customer Support with Service Cloud, but Case Management Needs Improvement
What do you like best about the product?
Service Cloud serves as the central platform where our customer service team engages with and assists all of our customers, making direct use of CRM data.
What do you dislike about the product?
Managing cases can occasionally be challenging for teams. However, there are established best practices and certain third-party applications that can help enhance the case management process.
What problems is the product solving and how is that benefiting you?
Service cloud voice is a key component and integrates with CX call centers.
Powerful Customer Support Platform with Robust Features, but Steep Learning Curve
What do you like best about the product?
Service Cloud is an outstanding platform for managing customer support efficiently. It provides a complete 360° view of each customer, bringing interactions into one place for faster and more personalized service. The built-in Einstein AI features help automate repetitive tasks and offer smart insights that boost productivity. It’s also highly customizable, scalable, and integrates seamlessly with other Salesforce products. Overall, it’s one of the best solutions for delivering quick, intelligent, and consistent customer experiences.
What do you dislike about the product?
One downside of Salesforce Service Cloud is that it can feel complex and overwhelming at first, especially for new users or smaller teams without admin support. The setup and customization process often requires technical knowledge or a Salesforce expert, which can add to the cost. Additionally, the pricing can be high, particularly when you start adding advanced features, automation, or third-party integrations.Page load times and navigating between records can be slow if the org isn’t optimized.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve key challenges like fragmented data, slow response times, and inconsistent customer experiences. It unifies all customer information into a single 360° view, enabling teams to deliver faster, more personalized support across email, chat, phone, and social channels. With built-in AI and automation, Service Cloud reduces manual work, identifies at-risk accounts early, and drives proactive engagement. Its powerful analytics and dashboards give leaders real-time visibility into customer health and team performance, while scalable tools like knowledge management and case routing ensure efficiency as the business grows.
Great Out-of-the-Box Features, but Needs Marketing Cloud Integration
What do you like best about the product?
Right from the start, it offers features that address a broad spectrum of company requirements. And it is out of the box.
What do you dislike about the product?
It could be better enhanced with marketing cloud
What problems is the product solving and how is that benefiting you?
The platform offers case management, feedback management, and a comprehensive customer 360 view.
Great Case Management System
What do you like best about the product?
The case management functions make it easy for my team.
What do you dislike about the product?
It can be a little pricey for our use case.
What problems is the product solving and how is that benefiting you?
It’s helping us organize our service requests and making it easier for us to report on the metrics.
All-in-One Support Platform: Efficient but Complex and Pricey
What do you like best about the product?
Everything’s in one place, cases, chats, and automations, so we respond faster, share context easily, spot trends, and scale support without chaos.
What do you dislike about the product?
Powerful but complex, setup and customization take time, UI feels cluttered and licensing gets pricey
What problems is the product solving and how is that benefiting you?
scalable operations
Powerful AI Automation, but Steep Learning Curve
What do you like best about the product?
Ai powered automation and case management
What do you dislike about the product?
The Learning curve is too steep and complex
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us address our slow case resolution times by bringing all interactions together in a single, centralized location. This consolidation makes it easier to manage and resolve cases efficiently.
Easy to Configure, but Needs More Insurance-Specific Features
What do you like best about the product?
It's really easy to configure and a lot of the standard objects cover most of our needs or need very little alteration.
What do you dislike about the product?
It would be good to see more Fire and General Insurance specific options including associated work like fraud investigations - public sector have some very relevant functionality outside of our stack
What problems is the product solving and how is that benefiting you?
Automation of key processes, additional data capture for insights and customer portals
IPR Cust Serv
What do you like best about the product?
Growth,integration, facts and data analysis
What do you dislike about the product?
Unless integrated, it’s very manual and subject to human error
What problems is the product solving and how is that benefiting you?
Email to Case Premium for Customer Service. Converting email requests into a case. Actual view of customer issues, time it takes to respond from open to close, track the type of request and identify opportunity gaps
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