Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Easy Customization, but Email to Case Needs Improvement
What do you like best about the product?
The ease of use and the ability to customize the case management
What do you dislike about the product?
Email to case could be a bit more robust. Threading token were a bit confusing to understand
What problems is the product solving and how is that benefiting you?
Help with case management and historical tracking
Efficient Multi-Channel Support with Powerful Tools, but Complex Integrations and High Costs
What do you like best about the product?
Salesforce Service Cloud helps us manage customer inquiries and incident reports from drivers efficiently across multiple channels - phone, email, web, and social. The unified case management system ensures that toll disputes, lost tag requests, and payment issues are tracked and resolved quickly. The dashboards and reports give us great visibility into call volumes, response times, and agent performance, helping us continuously improve service levels. Integration with our tolling systems also helps automate customer verification and case creation, saving a lot of manual effort.
What do you dislike about the product?
Some customization and integrations, especially with legacy tolling or payment systems, can be complex and time-consuming. The licensing costs can also be high when scaling to large contact center teams. Occasionally, the interface feels a bit heavy for agents who only handle simple queries, and page load times can slow down during peak hours. Setting up automations or flows sometimes requires more technical expertise than expected for a service platform.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize and manage all customer interactions related to toll payments, transponders, and account issues. Before implementing it, our teams struggled with fragmented systems and manual tracking of customer inquiries. Now, every case - whether it's a missed toll dispute, balance inquiry, or tag replacement - is automatically logged, routed, and
tracked to resolution.
The platform has significantly improved response times, reduced human error, and increased transparency across departments. Automated workflows ensure that cases are escalated to the right teams quickly, and agents have a 360° view of each driver's history, enabling faster, more personalized service. Overall, it has enhanced customer satisfaction, streamlined operations, and provided better data insights for decision-making.
tracked to resolution.
The platform has significantly improved response times, reduced human error, and increased transparency across departments. Automated workflows ensure that cases are escalated to the right teams quickly, and agents have a 360° view of each driver's history, enabling faster, more personalized service. Overall, it has enhanced customer satisfaction, streamlined operations, and provided better data insights for decision-making.
All-in-One Platform Integration
What do you like best about the product?
Everything is integrated into a single platform, making it a scalable solution.
What do you dislike about the product?
Hard to implement when you have complex organization
What problems is the product solving and how is that benefiting you?
Complexity, assistance to final customer
Easy Setup and Integrate, But Change Management Lags Behind
What do you like best about the product?
Very easy to configure 90%+ of our work using out of the box functionality, with some customization to support the specifics of our business! As we move all our Ops into Service Cloud we’re not just improving our customer support experience, but we’re putting our support teams right alongside sales - turning touch points into opportunities.
What do you dislike about the product?
We’re stuck in old ways of working - tickets, standard operating procedures, manual processes, etc. Knowing where to start is one thing, transforming our people and processes at the pace we can change the product is another. We also haven’t upskilled enough power users yet to fully tap into Flows and other options to make it more self-serve, which makes Eng and Product an unnecessary bottleneck.
What problems is the product solving and how is that benefiting you?
Salesforce is helping us across all Service Tiers - from fast high touch white glove support to self service at scale - we’re using Service Cloud to help internal and external users get the right help at the right moment so they can focus on what’s important.
Great Features and Flexibility, but Complex Setup for Small Teams
What do you like best about the product?
It's easy to add new features, and there are many helpful built-in functions available.
What do you dislike about the product?
Service Cloud is a powerful platform, but it's not for everyone. Its extensive customization and enterprise-grade features are also its biggest drawbacks. The initial setup is complex and often requires expensive consultants, making it overkill for small teams with simple needs.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has truly transformed our customer support experience. It has effectively addressed two significant challenges we faced: breaking down information silos and streamlining inefficient workflows.
Great Automation and AI, but High Cost and Maintenance
What do you like best about the product?
Case management and automation, Einstein AI capabilities
What do you dislike about the product?
Expensive and required Maintenance overhead.
What problems is the product solving and how is that benefiting you?
Solving users' immediate questions without waiting for an actual representative
Flexible Customization, but Some Configurations Could Be Simpler
What do you like best about the product?
Service Cloud is easily customizable to build customer friendly processes
What do you dislike about the product?
There are some aspects that could be simpler to configure
What problems is the product solving and how is that benefiting you?
Making the problem solving process much more efficient
B2B IT delivery
What do you like best about the product?
Services management and attributes in the Salesforce
What do you dislike about the product?
Limit for email notifications for external customers
What problems is the product solving and how is that benefiting you?
Sometimes yes.
Easy Lifecycle Management, but Setup Can Be Complicated
What do you like best about the product?
I like how easy to track and manage lifecycle of service / products
What do you dislike about the product?
It is a little complicated to set up when you have to link with other systems
What problems is the product solving and how is that benefiting you?
Routing, escalating
Great Process Simplification, but UI Complexity Challenges for Salesforce Admins
What do you like best about the product?
Simplifyng processes , granularity and innovation
What do you dislike about the product?
UI and complexity area true painpoint for salesforce admins
What problems is the product solving and how is that benefiting you?
communication with customers , backend processes
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