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 Case Management and Integrations, but Needs More Customization Options
What do you like best about the product?
Case management and untegrations, makes pur support to customer great
What do you dislike about the product?
Customization needed for some edge cases
What problems is the product solving and how is that benefiting you?
Casse management for our clients and swarming
User-Friendly but Sometimes Cluttered
What do you like best about the product?
User friendly, easy to navigate for beginners
What do you dislike about the product?
Can be cluttered at times and confusing.
What problems is the product solving and how is that benefiting you?
Easily resolve customer issues
Improved Customer Issue Handling with Enhanced Visibility
What do you like best about the product?
Handling our customer issues has become much easier. The high level of visibility and the capability to quickly address problems are both very valuable.
What do you dislike about the product?
There isn't much to highlight at the moment. Please continue to innovate and maintain a strong focus on your customers.
What problems is the product solving and how is that benefiting you?
We are providing our customers with a digital experience, making it possible for them to track the progress of their resolutions.
Efficient and Useful, but Navigation Can Be Confusing
What do you like best about the product?
Efficient and useful! Easy to follow status updates
What do you dislike about the product?
Can be confusing to navigate, but overall not a hinderance
What problems is the product solving and how is that benefiting you?
Tracking of user maintenance and issues
Customer Service Experience on Service Cloud
What do you like best about the product?
Being accessible (cases) for analytics purpose.
What do you dislike about the product?
its reporting capabilities. Would be great to have similar one to Power BI or Google.
What problems is the product solving and how is that benefiting you?
It helps us to track and analyze the cases to find out the issues between we and customer
Very robust tool, not very intuitive.
What do you like best about the product?
Easy to have a clear view of all customers data, cases and interactions.
Implementation is fast and DB integrations is something easy despite what you are currently using.
Implementation is fast and DB integrations is something easy despite what you are currently using.
What do you dislike about the product?
Not very easy to use, look and feel should be updated, its very robust but looks old.
What problems is the product solving and how is that benefiting you?
Our company success is basically based on explaining what is the product about, and having people on field its very costly, so we use our call center, agents capacity to onboard our customers, conversion, retention, on top of all support features.
Salesforce - “Where customer success begins.”
What do you like best about the product?
Efficiency & Productivity
“What I like best about Salesforce Service Cloud is how it centralizes all customer interactions in one place. It helps agents respond faster, track cases easily, and automate repetitive tasks, which saves a lot of time.”
Customer 360 View
“I really like the 360-degree customer view. Service Cloud gives complete visibility into the customer’s history, preferences, and past issues, which makes it easier to provide personalized and proactive support.”
Automation & AI
“The automation and AI-powered features (like case routing and Einstein AI recommendations) are a game changer. They help reduce manual work and ensure customers get connected to the right agent quickly.”
Omnichannel Support
“I love that Service Cloud supports multiple channels—email, chat, phone, and social—so customers can reach us however they prefer, and agents can manage everything in one system.”
“What I like best about Salesforce Service Cloud is how it centralizes all customer interactions in one place. It helps agents respond faster, track cases easily, and automate repetitive tasks, which saves a lot of time.”
Customer 360 View
“I really like the 360-degree customer view. Service Cloud gives complete visibility into the customer’s history, preferences, and past issues, which makes it easier to provide personalized and proactive support.”
Automation & AI
“The automation and AI-powered features (like case routing and Einstein AI recommendations) are a game changer. They help reduce manual work and ensure customers get connected to the right agent quickly.”
Omnichannel Support
“I love that Service Cloud supports multiple channels—email, chat, phone, and social—so customers can reach us however they prefer, and agents can manage everything in one system.”
What do you dislike about the product?
Complexity / Learning Curve
“It can feel overwhelming at first because of the wide range of features. The learning curve is steep for new users, and it often requires training to fully leverage its capabilities.”
Customization Effort
“Customization is powerful but sometimes complex. Even simple changes can require admin support or developer expertise, which can slow down adoption.”
Cost
“It’s a bit expensive compared to other solutions, especially when scaling to larger teams or adding advanced features.”
Performance & Navigation
“At times, the system can feel slow or cluttered, and navigating between objects and records takes extra clicks.”
“It can feel overwhelming at first because of the wide range of features. The learning curve is steep for new users, and it often requires training to fully leverage its capabilities.”
Customization Effort
“Customization is powerful but sometimes complex. Even simple changes can require admin support or developer expertise, which can slow down adoption.”
Cost
“It’s a bit expensive compared to other solutions, especially when scaling to larger teams or adding advanced features.”
Performance & Navigation
“At times, the system can feel slow or cluttered, and navigating between objects and records takes extra clicks.”
What problems is the product solving and how is that benefiting you?
Problems Service Cloud Solves:
Fragmented customer interactions across channels (email, phone, chat, social).
Lack of visibility into customer history, open issues, and account health.
Delays in case resolution due to manual routing and tracking.
Difficulty in scaling support as customer base grows.
How it Benefits Customer Success Teams:
Provides a 360° customer view, so success managers and support teams can see past cases, product usage, and interactions in one place.
Omnichannel case management ensures customers can reach out through any channel, while agents handle everything from a single console.
Automation & AI (Einstein) route cases to the right teams quickly and suggest solutions, reducing resolution times.
Helps proactively identify at-risk accounts by tracking issues, escalations, and customer sentiment, which improves retention.
Overall, it strengthens customer trust and satisfaction, leading to higher renewals and upsells.
Fragmented customer interactions across channels (email, phone, chat, social).
Lack of visibility into customer history, open issues, and account health.
Delays in case resolution due to manual routing and tracking.
Difficulty in scaling support as customer base grows.
How it Benefits Customer Success Teams:
Provides a 360° customer view, so success managers and support teams can see past cases, product usage, and interactions in one place.
Omnichannel case management ensures customers can reach out through any channel, while agents handle everything from a single console.
Automation & AI (Einstein) route cases to the right teams quickly and suggest solutions, reducing resolution times.
Helps proactively identify at-risk accounts by tracking issues, escalations, and customer sentiment, which improves retention.
Overall, it strengthens customer trust and satisfaction, leading to higher renewals and upsells.
Salesforce the new face of CRM
What do you like best about the product?
it is user friendly and has a lot of customization to begin. Has a large number of repository of tools that we can integrate from.
What do you dislike about the product?
Customer Survey is least help but there is scope of improvement.
What problems is the product solving and how is that benefiting you?
It help use maintain all the record of our customer from the onboarding to billing and also the conversation.
Service Cloud out true Single Source of Customer Truth
What do you like best about the product?
Service Cloud is fully customisable, allowing my team to build out a solution that truly fits our company's needs. It's intuitive interface and layout allows for ease of use while still having the ability to be quite complex in its capabilities. It truly is the leader in the space and a product that has delivered strong success for us.
What do you dislike about the product?
There really is little downside, for the highly technical requirements we do rely on our partners to undertake that work however this does deliver high quality output.
What problems is the product solving and how is that benefiting you?
Allowing for all of our siloed platforms to be brought into one location to deliver a single source of customer truth. This allows for us to better understand our customers and enhance our communication efforts using zero and first party data.
Salesforce Service Cloud review
What do you like best about the product?
Intuitive and professional streamlined. Lots of automation possibilities you can build and customise.
What do you dislike about the product?
Due to multiple ways of achieving the same results, user training can be a challenge.
What problems is the product solving and how is that benefiting you?
Improving response rate to customer queries and better customer experience
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