Comprehensive integration and workflow capabilities streamline lead management and after-sales processes
What is our primary use case?
Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.
My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.
What is most valuable?
The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.
What needs improvement?
Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple.
What do I think about the stability of the solution?
When it comes to stability, Salesforce Service Cloud rates around eight. It is a stable application, and I have seen very few issues after implementing.
What do I think about the scalability of the solution?
In existing applications, Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.
How are customer service and support?
When considering the technical support from Salesforce, it rates around eight.
The reason for this rating is that normally, you are dependent on the partner. Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.
How would you rate customer service and support?
How was the initial setup?
In terms of the initial setup of this tool, it is easy to set up. None of the Salesforce tools are difficult to implement as they are very user-friendly.
What other advice do I have?
Salesforce Service Cloud and Commerce Cloud are part of the same family, and we have implemented both of them.
Regarding the automation tools in this solution, I have not used Einstein, but I am aware of it. From what I hear from people in the team, it works well, although it performs better in Salesforce platform-related areas.
Regarding the pricing of Salesforce Service Cloud, licensing is not expensive, and you get a very economical solution. Compared to other solutions, it might be slightly expensive, such as when compared with Zoho or similar solutions, but overall for the platform that it provides, its value is good enough.
Based on my experience, I would definitely recommend Salesforce Service Cloud to other businesses. I rate this solution 9 out of 10.
Improved customer service and post-sales support saves time
What is our primary use case?
We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area.
We utilize it for customer service and customer post-sales support.
The case management capability has the same features as the sales capability. This means Salesforce Service Cloud generally comes with all these capabilities.
What is most valuable?
Usability is one of the strongest characteristics of Salesforce Service Cloud. The solution offers excellent usability, versatility, and scalability.
Clients gain productivity and save time with Salesforce Service Cloud. However, initially, it can be quite expensive to implement the complete solution.
What needs improvement?
The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging.
Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation.
In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.
For how long have I used the solution?
We have been using Salesforce Service Cloud for ten to twelve years.
What do I think about the stability of the solution?
Salesforce Service Cloud is very stable.
Which solution did I use previously and why did I switch?
We are still working with Pentaho.
We are not working with this specific module.
How was the initial setup?
The installation process is very straightforward.
Salesforce Service Cloud is 100% cloud-based and very easy to install.
What was our ROI?
We have experienced a 30% return on investment.
Which other solutions did I evaluate?
We are beginning to work with the Google solution as an alternative.
As we are just starting with the Google solution, we don't have enough information to form a comprehensive opinion yet.
What other advice do I have?
We only use the sales model, not Commerce Cloud or Marketing Cloud.
Salesforce Service Cloud is an excellent solution that deserves a rating of 9 out of 10. The only point deducted is due to its pricing.
Maximizing Sales Efficiency with Salesforce Cloud
What do you like best about the product?
Salesforce Service Cloud stands out for its powerful case management and automation capabilities. The platform enables seamless omnichannel support—email, chat, phone, and social media—all from a single interface. I especially appreciate the ability to configure workflows, macros, and assignment rules, which significantly reduce response times and improve agent productivity. The integration with knowledge base articles and AI-driven suggestions (Einstein) enhances self-service and ensures faster resolutions
What do you dislike about the product?
While Salesforce Service Cloud is feature-rich, its complexity can be overwhelming, especially for new users or smaller teams without dedicated administrators. Customization often requires technical expertise or developer support, which can increase implementation time and cost.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us centralize and streamline customer service operations by bringing all support channels—email, chat, phone, and social media—into a single, unified platform. It solves the problem of disconnected systems and manual tracking by automating case assignment, escalations, and resolutions. The knowledge base and AI-driven recommendations empower agents with quick access to solutions, reducing resolution time and improving first-contact resolution rates. Additionally, the real-time reporting and dashboards give us better visibility into agent performance, customer satisfaction, and service KPIs, enabling us to continuously improve our service quality and make data-driven decisions.
Salesforce: A force for good
What do you like best about the product?
Salesforce has been our firm foundation in different production sites, assisting customers globally and ensuring the quality that we deliver. Through Salesforce, it not only enhance the quality of how the service delivery creates a positive impact to our employees, but also ensuring the tools and its modernize, competitive, and highly innovative tool for everyone.
What do you dislike about the product?
There are always the good and the bad side of every tool we used. In Salesforce, it has a lot of features to navigate with, moreover it is not a user friendly if that's the first time you will use it. It's quiet complex to use it especially if you're not familiar on the on it.
It may affect the quality and quantity of how the users use it.
What problems is the product solving and how is that benefiting you?
In customer service, we use service Cloud as we centralizes customer information from various channels (email, phone, social media, etc.) into a single platform, providing a 360-degree view for agents. This allows us and our agents to see a customer's complete history, leading to more informed and personalized interactions.
With automated case routing, knowledge base integration, and AI-powered tools, Service Cloud streamlines our workflows and empowers agents to resolve issues faster. The features like automated case assignment, SLA tracking, and knowledge article access directly within the case.
Would recommend but, be prepared
What do you like best about the product?
Flexibility to build, adapt or adjust everything to our company to all the present and future needs
What do you dislike about the product?
If connecting to other exisiting systems, pray that the connector exists, if not, pray again for a good integration partner.
Sometimes, something that is straight forward in other softwares is a bit tricky in Service Cloud
What problems is the product solving and how is that benefiting you?
Connecting departments as if they were clients so we can garanty a good workflow internnaly
Service Cloud as Product
What do you like best about the product?
Salesforce Service Cloud is its robust omnichannel support and deep integration with other Salesforce products, making it an excellent tool for delivering consistent, personalized customer service at scale.
Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.
Customer support are easily manageable.
What do you dislike about the product?
1. Complex Setup and Customization
2.High cost
What problems is the product solving and how is that benefiting you?
1. Customer 360 view
2. Manual and automatic case management resolution
3. omni channel support
4. live agents functionality
5. call center set up for conversation
6. scaling up the operations
The best service CRM in the market
What do you like best about the product?
Capturing customer interest. Assist them as per client first policy.
What do you dislike about the product?
There is not a such a thing to dislike service cloud
What problems is the product solving and how is that benefiting you?
Customer interactions are often spread across multiple systems (emails, phone, social media), leading to incomplete views.
Solution is Service Cloud provides a 360° customer view, integrating data from all touchpoints into a single console.
The case for case!
What do you like best about the product?
I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well.
What do you dislike about the product?
I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us address gaps in our knowledge articles by giving users the ability to ask questions that can be turned into Knowledge.
Optimizing Service Teams & Customer Experience with Service Cloud
What do you like best about the product?
As a consultant working with various organizations to enhance their customer service operations, I’ve found Salesforce Service Cloud to be one of the most effective solutions for driving efficiency and alignment within support teams.
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
What do you dislike about the product?
The consumption based pricing for Agents. It's impossible to budget for.
What problems is the product solving and how is that benefiting you?
Case routing helps customers to make sure that they are getting the right people on the case. It allows a more seamless workflow without as much need for escalation.
Mobile capabilities expand sales tracking and customer feedback gathering
What is our primary use case?
I used
Salesforce Service Cloud for our sales agents to track visits, gather feedback from customers, and capture orders.
What is most valuable?
Salesforce Service Cloud improved our organization with its mobile capabilities. Before its implementation in 2012, we lacked a mobile solution, and this feature was crucial for us at the time.
What needs improvement?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current
SAP CRM, which is much cheaper.
For how long have I used the solution?
I have been familiar with Salesforce Service Cloud since 2012.
How are customer service and support?
We have another partner for support, apart from Salesforce Service Cloud's regular licenses.
How would you rate customer service and support?
Which solution did I use previously and why did I switch?
We are currently working with
SAP CRM from 2007 and are planning to replace it with something newer.
What's my experience with pricing, setup cost, and licensing?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Which other solutions did I evaluate?
The company is researching solutions like
SAP Marketing Cloud and
Salesforce Marketing Cloud.
What other advice do I have?
I rate Salesforce Service Cloud eight out of ten. The high price compared to other solutions is a significant factor in my rating.
