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 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.”
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.
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
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
