Salesforce Service Cloud Reviews & Product Details

General Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Salesforce Service Cloud is great for managing complex customer service interactions. There are many customizable fields that you can utilize for your specific business needs. We have multiple items that we need to track with each customer service case and are able to add all of them. There are also many third party applications that can be utilized to streamline the process and make it easier for your end users or your representatives.

There is an inbox feature where you can access the Service Cloud directly from your inbox. This allows your users to create and manage cases without having to switch between their inbox and an internet browser while managing cases. It also allows for all email interactions with customers to be logged so others can review previous communication if they start in the middle of a case. Review collected by and hosted on G2.com.

What do you dislike?

The downside to using Salesforce Service Cloud is the cost. It is quite expensive, with little flexibility. You are charged per user, per month, but are billed for the whole year at one time. There isn't really a way to test and see how it would fit without committing to a full year. Other than cost, there really isn't a downside because of how customizable everything is. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I recommend others looking at Salesforce Service Cloud to closely evaluate alternatives and compare prices as the price is the one downside. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We utilize Salesfore Service Cloud to manage our support cases. It allows our support representatives to track and update cases with customers through the online platform. Some of our cases are active and open for months so we need a way to easily see where the case is and what the next steps need to be. From a management perspective we can easily see what cases are being worked and which need more attention. Review collected by and hosted on G2.com.

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Salesforce Service Cloud Overview

What is Salesforce Service Cloud?

Today’s customers want faster, more responsive service across every channel on any device & they want it now. Salesforce Service Cloud helps small businesses scale & grow while building loyalty with every customer interaction. It helps deliver a smarter, more personal customer experience on a flexible, complete service platform. With Service Cloud, you can automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience. Connecting one-to-one with every customer, across multiple channels and on any device, was never easier.

Salesforce Service Cloud Details
Languages Supported
English
Product Description

Deliver excellent customer service with a 360-degree view of your customers, an enterprise grade knowledge base, agent productivity tools, service contracts & entitlements, and analytics for complete visibility all on the Salesforce Platform.


Seller Details
Seller
Salesforce
Ownership
NYSE:CRM
Company Website
Phone
+1 (800) 667-6389
Year Founded
1999
HQ Location
San Francisco, CA
Total Revenue (USD mm)
$17,098
Twitter
@salesforce
534,999 Twitter followers
LinkedIn® Page
www.linkedin.com
48,114 employees on LinkedIn®
Description

Salesforce is a customer relationship management solution that brings customers and companies together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.


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Salesforce Service Cloud Screenshots

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Salesforce Service Cloud Reviews

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Organic
VP of Operations
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: G2 Gives Campaign
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

Literally nothing. I fail to see even a single redeeming factor of this product. Review collected by and hosted on G2.com.

What do you dislike?

Literally everything. Where on earth do I begin? The user interface is insanely clunky. Who on earth would write a help desk program that would require you to click five things *just to close a case*? Even worse, page loads are TERRIBLY slow, so clicking those five things is a painful exercise in frustration. Basic, core features of a helpdesk solution, such as automatically pushing new cases into the list view (or, heck, even periodically refreshing the list view) are missing. Where every other helpdesk solution has simple rules/workflows that can be set up to route things to the right place, you almost need to be a programmer to make any administrative changes to Salesforce. The fact they have an entire separate website for their Trailblazer training program with reams and reams of documentation about the product shows you how over-the-top complicated it is to learn and run (if they spent even 10% of that effort in actually improving their product, it would probably blow everything else out of the water). We paid big bucks to hire an outside "Salesforce Expert" to custom-code things to make Service Cloud work like our previous helpdesk product (Desk.com, owned by Salesforce before it was shut down) but that didn't solve things. No simple helpdesk product should require Cisco-like certifications to understand how to run! Salesforce will sucker you in and promise you the moon that everything is fantastic, but when you actually go to use the product and realize how much it sucks, they maintain an iron vise-like grip on you. No canceling, no refunds, and if you try to avoid paying your renewal, they'll literally send you to collections. What an utter filthy company to do business with. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Recommendations to others considering Salesforce Service Cloud? DON'T. Literally, don't. I don't know how much more strongly I can possibly express my opinion. IT IS UTTER TRASH. You will regret it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

What problems were we trying to solve? Ones created *by Salesforce itself.* They bought up the product we were previously using (Desk.com) and then shut it down. They promised that all of the functionality in Desk.com was migrated into Salesforce Service Cloud Lightning and that Service Cloud Lightning would be an even better platform. How they could lie with a straight face is beyond me, but suffice it to say that Service Cloud Lightning is a heap of trash and one of the clunkiest products I've ever attempted to use. Review collected by and hosted on G2.com.

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Open Discussions in Salesforce Service Cloud
hemanth k.
HK
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The professional edition of Service Cloud provides too many benefits for only $65 per month (per person added), because it has integration to telephony systems, with a platform to manage support cases, and an analysis management service for when you want to organize those cases. Review collected by and hosted on G2.com.

What do you dislike?

There are many plug-ins within the Exchange app platform (the Salesforce plug-in cloud) that don't offer a good fit with cloud sales, which has made it difficult for us to add different plug-ins. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

We recommend the use of Service Cloud because it is very focused on the ability to interact with customers, and because with its use, more secure and more interactive data exchanges can take place. Service cloud is a powerful alternative to those corporate clouds that do not cover well the social needs of customers and do not serve to solve support problems immediately. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The best advantage given by Sales Cloud is that the work can be carried out completely with self-service methods. The platform is based on a classic SaaS (software as a service) model, but delivers varied modalities, as it implements tools to maintain a much more dynamic and direct communication than a conventional SaaS. Service cloud has its own model of chat system, called Chatter, which offers a very social experience when it comes to information exchanges in real time, which is innovative as a cloud of support for customer management platforms. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

The quality of Service cloud automation allows users to manage their own self-service operations, greatly streamlining the process of reviewing plug-ins in the Service cloud Exchange app and importing and exporting work data through these plug-ins. Review collected by and hosted on G2.com.

What do you dislike?

A drawback of Service Cloud is also the fact that it does not have integrations with any workflow graphic editor that allows them to be added in the cloud, as this would make it easier for all users to manage and transport the content. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Service cloud is very accessible in terms of deployment, as it can be used on a wide variety of devices. Without a doubt, the platform has successfully addressed the storage needs of users. It is recommended to use it to adapt and streamline the content created through different CRMs, although in terms of ergonomics, the best option is to use Salesforce CRM, whose integration is native to the platform and has better stability and options. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Service cloud has a design that is as charming as it is simple, allowing users to know how to correctly use all operations within their cloud and Exchange app without having to be an expert in managing storage applications for online services. This concept of simplicity is achieved because Service cloud has an appropriate degree of artificial intelligence provided by Salesforce, aimed at keeping all incidents with sales content as minimized as possible through the plug-in applet. Review collected by and hosted on G2.com.

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Customer Care Team Lead
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I've been using Salesforce since I first started at my company. Some of the things that I like the best about it is the information layout. It's easy to see, you don't have to scroll between different places on the account to piece everything together either. The search is also very great and has a wide range of things we can use to pull up the information we need. We can search account numbers, case numbers, names, phone numbers, emails, addresses and more. It was created to be a user friendly program that allows us to help our customers with no interference. One of the things that I also like is the case record area. It's easy to keep track of all cases for each department, you don't have to wonder what still needs to be worked on since everything is laid out nicely in front of you. Review collected by and hosted on G2.com.

What do you dislike?

The recent history tab could be improved. If you exit out of an account before saving a note or reviewing other information it can be hard to locate the account again. There is a history tab currently, but it only shows the recent five or so accounts or other activities. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Salesforce has been great from the time that I started working at this company. There is a lot of information that the program can hold and we have thousands of accounts and have experiences no issues loading anything or keeping things organized. We haven't changed from Salesforce to a different program, and we won't be changing anytime since we have been very happy with our Salesforce experience so far. They also have updates and new things come out regularly so you are never left behind in the world of business technology. Yes, I would definitely recommend using sales force for any company who has multiple customer account, does reporting and manages tasks and approvals. It's been a great product and we'll continue to use it. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The main thing that I use Salesforce for is looking up information on a customers account to help them solve the problems that they are having. I have to look up information in many different places within Salesforce. I know exactly where I need to go since the information is always in the same place, I don't have to scroll through each account for minutes on end to find what I am looking for. They have done a great job in making my job to help customers much easier. We've also been able to utilize our chat program, Slack, into Salesforce as well so we can search information and pull up accounts there. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like the robust interface and features. It is easy to drive through and functional logic to interact with. The functionalities adhere to the company structure and needs. We can bridge the communication through chatters. We can also classify the cases that come from client submissions appropriately. This helps us run better reporting for performance strategy goals. The syncing with third parties is highly functional. We have our phone system that logs the call flow. We can also transfer chat conversations into cases. Review collected by and hosted on G2.com.

What do you dislike?

Some limitations that could be improved are as following: The text seems to be crammed and the features functions can get lost within heavy text. So its mostly presentation wise. Also, regarding with the lightning version, users could save email progress through cases - so let's say the user is typing up an email but refreshes tab or window on the web browser, all progress gets lost; it would be cool to have a save progress on certain text features ie: case emails. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would maximize all of it's features and create a user interface for all company departments. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

I use it to work on support tickets related to website maintenance. We create add on assets, opportunities, support tickets for different queues, call logs, on boarding of accounts, directories, billing and payment cycle information. It seems to connect all different areas of our company, and route and triage different tasks to its appropriate department. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

*After long research i found one of the best software in CRM solutions to help in Management with its inbuild features easily.

*Manage sales pipeline easily for start to closing.

*Easily attach documents.

*Cloud based solutions , so maintenance worries.

*It has best integration with desk.com and salesforce eco system.

*There is no worry for new users as it gives all demos to learn.

*it has good support which provides knowledge based , online and video tutorial and phone support. Review collected by and hosted on G2.com.

What do you dislike?

*Customization capabilities is major draw back which does not allow to configure according to business needs. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

*The best CRM solutions to have for your business with easy integration and lots of supports.

*It is leader of CRM so you dont have to move any other software after using salesforce. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

*Managing sales was never easy without crm software.

*It helps me to track my sales and handle sales without any worries. Review collected by and hosted on G2.com.

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Technical Project Manager
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The thing I like the best about Salesforce is the performance; our previous CRM was at least 5 times slower. Searching and loading any type of records such as accounts or activities took for ever. Also searching is so much faster in Salesforce it’s incredible. So performance is my favorite part of Salesforce so far. Review collected by and hosted on G2.com.

What do you dislike?

The navigating gets some used to, but that's probably due to coming from a different application/CRM so once we get used to the new UI (User Interface) we will be OK. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We resolved the issue by replacing our old CRM which took forever to search for accounts and contacts which cost the company money and made our customers frustrated to the point that they were rethinking of doing business with us. Also, creasing a knowledge base that Customer Service Reps can look up in seconds is greatly beneficial Review collected by and hosted on G2.com.

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Product Expert
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

this helps me keep the proper documentation of the leads and to keep the remainders make the work runs smooth Review collected by and hosted on G2.com.

What do you dislike?

User interface is a bit complex and its time consuming for setup Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Those who wants to make a proper documentation of the customers and the requirements and also to make a regular follow-ups its much recommended. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

this helps me keep a better documentations Review collected by and hosted on G2.com.

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Salesforce Administrator
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

It is absolutely the 360 degree view of the Customer and how many offerings Salesforce has to better interface with your customers. We're able to keep a consistent picture of our customers while offering a consistent experience across the different disciplines of our organization (Sales, Service, Marketing) Review collected by and hosted on G2.com.

What do you dislike?

It can be very complex and hard to find good help. Finding good help that knows what they're doing in your initial setup is probably the most important task you have ahead of you if you aim to use Salesforce Service Cloud. Find a Salesforce Certified Partner for the best luck in finding good help! Utilizing the various Salesforce Resources at your disposal can also help in implementing Salesforce correctly the first time. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're able to keep a complete and consistent view of our customers by using Sales, Service, and Marketing Clouds. We focus less on systems talking to each other and more on improving everything else. Review collected by and hosted on G2.com.

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Manager of Client Services
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Service Cloud is easy to get started with and then, with some learning fueled by Trailhead, you can do almost anything you need with it! From custom workflows and objects, email-to-case, queueing, case distribution, reporting, etc. Review collected by and hosted on G2.com.

What do you dislike?

Still sometimes find the administration less than highly intuitive at times. You sometimes have to hunt for that last odd switch to make something work. Would like the UI to be a little more flexible in configuring the look and feel. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Take your time to map things out, learn what you need with Trailhead, and don't be afraid! Just dig in and unleash the power! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We took a young and inexperienced support team, doubled the size of the team, and used Service Cloud to implement best practices, create automatic processes, send notifications, integrate with other tools, and turned them into rock star team! Review collected by and hosted on G2.com.

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Software Engineer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

With its productive features and functionality, I am satisfied. We take great advantage of its access to mobility, we encourage our team members to adopt different ideas from around the world, and through its assistance we are better able to deal with our active cases.It has enabled us with Communities tool which has helped us not just to support our customers but also customers could give helping hand to others with self-service capabilities. Review collected by and hosted on G2.com.

What do you dislike?

I 'm new to this application but I'm trying to explore its new capabilities. And one thing that our team has felt in terms of launching the sophistication, we too have faced some problems with the search function. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It gives you the best management of customer relationships. It provides you with personalised reports that support you with market analytics. It's great for team sales. It keeps track of all the sales data related to you. It is implemented well. It offers you the highest degree of customer service. It controls our accounts on social media as well. It also provides you with email marketing and facial book uploading. Review collected by and hosted on G2.com.

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UH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The ability to add internal facing comments and the color scheme - easy of navigation over recent tickets Review collected by and hosted on G2.com.

What do you dislike?

It used to be that Desk was a bit unintuitive however since I last reviewed it Salesforce has released the Lightning Experience which greatly improves the overall usability of the software. The main screen for interacting with tickets is now split into two main panes with recently viewed tickets appearing on the left and currently active tickets in the main pane - this makes looking for tickets you likely care about much easier since they're always hanging around on the left.

Search is quite a bit improved over Desk, it's now easy to search for specific contacts, specific 'projects', and any number of other parameters.

The interface now also features tabbed browsing - no longer do you need a new browser tab or window to hold each case, they now appear in tabs within the salesforce interface itself which greatly enhances organization and clutter on my desktop taskbar.

My only dislike of the software is how replies behave from people who are CC'd on the original mails that spawn a ticket. Previously in desk if Person 1 mails the desk address and puts Person 2 in CC, if person 2 were to reply all on the ticket creation mail then that email would be appended to the ticketed. With the new Lightning Experience this same scenario would now result in person 2 creating an entirely new ticket instead of appending to the existing one, this causes duplicates to be created many times and is very annoying to have to manage. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We use Salesforce to respond to client help desk tickets - it does offer a central location to see all requests and customer history. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Salesforce Service Cloud helps in sharing a lot of important official files and documents in a secure manner. The chat and customer support feature are also useful. Review collected by and hosted on G2.com.

What do you dislike?

Salesforce Service Cloud I feel is still in a very nascent stage. There are more flexibility to be added to the features before it can become a great cloud service platform Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Most of my usage of Salesforce Service Cloud is about sharing of important company documents with others as and when and where needed and also for reaching out as a customer support feature to fulfill queries Review collected by and hosted on G2.com.

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Senior Software Architect
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

It is one of the most powerful platform for providing excellent services to our clients. I am happy with its efficient features and functionalities. We are taking much benefit from its mobility access, we allow our team members to execute various solutions from across the entire world, and we are better dealing with our active cases through its help. It has provided us with the Communities tool which has allowed us not only to help our customers but also customers could offer helping hand to others with self-service capabilities. Review collected by and hosted on G2.com.

What do you dislike?

I am new to this software and trying to discover its new features. But one thing which our team has felt its complexity in terms of launching, further we have faced some issues about the searching feature, actually its interface is not simple and requires a proper understanding of every icon so that it could be used to its fullest. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

This tool is very suitable for all organizations which want to built a strong relationship with their customers. However it is available in various plans and you can chose according to your business setup. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Its search engine has opened new doors both for our team and our clients to find the right solutions against the existing problem and this service is provided by their knowledge module. It has provided us the insight of the critical business layouts and its reporting feature is very fast and based on real time. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Absolutely nothing. I do not think there are any redeeming qualities about Service Cloud. The only marginal plus is the native integration with the other Salesforce platforms. Review collected by and hosted on G2.com.

What do you dislike?

Service cloud is clunky, slow, ugly user interface and just filled with bugs.

We used to use Zendesk for our help desk tool and it is night and day difference between the two products. Everything Zendesk gets right, Salesforce gets wrong. And everything Zendesk gets wrong, Salesforce also gets wrong.

Biggest cons:

-unable to easily share case links

-no ways to check if someone else is viewing / working on a case (agents can clash working on same case)

-slow searching for cases

-poor search functionality (other than case numbers)

-triggers only work about half the time

-reporting is slow and clunky

-feature gaps exist between classic and lightning (new interface)

And most importantly, customers are constantly begging us to switch back to Zendesk.

STAY FAR AWAY! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Avoid it. Stick with other help desk software. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We moved to Salesforce Service Cloud since our sales team uses Salesforce. We haven't achieved any benefits except for being able to look up sales data. Review collected by and hosted on G2.com.

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UT
Enterprise(> 1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Trending tracking tool to be able to communicate internally with other departments. Review collected by and hosted on G2.com.

What do you dislike?

When I first introduced into salesforce for service cloud we were coming from another tool called rally to results. Sales force for service cloud is very old or the version that we were introduced to was very old.We could not unique identifiers to be able to identify which case belong to which unit that we had in our inventory the search functionality to me is all over the place.There is no alert notification when task or do you or when task become available it bakes it makes it very hard to keep up with the task at hand if we had reminders or an email notification that went out and we would be able to be able to manage our task in salesforce. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Be sure to get lots training Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

That we can add task to cases. We can’t communicate internally through chatter. One less email and be notified through notifications Review collected by and hosted on G2.com.

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warranty/trouble shooting customer service agent
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Organic