Salesforce Service Cloud Reviews & Product Details

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

*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.

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

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.