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Salesforce Service Cloud: #1 Customer Service App -Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent. In our organization, we are advising companies to implement Salesforce Service Cloud along with solving their complex business processes. It is being used by one of our teams, specifically catering to Salesforce. It caters mostly to retail banks across many geographical locations.,It can help call center agents in addressing customer needs within less time due to automated business process flows handled in salesforce service cloud Delivering Smart services such as email alerts, SMS alerts, and notifications to customers based on their application status. It can easily be integrated with a robotic process automation application such as UI Path that aid you in delivering automation on your toes. It can be easily integrated with social platforms such as Facebook for addressing customers inquiry/issues.,The cost of implementation and application could be lowered so that it attracts more of a customer base. Lowering support costs. It should be integrated with AI and ML platforms for tracking customer's activity, then channel their queries to agents automatically.,8,Sales productivity increases rapidly, leading to more customer base, more opportunities, and more leads conversion. Leads to an increase in revenue for an organization along with Win Rates. Happy customers and vendors as most complex business use cases are handled seamlessly by the application.,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM),Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM), CRMnext, Zoho CRMGREAT NEW SYSTEMWe are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.,Easy to use Records consolidation User-friendly,Creating multiple orders on one case. Have notifications be more user-friendly. Reports should be easier to view.,10,Its easier to use Able to get work done faster No duplicate accounts,Cisco Unified Communications Manager (Call Manager), SAP NetWeaver BPM, Microsoft 365 Business, Skype for Business (formerly Lync)TAC engineer long time salesforce userWe use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.,It's is highly available down time maybe 3 min every 3 months or so. Ease of use interface doesn't change much stable of the last 4 years. Search and account inventory are very accurate and useful.,Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier. Attachments size restrictions - could be our implementation not sure if its a product issue. No mandatory mandatory fields. Again this may be implementation dependent,8,I don't see the numbers so have no idea. I hear it iS expensive through the grape vine. Once they have so much of you data it's hard to look elsewhere.,,devZing Bugzilla Hosting, Concur Expense, Webex MeetingsService Cloud for Customer SupportOur Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.,Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity. Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up. Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.,Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.,8,Service Cloud will allow us to see which clients take advantage of Support the most. This is turn will help us make a decision if Support is something we should be charging for, or start charging for at a certain point. Service Cloud saves the team time through automated tier assignment and automated tracking of things like account, Success Manager, Case Reason,Help Scout,Talkdesk, 15Five, AsanaSalesforce Service Cloud Improves Customer and Business RelationshipsIn my function specifically, I use Salesforce as an educational tool through Trailhead by Salesforce, where I learn about it in order to become a more effective marketer and subject matter expert in the technological sector. In my company, we work with companies to implement Salesforce Service Cloud to help them advance their business processes and meet their goals more effectively. It is customized and tailored to meet their needs.,Customer Relationships Business Relationships Streamlined Information in a Centralized Datahub,None that I can think of,10,Improved Customer Relationships Improved Ease of Use Improved Business Relationships,Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM),Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)At Your Service CloudThe Service Cloud is being used by multiple users groups within the hospital I currently work at. We primarily use Cases, but we also have tapped into the Live Agent mobile features. Our customers primarily connect to our Users via mobile, so Service Cloud has allowed us to maintain high integrity when assisting customers.,Easy to use Built on a Force.com platform like Sales Cloud Provide customers with world-class customer service,Better reporting More training materials,10,We've been able to save money on new hires as they're not needed. Customer satisfaction surveys are higher. Service continues to grow.,Salesforce Community Cloud, Salesforce Lightning, Salesforce Marketing Cloud Email Studio and Salesforce Service Cloud,Salesforce Community Cloud, Salesforce Marketing Cloud Email Studio, Salesforce for NonprofitsGood Interim SolutionOur company bought Salesforce as our CRM system, and first implemented Desk before implementing Service Cloud. Now, we've transitioned from Service Cloud to using Salesforce for case management. It was used across two departments in the organization, our support team and our analytics team. The business problems that it tried to address were the high influx of cases being sent in by our customers. Keyword being "try," though--it was a clunky tool that unfortunately didn't integrate with Salesforce directly, causing limited reporting.,Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk! The breadcrumb tracker really helped keep track of a case in the resolution lifecycle. It was a step up from Desk, in that it stored far more details within the actual body of the case. It was easier to document the details of the resolution than in Desk.,The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited. The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use. In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.,5,Salesforce Service Cloud has helped us organize our queue.,Desk.com and Salesforce App CloudLeader in Service Cloud PlatformsSalesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.,Easy configuration and maintenance. Fast deployments and easy integration with the Dev Ops tool. Excellent out of the box features like Shield encryption.,Slow support from the Salesforce support team. Intermittent performance issues mostly after new Salesforce releases.,9,It has increased customer satisfaction which was the key goal behind implementing this solution in our organization.,Informatica Cloud, AWS Lambda, AWS CodePipelineService Cloud changed how we support our clientsOur internal support desk uses Salesforce Service Cloud. We use it to handle support cases and to manage milestones. It helps us stay organize and communicate with the clients so they know where their reported issues stand. In addition, the Service Console makes it simple to work in Salesforce all day without having to flip back and forth between multiple applications.,Allows users to email clients and communicate directly from the application. Links with our Knowledgebase so we can suggest help articles to our clients. Provide a single console which allows our users to work within one screen and avoid flipping between applications or needing to flip within Salesforce,Configuration and setup were a bit cumbersome.,9,Salesforce allowed us to identify where our representatives were spending the most time and helped us improve their efficiency. This allowed us to handle more cases per representative without impacting the user. Organizing our tickets and standardizing our responses has helped immensely.,JIRA Software, 15Five, Pardot, LitmosPowerful CRM toolWe use Salesforce Service Cloud for our Information and Referral call center that serves the whole state. It allows our I&R specialists to serve our calls via phone, live-chat, text messaging, email, and facebook messenger. In the service cloud, we can create a case for each caller, add referrals we make, and add follow up reminders as needed.,It integrates nicely with our CTI solution (new voice media). The inbound phone number or email address lookup automatically provides the existing contact. The huge capacity to add custom data fields to capture all the data collection needs we have.,Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario. Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it. Dashboard does not have enough chart type options.,9,Its reporting feature helps us find data entry errors quickly for correction. The dashboard helps us monitor real-time data closely. The capacity to add custom data fields help us capture all data needs for our reporting purposes.Worth the InvestmentSalesforce is essentially the backbone of our organization -- all projects, assignments, and cases are how we keep things documented and centralized for everyone to access. This keeps our agency all on the same page in terms of progress, reporting, email marketing, and every other marketing effort we run through SF.,Easy-to-use, Intuitive UX/UI - I can't speak to the overall setup, but it only takes a few minutes to understand Salesforce as a user. Social Media-like features - by @ing someone, I can easily loop multiple people in on projects in more of a laid-back tone/atmosphere. Notifications sent via email - I never miss a comment or assignment because of this.,Difficulty setting up - While I can't speak to this specifically, it seems to be difficult to add to everything this platform has to offer.,9,By keeping everyone on track, the ROI in terms of time saved is second to none.,Basecamp,BasecampSalesforce Service Cloud for the win!Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.,Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities. Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency. Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.,Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial. Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.,10,Salesforce Service Cloud has a huge positive impact on our overall business because we rely on this platform to automate work while allowing us to grow as a company. We can do more with fewer people. Salesforce Service Cloud has a huge positive impact on our overall business when it comes to gaining visibility into our business processes. Previously, we were unable to track at which point the customers were getting their needs met, and now we are. Salesforce Service Cloud has a huge positive impact on our overall business because we can capture knowledge in the platform all in one place and associate them with our work. Previously, we wasted a lot of time and energy figuring out where to locate this business knowledge.,Microsoft Dynamics AX, Zendesk and ServiceNow,Salesforce Community Cloud, JIRA SoftwareService Cloud Gives Visibility into Every Client Across All Teams at Any MomentWe used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.,Service Cloud is easy to use whether you're inputing data or trying to access it. By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate. The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.,Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas. Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support. Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.,10,We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks. This led to faster delivery times and reduced errors as well as better knowledge retention. We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again. Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.,Smartsheet, Zoho CRM and Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)Another Great Salesforce Product!Our company uses Salesforce Service Cloud for our customer support department. They use it to log cases and track work efforts. They also use the live chat function to support our customers who prefer to chat over phone support.,Service cloud is great for logging cases and tracking support effort. Live chat is easy to set up and provides a good chat experience for customers. Salesforce makes it easy to report on chat and casework so you know the top support issues you have.,I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box. Salesforce Service Cloud is still missing some features in lightning. They need to make it easier to automate the changing of Omnichannel status.,9,We have been able to increase our CSAT 2 full points by tracking case issue resolution time and decreasing the time it took to resolve. We’ve been able to maintain our support staff numbers while increasing our customer base by 20%. We were able to improve the chat experience for our customer by providing chat support in multiple languages.,Zendesk,Zuora, JIRA Software, TalkdeskSalesforce Service Clears the Clouds!Service Cloud is being used by multiple divisions within our umbrella of 12 companies at the national financial firm. We use it as the central help desk for the entire enterprise (~1,000 nationwide employees). Having the ability for a single email to disperse employee requests to the correct regional IT department is extremely helpful in addressing issues quickly. We also use it for other departments (such as compliance, facilities, retail) in a similar aspect, in which there is a single email for the enterprise to submit forms or emails to the correct queue. Great for timeliness and audit tracking!,Splitting service processes into the respective channels as needed (helpdesk vs. facilities; Midwest vs. Central regions). It's nice knowing that the issue can be addressed by the correct channel on first try. Communications are extremely effective - the ability to email back and forth and have it tracked on the correct ticket is great for auditing and training. The Console view is great as it helps agents see their work in a single screen, and also having Knowledge and chat integrated adds an extra flare to the quality of service.,It would be nice to have inline coloring in list views to know who is changing or taking ownership of specific tickets as they are happening. When posting comments, it would be great to be able to select whether or not to notify the case owner or contact upon save. The emailing from an org-wide address gets a little tricky when people are trying to cc the full case owner. (example: facilities isn't the owner of the ticket, but is the queue - they would like to be notified as a queue any time communication happens to be aware of the current status).,9,Positive: We are able to track the time it takes to close tickets and identify agents who are slower than others for additional training. Positive: We are able to report on tickets submitted based on type and department - it's nice seeing that 80% of the tickets coming in from the Iowa region are focused around teller issues; while 80% of the Dallas based region are more around printer issues. Negative: We have to adjust our reports to remove any spam-type or bounced-type emails from our reporting, as EVERY email that comes in creates that new ticket. (But also good for us to see what kind of emails are coming into an "internal" email address).,Zendesk,Salesforce Community Cloud, Salesforce CPQ (formerly SteelBrick), Salesforce Marketing Cloud Email StudioA huge advantage for transparency throughout our organizationWe use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.,Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy. Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management. Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user. Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.,Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case. Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts,10,While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool,Oracle Siebel CRM and ServiceNow,Qualtrics, Smartsheet, Gainsight, Tableau Desktop, Tableau Server, Domo, Concur ExpenseSupport business transformation with SFDCWe use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.,Case management and tracking customer interactions. Integrations with other data sources to provide a 360 degree customer view when they contact us. Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.,Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available. Performance can fluctuate in a shared environment. Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.,9,Knowledge integration has cut down our onboarding of new associates from about 6 months to 6 weeks. Tracking and trace-ability of response time, and has improved our average response time on case responses from 24 hours to about 2 hours. Integration with phone system has decreased our average handle time by about 1 minute per call.,NICE inContact CXone, Oracle BI Foundation Suite, Oracle ERP CloudEnhanced Customer Service PlatformService Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.,Robust set of features allowing efficient management of support cases. Consolidation of disparate functions onto a single platform (Salesforce). Extensive reporting and analytics.,Migration from classic to lighting was especially challenging. Customization is available but not as easy as they make it out to be. Different departments working within the platform requires delicate management so as not to disrupt processes.,9,More efficient management of client support cases Greater visibility across departments Improved case turnaround time,,ClearSlide, Datanyze, InsightSquaredEasy service center application for Salesforce based shopsService Cloud was the primary interface for all customer service and support activities with both our internal customer facing teams and external support staff. From there, customer data was managed and all calls, chats, emails, and support activities were tracked. We were attempting to find a single channel to manage these actions and create a queue of actions that need to be taken by the customer service team.,My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention. I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members. Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.,The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.,8,As a startup bringing a product, and thus service and support, to the market for the first time, there was no previous methodology to compare Service Cloud to. However, it was clearly evident that our call center team could easily use and manage their cases through the product. The product helped alleviate stress from the service and support management teams who were freed from routing and prioritizing cases for call center team members. The setup and management were much easier than other options.,Zendesk, Desk.com and Freshdesk,Slack, Dashlane, Adobe Photoshop,16,1,Current customer calls in or creates a ticket on our website with a problem with our product. A case is opened and the support center solves the case. Current customer or potential customer calls or emails with questions. The service center routes appropriately and tracks to make sure the customer is served.,It could be expanded to be used more with early sales activities or lead development. Instead of routing cases to customer service team members, it would route leads to appropriate lead development team members.,8Service Cloud Corrals Manufacturers' Service RequestsWe utilize Service Cloud to organize all of our Aftermarket Service inquiries that come through email or website form submissions. These inquiries become cases, which are assigned and handled by our internal team of aftermarket support personnel. The creation of cases enables us to organize inquiries across all our personnel, so that they can each have visibility into who is working on what, avoid multiple people working on the same request, and have a record of the customer interaction, for follow up, if the initial assistance does not completely solve the customer issue. The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.,Case Creation. Linking cases to accounts and contacts. Utilizing reporting to identify trends in Service Cases (types, accounts, volume).,If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution. Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two. Better notification and identification of new messages on Cases when a user is in Lightning.,9,Service Cloud has assisted us in identifying where we need more people to address customer service requests. Service Cloud, over time, will help us to identify where we can automate highly repetitive inquiries, such as requests for documentation, which is a positive ROI. The administering of Service Cloud and revising our setup to optimize for our use case has resulted in a greater need for a Service Cloud Administrator, which was not figured into our implementation, so that is negative on ROI.,,Salesforce CPQ (formerly SteelBrick), Pardot, Geopointe, Data.com, Salesforce Analytics CloudSalesforce Service CloudIt is used to combine all of our different offices globally to connect our leads, data, and accounts. It makes it extremely easy to look into the whole company's activity instead of having separate CRM's around the globe and helps our sales reps not touch each others accounts. It makes thing a whole lot easier.,Improves support Organization,Integration Ease of use,7,Helps you find verticals Great for sales funnel,Service Cloud, More than just a Silver Lining.Service Cloud is used across the breadth of our company, from Billing to Sales to Service Delivery, Support and Training. It allows our company to manage support case flow, track billable activity, and for general service delivery. Prime use is with our support case ticketing system, but we have found that it is an excellent way to allow client submission for service requests as well that can be reported, tracked to completion, and billed. It also allows integration into Customer Success SAAS technologies such as Totango.,Flexible reporting options. Really helpful for tracking flow of support and services in an organization. Ability to design workflow of cases for many different types of internal/External scenarios, such as billing, and internal offerings. Ability to integrate with other third party applications, especially in the app exchange.,UI could be refreshed to be a little more aesthetically pleasing. Need a bit more ability to add custom time reporting options. They cover about 90% of your use cases. Would be nice to allow saving of custom time reporting parameters. Clearer way of joining reporting objects from different areas.,9,Helped streamline our support handling so that case flow and assignment was accountable and trackable. Provided an option for client self-serving cases. Allowed much greater transparency into customer health and trajectory due to the reporting and ability to integrate with other technologies.,,Totango, ON24, Skype for BusinessService in SalesforceWe use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels for all customer communication.,Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media. The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code. Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.,Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience. When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email. Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.,10,Salesforce has had a great ROI for us by alleviating several duplicate steps. We are still early in our implementation, so more ROI will come as we continue to develop the platform to our needs, but it has already solved many business practices such as routing incoming emails to the appropriate person/team, allowing visibility to work across a department and applying quick template responses to our customers. Salesforce has allowed for more reporting on granular details for our management teams and will continue to improve as we integrate our other systems to leverage Salesforce reporting and analytics.,Zendesk,Google Drive, Microsoft Office 365, Microsoft SQL Server,107,2,Customer support Order tracking Reporting,We integrated Salesforce with our ERP to allow agents to see ERP information without needing to leave Salesforce,10,Yes,4,Yes,I actually wouldn't say the Salesforce support offers exceptional service, but the Salesforce Community definitely has numerous times. I posted an issue I was having a few weeks ago in the community forum and within 2 hours I had a response from 2 Salesforce Community members and they asked a 3rd one to weigh in as well. It solved my issue immediately.,Reports Dashboards Accounts Contacts Cases Related Lists,Some admin functions Live agent setup,Yes,9Salesforce Service ConsoleAs a consultant, I implement Service Cloud for other organizations. These organizations utilize the Service Cloud for being able to manage their caseload through the service cloud console and other features that are available to them. They get inbound cases through emails and there are auto-assignment rules that give each service rep a notification letting them know a relevant case has been submitted. They also get inbound cases through LiveAgent which is their online chat channel, allowing users to connect quickly with service reps and find solutions quicker than submitting an email case.,Salesforce Service Cloud console in lightning experience is awesome Service Cloud console also allows for case auto-assignment and case queue's which is super helpful LiveAgent is an awesome addition to Service Cloud Lastly, nonprofits get 10 free service cloud licenses, so sweet.,Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations,10,Improved case turn around time Case management and assignment, getting the right case to the right person Case load and analytics that correspond with the case mgmt,,Pardot, Join.me, Skype for BusinessGreat if you don't need business intelligenceActually, it allows CSR to work on cases concurrently which increases their efficiency. Salesforce Service Cloud enables better case management. It gives the functionality of live agents. Although you need another license for it. Currently, we are using service console to show the products, contracts to CSR users.,It allows better Case management. It allows CSR users to work simultaneously on multiple cases It provides a self-service option. Customers can search the knowledge articles themselves IT helps in reducing the customer support cost,Salesforce has modularized costs for everything.I believe everything should be under one license We cant use custom fiscal years in new forecasting Monitoring tasks require users to run the report,8,Our client had migrated his legacy system to Salesforce. It reduces his manual effort for creating reports and processing Excel,,Eclipse
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Salesforce Service Cloud
224 Ratings
Score 8.7 out of 101
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Salesforce Service Cloud
224 Ratings
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Score 8.7 out of 101

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March 28, 2019

Salesforce Service Cloud: #1 Customer Service App -

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Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent. In our organization, we are advising companies to implement Salesforce Service Cloud along with solving their complex business processes. It is being used by one of our teams, specifically catering to Salesforce. It caters mostly to retail banks across many geographical locations.
  • It can help call center agents in addressing customer needs within less time due to automated business process flows handled in salesforce service cloud
  • Delivering Smart services such as email alerts, SMS alerts, and notifications to customers based on their application status.
  • It can easily be integrated with a robotic process automation application such as UI Path that aid you in delivering automation on your toes.
  • It can be easily integrated with social platforms such as Facebook for addressing customers inquiry/issues.
  • The cost of implementation and application could be lowered so that it attracts more of a customer base.
  • Lowering support costs.
  • It should be integrated with AI and ML platforms for tracking customer's activity, then channel their queries to agents automatically.
This product is great due to its integration with Salesforce Marketing Cloud, analytics capabilities, integration chat bot capabilities, leveraging AI, ML and NLP capabilities, and reporting capabilities. Integration can become complex as it is code driven instead of driven by components.
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March 02, 2019

GREAT NEW SYSTEM

Score 10 out of 10
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We are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.
  • Easy to use
  • Records consolidation
  • User-friendly
  • Creating multiple orders on one case.
  • Have notifications be more user-friendly.
  • Reports should be easier to view.
We use Salesforce so we don't have duplicate consumer accounts and everyone can access the customer's email. it's less appropriate because you have to create a new case every time you want to place an order, which causes more time on the phone with the customers. Once that is fixed t will be amazing.
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Paul Murphy profile photo
February 28, 2019

TAC engineer long time salesforce user

Score 8 out of 10
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We use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.
  • It's is highly available down time maybe 3 min every 3 months or so.
  • Ease of use interface doesn't change much stable of the last 4 years.
  • Search and account inventory are very accurate and useful.
  • Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
  • Attachments size restrictions - could be our implementation not sure if its a product issue.
  • No mandatory mandatory fields. Again this may be implementation dependent
Great for RMAs and cases - bug updates not so much.
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May 15, 2019

Service Cloud for Customer Support

Score 8 out of 10
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Our Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.
  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission.
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June 20, 2019

Salesforce Service Cloud Improves Customer and Business Relationships

Score 10 out of 10
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Verified User
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In my function specifically, I use Salesforce as an educational tool through Trailhead by Salesforce, where I learn about it in order to become a more effective marketer and subject matter expert in the technological sector. In my company, we work with companies to implement Salesforce Service Cloud to help them advance their business processes and meet their goals more effectively. It is customized and tailored to meet their needs.
  • Customer Relationships
  • Business Relationships
  • Streamlined Information in a Centralized Datahub
  • None that I can think of
I would recommend others use Salesforce Service Cloud based on my experiences working with a variety of companies within different industries to find success. If your goals are to improve customer relationships, which is likely for most organizations, then implementing the software shouldn't be second-guessed. Salesforce Service Cloud is an innovative product that just keeps evolving—you can trust it to evolve with your own needs as you grow.
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March 27, 2019

At Your Service Cloud

Score 10 out of 10
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The Service Cloud is being used by multiple users groups within the hospital I currently work at. We primarily use Cases, but we also have tapped into the Live Agent mobile features. Our customers primarily connect to our Users via mobile, so Service Cloud has allowed us to maintain high integrity when assisting customers.
  • Easy to use
  • Built on a Force.com platform like Sales Cloud
  • Provide customers with world-class customer service
  • Better reporting
  • More training materials
Service Cloud is well suited for any organization trying to leverage its customer relationship management system to provide world-class customer service. All your data will be stored in one centralized area, and your representatives can access, edit, and create that data. The Service Cloud allows your agents to build customer engagement and relationships.
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March 04, 2019

Good Interim Solution

Score 5 out of 10
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Our company bought Salesforce as our CRM system, and first implemented Desk before implementing Service Cloud. Now, we've transitioned from Service Cloud to using Salesforce for case management. It was used across two departments in the organization, our support team and our analytics team. The business problems that it tried to address were the high influx of cases being sent in by our customers. Keyword being "try," though--it was a clunky tool that unfortunately didn't integrate with Salesforce directly, causing limited reporting.
  • Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk!
  • The breadcrumb tracker really helped keep track of a case in the resolution lifecycle.
  • It was a step up from Desk, in that it stored far more details within the actual body of the case.
  • It was easier to document the details of the resolution than in Desk.
  • The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited.
  • The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use.
  • In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.
Service Cloud is suitable if you do not need to do greater reporting to tie the work of the cases that you complete for your accounts, to the accounts that are listed as opportunities. Of course, this depends on the implementation you choose to pursue. Otherwise, opt for Salesforce if you are able to shell out however much extra it will cost. Because our company first implemented Salesforce, and later Service Cloud, we didn't want to merge the two of them onto the same instance to ensure the integrity of Salesforce. Not doing so caused there to be several limitations in the analysis you could do by accounts. Otherwise, definitely pay for Service Cloud as opposed to Desk; you'll be able to do significantly more with reporting.
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February 26, 2019

Leader in Service Cloud Platforms

Score 9 out of 10
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Salesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.
  • Easy configuration and maintenance.
  • Fast deployments and easy integration with the Dev Ops tool.
  • Excellent out of the box features like Shield encryption.
  • Slow support from the Salesforce support team.
  • Intermittent performance issues mostly after new Salesforce releases.
Salesforce Service Cloud is well suited for HR and Ticket Management for a medium to large size organization. It might not be best suited where you have heavy ETL involved or when you need to integrate numerous applications.
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February 20, 2019

Service Cloud changed how we support our clients

Score 9 out of 10
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Our internal support desk uses Salesforce Service Cloud. We use it to handle support cases and to manage milestones. It helps us stay organize and communicate with the clients so they know where their reported issues stand. In addition, the Service Console makes it simple to work in Salesforce all day without having to flip back and forth between multiple applications.
  • Allows users to email clients and communicate directly from the application.
  • Links with our Knowledgebase so we can suggest help articles to our clients.
  • Provide a single console which allows our users to work within one screen and avoid flipping between applications or needing to flip within Salesforce
  • Configuration and setup were a bit cumbersome.
For any firm taking support calls, I think Service Cloud is a great solution to help organize your support and communication with the client. This is especially true for firms where support crosses time zones or countries. It may not be necessary for firms which only have a rep or two.
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February 20, 2019

Powerful CRM tool

Score 9 out of 10
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Verified User
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We use Salesforce Service Cloud for our Information and Referral call center that serves the whole state. It allows our I&R specialists to serve our calls via phone, live-chat, text messaging, email, and facebook messenger. In the service cloud, we can create a case for each caller, add referrals we make, and add follow up reminders as needed.
  • It integrates nicely with our CTI solution (new voice media).
  • The inbound phone number or email address lookup automatically provides the existing contact.
  • The huge capacity to add custom data fields to capture all the data collection needs we have.
  • Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario.
  • Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
  • Dashboard does not have enough chart type options.
It is perfect to capture service provided, especially for non-profit and community programs. Its data object structure works really well for customers who have a complex situation and have made multiple contacts and need multiple resources. Salesforce service cloud can capture all these complex situations in a streamlined snapshot and it provides agents a centralized place to review all the data. It is definitely not for sales capturing.
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Brandon Mitchell profile photo
February 04, 2019

Worth the Investment

Score 9 out of 10
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Verified User
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Salesforce is essentially the backbone of our organization -- all projects, assignments, and cases are how we keep things documented and centralized for everyone to access. This keeps our agency all on the same page in terms of progress, reporting, email marketing, and every other marketing effort we run through SF.
  • Easy-to-use, Intuitive UX/UI - I can't speak to the overall setup, but it only takes a few minutes to understand Salesforce as a user.
  • Social Media-like features - by @ing someone, I can easily loop multiple people in on projects in more of a laid-back tone/atmosphere.
  • Notifications sent via email - I never miss a comment or assignment because of this.
  • Difficulty setting up - While I can't speak to this specifically, it seems to be difficult to add to everything this platform has to offer.
While this platform may require someone who has prior knowledge with it to set everything up correctly, this is essential for any company that needs everyone on the same page. This is a great platform to have.
Read Brandon Mitchell's full review
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February 05, 2019

Salesforce Service Cloud for the win!

Score 10 out of 10
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Verified User
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Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.
  • Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
  • Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
  • Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
Salesforce Service Cloud is excellent for managing your customer service and support cases. For example, we use it when we need to keep track of issues that are raised by our Suppliers so that we can reach out to our Buyers and resolve any discrepancies. These cases are then tied to each Account and Contact associated with the support transaction and it makes it very clear and easy to track who is doing what with the request. Salesforce Service Cloud also does an excellent job of helping us automate the mundane tasks needed to capture key information and ease the workload off of our agents by providing easy to use macros/quick texts and flows that automatically fill in the necessary fields on the back end. Our agents don't need to waste time or energy worrying about data entry and can instead focus on their core skills of helping out customers.
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October 08, 2018

Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment

Score 10 out of 10
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Verified User
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We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.
  • Service Cloud is easy to use whether you're inputing data or trying to access it.
  • By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
  • The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
  • Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
  • Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
  • Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.
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December 22, 2018

Another Great Salesforce Product!

Score 9 out of 10
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Verified User
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Our company uses Salesforce Service Cloud for our customer support department. They use it to log cases and track work efforts. They also use the live chat function to support our customers who prefer to chat over phone support.
  • Service cloud is great for logging cases and tracking support effort.
  • Live chat is easy to set up and provides a good chat experience for customers.
  • Salesforce makes it easy to report on chat and casework so you know the top support issues you have.
  • I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box.
  • Salesforce Service Cloud is still missing some features in lightning.
  • They need to make it easier to automate the changing of Omnichannel status.
Service cloud is great for customer support centers looking to streamline the support experience. They have case logging, live chat, and the ability to create a knowledge base for your support staff and customers.
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Jessie Mead profile photo
April 13, 2018

Salesforce Service Clears the Clouds!

Score 9 out of 10
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Service Cloud is being used by multiple divisions within our umbrella of 12 companies at the national financial firm. We use it as the central help desk for the entire enterprise (~1,000 nationwide employees). Having the ability for a single email to disperse employee requests to the correct regional IT department is extremely helpful in addressing issues quickly. We also use it for other departments (such as compliance, facilities, retail) in a similar aspect, in which there is a single email for the enterprise to submit forms or emails to the correct queue. Great for timeliness and audit tracking!
  • Splitting service processes into the respective channels as needed (helpdesk vs. facilities; Midwest vs. Central regions). It's nice knowing that the issue can be addressed by the correct channel on first try.
  • Communications are extremely effective - the ability to email back and forth and have it tracked on the correct ticket is great for auditing and training.
  • The Console view is great as it helps agents see their work in a single screen, and also having Knowledge and chat integrated adds an extra flare to the quality of service.
  • It would be nice to have inline coloring in list views to know who is changing or taking ownership of specific tickets as they are happening.
  • When posting comments, it would be great to be able to select whether or not to notify the case owner or contact upon save.
  • The emailing from an org-wide address gets a little tricky when people are trying to cc the full case owner. (example: facilities isn't the owner of the ticket, but is the queue - they would like to be notified as a queue any time communication happens to be aware of the current status).
Service Cloud is great for ticketing systems. If you have a form you want to make available to customers or employees, or if you want a general email (support, for example) to be accessed for help and direction - Service Cloud is perfect. You can send an email and know that the routing is what it needs to be, and build out the following process based on any of the criteria thereafter. If you are using Communities or some kind of website, you can set up forms to require certain fields be filled in (type, issue, etc.) - another great way for the ticket to make it exactly where it needs to go (and can even go through approvals if needed before making it to the new owner).
Read Jessie Mead's full review
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June 19, 2018

A huge advantage for transparency throughout our organization

Score 10 out of 10
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We use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.
  • Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
  • Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
  • Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
  • Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
  • Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
  • This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
    for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case.
  • Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
Service Cloud Is great for any scenario where case management is needed and seamless integration to the CRM is desired. Service Cloud and its features may be less useful for the commercial side of the organization, though I know some non-support users that use the Service Cloud setup for accessing all aspects of SFDC because they like the interface more than Sales Cloud.
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Hans Hong profile photo
January 18, 2018

Support business transformation with SFDC

Score 9 out of 10
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Verified User
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We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.
  • Case management and tracking customer interactions.
  • Integrations with other data sources to provide a 360 degree customer view when they contact us.
  • Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
  • Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
  • Performance can fluctuate in a shared environment.
  • Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.
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Steve Kim profile photo
January 18, 2018

Enhanced Customer Service Platform

Score 9 out of 10
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Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.
  • Robust set of features allowing efficient management of support cases.
  • Consolidation of disparate functions onto a single platform (Salesforce).
  • Extensive reporting and analytics.
  • Migration from classic to lighting was especially challenging.
  • Customization is available but not as easy as they make it out to be.
  • Different departments working within the platform requires delicate management so as not to disrupt processes.
Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.
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Patrick Slaven profile photo
September 14, 2017

Easy service center application for Salesforce based shops

Score 8 out of 10
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Service Cloud was the primary interface for all customer service and support activities with both our internal customer facing teams and external support staff. From there, customer data was managed and all calls, chats, emails, and support activities were tracked. We were attempting to find a single channel to manage these actions and create a queue of actions that need to be taken by the customer service team.
  • My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention.
  • I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
  • Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.
  • The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.
Salesforce Service Cloud, as its name suggests, is the easiest support and service management system for organizations already using Salesforce. If you have a different CRM, there may be better solutions. We were never able to find a better solution at the price or that matched the native integration with Salesforce's database.
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Jack Pennuto profile photo
December 19, 2017

Service Cloud Corrals Manufacturers' Service Requests

Score 9 out of 10
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Verified User
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We utilize Service Cloud to organize all of our Aftermarket Service inquiries that come through email or website form submissions. These inquiries become cases, which are assigned and handled by our internal team of aftermarket support personnel. The creation of cases enables us to organize inquiries across all our personnel, so that they can each have visibility into who is working on what, avoid multiple people working on the same request, and have a record of the customer interaction, for follow up, if the initial assistance does not completely solve the customer issue.
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
  • Case Creation.
  • Linking cases to accounts and contacts.
  • Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
  • If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution.
  • Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two.
  • Better notification and identification of new messages on Cases when a user is in Lightning.
It is well suited if you have service support that is tackled by multiple personnel, and personnel that are distributed across multiple locations. This will help in administering of cases and loading of case volume across personnel.
Service Cloud is less suited if your organization has a low volume (a couple a day) of service support inquiries and if the requests are highly redundant or always resolved in a single interaction.
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Brandon Schroth profile photo
November 09, 2017

Salesforce Service Cloud

Score 7 out of 10
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It is used to combine all of our different offices globally to connect our leads, data, and accounts. It makes it extremely easy to look into the whole company's activity instead of having separate CRM's around the globe and helps our sales reps not touch each others accounts. It makes thing a whole lot easier.
  • Improves support
  • Organization
  • Integration
  • Ease of use
It is well suited for big companies because it helps with insight for the higher ups and gives you full view throughout the whole company and give great data. It might not be the best for smaller companies or start up's due to expense and might be a bit more than needed.
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Stephen Wilson profile photo
September 11, 2017

Service Cloud, More than just a Silver Lining.

Score 9 out of 10
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Service Cloud is used across the breadth of our company, from Billing to Sales to Service Delivery, Support and Training. It allows our company to manage support case flow, track billable activity, and for general service delivery. Prime use is with our support case ticketing system, but we have found that it is an excellent way to allow client submission for service requests as well that can be reported, tracked to completion, and billed. It also allows integration into Customer Success SAAS technologies such as Totango.
  • Flexible reporting options. Really helpful for tracking flow of support and services in an organization.
  • Ability to design workflow of cases for many different types of internal/External scenarios, such as billing, and internal offerings.
  • Ability to integrate with other third party applications, especially in the app exchange.
  • UI could be refreshed to be a little more aesthetically pleasing.
  • Need a bit more ability to add custom time reporting options. They cover about 90% of your use cases. Would be nice to allow saving of custom time reporting parameters.
  • Clearer way of joining reporting objects from different areas.
Really great if you are looking for a way to tie in support and services with your SFDC implementation without tacking on multiple different vendor technologies. This is a core business function and should be kept in your core tool, Salesforce, if at all possible. Less appropriate for smaller business operations.
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February 02, 2018

Service in Salesforce

Score 10 out of 10
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We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels for all customer communication.
  • Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
  • The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
  • Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
  • Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience.
  • When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email.
  • Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.
Salesforce Service Cloud is well suited for any company, regardless of size, that wants to bring customer communication into one place, monitor the progress of those service cases, and/or direct users on next steps in a process. If a company is merely wanting to monitor 1 channel of communication there are other products that are far less capable than Salesforce that can allow the function, but you would be boxing yourself in for future growth.
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January 30, 2018

Salesforce Service Console

Score 10 out of 10
Vetted Review
Verified User
Review Source
As a consultant, I implement Service Cloud for other organizations. These organizations utilize the Service Cloud for being able to manage their caseload through the service cloud console and other features that are available to them. They get inbound cases through emails and there are auto-assignment rules that give each service rep a notification letting them know a relevant case has been submitted. They also get inbound cases through LiveAgent which is their online chat channel, allowing users to connect quickly with service reps and find solutions quicker than submitting an email case.

  • Salesforce Service Cloud console in lightning experience is awesome
  • Service Cloud console also allows for case auto-assignment and case queue's which is super helpful
  • LiveAgent is an awesome addition to Service Cloud
  • Lastly, nonprofits get 10 free service cloud licenses, so sweet.
  • Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations
If you're an organization or business that has any functioning 'support' team, this tool will greatly improve your case management, team collaboration, available resources, and case turn around time. I have nothing but great things to say about salesforce service cloud, it is the best service and case management tool I've ever seen and used.
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December 13, 2017

Great if you don't need business intelligence

Score 8 out of 10
Vetted Review
Verified User
Review Source
Actually, it allows CSR to work on cases concurrently which increases their efficiency. Salesforce Service Cloud enables better case management. It gives the functionality of live agents. Although you need another license for it. Currently, we are using service console to show the products, contracts to CSR users.
  • It allows better Case management. It allows CSR users to work simultaneously on multiple cases
  • It provides a self-service option. Customers can search the knowledge articles themselves
  • IT helps in reducing the customer support cost
  • Salesforce has modularized costs for everything.I believe everything should be under one license
  • We cant use custom fiscal years in new forecasting
  • Monitoring tasks require users to run the report
For case management, Salesforce is one of the best platforms.You can increase the productivity of your service agents. It is not suited if you don't have staff trained on Salesforce.You need expert Salesforce trained staff for handling issues. Business intelligence is a bit lacking
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Feature Scorecard Summary

Organize and prioritize service tickets (31)
8.9
Expert directory (22)
7.9
Subscription-based notifications (28)
8.5
ITSM collaboration and documentation (22)
8.7
Ticket creation and submission (31)
9.1
Ticket response (30)
9.0
External knowledge base (25)
9.0
Internal knowledge base (27)
8.6
Customer portal (22)
8.9
IVR (16)
8.5
Social integration (21)
8.9
Email support (30)
8.9
Help Desk CRM integration (25)
8.7

About Salesforce Service Cloud

Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.


Categories:  Help Desk

Salesforce Service Cloud Features

Has featureLighting Console
Has featureKnowledge Base
Has featureLive Agent
Has featureSocial Customer Service
Has featureIn-App Support
Has featureService Wave Analytics
Has featureMobile Support
Has featureCustomer Communities

Salesforce Service Cloud Screenshots

Salesforce Service Cloud Integrations

Salesforce Service Cloud Competitors

Pricing

Has featureFree Trial Available?Yes
Does not have featureFree or Freemium Version Available?No
Does not have featurePremium Consulting/Integration Services Available?No
Entry-level set up fee?No

Salesforce Service Cloud Technical Details

Deployment Types:SaaS
Operating Systems: Unspecified
Mobile Application:Apple iOS, Android, Windows Phone, Mobile Web
Supported Countries:Canada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland
Supported Languages: English, French, Portuguese, Japanese, Spanish