Salesforce Service Cloud

Salesforce Service Cloud

Top Rated
About TrustRadius Scoring
Score 8.3 out of 100
Top Rated
Salesforce Service Cloud

Overview

Recent Reviews

At Your Service Cloud

8
September 20, 2021
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 …
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Useful but complex

7
April 29, 2021
I am using Salesforce Service Cloud during QA. It is being used by a single department. It traces and rates the quality of your job. It is …
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Flexible, simple and future proof!

10
April 28, 2021
We use this across our entire enterprise. This supports all customer web support, direct customer support, internal support, and tracking …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2022
TrustRadius Award Top Rated 2021
TrustRadius Award Top Rated 2020
TrustRadius Award Top Rated 2019

Popular Features

View all 13 features

Organize and prioritize service tickets (55)

8.2
82%

Email support (56)

8.0
80%

Ticket creation and submission (56)

7.9
79%

Ticket response (55)

7.9
79%

Reviewer Pros & Cons

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Video Reviews

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Pricing

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Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttp://www.salesforce.com/service…

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

Starting price (does not include set up fee)

  • $65 per month

Features Scorecard

Incident and problem management

7.6
76%

Self Help Community

7.0
70%

Multi-Channel Help

7.6
76%

Product Details

What is 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.


Salesforce Service Cloud Features

  • Supported: Lighting Console
  • Supported: Knowledge Base
  • Supported: Live Agent
  • Supported: Social Customer Service
  • Supported: In-App Support
  • Supported: Service Wave Analytics
  • Supported: Mobile Support
  • Supported: Customer Communities

Salesforce Service Cloud Screenshots

Salesforce Service Cloud OverviewSalesforce Service Cloud - Customer CommunitiesSalesforce Service Cloud - Agent ConsoleSalesforce Service Cloud - Live AgentSalesforce Service Cloud - Wave AnalyticsSalesforce Service Cloud - Social Customer Support

Salesforce Service Cloud Videos

Salesforce Service Cloud Overview
Stanley Black & Decker Service Cloud Customer Story
Facebook Service Cloud Customer Story

Watch Welss Fargo Service Cloud Customer Story

Salesforce Service Cloud Integrations

Salesforce Service Cloud Competitors

Salesforce Service Cloud Technical Details

Deployment TypesSaaS
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, Windows Phone, Mobile Web
Supported CountriesCanada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland
Supported LanguagesEnglish, French, Portuguese, Japanese, Spanish

Comparisons

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Frequently Asked Questions

How much does Salesforce Service Cloud cost?

Salesforce Service Cloud starts at $65.

What is Salesforce Service Cloud's best feature?

Reviewers rate Organize and prioritize service tickets highest, with a score of 8.2.

Who uses Salesforce Service Cloud?

The most common users of Salesforce Service Cloud are from Mid-sized Companies (51-1,000 employees) and the Computer Software industry.

Reviews

(1-25 of 62)
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Mohammad Rashid Raza | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
We are using the Salesforce service cloud for a chatbot or instant messaging service on our portal, and also we are creating customer service requests or tickets to answer their queries and issues. We have implemented web2form to automate the process of ticket creation, as soon a user fills and submits the form, a ticket gets created in the service cloud and assigns it to the respective group for further action.
  • Web2Form helps us and save our effort to create form and submit it. Using simple web2case we are submitting the form to service cloud and generating a service request for user.
  • Chatbot and instant messaging service
  • Identifying error on the system for triggering the query or ticket creation is complex
  • Easy navigation can be possible
For customer service and logging the ticket for customer support.
Instant messaging service.
Integrate with Salesforce Commerce Cloud for user information
Web2Case or Web2Form to generate and make a form live
September 20, 2021

At Your Service Cloud

Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is being used in conjunction with Salesforce Community to deliver the management and verification processes of a known user group for one of our central government clients. We have integrated Salesforce with other third party systems with ease and developed a robust end to end process workflow for our clients verification process. All contact history is captured against each account as well as processing case notes and automatically generated, outbound are emails. Self service for our client is delivered using the standard authentication features of Salesforce Community which then links directly to Salesforce Service Cloud and any changes to our clients data is instantly captured and processed accordingly.
  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
  • You need to fully understand the data model to make implementation simpler.
  • Reporting can be challenging if you are after status at historical points in time.
  • Some features can be cost prohibited
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes.
If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.
Score 9 out of 10
Vetted Review
Verified User
Review Source
It's used across multiple support and onboarding teams to support our customers. We use it to answer customer-related incidents and work requests. It's also used to updated and manage customer information based on work requests.
  • The ability to open tickets from emails.
  • Link multiple related tickets.
  • It lacks a global search option.
  • I wish it could structure incoming client requests.
Service Cloud allows users to automate service processes, streamline workflows and find articles, topics, and experts to support the agent.
It's less appropriate when tying up similar cases or even allowing knowledge sharing across tickets.
However, any changes require a lot of effort and usually need to engage consultants which gets expensive.
Very prompt service and tons of material available to come up to speed. The community is very strong.That is a lot of material on the Internet that you can access as well as a community that one can refer to if you need help right away. I am very satisfied.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud allows our company to work effectively and efficiently across the globe and in different time zones from joint inboxes. It allows our teams to have full visibility overall internal and external communications. It enables our managers to obtain a full picture of team workload and performance using the dashboard and report building features. Salesforce makes it easy for every department to collaborate and to share and store information essential to daily operations.
  • Accessibility: Our teams are able to work in all time zones all over the world as long as they have an internet connection. It has allowed us to expand globally.
  • Collaboration: It enables our teams in all departments/regions to access the same information/data and work from shared inboxes/cases.
  • Navigation: Salesforce is very user-friendly, easy to navigate and train new starters on. It allows us to be process-driven and efficient.
  • Set-Up: Building and set up can be time-consuming. Report building can also be complicated.
  • Omnichannel: Omnichannel feature can be glitchy, users often find assigned work disappears from inboxes if the user loses internet connection or opens a new tab.
Salesforce Service Cloud is suited to a wide range of businesses that need to communicate both internally and externally effectively. Working with Salesforce has ensured that remote working is effective and efficient as team stats and performance can be tracked and dashboards and reports built so individuals and teams can monitor performance. It allows us to track customer data and store it securely. Salesforce works well with both small and global businesses as it can be built/adapted to suit the needs of users. It may not be suited to those who do not have extensive communications with customers/clients.
April 29, 2021

Useful but complex

Score 7 out of 10
Vetted Review
Verified User
Review Source
I am using Salesforce Service Cloud during QA. It is being used by a single department. It traces and rates the quality of your job. It is basically a CRM, advanced technology for managing the company relationship and interactions: this means that it improves business relationship[s] in order to grow your business (and your skills).
  • It helps you focus on your organization’s relationships with individual people — in my case colleagues
  • It provides support and additional services throughout the [colleague's] relationship.
  • It improves communication and support
  • Not so easy to manage
  • [The] interface seems a little bit complex (unnecessarily)
I think the idea behind a CRM is amazing. In this case, we have a product that can be a little bit [tough] to manage and the learning curve seems [never-ending]. Salesforce Service Cloud is useful because it lets you establish and set up connections in [real-time], especially in [a] big company. It traces everything (I am using this product during QA). I do like the [real-time] notification and the white interface. But it takes too long to make anything happen on Salesforce Service Cloud: [sometimes] it adds complexity to your job process.
Score 10 out of 10
Vetted Review
Verified User
Review Source
We use this across our entire enterprise. This supports all customer web support, direct customer support, internal support, and tracking of all support.
  • Easy to manage across multiple incoming lanes.
  • Flexible for our changing service requirements.
  • Customizable to each user experience.
  • More pre-built customer portal options.
This is a great solution for any customer that requires a 360-degree view of all their customer interactions. This platform also allows teams and/or divisions to have unique requirements and workflows to support different lines of business. We also have the option of creating different customer experiences based upon their specific support solutions.
Peter Vadelnieks | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Review Source
Service Cloud is being attempted to be used as a customer facing support tool. It does not solve any problems and in fact creates more as it is not a proper tool to be used for customer facing support inquiries. This is being used by a few teams within my company and others are trying to expand its usage.
Salesforce works as a Sales CRM, any other uses of it as absolute garbage. If you want to build a customer experience this is the absolute worst tool to use, use a real tool like Zendesk.
Score 10 out of 10
Vetted Review
Verified User
Review Source
Our company utilizes Salesforce Service Cloud to manage our sales pipeline, current customer data, as well as customer support issues. Our sales team uses Salesforce to build and manage a pipeline of new business. They also utilize Salesforce to manage existing customers and ensure their needs are being met. Our support department utilizes Salesforce to manage support issues. Since both sales and support data is in the same place it is easy to see each departments' actions and if the other is actively working with a client.
  • Salesforce manages customer data well. It is easy to add/update customers.
  • Salesforce manages support cases well. It is easy to create history of tickets and see what is happening as well as report on this information.
  • Salesforce makes reporting very easy. You can create reports for just about anything and can present the results in an easily digestible manner.
  • Salesforce is highly customizable. Need a field or value to track, no problem to add it where you want it and access it when you need it.
  • Salesforce makes reporting very easy. See the current and prospective pipeline in just a few clicks.
  • Billing is a challenge with Salesforce, it is not clear and not easy to access.
  • The contract for Salesforce Service Cloud is always difficult and requires negotiation each year.
  • The tiers of product are to large, if you want one feature from the next option up there is no way to get just that feature, you have to purchase the entire next option just for one feature.
Salesforce Service Cloud is a great option for those who want to manage customer data. It definitely works well if you have a large amount of data to manage. It is also very nice if you are looking to integrate with other apps like sales apps, email apps, or marketing apps. I would recommend those on a budget or who do not have a large amount of data look else where since it can be expensive.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is used all across the whole organization, from sales to customer service. Salesforce address all the daily needs that we face as a global organization. So, we can efficiently work without spending too much time on administrative/back-end tasks. That's how you can keep a more client-oriented mindset all across the company.
  • Create accounts.
  • Save contacts.
  • Edit information easily.
  • All good. Nothing to highlight.
It is well suited for all the administrative tasks you need to register in a Sales/CRM/Marketing system so you can keep track from prospects, clients as companies and students particularly. Also, it is really well suited to add next steps or tasks to do for the future or for other colleagues from different teams. In that way, everyone is on the same page, and no one misses information when working on a global project.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Score 3 out of 10
Vetted Review
Verified User
Review Source
We are using it only for customer service support. However, we do not use the CRM (Customer Relations Management) portion. This means we use it for phone, email and chat and it assists us in multiple countries. It is our main line for customer support.
  • We can use it to support our customers worldwide.
  • It collects the data in reports so we can analyze overall customer support.
  • It maintains the customer records so we can review the history.
  • Customer service is extremely poor in that the departments won't communicate. Rather, the customer is expected to keep the ball rolling.
  • We tried to utilize their surveys but they don't supply the report. So customers can complete a survey but we can only review by line item. Customer service confirmed this.
  • We may use a feature one day and it is gone the next. For example, we cannot use Macros now and they cannot commit to when the issue will be remedied.
It is well suited to collect the basic data we need and it maintains phone, email, chat info. They have confirmed they are HIPAA compliant with the data and that is very important. But, their customer service is seriously disjointed. It is understandable that an issue must be escalated to the next department but that should be done internally without expecting the customer to do so.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Salesforce Service Cloud as a database of our students in an online school. We also use it to record each contact with them. It is comfortable to keep and share all information and updates with other departments of our company from all over the world because it used by people from managers to student advisers.
  • User friendly.
  • Fast technical support.
  • Trustful brand.
  • Rare bugs of saving updates.
  • So many updates which sometimes disorient me from known routine.
It is a good platform to resolve customer service needs. I find it comfortable for daily work to record all updates of the progress of my students and the calls or other contacts which I made with the students or which made by somebody else. It is updating in real time which makes easy to use it with other people from company without missing any task.
Score 7 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is used across all departments within the technology business of our organization. It is used as a ticketing system to assign support tasks to the right groups and individuals. Time spent is tracked and reported on. Support specialists can manage and prioritize their queue and keep track of support cases that can be open for lengthy periods of time.
  • Customizable templates for specific support flows.
  • Time track reporting and other reports.
  • Easy queue management.
  • End users find opening a ticket cumbersome.
  • Too many communication options sometimes makes communication unwieldy.
  • There should be an option to pause time during a Waiting (Internal) state.
Salesforce Service Cloud is well suited for organizations that are looking for a robust ticketing system, detailed reporting and time tracking features. Easy to track time spent supporting customers and can use the reporting to bill the customers efficiently. The customizable templates make it easy to adopt Service Cloud if your company has many different support teams with different support flows.
Score 9 out of 10
Vetted Review
Verified User
Review Source
At present, Salesforce is used by virtually all teams within our company. To begin with, we originally rolled this out within our client-facing teams as a general CRM, however over the last two years, our usage has expanded to most departments within the company. This has allowed better inter-departmental communication and cohesion.
  • User friendly interface for employees to use.
  • There are so many add-ons you can utilise depending on what suits your business needs.
  • Great reporting functions which can be used by non-tech people!
  • Generally very customisable.
  • Can be quite slow if you have more than one tab open.
  • Occasionally there are glitches in the reporting.
  • Although the increased functionality is great, this can initially be overwhelming for users.
Salesforce is generally a great product not only for communicating with clients but also for case handling between teams. It is quite tricky to define a scenario where it would not be useful, as the level of customisation available makes it suitable for most businesses. If you are a small company just starting out the software may provide too many unnecessary functionalities.
Score 9 out of 10
Vetted Review
Verified User
Review Source
Salesforce [Service Cloud] is great for managing customer interactions ranging in issues from customer service to complex needs. The fields are very customizable that you can tailor to your specific business needs. A nice feature is that you can access the service cloud directly from your email inbox. This also creates a log so that all communication with customers can be kept as a record. This can be used by others within the company to review any correspondence prior to engaging with the customer.
  • Very integrated service cloud community which enables users to help eachother
  • There is a mobile application that allows you to manage customers from any device
  • Live agents are available to chat is you need support
  • Licenses can be expensive
  • Steep learning curve that requires training to understand all the features
  • Data entry can be time consuming due to all the feature sets
[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
April 23, 2021

Great tool

Pierre-Yves Morin | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source
[Salesforce Service Cloud] started as for one specific department which was the account managing department, it then slowly started going to the guest experience team then sales.

A great tool to have to share information about your clients, notes, email etc.
  • Share information
  • Store data
  • Quick find on multiple cases
  • It can be very slow
  • Need more training material
  • More personalisation
I would say [Salesforce Service Cloud] would only need to be used by big corporation where data is essential. Very small startups really do not need it.
April 23, 2021

Best CRM Ever

Suresh K.S Kumar | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source
CRM has never been easy before. I see the era as before and after Salesforce. Especially with cloud, one certainly doesn't need to worry about hosting your data in a safer place. It is taken care by [Salesforce Service Cloud]. The problem it definitely fixed is integration with other contact center platforms. Ease of using APIs. The code behind can effortlessly bring the data for further manipulation.
  • Easy Integration
  • Well exposed APIs
  • Secure
  • Too much data in one window
  • Navigation
  • Browser compatibility
Although some Salesforce competitors provide APIs and plug-ins, none of them allow you to customize your user experience and deploy new tools and interfaces with little to no coding. Salesforce [Service Cloud] allows you to take advantage of our most recent innovations without the hassle of installing new software or training new employees. The Salesforce Customer 360 Platform lets you expand your capabilities beyond what Salesforce rivals can deliver.
Score 9 out of 10
Vetted Review
Verified User
Review Source
We are currently using Salesforce Service Cloud only in our service center. They handle calls and emails that come into our corporation. The users are able to easily navigate to the case records, contact records and activities that the interaction entails all while keeping all these records open on the same screen.
  • Console look and feel.
  • Many records opened at once.
  • Closing tabs with the keyboard shortcuts will sometimes close the browser tab.
Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area. I recommend it for anyone working with multiple clients at once also. This can be a handy tool when dealing with many Salesforce objects at once and servicing the records. Works well for any support role. I would not recommend for sales.
Every feature we have needed to have has, Salesforce Service Cloud was able to provide. We were ready to go out of the box and once we looked for additional features, they were already ready to install or in the build phase. The support was always helpful and able to put us in the right direction for any issues that had come up.
April 21, 2021

Powerful CRM tool

Score 9 out of 10
Vetted Review
Verified User
Review Source
We use Salesforce Service Cloud for our Information and Referral services. It allows our I&R specialists to serve our customers 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.
Score 10 out of 10
Vetted Review
Verified User
Review Source
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.
Salesforce does an excellent job of providing overall support for all of their products - Salesforce Service Cloud being one of them. The only reason why I wouldn't give them a 10 is because sometimes it can depend on the customer service rep who can miss out on the details of the ticket and keep asking for information already provided, or simply missing email responses. However, they are overall very easy to work with and quite responsive.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
  • Lightning experience, though modern, can be slow performing in the browser
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.
Salesforce support is responsive and with our level of enterprise has given us extra resources and help. But, standard support is very lacking and slow, often making you repeat yourself and not reading or understanding the information you initially put into support cases.
Score 8 out of 10
Vetted Review
Verified User
Review Source
Salesforce Service Cloud is currently being implemented for the entire organization, it will primarily be used for the service team. It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices.
  • Salesforce Service Cloud has cases that you can use to separate and organize any issues that your customers have, which is good because of traceability.
  • The reports and dashboards made from Salesforce Service Cloud are useful because we can use them to track how our workers are performing in service and metrics.
  • There is no proper work order.
  • There is also no feature where you can schedule any "service" time with internal workers and customers.
How do you organize your customer issues? How do you keep track of service metrics?
I would say score of 10 because SFDC Service Cloud gives all the objects that helps service team store information, edit information efficiently, as well as providing usable data for management in reports. They have Cases and Work Orders that are all very neatly pre-set for you by default so you can simply enter information such as customer info, schedule date, etc. That's why i recommend it. Not a lot of Service assistance platforms are easy to use whereas SFDC Service Cloud is easy to use as well.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Luckily I didn't need support help very frequently since Salesforce's support team is impossible to get in touch with. When we tried to reach out it would take days for a response, if we were lucky enough to get one.
Score 2 out of 10
Vetted Review
Verified User
Review Source
We chose to use Service Cloud after Desk.com was purchased by Salesforce and subsequently shuttered. Part of the Desk.com cessation was a push to move customers to Service Cloud. After much internal discussion, we decided it would be nice to have our entire help system within our main business portal.

It was our intention to offer customers a place to look up information and submit cases, possibly even communicate with each other in a forum.
  • Cases are highly customizable.
  • Workflows and custom fields can help categorize and target workload.
  • Integration with CRM keeps all information in one portal.
  • Incredibly complex to set up and configure.
  • Multiple points of potential failure.
  • Things Desk.com did out-of-the-box require customized code and components in Service Cloud.
  • Front-facing community is extremely difficult to configure and comes with many limitations.
  • No help is provided by Salesforce without expensive Premiere Support plans.
  • Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there.
There are several components to Service Cloud which I will address: Cases, Knowledge, and Community. Each of these has various pros and cons, although the cons far outweigh the pros. It's become an albatross around our company's neck, and I'm requesting our company decision makers to move to a different platform ASAP.
  • Cases
Cases is the basis of Service Cloud, and once you get accustomed to the workflow and interface, it can be quite useful. You can search for knowledge articles, email responses, or use case comments. Out of the box, Service Cloud is terrible, and it will not do what you want. There is a large amount of configuration you will need to do, from setting up email templates, creating workflows to mimic what other platforms do out-of-the-box, and even then you will encounter issues that impede your ability to communicate effectively with your customer. Out-of-the-box email-2-case did not work because we had an Email Service class installed for something else, which rendered the default email-2-case completely useless. So we need to create a custom email handler for cases. This also meant some of the native functionality was no longer going to work. We would end up having to write a ton of customized code, Lightning components, workflows, etc.
  • Knowledge
Knowledge is rather nice at first, until you start using it and discover the limitations imposed by Salesforce. Articles are limited to 131,000 characters, and that includes the HTML markup hidden to the viewer. This means your articles will end up having to be abbreviated or broken up into smaller pieces. We tried to host these articles externally, but there is no option to embed these inside the Article object. You can embed videos hosted on YouTube, Vimeo or DailyMotion, but that's the extent. Anything else will require a fully customized solution for displaying knowledge articles. It's a very basic knowledge solution. Salesforce offers a really strong knowledge base of their own, but it's almost certainly not running using Articles, because Articles is terrible.
  • Community
Communities is where your customers can go to search knowledge articles, communicate with support, and even create records in your org. It is quite customizable, which is laudable and appreciated. The ability to update and manage the community is relatively easy and can be done without much code.

Unfortunately, the issue comes up with Cases. There are components for displaying Cases, but unbelievably, there is no place for discussion of the case with the service agent. This is almost ludicrous. There are Case Comment related lists, but these are handicapped by artificial constraints. Customers can't view the entire case comment, because it is only a related list, and there's no ability to change this without creating your own Lightning component, which means additional development costs.

Ultimately, the overall impression of Service Cloud is an extraordinarily half-baked product which is nowhere near enterprise-grade, despite carrying enterprise-level costs.
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.