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Salesforce Service Cloud

Salesforce Service Cloud

Overview

What is Salesforce Service Cloud?

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

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Recent Reviews

Salesforce Service Cloud overview

9 out of 10
May 08, 2023
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket …
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Service in Salesforce

10 out of 10
June 24, 2022
Incentivized
We use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels …
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Awards

Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards

Popular Features

View all 13 features
  • Email support (67)
    9.3
    93%
  • Ticket creation and submission (66)
    9.2
    92%
  • Organize and prioritize service tickets (66)
    8.8
    88%
  • Ticket response (65)
    8.8
    88%

Reviewer Pros & Cons

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Pricing

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Starter Suite

$25

Cloud
per month

Professional

$80

Cloud
per month

Enterprise

$165

Cloud
per month per user

Entry-level set up fee?

  • No setup fee
For the latest information on pricing, visithttps://www.salesforce.com/products/ser…

Offerings

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

Starting price (does not include set up fee)

  • $25 per month
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Product Demos

Salesforce Service Cloud Tutorial | Service Cloud In Salesforce | Salesforce Training | Simplilearn

YouTube

Salesforce Service Cloud Voice Demo | Salesforce

YouTube
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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.8
Avg 7.9

Self Help Community

Features that allow customers to self-service for support issues.

9
Avg 7.7

Multi-Channel Help

Features related to providing customer service and support via different communication channels. Communications are organized by ticket/customer/channel for the convenience of agents.

8.9
Avg 7.7
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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

Incident and problem management Features

  • Supported: Organize and prioritize service tickets
  • Supported: Expert directory
  • Supported: Subscription-based notifications
  • Supported: ITSM collaboration and documentation
  • Supported: Ticket creation and submission
  • Supported: Ticket response
  • Supported: Automated responses
  • Supported: Attachments/Screencasts
  • Supported: SLA management

Self Help Community Features

  • Supported: Forums
  • Supported: External knowledge base
  • Supported: Internal knowledge base
  • Supported: Q and A
  • Supported: Surveys/polls

Multi-Channel Help Features

  • Supported: Customer portal
  • Supported: Live help chat
  • Supported: Phone support
  • Supported: IVR
  • Supported: Call scripting
  • Supported: Social integration
  • Supported: Email support
  • Supported: Help Desk CRM integration

Additional 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

Screenshot of Workflows and OrchestrationScreenshot of Service CatalogScreenshot of Contact Center

Salesforce Service Cloud Video

Salesforce Service Cloud in 100 Seconds

Salesforce Service Cloud Technical Details

Deployment TypesSoftware as a Service (SaaS), Cloud, or Web-Based
Operating SystemsUnspecified
Mobile ApplicationApple iOS, Android, 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

Frequently Asked Questions

Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.

Salesforce Service Cloud starts at $25.

Verint Messaging, Freshdesk, and Helpdesk Pilot are common alternatives for Salesforce Service Cloud.

Reviewers rate Email support highest, with a score of 9.3.

The most common users of Salesforce Service Cloud are from Mid-sized Companies (51-1,000 employees).
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Comparisons

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Reviews and Ratings

(367)

Attribute Ratings

Reviews

(1-25 of 48)
Companies can't remove reviews or game the system. Here's why
Naveen Gabrani | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We have implemented Salesforce Service Cloud for several clients. Salesforce Service Cloud is used to by support teams. It provides out of the box features related to Managing Cases, knowledge base of articles. It provides out of the box functionality for managing case assignment and case escalation. In addition by using standard Salesforce platform features like Flows, Apex and LWC, it is possible to automate the functionality based on business needs. The standard platform also includes out of the box reporting and dashboard features. Using Salesforce Service Cloud medium to large Support organization can increase productivity, as they can get all the customer details (like products purchased, prior cases) as they respond to support tickets. In addition the support agent have access to appropriate knowledge articles related to the Case.
  • Case Management
  • Knowledge Management
  • Automations using Salesforce Platform features based on business needs
  • Customization using the Salesforce platform features like Flows and LWC
  • Extensive information available and online training through Trailhead, which makes it easier for new people to learn the product.
  • Like any large product, it can be complex for new person to build expertise on Salesforce Service cloud
  • The Starter Suite (Group Edition) and Pro Suite (Professional Edition) have limited features related to customizing the platform
  • The Enterprise edition which is very powerful and flexible can be pricey for small businesses.
Salesforce Service Cloud is a very powerful and customizable product. It is easy to use. Built on the standard Salesforce platform, the product can be customized to do almost anything that a business might need. It helps organizations increase productivity of support staff by providing better response time and also better quality of case resolutions. Also it has features to manage and review performance of support staff based on company metrics. It is well integrated with other Salesforce products like Sales cloud and Experience cloud. Very small businesses may find the product pricey. Also Salesforce admin or consultant might be expensive for small businesses to onboard.
Steve Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce on our team to manage our highly confidential customer database. We store their contact information, notes from interactions and conversations, and details about the client and their needs or requirements. This platform allows us to keep all the data in one place, available on the cloud to be accessed from outside the workplace on the go. The reminder/task system is really helpful for working as busy individuals and as a team.
  • Cloud based storage.
  • Consolidate data.
  • Create a meaningful database that can be easily accessed.
  • A free trial would be extremely valuable to customers who are not able to commit to a full plan.
  • The pricing of this program is not priced competitively with other similar services.
  • Can be quite time consuming to maintain.
  • Not user friendly if you aren’t tech savvy/familiar with software.
This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
Salesforce Service Cloud is a great tool to use within our organization as it has a very easy-to-use interface, can easily track our tasks and add notes and details if needed, as well as vast integration with other third-party apps. This makes it very easy to update a client record within the system and be able to view it in different formats whether through a desktop, mobile, tablet, etc.
  • 3rd party app integration
  • Easy-to-use interface
  • Great customer service
  • None at this time
Salesforce Service Cloud can be customized to an organization's needs. The customer support team is also very helpful in aiding with customization.
Score 10 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Service Cloud for both internal employees and for external partners. It works out great for both because it's so flexible and can change based on the demands of our business. Our internal teams use it both from a customer service level (working cases, emails, tasks, etc.) and our project team uses it to track work in the system and support our agile methodology.
  • Allows us to make changes quickly and with relative ease
  • Can be flexible enough to use among several teams who do very different work
  • Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system
  • Sometimes documentation on new features can be slow to come out or might not be clear
  • Their Support team is sometimes difficult to work with (lots of back and forth and time consuming)
  • It is often hard to keep up with all the new features due to their 3 releases a year, it can be overwhelming if you are a solo person or on a small team
Salesforce Service Cloud is well suited for customer support teams who work many different channels - emails that come in from customers, support cases customers might submit on your site, or chatbot if you have this enabled in Experience Cloud. It provides options for approvals and tracking of SLAs which is especially helpful for larger customer service teams. It may not be suited for teams where a lot of their work comes from external systems or outside sources if you have a small technical team or a limited budget, since it would involve setting up a lot of integrations.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use it primarily for our insurance brokerage team to manage their pipeline for new business and renewal applications, to manage their emails/interactions with our clients, and to change the statuses of the applications. Additionally, we also use it as a data storage for additional documentation and compliance related items
  • It is organized, the Kanban view is useful
  • The interface can really be customized
  • The communications system inside Salesforce is helpful and you can tag and notify your teammates
  • Because the interface is so customizable, it can be difficult to know where to look for different settings
  • The support team could be more responsive, depending on what type of package you purchase they can take long to respond
  • It takes some time to ramp up use of the platform and lots of internal tutorials to our brokerage team as admins
It is very useful in having all your things in one place, being able to filter through them, and managing your pipeline this way. Where we found some additional problems was syncing Salesforce bidirectionally with our internal tooling, because there was a lot for our engineering team to build and get involved with, which isn't necessarily ideal in our use case.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Service Cloud to manage customer support cases, implementation projects, and manage several customer communities for different brands. We need tools to manage replies with customers, SLAs, and an integrated knowledge base for solving cases. Our goal is to reduce case volume, so built-in case deflection, e.g., article suggestions, is important.
  • The knowledge base is integrated into the case solving workflow
  • Queues can be maintained for different product areas and cases can be routed efficiently
  • Good reporting features to see where our problem areas are
  • Knowledge base is very poorly implemented — authoring, reporting, categorizing are time-consuming and clunky
  • Permissions are confusing — we are frequently asking our admins to adjust user permissions so they can see what they need
  • We have had to custom build several things that should be out of the box, e.g., rich text fields for case input (!), milestones (SLAs), case followers
Salesforce Service Cloud is good as an integrated CRM and that goes a long way. Implementing specific tools such as the integrated knowledge base, milestones, case followers, and more has been clunky and far behind other solutions we've used. The integration really goes a long way in supporting my "7" rating. If I took that away, I'd give it more like a 4 or 5 for its clunkiness and missing features.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Service Cloud as our CRM platform. We create person accounts, cases, and orders. In addition, we also use Knowledge to attach technical information for our reps. Having this one pane of glass makes it simple for our reps to get a view of the latest happenings for our customers. This in turn gives them the ability to efficiently address customer concerns.
  • View all customer details (cases, orders) in one pane of glass
  • create workflows to update fields, statuses, and create records
  • Update customer information (address, contact info) easily
  • Ability to edit stock report types
  • Easier access to data import wizard
  • easier to share report folders with specific people
Salesforce Service Cloud does a very good job of giving a 360 view of a customer in a single pane of glass. You can easily go from account to cases, to activities, to orders. This makes it easy to provide customers quick feedback and answer al their questions. In addition, easy access to knowledge gives agents easy access to important information.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce Service Cloud in a few ways. It's mostly used as an email ticketing and case management system. Our customer support teams can access the different cases and respond timely. We also have it integrated with our phone system so the teams can get access to the records and respond.
  • Helps customer service manage cases
  • Provides efficient support where anyone can see contact info
  • Centralizes customer interactions
  • Better out of the box reporting
  • Deduplication
  • Expensive
Salesforce Service Cloud is well suited for us a in a few ways. We have a lot of email communication and cases so the Service Cloud helps us to manage this. We can respond quicker and set priorities for high to lower. Sometimes the searching can be challenging or duplicates.
Score 9 out of 10
Vetted Review
Verified User
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket generation, routing workflow, escalations, time and communication logs, knowledge repository, and resolution.

It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
  • Automation and digitization of service management
  • Improving customer satisfaction post sales
  • Increasing the efficiency of service organization and reducing service resolution time
  • Better field service capabilities
  • Better/ more competitive pricing
  • Pre-built CTI offering
- Heavy volumes of tickets/ support workload
- Audit trail of all dispute resolutions and customer history
- Can be easily configured as per business requirements
- Integration agnostic with 3rd party systems like CTI, ERP, other external systems

Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We use Salesforce for ticketing purposes and for change requests. At present, the entire organization uses it for communication and information on service desk calls. The scope is mainly in Incident and Problem Management in the ITIL lifecycle. It is also used for auditing purposes and quality assurance by the senior management.
  • A good interface for service calls.
  • Easy to communicate with the users.
  • Detailed view of change requests in one page.
  • Search function could be better.
  • The list view for the ticketing queue could be improved.
  • Arrangement of fields in a ticket could be a bit more concise.
It is a very useful tool for communicating with all the stakeholders involved in a production release or a standard change. Also tagging users to a particular ticket for additional information or assistance is quite simple. It allows uploading attachments easily for more clarity on the change requests and the issues being faced by users.
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Helen Kinnear | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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.
Clara Mediavilla Rizzo | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Incentivized
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.
Natalia Shlykova | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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
Incentivized
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 21, 2021

Powerful CRM tool

Score 9 out of 10
Vetted Review
Verified User
Incentivized
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
Incentivized
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.
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Incentivized
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.
Score 8 out of 10
Vetted Review
Verified User
Incentivized
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?
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Kurt Johansen | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User
Incentivized
Currently being used organization wide. It addresses a uniformed CRM to be used across our Sales and Service departments as well as Warehouse and Administration. It solves a lot of cross-department functionality concerns with multiple programs per department running. This brings everything under 1 roof.
  • Customization for business-based needs.
  • Self-Help/Learning portals are a huge resource.
  • Sell based on possibilities. The promise of POTENTIAL greatness.
  • They do not disclose the extreme costs to a business.
  • 'Out of the Box' functionality is never showcased by SF or any vendor.
  • Very poor support.
If 0 was an option, it would be selected. The exponential cost to get Salesforce instance, in ANY capacity or product, to function as you as a customer were showcased, expected or desired is always hidden from you until after you sign a contract. 3rd Party partners are your reliance for all work and are not accountable for the work they do or DON'T do, contract or otherwise. SF does not hold its contracted partners accountable for their failings.
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