Salesforce Service Cloud Reviews

262 Ratings
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Score 7.8 out of 100

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Reviews (1-25 of 47)

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April 24, 2020
Kurt Johansen | TrustRadius Reviewer
Score 1 out of 10
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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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August 26, 2020
Anonymous | TrustRadius Reviewer
Score 2 out of 10
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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.
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March 04, 2020
Jonathan Tanis | TrustRadius Reviewer
Score 8 out of 10
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I would argue Salesforce is the best CRM option for most companies. However, I'm not sure it's always worth it. I believe you really need a managed partner available, or at least one full-time staff member that knows what they are doing. You can get it working on a shoestring, but not easily, and perhaps not as effectively. Coming from Zendesk, which mostly "just worked" and was about 30% of the cost, it can be a really good option.

We purchased Salesforce to get our data in better shape and have sales, marketing and service in one system, and our data is in far better shape than we ever saw with Zendesk or HubSpot.

It's hard to beat the level of customization available with Salesforce. If I want to do something, you can do it if you have the time or want to pay for something on the App Exchange. I think the larger the organization, the more likely I recommend Salesforce. The smaller, I might recommend HubSpot or Zendesk (which I've used in the past).
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February 28, 2020
Harry Fischer | TrustRadius Reviewer
Score 1 out of 10
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The only place I can think of it as being well suited is if you have a trunk full of cash ready to spend on customizations. Otherwise, it is a waste of your time and money.
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March 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

Obviously it depends on the colleague and their business needs but for a customer-facing business, Salesforce Service Cloud is extremely helpful and consolidates plenty of lengthy customer service functions.
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March 10, 2020
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Salesforce Service Cloud is well suited within our Customer Experience department and Supply departments. Customer Experience utilizies Service Cloud for tracking customer contacts and follow ups. Supply uses Service Cloud to manage client accounts. Customer Experience and Supply work together that much better because they can communicate through the prime visibility of Service Cloud.
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October 23, 2019
Anonymous | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

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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February 15, 2020
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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.
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December 29, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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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.
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December 03, 2019
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

It's well suited if the client is already using other Salesforce products as it will help them get a better, well-rounded profile of their customer. It may not always work if that is the only Salesforce offering the client is using.
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June 20, 2019
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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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 28, 2019
Rajat Sharma | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

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
Stephanie Chapman | TrustRadius Reviewer
Score 10 out of 10
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Likelihood to Recommend

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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February 04, 2019
Brandon Mitchell | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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.
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April 13, 2018
Jessie Mead | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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).
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January 18, 2018
Hans Hong | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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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January 18, 2018
Steve Kim | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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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September 14, 2017
Patrick Slaven | TrustRadius Reviewer
Score 8 out of 10
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Likelihood to Recommend

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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December 19, 2017
Jack Pennuto | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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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November 09, 2017
Brandon Schroth | TrustRadius Reviewer
Score 7 out of 10
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Likelihood to Recommend

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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September 11, 2017
Stephen Wilson | TrustRadius Reviewer
Score 9 out of 10
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Likelihood to Recommend

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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Feature Scorecard Summary

Organize and prioritize service tickets (42)
6.8
Expert directory (29)
5.8
Subscription-based notifications (36)
6.5
ITSM collaboration and documentation (29)
6.9
Ticket creation and submission (42)
7.4
Ticket response (41)
6.5
External knowledge base (35)
7.0
Internal knowledge base (37)
6.8
Customer portal (30)
5.9
IVR (18)
8.5
Social integration (27)
8.5
Email support (41)
7.1
Help Desk CRM integration (36)
7.5

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

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 Videos (4)

Salesforce Service Cloud Integrations

Salesforce Service Cloud Competitors

Salesforce Service Cloud Pricing

Starting Price: $65

  • 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

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 IVR and Social integration highest, with a score of 8.5.

Who uses Salesforce Service Cloud?

The most common users of Salesforce Service Cloud are Mid-size Companies from the Computer Software industry.