Salesforce Service Cloud Reviews

262 Ratings
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Score 7.8 out of 100

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Reviews (1-14 of 14)

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April 24, 2020
Kurt Johansen | TrustRadius Reviewer
Score 1 out of 10
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Support Rating

1
Garbage. The support staff is fluent in English but illiterate in CONVERSATIONAL English. Nuance and understanding is the first step in helping someone. The turn around time is 24-48 hours. They do not adhere to your business hours and availability when you state them and it generally takes many days to fix an issue, if they can even do it. Most of the time, you are forced to rely on your 3rd party SF partner, who tend to charge an egregious amount for 'help.'
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August 26, 2020
Anonymous | TrustRadius Reviewer
Score 2 out of 10
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Support Rating

2
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.
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February 28, 2020
Harry Fischer | TrustRadius Reviewer
Score 1 out of 10
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Support Rating

1
You would need to email and it would take like 48 hours for someone from the other end of the world (in a country with a pay-rate of about 10cents an hour) to get back to you. Then, they provide you with a ridiculous answer that doesn't even make any sense.
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March 31, 2020
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

9
It's, at the very least, worth a thorough demo from any company that requires customer support and solutions. Its ability to drive customer engagement within customer solution communities was impressive and something we were pleasantly surprised by.
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March 10, 2020
Anonymous | TrustRadius Reviewer
Score 6 out of 10
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Support Rating

8
Salesforce Service Cloud has solid support. I do not expect too much from support teams as many issues that occur are not predictable, and therefore, not easily recognized then fixed. I do think Service Cloud could improve upon the time taken to reply to a support question or issue especially with utilizing options for this within the interface directly.
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December 29, 2019
Anonymous | TrustRadius Reviewer
Score 9 out of 10
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Support Rating

10
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.
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February 02, 2018
Anonymous | TrustRadius Reviewer
Score 10 out of 10
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Support Rating

4
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
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September 15, 2014
Anonymous | TrustRadius Reviewer
Score 8 out of 10
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Support Rating

9
Quick, efficient and very friendly. They know exactly how to not go just by the scripted response. They ensure they listen to you and try and give you suitable solutions or workarounds if there is a limitation
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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.