Salesforce Service Cloud Review
November 03, 2025

Salesforce Service Cloud Review

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Supporting of our group supports our larger business customers and by utilizing Service Cloud we can integrate various methods for them to contact us for like email to case and live chat and all these omnichannels. It gives our business users a way to get ahold of us in whatever means they need to contact us.

Pros

  • Case management is probably our biggest thing. We use it for being able to link cases with customers and accounts.

Cons

  • There are some plugins that are clunky by Salesforce and it looks like Agentforce will address some of those and so we're looking forward to testing it at the least.
  • It's increased obviously our customer satisfaction, which is the department I work in.
We moved from a customer first program, which was real clunky. So this is way better, it's smoother, the interface is more intuitive.

Do you think Salesforce Service Cloud delivers good value for the price?

Yes

Are you happy with Salesforce Service Cloud's feature set?

Yes

Did Salesforce Service Cloud live up to sales and marketing promises?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Less appropriate would be... because we deal with a lot of PII and so anything whether it's legal or if it's specifics for customers, that would be a con. So we're at this point, obviously every single person in the US is a customer of ours and protecting that data and how they can home mail user can contact us and stay for us to anonymize our information.

Salesforce Service Cloud Feature Ratings

Incident and problem management
Not Rated
Organize and prioritize service tickets
Not Rated
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
Self Help Community
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Multi-Channel Help
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
Not Rated
Help Desk CRM integration
Not Rated

Using Salesforce Service Cloud

The reason I would do that is an enterprise our size, the admin work is substantial and we have to do use other people to do some of the dead work. That's the only drawback really is once you scale to our size, it's difficult.
ProsCons
None
None

Comments

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