Salesforce Service Cloud Review
November 04, 2025

Salesforce Service Cloud Review

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

It's the first time that we're using CRM, so we're using it a lot for cases, ensuring that we were able to resolve the concerns of our passengers real time as much as we could, but basically more on case management and CRM.

Pros

  • When our passengers submit their refund requests through the web forms, so it'll push automatically to the our team who handles refunds and if needed, we also collaborate through Slack for faster resolution.

Cons

  • At this point, I'm not seeing anything yet so far based on our experience.
  • Right now I'm not seeing anything negative. Well, positive because we have a lot of cost savings so far. When we moved to Service Cloud, there's a lot of automation happen, so we're able to save a lot of costs at this point. Yep. So I'm not seeing anything yet negative.
I think Agentforce now got a lot of, I mean it will make our lives easier because there's a lot of automation going on at the same time. We're excited about Salesforce voice as well. That will help us in Service Cloud. So it's more of unified service for us that say a Service Cloud plus Agentforce.

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

I'm managing Connect Center, so I cannot identify at this point if there's any part of our team that will not really probably need it. It's very critical for us at this point. So I'm not seeing anything that's least using Service Cloud. Yeah, I'm not seeing anything yet.

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

It's very easy to set up. We were able to launch Service Cloud in less than I think three months, so it was very easy. Adaptability of the whole organization was also easy, so that's why we're giving it a 10.
ProsCons
None
None

Comments

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