Salesforce Service Cloud Review
November 05, 2025

Salesforce Service Cloud Review

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

It basically covers the full sales and service journey — from prospecting, ordering, and quotation to fulfillment and service — the entire customer journey. From “I research” to “I buy,” “I maintain,” and even “I resign,” including all complaint checks as well. It’s also integrated with Communication Cloud for the catalog, which provides all the complex telecommunication bundles across major lines of business like mobile, fixed network, broadband, data transmission, and SD-WAN.

Pros

  • It’s easy to get started with because it’s an add-on to Sales Cloud and Service Cloud, specifically designed for the communications industry. It solves some — not all, but some — industry-specific problems right out of the box.

Cons

  • Performance is definitely still an issue, but we’re looking forward to improvements. It’s currently a managed package, and it’s already on the roadmap to be migrated to a core package. Once that happens, performance and stability should be much better.
  • The positive is definitely its configurability and flexibility.
  • The negative would be occasional performance issues.
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.

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 wouldn’t say it’s perfect for everyone right away, but after getting to know it and putting in some effort with configuration and customization, I think it can fit all types of telecommunication businesses.

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

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