Salesforce Service Cloud Reviews

Name: Salesforce Service Cloud
Brand: Salesforce
Rating: 4.2 (51 reviews)

Vendor: Salesforce

4.2 out of 5

51 reviews
96% willing to recommend

1,378 followers

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What is Salesforce Service Cloud?

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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Salesforce Service Cloud is the #2 ranked solution in top CRM Customer Engagement Centers, #3 ranked solution in top Knowledge Management Software, #5 ranked solution in top Help Desk Software, and #6 ranked solution in top IT Alerting and Incident Management solutions. PeerSpot users give Salesforce Service Cloud an average rating of 8.4 out of 10. Salesforce Service Cloud is most commonly compared to Microsoft Dynamics CRM: Salesforce Service Cloud vs Microsoft Dynamics CRM. Salesforce Service Cloud is popular among the large enterprise segment, accounting for 61% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a educational organization, accounting for 16% of all views.

Buyer's Guide

Salesforce Service Cloud

October 2024

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Helped 816,406 peers since 2012

Featured reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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Diganta Tah

Director - Customer Experience at Cognizant

There are a few areas of improvement. * One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well. * Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here. * Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.

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Sumit Dashora

Senior Salesforce Engineer at a computer software company with 10,001+ employees

We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process. The solution's omnichannel routing feature is difficult and tricky to manage.

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Salesforce Service Cloud mindshare

Product category:

As of November 2024, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 18.2%, up from 17.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Valuable Features

"We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."
"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions."
"It integrates with all our platforms, providing a comprehensive view of the customer."

Room for Improvement

"The solution could continue improving its artificial intelligence capabilities."
"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements."
"Reporting could be improved."

Pricing

"Salesforce Service Cloud is a bit expensive."
"Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
"Only enterprise businesses can afford the solution, and small companies cannot afford it."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

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Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Financial Services Firm

16%

Educational Organization

16%

Computer Software Company

14%

Manufacturing Company

11%

Healthcare Company

Government

Insurance Company

Real Estate/Law Firm

Retailer

Logistics Company

University

Comms Service Provider

Wholesaler/Distributor

Media Company

Sports Company

Hospitality Company

Energy/Utilities Company

Outsourcing Company

Construction Company

Non Profit

Legal Firm

Transportation Company

Recruiting/Hr Firm

Performing Arts

Pharma/Biotech Company

Compare Salesforce Service Cloud with alternative products

Learn more about Salesforce Service Cloud

Salesforce Service Cloud was previously known as Service Cloud.

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Salesforce Service Cloud customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva