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. Based on the analysis of the 51 most recent Salesforce Service Cloud reviews, the overall sentiment is positive, with a sentiment score of 7.3. (Among the highest in the category). 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 60% 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

December 2024

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Helped 829,634 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 January 2025, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 19.1%, up from 17.2% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

PeerAnalyst reports

Type	Title	Date
Category	CRM Customer Engagement Centers	Jan 8, 2025	Download
Product	Reviews, tips, and advice from real users	Jan 8, 2025	Download
Comparison	Salesforce Service Cloud vs Microsoft Dynamics CRM	Jan 8, 2025	Download
Comparison	Salesforce Service Cloud vs Oracle Fusion Service	Jan 8, 2025	Download
Comparison	Salesforce Service Cloud vs ServiceNow Customer Service Management	Jan 8, 2025	Download

Title	Rating	Mindshare	Recommending
Microsoft Dynamics CRM	3.9	26.1%	92%	76 interviews Add to research
Zendesk	4.1	6.3%	93%	59 interviews Add to research

Valuable Features

Salesforce Service Cloud's most valuable features include ease of customization, seamless integration with systems like Marketo, and user-friendly interfaces. It offers automation with workflow rules, responsive customer support, and a mature upgrade system applied automatically. The platform provides extensive case management, robust Customer 360 capabilities, and the flexibility to adapt to businesses’ specific processes. Integration with communication tools such as Omni Channel enhances efficiency and productivity for customer service teams.

"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

Salesforce Service Cloud needs improvements in email integration with Outlook, mobile app functionality, and a more intuitive user interface. Pricing concerns and limited reporting and analytics features also require attention. Knowledge management, campaign functionality, and email processing flexibility need development. Enhancing workforce management and AI capabilities, integrating with other solutions, and easing customizations are necessary. Improving the appearance of Visual Flow pages and synchronization speed for integrations is essential, alongside addressing governor limits and backend connectivity issues.

"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."

ROI

Users report satisfactory ROI from Salesforce Service Cloud due to time and cost savings and increased service efficiency. Businesses emphasize improved sales cycle monitoring and customer data management. Headcount reduction and sales increases by 30% were noted. Consultations suggested automating well-defined processes to avoid chaotic systems. Digital NPS rose from 5% to 22% with enhanced case features and CTI. Companies see incremental returns, primarily benefiting from resources saved compared to investments made.

Pricing

Salesforce Service Cloud pricing involves costs based on the number of users, with discounts available through negotiation. It is considered expensive but offers customizable features benefiting enterprise organizations by replacing other solutions, reducing infrastructure needs, and enhancing productivity. For optimal pricing strategies, negotiation at the initial sales stage is crucial. The solution is typically recommended for companies with over 20 users, aiming for a positive return on investment despite the premium cost.

"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."

Popular Use Cases

Companies utilize Salesforce Service Cloud for customer relationship management, addressing customer requests, warranty management, order management, and service improvement. It supports call centers by managing customer queries and integrating sales processes. Businesses use it for efficient case management, sales tracking, and enhancing customer experience. It aids in licensing, forecasting, and integrating with systems like NetSuite. Organizations employ it for customer communication, resolving issues, and managing activities through various channels like chatbots and phone support.

Service and Support

Salesforce Service Cloud customer service is highly rated, often receiving scores of 10/10, with many users praising its responsiveness and effectiveness. Technical support varies; some find it excellent and timely, especially with premium options, while others experience slow responses. Many rely on the active Salesforce community for solutions. Those with complex issues suggest escalating beyond Level One support. Premium support is recommended for faster assistance and comprehensive resources.

Deployment

Initial setup for Salesforce Service Cloud is straightforward for smaller businesses but can be complex for large organizations. Some teams manage with existing resources, while others require consultants for customizations and data migration. Data mapping and integration with other systems can pose challenges. Companies already familiar with Salesforce find it easier, whereas transitioning from on-premise solutions may have a learning curve. Deployment timelines vary, with some using CI/CD pipelines for efficiency.

Scalability

Salesforce Service Cloud is highly scalable, adapting to growing user bases smoothly for many organizations. It's cloud-based infrastructure supports flexibility and rapid expansion, though some users mention challenges with governor limits. Global upgrades ensure it remains cutting-edge, beneficial for enterprises and medium-sized businesses. The platform's scalability is rated high by multiple users, handling extensive user counts effectively. Integration with various tools like Outlook and Heroku enhances its adaptability for diverse business needs.

Stability

Salesforce Service Cloud receives high marks for stability, frequently rated between seven and ten out of ten. Users experience minimal issues, noting its robustness and reliability, even in complex integration scenarios. Occasional glitches are swiftly addressed by support. Governor limits exist to maintain performance. Salesforce is recognized for notifying users about potential downtime during updates. Some users mention the importance of industry practices to ensure scalability, yet stability concerns are rarely reported.

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

Download our Salesforce Service Cloud Buyer's Guide for additional reliable information.

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

Energy/Utilities Company

Hospitality Company

Outsourcing Company

Performing Arts

Non Profit

Legal Firm

Recruiting/Hr Firm

Construction Company

Pharma/Biotech Company

Transportation 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