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Salesforce Service Cloud pros and cons

Vendor: Salesforce

4.2 out of 5

51 reviews
96% willing to recommend

1,378 followers

Pros & Cons summary

Salesforce Service Cloud offers flexible platform customization with robust case routing, CTI, and strong integration, serving as a centralized hub. It enhances efficiency, accelerates workflows, and provides comprehensive analytics and reporting. However, integration improvements, backend connectivity issues, implementation time, and pricing competitiveness are noted challenges. Reporting enhancements for complex reports without extra licenses are needed. Despite these, it streamlines processes and supports decision-making.

Buyer's Guide

Get pricing advice, tips, use cases and valuable features from real users of this product.

Prominent pros & cons

PROS

Salesforce Service Cloud is highly customizable to fit specific processes and techniques, allowing for tailored configuration.

The platform offers robust features such as case routing, escalation, entitlement mapping, and CTI integration for automatic case generation.

It provides a centralized hub for enhanced efficiency and collaboration, working cohesively with other systems through plug-ins.

Salesforce Service Cloud offers comprehensive CRM capabilities, supporting lead management, opportunity management, and end-to-end visibility from inquiry to delivery.

Integration with other software systems and platforms allows Salesforce Service Cloud to offer seamless data exchange and support strategic decision-making.

CONS

Integrations with other solutions and the main ERP can be cumbersome and are areas where improvements are needed.

Implementation of Salesforce Service Cloud requires significant preparation and time, which is viewed as a drawback.

Pricing for Salesforce Service Cloud is considered high for the features offered, indicating a need for cost improvement.

The reporting functionality of Salesforce Service Cloud, including detailed and complex reporting capabilities, needs enhancement.

AI capabilities of Salesforce Service Cloud could be improved to aid in automating responses and enhancing knowledge management processes.

Salesforce Service Cloud Pros review quotes

RK

Lead Consultant at CGI

May 28, 2024

There is an out-of-the-box feature for reporting and analytics

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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Apr 26, 2024

The instant input of feedback into the CRM systems by case management is one of the impactful features

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Sales Manager at Kinyit

Jul 9, 2024

In terms of visibility to my boss and the team, it does help a lot.

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Salesforce Service Cloud

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Lead Digital Transformation at Kohler Co.

Oct 5, 2023

The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.

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Lead Digital Transformation at Kohler Co.

Jan 3, 2024

The plug-ins that work with other standard systems have made the product industry-ready.

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Data Analyst at Wespath Benefits and Investments

Sep 11, 2023

Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.

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reviewer2517570

Senior Architect Engineer at a consultancy with 1-10 employees

Jul 23, 2024

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.

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ML

Salesman at Manacor

Mar 14, 2024

The product's initial setup phase was straightforward.

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reviewer2515905

Director, Technical Architecture at OpenText

Jul 17, 2024

Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency.

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Maharshi Shukla

Operation Management's at WhiteHat Jr

Jul 4, 2024

We are very happy with the support team from Salesforce.

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Salesforce Service Cloud Cons review quotes

RK

Lead Consultant at CGI

May 28, 2024

The governor limits are a troubling feature of Salesforce

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Richard Mottershead

Enterprise Architect at a non-profit with 501-1,000 employees

Apr 26, 2024

There are some issues with backend connectivity in Salesforce Service Cloud.

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Sales Manager at Kinyit

Jul 9, 2024

It is kind of a struggle to get a report that shows something you want it to show.

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Salesforce Service Cloud

Free Report: Salesforce Service Cloud Reviews and More

Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.

824,053 professionals have used our research since 2012.

Lead Digital Transformation at Kohler Co.

Oct 5, 2023

Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map.

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Lead Digital Transformation at Kohler Co.

Jan 3, 2024

The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.

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Data Analyst at Wespath Benefits and Investments

Sep 11, 2023

One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.

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reviewer2517570

Senior Architect Engineer at a consultancy with 1-10 employees

Jul 23, 2024

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.

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ML

Salesman at Manacor

Mar 14, 2024

The product's high price is an area of concern where improvements are required.

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reviewer2515905

Director, Technical Architecture at OpenText

Jul 17, 2024

Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities.

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Maharshi Shukla

Operation Management's at WhiteHat Jr

Jul 4, 2024

I would like to add some bot features.

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Show 10 more reviews (out of 25)

Product Categories

Product Categories

CRM Customer Engagement Centers

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Knowledge Management Software

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Product Categories

Product Categories

CRM Customer Engagement Centers

Help Desk Software

Knowledge Management Software

IT Alerting and Incident Management

Popular Comparisons

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