Salesforce Service Cloud Reviews

I am not a user, partner, reseller, or implementer as we implemented it ourselves.

We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud, such as Einstein Bots or Knowledge Base, or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.

The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce. We were instructed to use it; it was not our natural choice. It was something the company stated to use.

The main benefit is having it integrated with the core Salesforce.

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.

I have been working with Salesforce Service Cloud for about 1.5 years.

I have not contacted technical support for any challenges myself.

I have worked with Jira and Zendesk before working with Salesforce Service Cloud.

The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.

I purchased it directly from Salesforce, not through AWS Marketplace or another source.

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

When comparing Salesforce Service Cloud, I do not think it has any benefits.

I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.

I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRM.

We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.

We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support. 

A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.

I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries. 

For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.

I have been using Salesforce for eight months. 

If we find any glitches, which might happen once every few months, we directly email the support team, and they resolve everything very quickly.

We might see a glitch every two or three months then. It might happen, but most of the time, it works very smoothly and fine.

There's the sales team, the operations team, the quality team, the fraud analysis team... Every department and the entire company uses Salesforce.

We are very happy with the support team from Salesforce. That's why we like their services.

I used Zendesk. Then, after cost-cutting, we started using Salesforce.

Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved. 

Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk.

So, we weren't set to choose Salesforce, and looked at other options. 

The initial setup is very easy. It's user-friendly.

I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity. 

From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time.

There's no other way to think about the service. I would rate it ten out of ten.

I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US.

In the aforementioned project, different cases were arriving, including Email-to-Case and Web-to-Case, which were captured using Salesforce Service Cloud. Later on, Omni-Channel was used to assign cases to varying queues or users. Following the aforementioned step, the cases will be allotted to entitlements and milestones. I also have knowledge regarding the work orders and all the basic objects of Salesforce Service Cloud like account contact. 

The application of the solution depends upon the customer requirements in our company. Salesforce Service Cloud is primarily used to setup the sandbox. At our company, I am a developer, and initially, a sandbox is provided to us. Then, utilizing the sandbox, packages need to be installed, user setup must be completed, and configurations and customizations must be made using Flows and Process Builders. 

The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce.

For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur. 

I have been using Salesforce Service Cloud for three years. 

According to my experience in production with Salesforce Service Cloud, there are minimal chances of system failures. When the vendor implements enhancements, improvements or any bug fixes, in such cases all users are notified beforehand through an email or SMS. So whenever there are chances of the server going down, the vendor of Salesforce Service Cloud conveys it and I haven't witnessed any sudden slowdown in the solution. 

Scalability should be managed using the best practices or guidelines of Salesforce whenever a professional is working with any cloud environment with a multi-tenant architecture.

The out-of-the-box and other automation features of Salesforce Service Cloud should be leveraged in majority of cases for having an easier and faster access to data which contributes to scalability. Suppose there are 10,000 users, the performance for all the user-ends can be checked using the Salesforce environment to determine the scalability percentage and debugging tasks can also be implemented. 

Sometimes the customer support is not satisfactory. If you are dealing with production using the tool and a ticket is raised by you addressing any issues, a response is expected within a couple of days. But if a professional is facing issues on the sandbox end with a Dev copy, full copy, or partial copy, it can take an entire week or a couple of weeks altogether to get a response. I would rate the customer support as seven out of ten. 

Neutral

I don't think the solution offers an easy setup. The setup complexity depends upon the organization for which it's being implemented. It needs to be checked if a customer is using a CI/CD pipeline involving continuous integration and deployment. I prefer using a couple of tools like GitHub, Bitbucket, and Bamboo, which are generally used by any large organization.

In Salesforce, in our company, we have changed what comes out of the box. Thus, deploying Salesforce Service Cloud with Change Sets is quite easy. A drawback of Change Set is that deployments are limited; therefore, in our organization, the DevOps of CI/CD pipeline is used. 

One of the pipeline setup for the solution using GitHub took me around four to six weeks. The number of deployment professionals required depends on the size of the project, number of users and detailed client requirements.

For instance, if an agile model is being followed and there are four requirements in a single sprint, deployment will be quite easy in that case. But if the deployment is carried out on a quarterly or half-yearly basis, there will be a huge set of components that need to be deployed for which a dedicated DevOps team will be required and a single professional won't be able to carry out the deployment for Salesforce Service Cloud. 

Maintenance of the solution is easier than development or deployment. When a customer of our organization reaches out to me regarding some bugs, log-in issues, or any other problem, maintenance for all such issues is not easy.  

The Salesforce Service Cloud in our organization has helped save time. 

The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product. 

Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders.

As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution.  

There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports. 

For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes. 

AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten.

I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled. 

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.

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

There are some imperfections in the product's stability, and it is an area where improvements are required.

I have been using Salesforce Service Cloud for four to five years.

Stability-wise, I rate the solution a seven out of ten.

It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.

More than 200 people in my company use the product.

There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.

The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.

The solution is deployed on the cloud.

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

The product was fine, and it improved my company's customer service response time.

I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.

The product's analytics features support our company's service improvement strategies greatly and fantastically.

I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.

The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.

I rate the tool a seven out of ten.

We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.

The interface is quite user-friendly. Anyone can use the software. It's very easy to pull up Salesforce to work or see if there has been any progress on our deals. The option to download the registered deals into an Excel sheet has enhanced our customer experience. There's a feature where we can mention the timelines of each milestone. As the milestone is achieved, it turns green. It gives us a notification. It improved our customer support and service operations.

The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.

I have been using the solution for three to four years.

The tool is pretty stable. I rate the stability a nine out of ten.

Our organization is huge. We have 125,000 employees. Around 20,000 employees use the product in our organization across the globe. The tool is scalable. I rate the scalability an eight or eight and a half out of ten. The tool grows as our business expands.

We get support whenever we need it.

Positive

I rate the ease of implementation a six and a half out of ten. We had to integrate it with a lot of other products. We had to build some custom APIs. They were not available out of the box.

The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.

We also used Oracle for a short duration.

I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.

I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.

This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data.

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

Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map. Right now, it comes with an additional cost. Salesforce does not have a global tie-up with maps.

Moreover, reports need to be improved. Their sources have very standard and basic reports, sometimes not solving the business operations issues. And we have to move toward an analytical tool or some other tool. Reports are the weakest area of Salesforce.

I've worked with Salesforce Service Cloud for more than four years.

The solution is quite stable. I rate its stability around eight out of ten. Sometimes, we might face issues when connecting Salesforce with some other system in the interfaces. However, within Salesforce, it's not a problem.

I rate the solution's scalability a nine out of ten. Salesforce is very scalable because Salesforce has a global upgrade. Whenever a new feature is added to Salesforce, it gets updated for all customers across the globe.

We have more than 2,000 users. The solution is 100% adaptable and used daily. We plan to increase usage in the future.

Sometimes, tech support fails to solve the issue, but that is the rarest of rare occurrences. And whenever they fail to solve the issue, they consider it a backend issue and plan it for the next release.

Positive

We previously used Microsoft Dynamics. We switched to Salesforce because of its scalability and its new best practices. Those are the two major reasons.

I rate the solution's initial setup process a nine out of ten because it is easy. It took six months to implement the solution. Separately, preparation and deployment take two and six months, but when done in parallel, it takes six months. The deployment process first requires us to migrate your data from the current system to another system. Then, we need to create the structures of the objects and the design models within Salesforce. We need to prepare the data by mapping the data fields from the old system to the new system, and then we prepare the modules. We do the master setup within Salesforce. Then, we migrate all data into the new system from the old system as phase one. After migration, we create the validations and rules for the data for the business operations. Then, we move this entire chain set to the production environment, which is available for the users who proceed with training.

We had partners to do the implementation and worked with different partners. We required around 20 to 25 people to implement the solution in totality. After that, we now need two to three people to maintain the solution.

We considered Microsoft 365 and SAP.

I rate Salesforce Service Cloud a nine out of ten.

I've been using Salesforce Service Cloud for a long time. We're integrating it and using it. For Salesforce Service Cloud, we have use cases like integrating invoices, products, and sales orders between the tool and NetSuite. When an opportunity is won, the transaction happens in NetSuite. We must integrate these systems for a 360-degree view that our C-suite needs. It's an event-driven process with automation. When an order executes in Salesforce Service Cloud, it creates an order in NetSuite. We then need to tie back subscription IDs and order IDs to the solution.

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.

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.

Regarding stability, it's robust, with no noticeable data latency, whether we use external tools or Salesforce Service Cloud's in-house technology for data integration. Nothing stands out as a bottleneck to me.

I find Salesforce Service Cloud pretty scalable. Salesforce has taken care of a lot of custom needs by itself. I've been working with that cloud for a while now. For email marketing, they offer ExactTarget. For real-time sync, they have Heroku connectors. For AI-driven dashboarding, it has Einstein. If you want customized dashboarding and analytics reporting, it has Tableau. They're the market leader for CRM. Most of their services are scalable, as far as I understand.

I haven't used technical support extensively, but from what I hear, they respond to tickets on time.

Positive

Tools like Fivetran make deployment easier. They take care of many deployment issues—we just have to plug and play. It also makes the developer's life easier, as they don't have to build connectors or create schemas. We're also developing in-house capabilities for deployment by creating our own CI/CD pipeline for apps. We're trying to reduce our reliance on outside solutions or integrators, but we can still improve in this area.

The return on investment is high, but it depends on the company's size, data volume, and transaction volume. For companies that want to save time and ensure the reliability of their data and insights, paying the premium can be worth it.

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.

I rate the overall solution a nine out of ten. 

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. Organizations can leverage the integrated data for various purposes by integrating Salesforce with these systems. For instance, if a company’s user base is managed in an ERP system like SAP, Salesforce can access this data along with its inherent relationships. This integration provides sales teams valuable insights, such as customer types, business relationships, and past interactions. Consequently, sales professionals gain a comprehensive view of their prospects and customers, enabling them to make more informed decisions and improve their performance.

Our job is to listen to the client's needs and provide the best solution. We aim to present a packaged, commercially viable solution that minimizes customization. Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities. We encourage clients to use the out-of-the-box capabilities as much as possible. We would direct those questions to Salesforce's customer support or advocate if further clarification is needed.

It is very scalable because they are built on the cloud.

Deployment is straightforward, but there can be challenges related to data mapping and import. For example, specific fields in Salesforce might be mandatory, while the corresponding fields in the source system are optional. This discrepancy can make data mapping complex. These issues are more technical than business-related and need to be addressed as they arise during deployment.

ROI is good, but there are many challenges. Sales and marketing processes are not as simple as some IT challenges.

Salesforce offers a comprehensive solution that might appear extensive in pricing. However, potential customers need to see how it can benefit their business. Salesforce must demonstrate its value by helping small, medium, or large businesses improve operations and see measurable revenue benefits. Many large companies have already adopted it, but the focus should be on how it can provide a positive return on investment and drive growth for businesses of all scales.

To implement Salesforce Service Cloud, it's essential to have a clear and detailed project plan. If the requirements are well-defined and mapped out, the technical team can follow this plan to execute the implementation. However, the technical team may struggle to deliver the solution if the requirements are unclear. They need a comprehensive list of technical tasks and requirements to ensure they can address all aspects of the project. Without this clarity, simply knowing the business needs and high-level client requirements is insufficient for the technical team to execute the project.

If their business has the potential to scale or expand and generate more revenue. People have more time on their hands if many things are automated.

Overall, I rate the solution a seven out of ten.

Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions and enables the recording of case information of various accounts we manage. 

All of the features of Salesforce Service Cloud we currently have in our company are useful. Our company is preparing to go live this year with Salesforce Service Cloud. 

There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud. 

The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes. 

Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it. 

I have been using Salesforce Service Cloud for two years. 

I would rate the stability an eight out of ten. It's a stable product with features that are easily integrated with third-party tools and can be accessed through other platforms. 

I would rate the scalability a seven out of ten. Around 30 professionals in our company use Salesforce Service Cloud, and we plan to increase the number of users in the future. 

Their support is excellent. A huge set of information is available over the internet. There are trailblazer accounts available to learn about the product. They are always there to help you with any issues. I would rate the tech support a nine out of ten. 

Positive

In our organization, we are also using a different solution as the common integration issues with Salesforce Service Cloud persist. When the integration issues with Salesforce Service Cloud are resolved, the telecom provider's service in our company will probably also improve, and we will be able to use the backend agent seamlessly. 

I would rate the initial setup of Salesforce Service Cloud as six out of ten. The setup process of Salesforce Service Cloud is slightly more difficult than traditional CRMs. The solution is built for customization and can be implemented in partial or full-blown mode. Configuration of Salesforce Service Cloud can be complex in some cases. 

The solution should include different packages of add-ons to allow third parties to deliver specific packages and build interfaces. It's very difficult to integrate certain features of third-party tools with Salesforce Service Cloud. 

The design and delivery of the customized version of Salesforce Service Cloud have already taken a year for our company, and another six months are needed for complete deployment before the solution can go live. 

Our company useds CI/CD processes to deploy Salesforce Service Cloud. In our organization, we prefer to test solutions in different dedicated environments and then deploy the product in another. The CI/CD processes make the deployment seamless by removing several manual tasks. The usage of CI/CD in deploying Salesforce Service Cloud is vital. 

Our organization requires about 20 professionals to deploy and maintain Salesforce Service Cloud. The solution is developed in our organization using system integrators. 

Our company expects improvements in sales, retention and the offer to market duration with Salesforce Service Cloud. 

Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor. 

The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows. 

Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon. 

The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution. 

Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution. 

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.

It allows you to store all your customer data and manage your business.

Reporting could be improved.

I have been using Salesforce Service Cloud for nine years.

Stability works fine. I've never had any issues.

It's been used by multiple organizations on the cloud.

Salesforce Service Cloud and Power BI serve different purposes. Salesforce is a CRM platform designed for customer relationship management, while Power BI and Tableau are business intelligence tools used for data visualization. Salesforce facilitates customer registration and management, integrating with other platforms to provide a comprehensive view of the customer.

The initial setup is straightforward.

I rate the initial setup a five out of ten, where one is difficult, and ten is easy.

I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.

I advise making sure it integrates with other platforms, which will cost money and leverage the technical support.

Overall, I rate the solution an eight out of ten.