Salesforce Service Cloud

Salesforce Service Cloud

(718)
4.1 out of 5 stars

The Service Cloud is a social customer service application, built on a SaaS model, that empowers companies to manage all customer information and service needs.

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SF Service Cloud review by <span>Marissa D.</span>
Marissa D.
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Saelsforce review

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What do you like best?

I love how the documentation system and how easy it is to keep track of client's issues, how often they have called in, etc. I also love all the free learning that they offer to better improve your skills with the product. Also love how easily customizable everything within SalesForce is.

What do you dislike?

There is a lot of clicking involved to close cases. I wish that the process was more streamlined. We have also had issues with the company settings being accidentally changed and administrators not having access to what they need.

Recommendations to others considering the product

Absolutely! I love all the free learning that they offer to better improve your skills with the product. Also love how easily customizable everything within SalesForce is.

What business problems are you solving with the product? What benefits have you realized?

Salesforce allows us to keep track of all of our clients effectively and gives us a cohesive space to document all client interaction. It makes keeping track of everything our different teams do so much easier. I love it!!

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SF Service Cloud review by <span>Stephen L.</span>
Stephen L.
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What do you like best?

The highly customisable data capture and workflow factor that comes as 'Standard' on the Salesforce Platform and the visibility that our customers get from the Customer Community, previously we had various bespoke solutions and have migrated to Salesforce Service Cloud successfully.

We now have end - end visibility for internal and external parties alike. From Sales Opportunity to Service Operations, our Sales Team gets to check whats going on with a customer at any particular time before making contact.

What do you dislike?

The cost, if you are looking for a ticketing system solely for Helpdesk or Service Desk use then this is probably not the right tool. The power and benefit comes in when you are also utilizing the Sales and maybe field service side , so you can get the 'single source of truth' data aspect, all reporting, and data is held in one place.

Recommendations to others considering the product

If you are considering a move to the Salesforce Platform then this would be a great additional tool to your suite. It does however require some setup / config to meet your business needs.

What business problems are you solving with the product? What benefits have you realized?

Customisable Data Capture and Workflow: We will have 8 separate Companies, all with very different business needs from a Ticketing system all operating under one system , I do not believe we could of achieved this with any other 'packaged' system for the same cost.

Customer Community: From a system perspective we now have 1 place where our Customers (and account managers) can log/view Cases and see all of there information that we know about them in one place

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SF Service Cloud review by <span>Rofiqul A.</span>
Rofiqul A.
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Customer Service on the Go

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What do you like best?

You can handle any complaint or case from customer in anywhere because its support on mobile apps. also can receive case on many source like facebook, twitter, email and chat with single app

What do you dislike?

its depend on the internet connection because this is required high internet connection.

Recommendations to others considering the product

You better try it. because it more easier for your company and your work as a sales and customer service. because you can access it from anywhere and 24 hours. you feel connected to the customers all the time

What business problems are you solving with the product? What benefits have you realized?

i'm a sales person, but handle my customer's case also like if there is anything problem with my product they used, the 1st person usually they contact are the sales person. my company also have customer service but the customer more comfortable contact directly to me. so i need the mobile apps can handle 2 type of needs. Sales and Service on one app. the answer is Salesforce Service Cloud

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SF Service Cloud review by <span>Shaun B.</span>
Shaun B.
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Good application but with some issues

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What do you like best?

Fairly straight forward to use. I like the recently viewed items menu to the bottom left of the screen. It is a fast application.

What do you dislike?

This might not be a Salesforce issue but an internal organizational integration issue due to the number of different business units in the company and the desire to consolidate all these Salesforce accesses into one. However I think Salesforce must take some blame for this issue. The transition has not been smooth at all. Over 1 year later and Salesforce is not working as efficient as it used to before the company's desire to consolidate the different Salesforce setups used by different business units.

Recommendations to others considering the product

Integration between different business units within the same company should be seriously evaluated and considered before proceeding with Salesforce.

What business problems are you solving with the product? What benefits have you realized?

A fast, efficient and organized sales process. Centralizing quotes and signed orders and all the relevant details in one place.

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SF Service Cloud review by <span>Ian B.</span>
Ian B.
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Flexible service cloud

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What do you like best?

Everything in Salesforce is record based which really makes it easy to work with and retrieve records. I think the design and interrelationship between records is done better than other ticketing systems out there. I worked on integrating Customers, Contacts, Opportunities, and Cases from Salesforce into our backend systems using DBAmp and I found that it ended up being easier to work with than expected.

What do you dislike?

I really dislike that you cannot just copy and paste a screenshot into a regular or e-mail reply to a customer. I've seen other help desk solutions allow for this but no, instead you have to save the image somewhere then you have to browse to go and find it and then attach it. This takes way to long and is not efficient. Why can't I just paste a screenshot into the reply window??

What business problems are you solving with the product? What benefits have you realized?

We needed a solution to manage a high volume of support requests from our customers. Our previous help desk solution was end of life and we need to move to another solution. Salesforce allows us to do that and integrated into our ERP system on premise.

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SF Service Cloud review by <span>Pedro G.</span>
Pedro G.
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salesforce Service Cloud

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What do you like best?

It is great since you can track a big amount of different cases at the same time without loosing track of the cases you are working on. It has great features such as email to case, skills-based routing, macros, and milestone tracking. It is very easy to implement Template for automatic email responses and this is one of the most useful tools since on other CRMs this is sometimes very complex to setup, but in salesforce it is very easy

What do you dislike?

Sometimes it is hard to remember all the different tab you have and also having different permission sets can be kind of frustrating if one of your partners can view certain things and you cant, but this has a greater purpose and it is understandable.

Recommendations to others considering the product

It is a great investment if you have a big support team

What business problems are you solving with the product? What benefits have you realized?

The customer service team and sales team can work a lot faster on their section since salesforce offers a very fast way of working on numerous things at the same time.

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