Salesforce Service Cloud Reviews
Salesforce Service Cloud
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770 Reviews
- Industry: Information Technology & Services
- Company size: 501–1,000 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Awesome Ticketing System
Reviewed on 2019/08/08
Users are really more productive than previous tool
Users are really more productive than previous tool
Pros
With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.
Cons
Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.
- Industry: Telecommunications
- Company size: 11–50 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Salesforce - A must for CRM
Reviewed on 2023/04/24
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand...
Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.
Pros
Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.
Cons
I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner
Alternatives Considered
HubSpot CRMReasons for Switching to Salesforce Service Cloud
We chose Salesforce over Hubspot due to its reputation. Salesforce is #1 for a reason. This tool is by far the most intelligent.- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 4.0 /10
Good at first
Reviewed on 2021/11/10
We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor...
We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.
Pros
At first it represented a really good customisable solution.
Cons
Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Weekly for 1+ year
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Review Source
Overall rating
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Excellent tool, when used correctly
Reviewed on 2024/07/14
When implemented appropriately for your size and business needs the tool is an excellent addition...
When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend
Pros
Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service
Cons
Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.
- Industry: Nonprofit Organization Management
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
A bit of an investment, but well worth it if fully utilized.
Reviewed on 2023/08/04
Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of...
Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.
Pros
The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.
Cons
The upfront cost is more than other programs.
Reasons for Switching to Salesforce Service Cloud
This software seemed more comprehensive, customizable and is the CRM standard.- Industry: Information Technology & Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Awesome CRM Systems
Reviewed on 2022/06/02
Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers
Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers
Pros
I’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended!
Cons
One of the desirable products of Salesforce nothing to be disliked about!
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 7.0 /10
Salesforce makes it easy to maintain a large group of sales prospects and integrates with...
Reviewed on 2018/05/04
I really like the ease of use with this CRM and the fact that it integrates with our other...
I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.
Pros
We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.
Cons
I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.
- Industry: Computer Software
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Great for sales tracking not so good for customer management
Reviewed on 2024/03/25
Pros
It’s great software to track sales due to its interfaces with other softwares and very customizable
Cons
It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients
- Industry: Automotive
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Sales Force comes with all the force!
Reviewed on 2024/06/25
Pros
I love customer management as well as employee tasking and account detail
Cons
There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every aspect of every customer account
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 6.0 /10
It’s not mobile responsive
Reviewed on 2024/06/08
I wish it could be responsive on mobile devices.
I wish it could be responsive on mobile devices.
Pros
Contact database management is easy. You can keep track of clients.
Cons
The system is not responsive on mobile devices.
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Everything I need on one page
Reviewed on 2019/11/06
I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly...
I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.
Pros
I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another
Cons
It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.
Alternatives Considered
Lead Gen & CRM (formerly SharpSpring)Reasons for Switching to Salesforce Service Cloud
Salesforce is much more sophisticated, yet easier to use. It has a lot more features and allows the sales team to follow their prospects/opportunities from start to finish very easily.- Industry: Telecommunications
- Company size: 10,000+ Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Great SaaS solution
Reviewed on 2022/05/01
Pros
Effortless installation, saved us almost a month of installation and deployment process.
Cons
No free trial full of features, besides that the quality of the UI is awesome.
- Industry: Accounting
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Egypt
Reviewed on 2023/05/12
I found integration in Salesforce's business processes because it made it easier for us to use many...
I found integration in Salesforce's business processes because it made it easier for us to use many of the features it contains, which helped us a lot in the organization's work and helped in its success, development, and completion of its practical and functional tasks in a short and fast time, and also that it is easy to use and practice, and it contains easy windows and easy to learn and get used to After experiencing it, it is really something special ، great program.
Cons
Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.
- Industry: Sporting Goods
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 8.0 /10
Service Cloud Review
Reviewed on 2023/12/14
Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our...
Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our previously used CRM. There are an incredible amount of options available to you to get the most out of the tool and it has become a critical piece of technology for our organization.
Pros
Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.
Cons
There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.
- Industry: Furniture
- Company size: 201–500 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Salesforce Service Cloud
Reviewed on 2023/05/27
My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful...
My overall experience with Salesforce Service Cloud has been positive, as it provided a powerful and comprehensive solution for managing customer service operations. While there were challenges in terms of complexity and cost, it significantly improved our ability to deliver personalized and efficient customer support.
Pros
One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations.
Cons
One drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations.
- Industry: Retail
- Company size: 501–1,000 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
New Business Owner Tool!
Reviewed on 2018/10/19
I learned through this experience with Salesforce how to convert potential customers into regular...
I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.
Pros
I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.
Cons
The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.
- Industry: Architecture & Planning
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Timeless Timesaving
Reviewed on 2022/10/06
Generally very positive. It's expansive and customisable so with some planning and time you can get...
Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything.
Pros
To be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time.
Cons
It can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips.
- Industry: Investment Management
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Ideal CRM for efficient operations
Reviewed on 2018/07/29
Email integration, access to leads and customer information, sales functions, data on clients,...
Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization
Pros
Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.
Cons
Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 1+ year
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 4.0 /10
Customer Support Tool
Reviewed on 2018/12/21
Pros
Salesforce is very expansive and can be a powerful tool if it is setup correctly. The resources required (time and money) for the investment of this is....steep.
Cons
The same thing I like the most is the same thing I like the least. Salesforce is very expansive. It makes finding and understanding buttons complex, and making changes are complex. With the custom interface I have to use on a daily basis, I find many redundancies. There are typically 2-4 ways to do the same function on the view I'm looking at for Customer Support to assist with customer cases.
The UX/UI looks outdated, and the setup is not intuitive. For example, email threads are hard to read and comments from associates on the emails get buried and are not easily viewable. For my line of work, this makes it difficult as I need to often read an entire flow of a conversation with a customer and then read critical notes an associate has left for me.
Reporting on metrics (tickets resolved, etc) has also been a bear to learn and difficult to even find in how to set up.
- Industry: Real Estate
- Company size: 11–50 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
Innovative tool to grow your business
Reviewed on 2018/11/09
I love working with Salesforce. I bet my team and business partners like it too. Its revolutionary...
I love working with Salesforce. I bet my team and business partners like it too. Its revolutionary and I would recommend it.
Pros
Unlike other similar platforms, Salesforce makes customization easy and painless. With Salesforce, I can bring my business wherever I go because it’s could-based. Our employees and business partners can also access it from anywhere around the world and contribute to the business’s overall productivity. Also, it doesn’t matter which browser you and your team use, the CRM will run smoothly. The software also makes it for users to use chatter and other social media functions, which make it easy for businesses to take advantage of social networking. The platform also has features that help us keep tabs on our purchase funnel. The platform also gives us a clear multidimensional picture of our progress.
Cons
This platform can be overwhelming for Small businesses that have dedicated marketing or sales team. It’s also very difficult to get in touch with customer care. I guess they are only available during the working hrs and you might be stuck for a while if you encounter a major problem using this tool.
- Industry: Financial Services
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Best CRM tool available right now
Reviewed on 2019/01/11
The overall user experience depends greatly on how the system is set up from the beginning by...
The overall user experience depends greatly on how the system is set up from the beginning by architects and developers. For example, if there is a company merge, which Salesforce paradigm will the company use if both designs were efficient for the users?
Pros
The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes.
Cons
It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Salesforce Review
Reviewed on 2019/01/16
Massively helped our sales team with accurate forecasting and reporting. The quoting engine is...
Massively helped our sales team with accurate forecasting and reporting. The quoting engine is amazing, and you can easily build api's to connect salesforce to your other systems.
Pros
-Very easily customizable even for people who don't know to code. However if you are able to code using apex (Salesforce's OOP), then you can virtually do anything.
-The whole user interface was revamped by the new lightining version, very easy to use and excellent reporting and dashboard.
-The 3 releases in the year have massive improvements each time
-Massive online community, any question or issues you have would have already been posted and solved on the internet. Just do a simple google search.
Cons
- Not easy to transition end users who are already on classic version to lightning
- Industry: Retail
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 8.0 /10
Leads Organized
Reviewed on 2018/10/18
Overall Saleforce has been a great addition to our sales team. I like the ability to see closure...
Overall Saleforce has been a great addition to our sales team. I like the ability to see closure rates and compare organic leads to purchase vs generated or sourced leads to purchase. Again if it were easier for me to distribute these leads to coworkers without have to email them outside of Salesforce that would make it so much easier. Maybe they have this as a feature and I just haven't been able to set it up yet, or I don't have the "status" to set up this feature.
Pros
Salesforce makes it easy to track leads. The ability to store and edit information about a lead is great, and it's easy to change a lead status from contacted to purchased.
Cons
I wish they had a way to create an admin function that would allow for the admin to send coworkers leads but still be able to track of them to ensure they are being contacted.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 9.0 /10
The best CRM on the market for a reason
Reviewed on 2018/09/29
very good, aside from using it for day to day use I am able and proficient at building reports and...
very good, aside from using it for day to day use I am able and proficient at building reports and adding a layer of analytics to my day to day work flow.
Pros
Really more than anything it is the flexibility. I've used Salesforce at different companies and each instance was configured uniquely and had functionality that was needed by the sales organization of that company. There are so many good tools that can be easily plugged into the solution from dialers to direct mail fulfillment services.
Cons
If anything, it can be overwhelming. The individual records can be deluged with unneeded sections and fields. Being used to salesforce, i know where to go and how to use it but if I was new to the solution this can be overwhelming.
- Industry: Banking
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 10.0 /10
Love Service Cloud
Reviewed on 2023/07/14
Overall a tremendous fan of Service Cloud and all of the product offerings from Salesforce.
Overall a tremendous fan of Service Cloud and all of the product offerings from Salesforce.
Pros
It's a great business solution when set up properly. We're able to use it as a single platform for all contact center needs as it fully integrates with our CTI system as well
Cons
The ramp up period for users to adopt and fully use the platform can take some time. It's not always user friendly, but once the users get the grasp of it, it increases productivity