User Reviews Overview
About Salesforce Service Cloud
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and...
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- Industry: Retail
- Company size: 5,001-10,000 Employees
- Used Daily for 2+ years
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Review Source
Excellent for data tracking and analysis
This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.
Pros
I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.
Cons
The initial setup is a bit complex and takes time.
- Industry: Computer Software
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
Powerful and critical user friendly software
Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.
Pros
Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.
Cons
The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.
- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 1+ year
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Review Source
Great product but gets expensive fast
Pros
The program is very customizable and navigation is very easy to learn
Cons
gets expensive fast with any customization you may need
Top Salesforce Service Cloud Alternatives

- Industry: Internet
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
Easy to implement, good data management
Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.
Pros
Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.
Cons
Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.
- Industry: Airlines/Aviation
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
Exceptional customer engagement tool
It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.
Pros
This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.
Cons
Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.
- Industry: Machinery
- Company size: 201-500 Employees
- Used Daily for 2+ years
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Review Source
Good case management, but customizations are going to cost you
It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service.
Pros
The case intake and knowledge base are the best parts of the service cloud.
Cons
Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Excellent Service and support management product
Excellent product offering great service and support management for issues/ requirements
Pros
Case management, handling Case teams, auto assignment of cases to teams, live chat and email to case features
Cons
Nothing major. It would be good to have auto refresh feature on dashboard/ case queue and better control on case list views
- Industry: Food & Beverages
- Company size: 1,001-5,000 Employees
- Used Weekly for 1+ year
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Review Source
Effective platform for CRM
Overall, I am happy and satisfied with my use of Salesforce Service Cloud. This is the main platform I use when coordinating with my agency partners, and I find it way more effective and efficient vs simply emailing requests as this keeps track of date/time posted, progress, person assigned, number of requests, and a lot more.
Pros
What I like most about this software is its user interface, which is very user friendly and easy to navigate. There is almost no learning curve in using this software as it is very intuitive! I'm able to put in my requests, attach files easily for reference, manage and track progress, and even refer to a powerful database of knowledge articles that are readily available.
Cons
The only thing I think the software needs improving is the occasional bugs/errors when attaching files as a comment. Often times, you'll need to upload first and then re-select the file you uploaded in order for it to be attached and sent.
- Industry: Electrical/Electronic Manufacturing
- Company size: 5,001-10,000 Employees
- Used Daily for 6-12 months
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Review Source
Helps organize the company internal communication, but very buggy
Pros
The overall perception about this software is good. It is possible to manage the customer-created tickets, status-update your colleagues, view company reports and statistics in one multifunction platform. The UI is quite intuitive, all the functions are easy to find.
Cons
With all mentioned advantages, there is a one major issue. The platform is super slow and buggy. It is integrated with your company's 2-factor authentication system, and if you leave your tabs open for some time, apparently you will lose all of them because the system will reset for a longer inactivity. Hope this could be fixed soon

- Industry: Real Estate
- Company size: 1,001-5,000 Employees
- Used Weekly for 1-5 months
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Review Source
Salesforce Service Cloud offers powerful CRM but get ready for a steep learning curve
I've been using it for over 6 months and in my experience, Salesforce is a great platform but not everything is perfect. The platform is complex so I highly recommend finding a good implementation partner.
Pros
We use it in my firm, and Salesforce Service Cloud for Realtors offers amazing options for customer service and support. It has helped me become a more productive agent and better understand every client. Because it's cloud-based, I can access my platform on any device. It also has a responsive mobile version that I like.
Cons
I can create personalized and automated messages but the process isn't very intuitive. Also, there are tons of small features that are missing. Sales and Service cloud are expensive so one should assess business needs and carefully consider the cost.
- Industry: Computer Software
- Company size: 11-50 Employees
- Used Monthly for 6-12 months
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Review Source
One of most popular help desk solutions is Desk.com
Pros
If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money.
Email to Ticket Conversion
Knowledge Base
Self Service Portal
Multiple Service Level Agreement policies
Automations – Ticket routing, scenario automations
Multi-channel support, including Facebook & Twitter
Community Portal with Idea Management & Voting
Multi-product/multi-brand Support
Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM
Multi-language & multi-time zone support
Satisfaction Surveys
Leaderboard & gamification
Support Channels
Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support.
Canned Responses
Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution.
Third-Party Integrations
Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps.
Devices Supported
Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry.
Customizations Available
Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.
Cons
Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 2+ years
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Review Source
Salesforce makes it easy to maintain a large group of sales prospects and integrates with...
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: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Salesforce is one of the best CRM out there!
Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!
Pros
Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this.
There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests.
With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking.
Now, we were able to make a great relationship with our candidates and clients through Salesforce.
Cons
What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.
- Industry: Government Administration
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
Salesforce Service Cloud - Ready to go out-of-the-box
We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.
Pros
Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.
Cons
Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

- Industry: Hospital & Health Care
- Company size: 5,001-10,000 Employees
- Used Weekly for 2+ years
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Review Source
It's fantastic that it's adaptable and customizable
Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.
Pros
The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.
Cons
Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.
- Industry: Computer Software
- Company size: 51-200 Employees
- Used Daily for 6-12 months
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Review Source
Salesforce can work for you as a tech support executive
Really enjoy working with the service. It's easy to manage and integrations are great
Pros
Integrates well into existing Salesforce CRM
Very customizable
Great reporting tools
good email-to-case and web-to-case capabilities
Cons
requires a salesforce administrator since nothing comes out of the box
Reasons for Choosing Salesforce Service Cloud
searched for a better solution that also integrates well with existing info in SalesforceSwitched From
ZendeskReasons for Switching to Salesforce Service Cloud
already have info in Salesforce so it's a crucial aspect- Industry: Retail
- Company size: 501-1,000 Employees
- Used Daily for 6-12 months
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Review Source
New Business Owner Tool!
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: Staffing & Recruiting
- Company size: 1,001-5,000 Employees
- Used Daily for 2+ years
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Review Source
SalesForce is the best web-based platform to do Sales, BD and Recruiting!
SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.
Pros
We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.
Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.
Cons
What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.
- Industry: Nonprofit Organisation Management
- Company size: 11-50 Employees
- Used Weekly for 2+ years
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Review Source
Sales Business brand
Pros
You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place
Cons
Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.
Reasons for Choosing Salesforce Service Cloud
This system is more complete and many more detailsSwitched From
Zoho CRMReasons for Switching to Salesforce Service Cloud
This system is more complete and many more details
- Industry: Information Technology & Services
- Company size: 51-200 Employees
- Used Daily for 2+ years
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Review Source
Service from Salesforce
We have never had issues with support since implementing the service cloud and have freed up time from our CS department.
Pros
Integration to our sales cloud, RingDNA
Ease of use and easy tracking of tickets
Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.
Cons
Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.
Alternatives Considered
ServiceNowReasons for Switching to Salesforce Service Cloud
With us using Sales cloud didn't make sense using anything else.- Industry: Financial Services
- Company size: 11-50 Employees
- Used Daily for 6-12 months
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Review Source
Everything I need on one page
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
SharpSpring from Constant ContactReasons 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
Great SaaS solution
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: Investment Management
- Company size: 11-50 Employees
- Used Daily for 6-12 months
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Review Source
Ideal CRM for efficient operations
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: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
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Review Source
Outstanding Customer Service Platform
Excellent tool ,easy to configure and setup with minimal code.
Pros
Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.
Cons
Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

- Industry: Outsourcing/Offshoring
- Company size: 10,000+ Employees
- Used Daily for 1+ year
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Review Source
SalesForce is the best company database or CRM that lives on browsers!
If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!
Pros
SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home.
SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!
Cons
What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.