Salesforce Service Cloud Reviews

User Rating

4.6/5 (Based on 5,576 Ratings)

Rating Distribution

Excellent
64.1%
Very Good
29.7%
Average
4.8%
Poor
1%
Terrible
0.4%

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Review Summary

User reviews of Salesforce Service Cloud express overwhelmingly positive sentiments, highlighting its effectiveness in enhancing customer service, improving organization, and streamlining business processes. Users praise the platform's ease of use, customizable features, and robust reporting capabilities. Common positive mentions include the user-friendly customer portal, comprehensive engagement with clients, and efficient handling of tickets and events. However, some users noted challenges with the learning curve for complex features, slow loading times, and occasional glitches. Overall, Salesforce Service Cloud is viewed as a powerful tool for enhancing customer interactions and increasing productivity.

Pros

Salesforce Service Cloud enables comprehensive and holistic engagement with constituents.
Salesforce Customer Portal is incredibly userfriendly, with great customer service and customization.
Enables better evaluation of each salesman based on actual sales data for increased accountability.
The integration of email and calendars is a major lifesaver, freeing up time to plan schedules effectively.

Cons

Building current business processes took more effort than was projected.
The basic product works well out of the box but requires extra effort for customization.
It would be nice if Salesforce cost less, but it has increased our sales team's accountability.
We wish it had the same view on mobile as the webbased app for seamless access.

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Reviews

Tushar K

May 1, 2025 Source: G2.com

Service cloud is very widely used cloud and we are using it to automate the business

What do you like best about Salesforce Service Cloud?

Service cloud has most of the features which are widely used like chatbot, FSL, Omni Channel

What do you dislike about Salesforce Service Cloud?

No i don't know about dislike in Salesforce Service cloud.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Salesforce service cloud helping me to build AI chatbot.

Bhanu Prakash M

April 30, 2025 Source: G2.com

Automation of case classification, assigning and resolve quickly

What do you like best about Salesforce Service Cloud?

Service cloud is resolve the issues quickly and maintain sla for customers.Easy of Implementation Integration with other external applications and quickly customer support.

What do you dislike about Salesforce Service Cloud?

More UI reralted issues and free training is required to educate users

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Easy to integrate all customer channels and quickly to get all customer behaviour .

Aman Chandra V

April 30, 2025 Source: G2.com

scaling up the operations Service Cloud as Product

What do you like best about Salesforce Service Cloud?

Salesforce Service Cloud is its robust omnichannel support and deep integration with other Salesforce products, making it an excellent tool for delivering consistent, personalized customer service at scale.

What do you dislike about Salesforce Service Cloud?

Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.

Recommendations to others considering Salesforce Service Cloud?

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Customer support are easily manageable.

Neha O

April 29, 2025 Source: G2.com

Performance

What do you like best about Salesforce Service Cloud?

Salesforce is used as a ticketing service tool at my organisation and it is easy and quick when it comes to using salesforce. It has helped me to learn and gain knowledge about salesforce very quickly.

What do you dislike about Salesforce Service Cloud?

There can be salesforce outage which can cause issue sometimes.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

The knowledge base article are easy to create and find. This helps with supporting customer quickly and with correct information.

Marco M

April 25, 2025 Source: G2.com

Great First Impressions with Salesforce Service Cloud!

What do you like best about Salesforce Service Cloud?

We’ve recently started using Salesforce Service Cloud, and the Service Setup Assistant has been incredibly helpful in making the onboarding process seamless. I appreciate how quickly we could get started with minimal setup time. The ability to add sample service data allows us to test workflows easily without impacting our live environment, which is a major plus. Customer Support: The Salesforce Trailblazer community has been a great resource so far. Frequency of Use: We are just getting started but excited to explore more. Ease of Integration: Easy integration with other Salesforce products, like Sales Cloud. Ease of Implementation: Quick and smooth onboarding process with helpful tools.

What do you dislike about Salesforce Service Cloud?

Since we're still in the early stages of using Service Cloud, we haven’t encountered any major issues. However, I can see that some users might need a bit more time to fully understand the system’s deeper features, as the learning curve could be steep for those without prior Salesforce experience.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Salesforce Service Cloud is helping us streamline our customer support processes by providing a centralized platform to manage all customer interactions. It simplifies case management, automates repetitive tasks, allowing us to handle issues more efficiently and improve customer satisfaction.

Ian H

March 8, 2025 Source: G2.com

Salesforce Service Cloud best CRM service software

What do you like best about Salesforce Service Cloud?

Salesforce Service Cloud excels in Omni-Channel routing, AI-powered automation, and seamless integrations with tools like Intercom and WhatsApp. Its case management, knowledge base, and real-time analytics enhance efficiency, while customization and scalability make it ideal for growing support teams.

What do you dislike about Salesforce Service Cloud?

Salesforce Service Cloud is powerful but complex, requiring heavy setup and admin expertise. High costs, clunky UI, and performance issues can be drawbacks, and advanced automation often needs Flow or Apex.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Salesforce Service Cloud centralizes support, automates workflows, and streamlines case management, helping us resolve issues faster and improve customer experience. Its Omni-Channel and integrations keep everything connected and efficient.

Sathyanarayanamurthy B

March 6, 2025 Source: G2.com

All-In-One Platform for Taking Customer calls, Live Chat, Email management, case Management, Knowledge Base and Content Management Satisfactory And Leading Product In Industry

What do you like best about Salesforce Service Cloud?

.Leading Product In Industry with multiple features

What do you dislike about Salesforce Service Cloud?

Multiple features but limited information available to use them

What problems is Salesforce Service Cloud solving and how is that benefiting you?

It is

Verified User in Computer Software

February 26, 2025 Source: G2.com

Easy to use

What do you like best about Salesforce Service Cloud?

The application is easy to use and makes work productive.

What do you dislike about Salesforce Service Cloud?

none that I can think of as of the moment

What problems is Salesforce Service Cloud solving and how is that benefiting you?

Able to assist in finding resolution to some queries.

Frank M. B

February 21, 2025 Source: G2.com

Salseforce

What do you like best about Salesforce Service Cloud?

Ease of use - It's relatively easy to find details details, especially these days as I find the search metrics seem to mirror standard keyword parameters

What do you dislike about Salesforce Service Cloud?

flexibility - user interface isn't always intuitive when trying to layout reports or create something unique. It sometimes take trial and error to get close to what we need, and isn't always exactly what we're looking for.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

provides a coherent environment to manage customer database and product knowledge

Deepak S

February 10, 2025 Source: G2.com

One of the best cloud service

What do you like best about Salesforce Service Cloud?

Its a user friendly and we can manage easily. It's helping to enforce the security comparing other solutions

What do you dislike about Salesforce Service Cloud?

As of now, there is no disadvantages observed

What problems is Salesforce Service Cloud solving and how is that benefiting you?

To provide the more secure comparing other platforms

Salesforce Service Cloud Reviews

User Rating

Rating Distribution

Do You Use Salesforce Service Cloud?

Review Summary

Pros

Cons

Tushar K

Bhanu Prakash M

Aman Chandra V

Neha O

Marco M

Ian H

Sathyanarayanamurthy B

Verified User in Computer Software

Frank M. B

Deepak S

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