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About Salesforce Service Cloud

Save time and reduce costs with innovations that reimagine your customer relationships.

Learn more about Salesforce Service Cloud

Pros:

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Cons:

Sometimes is a little bit confusing on the new front end.

Salesforce Service Cloud ratings

Average score

Ease of Use
4.1
Customer Service
4.2
Features
4.4
Value for Money
4.2

Likelihood to recommend

8.1/10

Salesforce Service Cloud has an overall rating of 4.4 out 5 stars based on 771 user reviews on Capterra.

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Imran
Imran
Team Coordinator in Bangladesh
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Streamline Your Customer Service with Salesforce Service Cloud

5.0 2 years ago

Comments: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Pros:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Cons:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Alternatives Considered: Dynamics 365 and Zoho Desk

Switched From: Freshdesk

Reasons for Switching to Salesforce Service Cloud: I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.

Laura
Laura
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

It accelerates customer service and personalizes case management

4.0 last year

Comments: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Pros:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Cons:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

Kremena
Executive Assistant in Bulgaria
Executive Office, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

Transformative CRM Solutions with Salesforce Cloud

5.0 2 months ago New

Pros:

Customization: Highly customizable to fit specific business needs. Integration: Integrates with over 1,000 other platforms1. Lead Management: Excellent lead management and scoring features1. Reporting: Powerful and comprehensive reporting tools2. User-Friendly: Easy to set up and use

Cons:

Cost: More expensive than some competitors1. Complexity: Can be complicated to set up and maintain.

Harry
President in US
Computer Networking, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

NOT a good SERVICE TICKETING SYSTEM

2.0 5 years ago

Comments: very clomzy and not effective.

Pros:

its nice in its design. it can properly relate cases to client records

Cons:

This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Suraj
Inside Product Specialist in India
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Efficient and Comprehensive Service Management

5.0 3 months ago

Comments: My overall experience with Salesforce Service Cloud has been highly positive. It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer satisfaction and team productivity.

Pros:

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

Cons:

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it

Jessica
Jessica
Game Programmer in US
Verified LinkedIn User
Computer Software, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

The best cloud tool to manage customer inquiries

4.0 12 months ago

Comments: It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Pros:

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Cons:

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

Jayson
Founder in US
Real Estate, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source

Service Cloud is a Game Changer

5.0 5 months ago

Pros:

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Cons:

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Krishna
Krishna
Human Resources Generalist in US
Verified LinkedIn User
Hospital & Health Care, 5,001–10,000 Employees
Used the Software for: 2+ years
Reviewer Source

It's fantastic that it's adaptable and customizable

4.0 2 years ago

Comments: 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.

Matt
Matt
Business Development Manager in South Africa
Verified LinkedIn User
Information Technology & Services, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

Service from Salesforce

5.0 3 years ago

Comments: 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: ServiceNow

Reasons for Switching to Salesforce Service Cloud: With us using Sales cloud didn't make sense using anything else.

Mason
Sales in US
Information Technology & Services, 10,000+ Employees
Used the Software for: 1+ year
Reviewer Source

User friendly

5.0 9 months ago

Comments: My personal experience has been overall positive.

Pros:

The reliability to be able to depend on the service in real time.

Cons:

I don’t have access to use the full capability. But from what I have used no cons.

Ami
Head of Technical Support in Israel
Computer Software, 51–200 Employees
Used the Software for: 6-12 months
Reviewer Source

Salesforce can work for you as a tech support executive

5.0 3 years ago

Comments: 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

Alternatives Considered: JIRA Service Management and ServiceNow

Reasons for Choosing Salesforce Service Cloud: searched for a better solution that also integrates well with existing info in Salesforce

Switched From: Zendesk Suite

Reasons for Switching to Salesforce Service Cloud: already have info in Salesforce so it's a crucial aspect

Shalom
Director in Argentina
Nonprofit Organisation Management, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Sales Business brand

5.0 3 years ago

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.

Alternatives Considered: Zoho CRM and HubSpot CRM

Reasons for Choosing Salesforce Service Cloud: This system is more complete and many more details

Switched From: Zoho CRM

Reasons for Switching to Salesforce Service Cloud: This system is more complete and many more details

Anoosha
ISR
Computer Software, 11–50 Employees
Used the Software for: 6-12 months
Reviewer Source
Source: SoftwareAdvice

One of most popular help desk solutions is Desk.com

4.0 7 years ago

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.

Verified Reviewer
Verified LinkedIn User
Information Technology & Services, 10,000+ Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce is one of the best CRM out there!

5.0 6 years ago

Comments: 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.

Verified Reviewer
Verified LinkedIn User
Government Administration, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce Service Cloud - Ready to go out-of-the-box

4.0 6 years ago

Comments: 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.

Nana Kwame
Teaching Assistant in Ghana
Education Management, 201–500 Employees
Used the Software for: 1+ year
Reviewer Source

Great for customer relation management

4.0 2 years ago

Comments: We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate

Pros:

Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish

Cons:

The software itself is great for large businesses but a bit too complicated to use

Verified Reviewer
Verified LinkedIn User
Computer Software, 501–1,000 Employees
Used the Software for: 1+ year
Reviewer Source

optimizes customer services

3.0 2 years ago

Pros:

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

Cons:

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

Mohammad
Director in India
E-Learning, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

Salesforce Service Cloud Review

5.0 2 years ago

Pros:

Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement.

Cons:

Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity.

Travis
Field Engineer in US
Machinery, 201–500 Employees
Used the Software for: 2+ years
Reviewer Source

Good case management, but customizations are going to cost you

5.0 2 years ago

Comments: 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.

Alternatives Considered: Freshdesk, SugarCRM and Zendesk Suite

Nadia
Nadia
Accountant in US
Verified LinkedIn User
Building Materials, 11–50 Employees
Used the Software for: 1+ year
Reviewer Source

VERY user friendly!! Awesome Program for Customer Management!

5.0 6 years ago

Comments: It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!!

Pros:

I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.

Cons:

The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )

Verified Reviewer
Verified LinkedIn User
Telecommunications, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: GetApp

Does what we need it to

4.0 4 years ago

Comments: Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

Pros:

Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Cons:

There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

James
James
Business Development & Marketing in US
Verified LinkedIn User
Computer Software, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Salesforce is a great CRM

4.0 6 years ago

Pros:

I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

Cons:

I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.

Claire
Claire
Director of Development in Kenya
Verified LinkedIn User
Nonprofit Organisation Management, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

The most sophisticated CRM out there

5.0 6 years ago

Pros:

Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.

Cons:

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.

Greg
implementation consultant in UK
Computer Software, 2–10 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Best bet for Service

5.0 3 years ago

Comments: Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant

Pros:

Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.

Cons:

Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well

bri
assistant manager in US
Medical Practice, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source

salesforce review

5.0 2 years ago

Pros:

This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people.

Cons:

there is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things.