Salesforce Service Cloud Reviews
Salesforce Service Cloud
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767 Reviews
- Industry: Staffing & Recruiting
- Company size: 1,001–5,000 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 is the best web-based platform to do Sales, BD and Recruiting!
Reviewed on 18/08/2018
SalesForce is a great tool that will help small to big companies in driving revenue, and helping...
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: 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 24/04/2023
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 10/11/2021
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: Banking
- Company size: 10,000+ 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
Salesforce Review
Reviewed on 16/06/2024
I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support
I am very impress with Salesforce since it can be used for incoming, outgoing calls and chat support
Pros
The user interface is less complicated and the ticket are well organize
Cons
It freezes during new changes are being implemented
- Industry: Nonprofit Organisation 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 4/08/2023
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: Computer Software
- Company size: 51–200 Employees
- Used Daily for 6-12 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Likelihood to recommend 8.0 /10
Salesforce can work for you as a tech support executive
Reviewed on 15/12/2021
Really enjoy working with the service. It's easy to manage and integrations are great
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
Zendesk SuiteReasons for Switching to Salesforce Service Cloud
already have info in Salesforce so it's a crucial aspect
- 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 4/05/2018
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 25/03/2024
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 25/06/2024
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 8/06/2024
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: Nonprofit Organisation Management
- Company size: 11–50 Employees
- Used Weekly 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
Sales Business brand
Reviewed on 3/06/2021
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: 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 12/05/2023
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 14/12/2023
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 27/05/2023
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: Education Management
- Company size: 201–500 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
Great for customer relation management
Reviewed on 27/03/2023
We run a survey a few months after switching to Salesforce Service Cloud and our clients are more...
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
- Industry: Computer Software
- 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
- Likelihood to recommend 8.0 /10
optimizes customer services
Reviewed on 16/04/2023
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
- Industry: E-Learning
- Company size: 11–50 Employees
- Used Weekly for 1-5 months
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Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Salesforce Service Cloud Review
Reviewed on 22/02/2023
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.
- Industry: Machinery
- Company size: 201–500 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 5.0 /10
Good case management, but customizations are going to cost you
Reviewed on 21/06/2022
It's been reasonable. The service has tiered packages. This does not allow for certain items to be...
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: Building Materials
- Company size: 11–50 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
VERY user friendly!! Awesome Program for Customer Management!
Reviewed on 2/01/2019
It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take...
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! : )
- Industry: Telecommunications
- 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 8.0 /10
Does what we need it to
Reviewed on 11/02/2021
Overall this feature is great and allows us to easily report on and keep track of cases rather than...
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
- Industry: Computer Software
- 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
Salesforce is a great CRM
Reviewed on 25/07/2018
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.
- Industry: Nonprofit Organisation Management
- Company size: 11–50 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 7.0 /10
The most sophisticated CRM out there
Reviewed on 29/03/2019
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.
- Industry: Computer Software
- Company size: 2–10 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 9.0 /10
Best bet for Service
Reviewed on 11/01/2022
Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of...
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
- Industry: Medical Practice
- 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 10/01/2023
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.
- Industry: Computer Software
- Company size: 51–200 Employees
- Used Daily for 2+ years
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Review Source
Overall rating
- Ease of Use
- Likelihood to recommend 6.0 /10
Good if using Salesforce CRM
Reviewed on 12/05/2023
It was okay - great for us, terrible for clients.
It was okay - great for us, terrible for clients.
Pros
The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!
Cons
Even if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough.
