Salesforce Service Cloud Reviews & Insights

Score8.5 out of 10

397 Reviews and Ratings

Community insights

TrustRadius Insights for Salesforce Service Cloud are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Pros

Versatility: Users have praised the versatility of Salesforce Service Cloud, highlighting its ability to communicate through various channels like email, web forms, chat, and social media.

Customization Options: Many users have found the platform easy to customize, aligning business practices with service needs without extensive coding requirements.

User Interface: The user interface of Service Cloud is consistently commended for being easy to use, allowing for seamless data input and access while offering customization options like tailored dashboards and reports.

Robust Community Support: Users appreciate the robust community and instructional material provided by Salesforce, making it easier to find solutions for customizations and enhance learning processes.

Salesforce Service Cloud Reviews

87 Reviews

Best platform for servicing customers with various channels

Rating: 9 out of 10

May 9, 2025

Use Cases and Deployment Scope

We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry

Pros

Email to case
Web to case
Queue, Public groups
Reports and dashboards

Cons

Cage age fields calculations
Service console view
Live chat enhancements

Likelihood to Recommend

For Service center application to provide the service for the sold products, Reporting is very helpable for leader ship to track the sales and growth, Live chat agents helps the end customers or users to solve the problems in very quick time, knowledge articles also helps a lot. there are many features for service industry products

Punnareddy Pallerla

Sr Software Engineer in Information Technology at sabre (5001-10,000 employees)

Vetted Review

10 years of experience

Verified on LinkedIn

Good choice for native Salesforce companies

Rating: 7 out of 10

Incentivized

September 4, 2024

Use Cases and Deployment Scope

We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.

Pros

Response time reminders
Connected to CRM

Cons

Integration with Jira
Team management
Cost

Likelihood to Recommend

It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with.

Erin Gracyalny

Customer Success Manager in Customer Service at Propel Software Solutions (51-200 employees)

Vetted Review

5 years of experience

Verified on LinkedIn

Salesforce Service Cloud - a delightful service app for anyone who looks for growth in customer relationships.

Rating: 9 out of 10

Incentivized

August 28, 2024

Use Cases and Deployment Scope

I was on the middleware team at builder.ai, where data used to flow from the front end to middleware and then to the cloud—Salesforce, Xoho, and Netsuite. It was an app-building platform where customers used to come and design their own tailor-made apps. But many customers do not have technical expertise, so we have to collect their requirements and have a handy solution so they do not lose customers. To address this use case, Salesforce Service Cloud came into the picture for us.

Pros

Problem solving.
Customer use case management.
Comprehensive tool in market growth.
Minimal costs for implementation.

Cons

There is a slight scope for error, but sometimes it has a heavy impact. So this can be improved.
Costing is high.
Maintenance is more.
Expertise is required for implementation.
The number of communication messages have some limit per organisation account.

Likelihood to Recommend

This cloud is a good option for attracting large numbers of customers for mid-scale and large-scale organizations. However, it’s not suitable for small companies or startups due to its high cost. For use cases where real-time input from customers is taken and then processed on the cloud to give them output, this platform is a must.

Alfiya Mukadam

Software Engineer in Information Technology at Builder.ai (1001-5000 employees)

Vetted Review

1 year of experience

Verified on LinkedIn

Salesforce is great!

Rating: 9 out of 10

Incentivized

August 28, 2024

Use Cases and Deployment Scope

My HR Services department uses Salesforce for case management. All team members have their case views and can manage consulting questions and projects as they come in from clients. Salesforce helps to keep our projects organized and ensures they are completed in a timely fashion. Additionally, Salesforce helps with efficient and consistent client communication through our use of email templates.

Pros

Easy to link cases.
Notifications.
Email Templates.
Ability to add process dates.

Cons

Log a call function improved.
Better & more task management features.
Ability to assign multiple people to a case.

Likelihood to Recommend

Salesforce is well suited for project management and consulting businesses. Works well if you are trying to manage lots of different projects and incoming emails. Great for keeping everything organized and setting deadlines. May not work well for collaboration on the same projects. Good for personal task management and helping you to stay on track.

Verified User

Consultant in Human Resources (1001-5000 employees)

Vetted Review

3 years of experience

Great Product for the Price!

Rating: 10 out of 10

Incentivized

August 27, 2024

Use Cases and Deployment Scope

It is our CRM. We use it to manage our clients, projects, and opportunities. We also use it to manage campaigns for our dinners/events.

Pros

Finding info.
Managing campaigns for our dinners and networking events.
Managing opportunities.
Managing projects once the opportunity is won.

Cons

Sometimes is a little bit confusing on the new front end.
Whenever the cache gets stuck, it fails to load all of my dashboards.
Formatting is limited.

Likelihood to Recommend

The reporting is excellent, and my team can use it pretty easily. Support and configuration are easier because of the wealth of knowledge available in the SF community.

Dee Moore

Executive Assistant in Professional Services at MorrisAnderson & Associates, Ltd. (11-50 employees)

Vetted Review

5 years of experience

View profile

Service cloud.

Rating: 8 out of 10

Incentivized

August 27, 2024

Use Cases and Deployment Scope

Service is used for our service team. Customers who have bought houses may have issues they must raise once they have moved in. By using Service Cloud, we can utilize cases to service these customers. Cases can be raised and reside with the purchased property. We have an overview of everything the customer has raised in one place.

Pros

Group cases.
Customise tickets.
Action in timely manner.

Cons

Field service is a great tool but quite costly.
Sometimes the flexibility isn't what we need.

Likelihood to Recommend

Our team can have a 360-degree view of Salesforce service. We can see the house or houses they are linked to, along with any cases that have been raised. We can assign work to contractors who sit outside of our business. This is using community along with service cloud.

Jennifer Ely

Salesforce Delivery Manager in Information Technology at Homes by Strata (201-500 employees)

Vetted Review

3 years of experience

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Salesforce Service Cloud has great capabilities!

Rating: 10 out of 10

Incentivized

July 22, 2024

Use Cases and Deployment Scope

Our Customer Service team uses Salesforce Service Cloud to communicate with customers about issues, orders, anything. Our customers will email us and it goes to CS or Quality teams, based on the EMail-to-Case functionality. It routes to the appropriate team, and they can help the customer and resolve the cases.

Pros

collaboration
notification
organization

Cons

emails coming into SFDC (Salesforce Sales Cloud) - issues with visual look (via Outlook)
emails coming into SFDC - issues with truncation (via Outlook)

Likelihood to Recommend

Well suited if you have customers that have certain things they need to reach out to you about.

Verified User

Manager in Corporate (10,001+ employees)

Vetted Review

2 years of experience

Salesforce Service Cloud Review

Rating: 10 out of 10

Incentivized

July 22, 2024

Use Cases and Deployment Scope

We use Salesforce Service Cloud to track and manage customer inquiries, complaints, technical issues, and requests. Cases are created automatically from emails, our website, and phone calls. We also maintain a full knowledge base used to quickly find answers to questions and provide documentation for various issues. We also use a variety of reports and dashboards to help identify areas for improvement.

Pros

Automation
Case management
Reporting
Analytics

Cons

Easier automation
More integrated AI
Customization and be too complicated and convoluted

Likelihood to Recommend

I can't imagine tracking our cases and logging the history of customer and client issues in a system other than Salesforce Service Cloud. It is perfectly set up for our use and even new employees can quickly learn the system. Intuitive reporting and analytics help in resolving on going issues and future potential problems.

Verified User

Administrator in Customer Service (51-200 employees)

Vetted Review

4 years of experience

Salesforce Service Cloud Offers Many Built-in and Customizable Options

Rating: 8 out of 10

July 21, 2024

Use Cases and Deployment Scope

We implemented Salesforce Service Cloud after adopting Salesforce as our system of record for enterprise nonprofit donations and more. We offer internal support through email-to-case and a call center, and are launching an external call center and live chat. Our staff use internal self-service through an Experience Cloud portal site including Knowledge and Ideas, both enhanced with third-party add-ins. We've also adapted standard features like Incident Management and Asset Management for processes adjacent to support services.

Pros

Email-to-case as a customer service channel
Integrated reporting and dashboards for measurement
Integrations with a variety of third parties

Cons

Additional feature licenses are required for Chat and Messaging
Chat bots are adaptable but require additional purchase

Likelihood to Recommend

Customer service can be simple across teams with email and cases. Because Salesforce Service Cloud offers numerous features and is endlessly configurable, it pays to work with certified Salesforce Admins who can clearly understand your organizational needs and both built-in and options from third-party apps and integrations. For example, make sure any telephony integration supports Salesforce Omni-Channel if you plan to use more than email and phone channels.

Verified User

Professional in Information Technology (1001-5000 employees)

Vetted Review

3 years of experience

Best Cloud to give good Customer Service

Rating: 10 out of 10

Incentivized

July 15, 2024

Use Cases and Deployment Scope

It helps to provide out customers best support and it has the automation which helps to route the cases to the correct agent as per their skill set.It helps customers to get good after sales service and It helps our business to grow.we are currently using for after sales software support service. If the customer is from china so it will route the case to the china agent so it will reduce the time to solve the problem

Pros

Case management because once a customer fill up a web form so it will convert it into a case and our service agent can pick it up and solve it asap.
Omni channel routing it is a automation process to route the case to correct service agent as per their skill set .Which will help the agent to resolve the case faster and provide good customer experience like if the customer is from china so it will route the case to china service agent which will reduce the time of resolving the issue

Cons

Sometimes when the user replied on the closed case it will reopen create one case and reopen the old case which will give the user bad experience
When the agent is transferring the case it is throwing the error to the agent like there is a problem but it will not tell the agent that this case is transferred to anybody else which is giving a bad user experience

Likelihood to Recommend

If you want to provide the customer good after sales experience it is very good because the things that we require after sales ,Salesforce Service Cloud is providing it into a single package and its auto assignment of cases is a very good feature like it very suited where you want to give the support within 1-2 days of raising the case it is very good but if you want to do instant response then it is not a good fit for you because it will take time to route the case to correct agent.

Ritesh Khatri

Salesforce development in Information Technology at Areya (51-200 employees)

Vetted Review

2 years of experience

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