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Salesforce Service Cloud
4.4
Overall rating
Reviews
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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 centralise and optimise the agent efforts, allowing them to handle customers' requests and manage cases.
Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.
The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Salesforce Service Cloud pricing
Salesforce Service Cloud does not have a free version but does offer a free trial. Salesforce Service Cloud paid version starts at USD 25.00/month.
Starting Price:
USD 25.00/month
Free Version:
No
Free trial:
Yes
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Salesforce Service Cloud Reviews
Feature rating
5 reviews of 774
View all reviews
Jessica
- Industry: Computer Software
- Company size: 1,001–5,000 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 13/11/2023
The best cloud tool to manage customer inquiries
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
- Industry: Real Estate
- Company size: 2–10 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 09/06/2024
Service Cloud is a Game Changer
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.
Delicia
- Industry: Internet
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 23/10/2024
salesforce for the win
Love love love!!! This allows field agents to put in for service where needed and provides office and all workers to see in real-time it was put in the system
Pros
Perfect for field workers to put in work orders
Cons
the small things not having an asterisk to complete and move on to next screen before submitting
Carl
- Industry: Building Materials
- Company size: 11–50 Employees
- Used Weekly for 2+ years
-
Review Source
3
Reviewed on 28/03/2024
Review Management
Meh. Streamline operations is definitely necessary. Improve search fields also a must
Pros
Seems like an adequate service but lots of room for improvement.
Cons
Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements
Brittani
- Industry: Nonprofit Organization Management
- Company size: 11–50 Employees
- Used Daily for 1+ year
-
Review Source
5
Reviewed on 19/08/2024
Has helped incredibly!
My overall experience with Salesforce Service Cloud has been quite positive. The platform's customer service tools have greatly improved our ability to manage and resolve customer issues efficiently. The integration capabilities with other Salesforce products and third-party applications have made it a versatile solution for our business needs. The analytics and reporting features have provided valuable insights for improving our service operations. Overall, Salesforce Service Cloud has been a highly beneficial tool for enhancing our customer service capabilities.
Pros
Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.
Cons
The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.
