Overview
Product Information on Salesforce Service Cloud
What is Salesforce Service Cloud?
Salesforce Service Cloud Pricing
Overall experience with Salesforce Service Cloud
“Omnichannel Support and Dashboard Flexibility Noted Despite Initial Learning Curve”
“Integration Process and Training Demands Highlighted as Key Concerns for Product”
About Company
Company Description
Salesforce is a company that integrates artificial intelligence with customer relationship management and data to create solutions for customer-related concerns. Salesforce's primary business problem is to enhance the interaction between businesses and their customers by leveraging technology.
Company Details
Key Insights
A Snapshot of What Matters - Based on Validated User Reviews
User Sentiment About Salesforce Service Cloud
Reviewer Insights for: Salesforce Service Cloud
Performance of Salesforce Service Cloud Across Market Features
Salesforce Service Cloud Likes & Dislikes
I like the seamless omnichannel experience that allows our agents to manage customer interactions across email, phone, and chat from a single platform. The case management automation is very strong and helps in faster routing and resolution. I also appreciate the flexibility to customize workflows and dashboards to meet our business needs.
Read Full ReviewTrusted brand name, lots of customization options, seamless SaaS product, easy integration with SIS systems.
Read Full ReviewCase management as mentioned, making it easy to measure KPIs and resolve and assign cases easily. Email to case automation as already mentioned, has allowed us to move away from emails and siloed correspondence. Omnichannel routing has also been very useful, to ensure cases go to the right teams, with the right skills, improving customer experience.
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1. The User interface can sometimes feel cluttered, especially for new users with limited Salesforce experience. 2. The reporting and dashboard features require additional customization to meet complex reporting needs. 3. Integration with some legacy systems was more challenging than expected and required extra development effort.
Read Full ReviewThe per-license cost is high and resolving issues with the product can require extensive troubleshooting steps. Can be finicky when it comes to getting data integrations to appear prperly. Takes a good bit of time to train staff in proper use.
Read Full ReviewIt helps massively to have someone with Salesforce experience in administration on board at the very initial scoping stage, having joined the business a bit later in the process, I feel that we could have solved some challenges we had at the very beginning of our MVP rollout. This is not a fault of Service Cloud though. A great admin will be able to unlock the full potential of Service Cloud.
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Peer Discussions
Salesforce Service Cloud Reviews and Ratings
- IT Manager10B+ USDInsurance (except health)Review Source
Omnichannel Support and Dashboard Flexibility Noted Despite Initial Learning Curve
Throughout my experience with salesforce Service cloud, I found the platform incredibly useful for simplifying how our teams handle customer cases. The system made it easier to track interactions and follow up quickly, which really improved our day-to-day efficiency. I especially valued how we could bring all customer conversations from different channels into one place, making things more straightforward for our agents. Of course, there were moments where the system needed finetuning to fit our processes, but overall, it has had a very positive impact on both our teams' productivity and our customer's satisfaction. - Salesforce Product Manager<50M USDRetailReview Source
The most used CRM in the world for a reason, still has it's quirks but is infinitely adaptable to every use case.
We have had a very good experience using Salesforce Service Cloud. Case management is obviously a strong point and one of the main reasons we have used this, to be able to use cases collaboratively across the business has been a huge benefit for us. We have also rolled out email-to-case alongside multiple inboxes, to centralise all of our case management into one place. - Expert Operations Associate50M-1B USDHealthcare and BiotechReview Source
Tons of customer info in one place - but can be good to navigate
Salesforce does the job when it comes to tracking customer info, but it can be a bit overwhelming. There's a ton of date in there, and sometimes it feels like you need to click through five different tabs just to find something simple. Once you get used to how it's organized, though, it's a powerful tool to have. - IT MANAGER<50M USDConstructionReview Source
La calidad de Salesforce permite mejorar procesos empresariales clave
La calidad, liderazgo y capacidades de las plataformas de Salesforce generan confianza y apoyan el exito en todos los procesos del negocio. Contabamos con otro CRM pero necesitábamos tener una mejor opcion que nos permitiera dar mejor trazabilidad a las ventas desde las rutas de clientes, historial del seguimiento, cierres más eficientes y en si mejorar todo el proceso de venta; encontrando todo esto con Salesforce. - Solution And Experience Manager1B-10B USDBankingReview Source
Stable Platform Empowers Omnichannel Support and Automation With Strong Analytics Tools
At our org., the experience has been very positive. It enabled omnichannel support, improved resolution times and CSAT, and delivered strong analytics and automation. Setup and integrations took some effot, but the plataform is stable, scalable and supports our growth.