Salesforce Service Cloud Reviews

Name: Salesforce Service Cloud
Brand: Salesforce
Rating: 4 (38 reviews)

Vendor: Salesforce

4.3 out of 5

38 reviews

1,364 followers

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What is Salesforce Service Cloud?UNIXBusinessApplication
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Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

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Salesforce Service Cloud is the #2 ranked solution in top CRM Customer Engagement Centers, #4 ranked solution in top Knowledge Management Software, #7 ranked solution in top IT Alerting and Incident Management solutions, and #9 ranked solution in top Help Desk Software. PeerSpot users give Salesforce Service Cloud an average rating of 8.6 out of 10. Salesforce Service Cloud is most commonly compared to ServiceNow: Salesforce Service Cloud vs ServiceNow. Salesforce Service Cloud is popular among the large enterprise segment, accounting for 56% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a computer software company, accounting for 19% of all views.

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Salesforce Service Cloud

March 2024

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Helped 767,319 peers since 2012

Featured reviews

ChanchalSaxena

Lead Digital Transformation at Kohler Co.

Jan 3, 2024

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by…

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

Oct 5, 2023

This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data. The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.

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Joanna Hindle

Support Operations Manager at One Advanced

Dec 18, 2023

Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects The centralized infrastructure offers significant advantage. The most…

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Salesforce Service Cloud market share

Product category:

As of March 2024, the market share of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 17.2%, marking a decrease of 29.3% compared to the previous year, according to calculations based on PeerSpot user engagement data.

CRM Customer Engagement Centers

Key learnings from peers

Last updated Mar 22, 2024

Valuable Features

"The product's initial setup phase was straightforward."
"The interface is quite user-friendly."
"The complexity of the solution is very less."

Room for Improvement

"The product's high price is an area of concern where improvements are required."
"The documentation could be improved."
"The pricing of the solution can be made cheaper."

Pricing

"The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product."
"The tool is pretty expensive."
"We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive."

These insights are based on the in-depth reviews provided by peers to help you make a better buying decision.

Download our Salesforce Service Cloud Buyer's Guide for additional reliable information.

Review data by company size

By reviewers

By visitors reading reviews

Top industries

By visitors reading reviews

Computer Software Company

19%

Educational Organization

15%

Financial Services Firm

10%

Manufacturing Company

Retailer

Insurance Company

Healthcare Company

Government

Real Estate/Law Firm

University

Media Company

Construction Company

Energy/Utilities Company

Wholesaler/Distributor

Comms Service Provider

Outsourcing Company

Transportation Company

Legal Firm

Performing Arts

Logistics Company

Non Profit

Hospitality Company

Sports Company

Marketing Services Firm

Recreational Facilities/Services Company

Compare Salesforce Service Cloud with alternative products

Learn more about Salesforce Service Cloud

Salesforce Service Cloud was previously known as Service Cloud.

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Salesforce Service Cloud customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva