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Salesforce Service Cloud Reviews

Vendor: Salesforce
4.2 out of 5
Badge Leader
1,350 followers
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What is Salesforce Service Cloud?

Featured Salesforce Service Cloud reviews

Salesforce Service Cloud mindshare

As of May 2025, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 18.7%, up from 16.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM Customer Engagement Centers

PeerResearch reports based on Salesforce Service Cloud reviews

TypeTitleDate
CategoryCRM Customer Engagement CentersMay 31, 2025Download
ProductReviews, tips, and advice from real usersMay 31, 2025Download
ComparisonSalesforce Service Cloud vs Microsoft Dynamics CRMMay 31, 2025Download
ComparisonSalesforce Service Cloud vs ServiceNow Customer Service ManagementMay 31, 2025Download
ComparisonSalesforce Service Cloud vs Oracle Fusion ServiceMay 31, 2025Download
Suggested products
TitleRatingMindshareRecommending
ServiceNow4.3N/A92%220 interviewsAdd to research
Microsoft Dynamics CRM3.925.1%93%78 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Room for Improvement

ROI

Pricing

Popular Use Cases

Service and Support

Deployment

Scalability

Stability

Review data by company size

By reviewers
By visitors reading reviews

Top industries

By visitors reading reviews
Financial Services Firm
19%
Computer Software Company
13%
Manufacturing Company
10%
Educational Organization
10%
Government
6%
Healthcare Company
5%
University
5%
Insurance Company
5%
Comms Service Provider
3%
Real Estate/Law Firm
3%
Non Profit
2%
Logistics Company
2%
Retailer
2%
Wholesaler/Distributor
2%
Consumer Goods Company
2%
Media Company
2%
Performing Arts
2%
Sports Company
1%
Pharma/Biotech Company
1%
Recruiting/Hr Firm
1%
Hospitality Company
1%
Outsourcing Company
1%
 

Salesforce Service Cloud reviews

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PeerSpot user
Lead Solutions Architect at a financial services firm with 11-50 employees
Verified user of Salesforce Service Cloud
Apr 8, 2025
Leverage top-tier automation capabilities while streamlining complex naming conventions

Pros

"Nobody can compete with Salesforce Service Cloud's scalability."

Cons

"The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."
RK
Lead Consultant at CGI
Verified user of Salesforce Service Cloud
May 29, 2024
Offers automation tools like CRM Analytics and out-of-the-box with satisfying stability

Pros

"There is an out-of-the-box feature for reporting and analytics"

Cons

"The governor limits are a troubling feature of Salesforce"
Find out what your peers are saying about Salesforce Service Cloud. Updated May 2025
853,831 professionals have used our research since 2012.
ChanchalSaxena - PeerSpot user
Lead Digital Transformation at Kohler Co.
Verified user of Salesforce Service Cloud
Jan 5, 2024
High scalability with good plugins and excellent customer visibility

Pros

"The plug-ins that work with other standard systems have made the product industry-ready. "

Cons

"The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license."
Maharshi Shukla - PeerSpot user
Operation Management's at WhiteHat Jr
Verified user of Salesforce Service Cloud
Jul 15, 2024
Love Salesforce's support team, facilities, and services

Pros

"We are very happy with the support team from Salesforce. "

Cons

"I would like to add some bot features."
ChanchalSaxena - PeerSpot user
Lead Digital Transformation at Kohler Co.
Verified user of Salesforce Service Cloud
Oct 14, 2023
Product version discussed: Enterprise Edition
Helped address customer complaints and aligned my company with the industry's best practices

Pros

"The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians."

Cons

"Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map."
Richard Mottershead - PeerSpot user
Enterprise Architect at a non-profit with 501-1,000 employees
Verified user of Salesforce Service Cloud
Jun 18, 2024
Product version discussed: Spring '24
Offers feedback input to CRM systems instantaneously and provides operational reporting features but needs improvement in backend connectivity

Pros

"The instant input of feedback into the CRM systems by case management is one of the impactful features"

Cons

"There are some issues with backend connectivity in Salesforce Service Cloud."
Diganta Tah - PeerSpot user
Director - Customer Experience at a consultancy with 10,001+ employees
Verified user of Salesforce Service Cloud
Apr 19, 2024
Offers real-time intelligence, stable product and improves interactions with customers in service environments

Pros

"It is a stable product. "

Cons

" Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here."
PeerSpot user
Senior Architect Engineer at a consultancy with 1-10 employees
Verified user of Salesforce Service Cloud
Aug 12, 2024
Helps to track the entire customer journey from lead to account or opportunity

Pros

"The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions. "

Cons

"We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements. "