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Salesforce Service Cloud Reviews

Vendor: Salesforce
4.2 out of 5
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What is Salesforce Service Cloud?

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, #3 ranked solution in top Knowledge Management Software, #4 ranked solution in top Help Desk Software, and #6 ranked solution in top IT Alerting and Incident Management solutions. PeerSpot users give Salesforce Service Cloud an average rating of 8.4 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 60% of users researching this solution on PeerSpot. The top industry researching this solution are professionals from a financial services firm, accounting for 15% of all views.
Buyer's Guide
Salesforce Service Cloud
October 2025
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Helped 873,085 peers since 2012

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Salesforce Service Cloud mindshare

Product category:
CRM Customer Engagement Centers
As of November 2025, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 13.5%, down from 18.0% compared to the previous year, according to calculations based on PeerSpot user engagement data.
CRM Customer Engagement Centers Market Share Distribution
ProductMarket Share (%)
Salesforce Service Cloud13.5%
Microsoft Dynamics CRM18.2%
ServiceNow Customer Service Management8.1%
Other60.2%
CRM Customer Engagement Centers

PeerResearch reports based on Salesforce Service Cloud reviews

TypeTitleDate
CategoryCRM Customer Engagement CentersNov 6, 2025Download
ProductReviews, tips, and advice from real usersNov 6, 2025Download
ComparisonSalesforce Service Cloud vs Microsoft Dynamics CRMNov 6, 2025Download
ComparisonSalesforce Service Cloud vs ServiceNow Customer Service ManagementNov 6, 2025Download
ComparisonSalesforce Service Cloud vs Oracle Fusion ServiceNov 6, 2025Download
Suggested products
TitleRatingMindshareRecommending
ServiceNow4.2N/A91%224 interviewsAdd to research
Microsoft Dynamics CRM3.918.2%93%79 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Salesforce Service Cloud offers features like customizable consoles, seamless integration with other systems, efficient case management, automation, and a user-friendly interface. The platform enables rapid deployment, supports multiple communication channels, and provides robust data reporting and analytics. Businesses appreciate its flexibility, real-time intelligence, and pre-built packages, enhancing productivity and collaboration. Integration capabilities and scalability are crucial, providing centralized customer information and improving overall efficiency and performance.
  • "The main benefit is having it integrated with the core Salesforce."
  • "Nobody can compete with Salesforce Service Cloud's scalability."
  • "Salesforce Service Cloud improved our organization with its mobile capabilities."

Room for Improvement

Salesforce Service Cloud faces challenges in pricing, user interface, and customization. The interface is often complex, requiring technical expertise for configuration. Users express difficulties with the Knowledge Management module and desire improved analytics and reporting capabilities. The integration with other platforms and the email system needs enhancement, particularly with Outlook and mobile applications. Overall, users seek more robust BI tools and affordable pricing, along with better workforce management and SSL management functionalities.
  • "I face challenges with Salesforce Service Cloud because it requires and is difficult to customize."
  • "Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple."
  • "The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted."

ROI

Salesforce Service Cloud has led to savings, increased efficiency, and enhanced reporting for companies. Businesses noted a 30% increase in service-related activities, with notable improvements in speed and customer interaction. Features like single data sources and automation contributed to productivity gains. ROI varied, with reports of both financial and intangible benefits. Users experienced positive changes in KPIs and a deeper understanding of customer engagement, resulting in measurable time and cost savings.

Pricing

Enterprise buyers note that Salesforce Service Cloud is expensive but competitive, offering high customization. Organizations should negotiate with Salesforce for flexible pricing, considering additional savings like infrastructure and reduced support headcount. It’s crucial to purchase licenses only when needed, and the solution is best for companies with over 20 users. While some view it as costly, it provides robust functionality and significant benefits, justifying the expense for operations and growth improvement.
  • "Salesforce Service Cloud is a bit expensive."
  • "Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions."
  • "Only enterprise businesses can afford the solution, and small companies cannot afford it."

Popular Use Cases

Companies primarily use Salesforce Service Cloud for customer relationship management, addressing customer queries, managing cases, sales processes, and integrating various business operations. It facilitates efficient handling of customer service inquiries in sectors like healthcare, banking, and insurance, supports call centers in managing and resolving technical issues, aids in sales and lead management, and enhances customer interaction. Its functionality enables automation, order integration, and improves both customer experience and process efficiency.

Service and Support

Users report mixed experiences with Salesforce Service Cloud's support. Many find customer service excellent with responsive, knowledgeable assistance. However, others encounter delays, particularly with technical queries, often necessitating escalation to higher tiers. The community and online resources provide substantial support, often bypassing the need for direct contact. Premium support is recommended for faster response times. The effectiveness of support largely depends on the chosen service plan and partnership arrangements.

Deployment

Salesforce Service Cloud's initial setup varies widely in complexity. For smaller businesses or those with existing Salesforce solutions, it is straightforward, requiring little customization. Larger enterprises face challenges with customization, data migration, and integration, often needing professional assistance. Initial setup can be seamless with expert guidance, but complex configurations, data mapping, and security rules can extend timelines. Organizations experience a learning curve, and deployments might involve multiple departments over several months.

Scalability

Salesforce Service Cloud is widely regarded as very scalable, allowing organizations to expand effortlessly. Many users report adding more users without experiencing performance issues. It offers strong adaptability and supports large user bases across various departments globally. Although governor limits can pose challenges, these issues are often manageable. Most users rate its scalability highly, emphasizing its effectiveness for medium and enterprise businesses, leveraging cloud-based architecture and advanced features.

Stability

Users find Salesforce Service Cloud robust and stable, with minimal disruptions. Most reports rate its stability 8-10 out of 10. Occasional issues are mainly due to integrations, bandwidth, or governor limits. Few glitches occur, quickly resolved by support. Users appreciate communication on potential downtimes. Stability is highly valued, though some mention its high cost.
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
Company SizeCount
Small Business18
Midsize Enterprise12
Large Enterprise20
By reviewers
By visitors reading reviews
Company SizeCount
Small Business64
Midsize Enterprise29
Large Enterprise137
By visitors reading reviews

Top industries

By visitors reading reviews
Financial Services Firm
15%
Performing Arts
9%
Manufacturing Company
9%
University
9%
Computer Software Company
8%
Outsourcing Company
6%
Healthcare Company
6%
Educational Organization
5%
Insurance Company
4%
Government
4%
Comms Service Provider
3%
Non Profit
3%
Wholesaler/Distributor
3%
Logistics Company
2%
Real Estate/Law Firm
2%
Media Company
2%
Consumer Goods Company
2%
Hospitality Company
1%
Recreational Facilities/Services Company
1%
Renewables & Environment Company
1%
Retailer
1%
Pharma/Biotech Company
1%
Transportation Company
1%
Recruiting/Hr Firm
1%

Compare Salesforce Service Cloud with alternative products

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Learn more about Salesforce Service Cloud

Salesforce Service Cloud was previously known as Service Cloud.

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

Related questions

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Why is CRM Customer Engagement Centers important for companies?

Product Categories

Product Categories
CRM Customer Engagement Centers
Help Desk Software
Knowledge Management Software
IT Alerting and Incident Management

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Salesforce Service Cloud Reviews Summary
Author infoRatingReview Summary
Lead Solutions Architect at a financial services firm with 11-50 employees3.5In my experience with Salesforce Service Cloud, it excels in B2B sales with its pre-built packages and automation, though it could benefit from simplification and consistent features. Substantial maintenance is required for ROI, especially without external integration tools.
Assosiate Partner at Autana Business Partners4.5I’ve used Salesforce Service Cloud for over a decade; it’s user-friendly, scalable, and reliable, though expensive. It boosts productivity, but configuring automation flows is tough due to limited technical talent. Overall, I’d rate it 9 out of 10.
Lead Digital Transformation at Kohler Co.5.0We improved our customer experience and process efficiency using Salesforce Service Cloud, saving costs with features like VRA and Customer 360. While effective, it requires better reporting capabilities. We migrated from Microsoft CRM, finding Salesforce better suited to our needs.
Head Of Information Technology at SAISOFT4.5I find Salesforce Service Cloud reliable, scalable, and easy to set up, with strong customization and workflow features, though case resolution could be simpler. Support depends on partners, but overall, it offers good value and I'd recommend it.
Application Owner at a government with 1,001-5,000 employees4.0I used Salesforce Service Cloud to help sales agents track visits, gather customer feedback, and capture orders. Its mobile capabilities were valuable, but it was costly compared to our existing SAP CRM solution. We're exploring new options like SAP Marketing Cloud.
Director - Customer Experience at a consultancy with 10,001+ employees4.0As a system integrator, I implement Salesforce Service Cloud to enhance customer interactions. While real-time intelligence is valuable, improvements are needed in analytics speed, SLA management, and AI-driven knowledge management. Salesforce is preferred over ServiceNow for larger organizations.
CTO at Glenavoo Digital2.0I've used Salesforce Service Cloud for SLA management due to company policy, but find it standard and hard to customize, with weak media handling. While integration with Salesforce is helpful, I preferred Zendesk based on team feedback.
Senior Salesforce Engineer at a computer software company with 10,001+ employees4.5We use Salesforce Service Cloud for customer service at an American apparel brand, offering multiple communication channels like email and chatbots. It's a great platform but needs AI improvements; omnichannel routing is challenging to manage.