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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 61% 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
August 2025
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Salesforce Service Cloud mindshare

Product category:
CRM Customer Engagement Centers
As of August 2025, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 16.6%, down from 17.1% 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 Cloud16.6%
Microsoft Dynamics CRM23.1%
ServiceNow Customer Service Management11.1%
Other49.199999999999996%
CRM Customer Engagement Centers

PeerResearch reports based on Salesforce Service Cloud reviews

TypeTitleDate
CategoryCRM Customer Engagement CentersAug 27, 2025Download
ProductReviews, tips, and advice from real usersAug 27, 2025Download
ComparisonSalesforce Service Cloud vs Microsoft Dynamics CRMAug 27, 2025Download
ComparisonSalesforce Service Cloud vs ServiceNow Customer Service ManagementAug 27, 2025Download
ComparisonSalesforce Service Cloud vs Oracle Fusion ServiceAug 27, 2025Download
Suggested products
TitleRatingMindshareRecommending
ServiceNow4.2N/A91%223 interviewsAdd to research
Microsoft Dynamics CRM3.923.1%93%79 interviewsAdd to research
 
 
Key learnings from peers

Valuable Features

Salesforce Service Cloud offers customization, seamless integration, and flexibility with features like Service Console, Case Management, and Knowledge Base. Users appreciate automated upgrades, easy configuration, customer interaction management across channels, and APIs for extended functionalities. Its scalability, pre-built packages, and real-time data analytics enhance productivity and efficiency. The user-friendly interface and cloud-based CRM capabilities streamline workflows and accelerate implementation, while intuitive customization ensures adaptability to various business needs.
  • "Nobody can compete with Salesforce Service Cloud's scalability."
  • "Salesforce Service Cloud improved our organization with its mobile capabilities."
  • "We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."

Room for Improvement

Salesforce Service Cloud faces issues with reporting, which lacks flexibility and advanced analytics. Pricing is considered high, and map integration requires additional costs. The user interface is challenging, particularly for non-experts. Email functionality and case management have limitations, such as needing Case Merge Premium and issues with signature placement. Integration with Outlook is unstable, and mobile versions lack parity. Improvements in AI capabilities and simplification of overlapping features are also necessary.
  • "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."
  • "The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper."

ROI

Salesforce Service Cloud offers a significant return through features like faster reporting, quote generation, and customer reach. Gains include improved KPIs, departmental profitability, better agent productivity, and integration of customer data. Improved business processes and low implementation costs increase ROI. Cost savings and operational efficiency are seen, though it requires maintenance for optimum performance. Returns vary based on company size, data, and transaction volume. Some report ROI over 135% and improved speed compared to previous processes.

Pricing

Enterprise buyers often find Salesforce Service Cloud pricing based on the number of users and features they need. While some rate the pricing anywhere from medium to high, the flexibility in licensing and strong negotiation opportunities can bring costs down. Engaging Salesforce account executives for tailored deals is encouraged. Many large enterprises already use it for operational and revenue benefits, though smaller companies might find it expensive to justify.
  • "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

Salesforce Service Cloud is primarily utilized for customer relationship management, improving customer service, and streamlining case management processes. Users across various sectors like B2B, insurance, banking, and retail deploy it to handle inquiries, manage cases, and resolve complaints, enhancing efficiency and customer satisfaction. It supports contact centers in addressing calls, automating processes, and integrating with external systems, enabling lead management, sales tracking, and order processing while offering a 360-degree view of customer interactions.

Service and Support

Salesforce Service Cloud customer service is highly rated, often described as excellent or great, with users praising its responsiveness and available resources like the large community. Users frequently recommend premier support for quicker resolutions. Technical support is generally good but may require escalations for complex issues. Community forums are invaluable, providing quick answers. Paid support is deemed beneficial, while standard support may experience delays, especially for complicated queries. Users often rely on partners for additional assistance.

Deployment

Many find Salesforce Service Cloud's initial setup easy due to its cloud-based nature and user-friendly interface. Small businesses can set it up quickly, while larger organizations face complexity with customizations and data migrations. Companies using Salesforce for other functions experience a smoother process. Support from Salesforce Professional Services aids in complex setups. Deployment time varies, often requiring skilled professionals and integration efforts, especially when customizing or managing large data volumes.

Scalability

Many emphasize Salesforce Service Cloud's exceptional scalability, easily accommodating organizational growth and high user counts due to its cloud-based nature. Though some face challenges with governor limits, Salesforce frequently extends limits when justified. Its adaptability supports various industries, with ratings often reaching nine or ten. Its infrastructure allows integration, automation, and seamless scaling, benefiting numerous departments. While some express slight concerns, scalability is largely praised across many businesses.

Stability

Many users find Salesforce Service Cloud highly stable, with most encountering no issues. Ratings mostly fall between seven and ten out of ten. Occasional slow responses and rare stability disruptions are noted but are generally resolved quickly. Governor limits sometimes cause challenges but help maintain stability. Users appreciate the advance notifications about updates or potential downtime. Stability is considered a significant advantage, with customization options available despite 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 Business17
Midsize Enterprise12
Large Enterprise20
By reviewers
By visitors reading reviews
Company SizeCount
Small Business62
Midsize Enterprise31
Large Enterprise146
By visitors reading reviews

Top industries

By visitors reading reviews
Financial Services Firm
15%
Manufacturing Company
10%
Performing Arts
9%
Computer Software Company
8%
University
8%
Healthcare Company
5%
Educational Organization
5%
Insurance Company
5%
Government
4%
Outsourcing Company
3%
Comms Service Provider
3%
Non Profit
3%
Wholesaler/Distributor
2%
Retailer
2%
Media Company
2%
Logistics Company
2%
Real Estate/Law Firm
2%
Consumer Goods Company
2%
Transportation Company
1%
Hospitality Company
1%
Renewables & Environment Company
1%
Recreational Facilities/Services Company
1%
Recruiting/Hr Firm
1%
Pharma/Biotech Company
1%
Sports Company
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

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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.
Lead Digital Transformation at Kohler Co.4.5As an internal consultant, I've implemented Salesforce Service Cloud for contact centers to streamline customer service. Its key features include customer 360 and rapid deployment. However, it lacks integrated maps and advanced reporting. We chose it over Microsoft Dynamics for scalability.
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.
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.