Salesforce Service Cloud Reviews

Name: Salesforce Service Cloud
Brand: Salesforce
Rating: 4.2 (54 reviews)

4.2 out of 5

54 reviews
96% willing to recommend

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 17% of all views.

Buyer's Guide

Salesforce Service Cloud

June 2025

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Helped 862,499 peers since 2012

Featured Salesforce Service Cloud reviews

MARIA PILAR CANDA

Assosiate Partner at Autana Business Partners

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging. Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation. In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

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ChanchalSaxena

Lead Digital Transformation at Kohler Co.

The solution should improve: 1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license. 2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.

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Maharshi Shukla

Operation Management's at WhiteHat Jr

I used Zendesk. Then, after cost-cutting, we started using Salesforce. Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved. Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk. So, we weren't set to choose Salesforce, and looked at other options.

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Salesforce Service Cloud mindshare

Product category:

As of July 2025, the mindshare of Salesforce Service Cloud in the CRM Customer Engagement Centers category stands at 16.8%, up from 15.8% 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

Type	Title	Date
Category	CRM Customer Engagement Centers	Jul 20, 2025	Download
Product	Reviews, tips, and advice from real users	Jul 20, 2025	Download
Comparison	Salesforce Service Cloud vs Microsoft Dynamics CRM	Jul 20, 2025	Download
Comparison	Salesforce Service Cloud vs ServiceNow Customer Service Management	Jul 20, 2025	Download
Comparison	Salesforce Service Cloud vs Oracle Fusion Service	Jul 20, 2025	Download

Title	Rating	Mindshare	Recommending
ServiceNow	4.2	N/A	91%	222 interviews Add to research
Microsoft Dynamics CRM	3.9	23.2%	93%	79 interviews Add to research

Valuable Features

Salesforce Service Cloud offers valuable features like easy customization, real-time analytics, user-friendly interfaces, seamless integration, automation capabilities, and rapid implementation. Businesses value its case management, robust email tracking, and comprehensive service console. Omni Channel improves workload efficiency, while pre-built packages and APIs enhance scalability and flexibility. The platform's automatic upgrades and diverse communication channels are beneficial. Integration with ERP provides complete visibility, enhancing decision-making and collaboration. Centralized customer data and mobile capabilities boost productivity.

"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 users cite several areas for improvement: email integration with Outlook is unstable. The user interface and pricing need enhancements. Reporting capabilities could be more powerful, and knowledge management requires better algorithms. Mobile app functionality should match desktop capabilities. Automation, including AI features, lacks user-friendliness. Integrations with other systems are cumbersome, and file storage costs are high. Pricing remains a concern. More training and improved analytics would benefit users. Technical talent for configuring flows is scarce.

"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."
"The solution could continue improving its artificial intelligence capabilities."

ROI

Salesforce Service Cloud contributes significantly to ROI through time savings, increased efficiency in reporting, and improved customer data management. Implementing and maintaining costs can affect ROI positively. Some estimate a 135% increase over two years, with increased agent productivity and satisfaction. Sales, retention, and service business have seen significant growth while also facilitating faster problem-solving. Call resolution time improved and NPS scores jumped from 5% to 22%, demonstrating overall effectiveness.

Pricing

Salesforce Service Cloud is typically viewed as an expensive yet comprehensive solution, catering mainly to enterprise organizations. Pricing depends on the number of users, with costs averaging around $49 per month per user. Many users highlight the flexibility in negotiation with Salesforce representatives for tailored pricing, especially for larger contracts. Enterprise buyers prioritize weighing license costs against infrastructure savings and productivity gains, advocating negotiation for favorable terms.

"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

Organizations utilize Salesforce Service Cloud for diverse applications, including customer relationship management, handling service requests, and improving customer experience. Industries such as medical devices, banking, insurance, and apparel employ it for case management, warranty support, and sales processes. Features like automating processes, managing warranties, order submission, and integration with systems like NetSuite are extensively used. Contact centers and field services benefit by enhancing interactions, reducing call load, and facilitating customer self-service.

Service and Support

Salesforce Service Cloud's customer service is often rated excellent, with users noting responsiveness and helpful resources. Technical support is praised but mixed, with community resources and top-tier support offering faster solutions. Users experienced slower responses for complex issues, especially without premium support. Clarity on contract terms is essential, as noted for support satisfaction and access. Community forums and online resources are significant aids, enabling many to resolve issues independently.

Deployment

Salesforce Service Cloud's initial setup is generally user-friendly due to its cloud-based nature. However, customization can be complex, particularly with data migration and integration of third-party tools. Custom processes might extend deployment timelines, requiring strong technical expertise and comprehensive planning. Many organizations find it straightforward for basic functionalities but may encounter increased complexity with advanced features or intricate business rules. Various experiences highlight challenges with customization, but support resources and tools like CI/CD pipelines assist in streamlining the process.

Scalability

Salesforce Service Cloud is highly scalable, suitable for both medium and enterprise-level businesses. Organizations appreciate its adaptability as they expand, noting ease in adding users and features. While some express concern over governor limits, many find its scalability seamless due to its cloud-based architecture and continuous updates. Its ability to integrate with tools like Outlook and support large enterprises across multiple departments demonstrates its effectiveness in handling high user counts and diverse integration needs.

Stability

Salesforce Service Cloud is widely regarded for its stability, with many citing it as robust and dependable. Occasional slow responses are often attributed to external bandwidth issues. A few note that governor limits help maintain its stability despite some challenges. Most users give high ratings for stability, typically between eight and ten out of ten. It’s praised for its scalability when implemented correctly and remains stable even during integrations with third-party tools.

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

Financial Services Firm

17%

Computer Software Company

11%

Manufacturing Company

Performing Arts

Educational Organization

Government

Healthcare Company

Insurance Company

University

Non Profit

Comms Service Provider

Wholesaler/Distributor

Real Estate/Law Firm

Logistics Company

Retailer

Outsourcing Company

Media Company

Consumer Goods Company

Transportation Company

Hospitality Company

Renewables & Environment Company

Recruiting/Hr Firm

Pharma/Biotech Company

Recreational Facilities/Services Company

Sports Company

Compare Salesforce Service Cloud with alternative products

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