The company's use of the Service Cloud platform for customer service has been very positive. With an easy-to-use solution, users with little or no previous experience in CRM learned and became familiar with the system quickly, extracting and generating value. We realized that scalability is a strong point, starting the operation with a small team and managing to increase the number of users subsequently, without major difficulties.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency. Review collected by and hosted on G2.com.
The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve. Review collected by and hosted on G2.com.
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Customer Support over cloud
The text "Salesforce Review" is already in English. It refers to an evaluation or assessment of Salesforce, which is a customer relationship management (CRM) platform.
I've have two years of implementation experience with Service Cloud
5,605 out of 5,606 Total Reviews for Salesforce Service Cloud
Overall Review Sentiment for Salesforce Service Cloud
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Salesforce Service Cloud is a well known brand in the Software as a Service (SaaS) industry. Having a good reputation, our Quality Team is naturaly drawn to it for it's simplicity, ease of navigation, and general ease of use. The software experience within the platform is user friendly and there are new features in 2024 such as AI automation and AI bots, which are exciting for our end users. Review collected by and hosted on G2.com.
Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.
In my experience, Salesforce helps me maintain my students' portfolio into one big file. This, in turn, helps me manage data as I can see who is getting better or who needs help at a glance. It helps me maintain accurate student records for all my students. Review collected by and hosted on G2.com.
Salesforce tends to be severly lacking in its graphics and features. Sometimes, as I am using it, the server is unavailable and crashes. Also, it can be kind of tricky to add more students. It takes longer than I would like. Review collected by and hosted on G2.com.
We were able to use it to create what I'd characterize as a 'basic' ticket workflow in a few weeks using licensing we essentially already had. Support is responsive. Review collected by and hosted on G2.com.
Like most things trying to be all things to all people, it basically requires you to build everything yourself from whole cloth. You want to remind a client they have an open case every few days? Better be ready to work with modulos and possibly some code. Want a case to reopen when someone replies to it? That's going to be a multistep process to arrange. In many places, if you'd like an email letting you know a ticket has an update; that's going to be a template, an alert, and a flow at minimum; other ticketing systems that'd be a tick box 'notify agent on ticket update' sort of option. Review collected by and hosted on G2.com.
One of my main reasons to use salesforce is the ability to create my own reports from scratch or use an existing report and editing to fit my requirements exactly. It lets me creates conecctions between lenders, dealershis and customers, so when a case is created, I can see all the players involved at a glance! Review collected by and hosted on G2.com.
I have used salesforce in 2 separate companies, on my previous one, we used salesforce to authorise payments and refunds and when a user was not available, the escalation or redirection was clunky, it would not quite go to the right person or the right person would receive, but was not able to authorise. But, this was at the begining, so it might have been a permissions issue that got resolved later. Review collected by and hosted on G2.com.
Service Cloud by Salesforce comes with out of the box modules that majorly relate to your business process, bwyond this the each and flexibility that it provides for additing custom modules that are specific to your service process is amazing. It offers a complete package of database, workflows, analytics and other necessary features needed by any Service process automization. Review collected by and hosted on G2.com.
The Service clouds is so extensive in its features that you sometime tend to get lost from where to start, for this you need to have a proper strategy internally to define a roadmap that will provide you the necessary ROI in the shortest time. Review collected by and hosted on G2.com.
From a management standpoint, I sincerely like the fact that we can customize just about every aspect of the format of accounts and opportunities. Being able to take these custom fields and carve our reports specific to my needs has made my life much easier when it comes to understanding the effectiveness of our team.
Additionally, leveraging the extensive integrations into our other tools have made our salesforce instance usable daily and simplified our tools and training of the implementation across our team. If you ever run into an issue, the customer support is pretty top-notch as well. Review collected by and hosted on G2.com.
Pricing can get up there depending on the add-ons you opt to use, such as the AI functionality. The default formatting of the cases leaves much to be desired, but with some determination, this format can be configured as well. Review collected by and hosted on G2.com.
What I like most about Salesforce Service Cloud is its flexibility and power in which it enabed us to creat flow that are based on our needs without hassle. This allowed our customer service team to focus on serving the customers instead of other manual work. The integration of other channels with the CRM helped our agents to provde a 360 personal experience to our customers. Review collected by and hosted on G2.com.
One disadvantage of Salesforce Service Cloud and Salesforce in general is the learning curve for newbies. It takes a lot of time and effort to understand the platform's components and features and how they're all tight up. Review collected by and hosted on G2.com.
As per my user experience efficient case management and automation tools and easy to implement and manage the tools Review collected by and hosted on G2.com.
I doesn't have any dislikes regaring service cloud but, drawback of Salesforce Service Cloud is its complexity, which can feel overwhelming for small to medium-sized teams. The platform’s extensive customization options and layered navigation often require specialized knowledge, making onboarding slow and potentially costly. For organizations needing a simpler CRM, this added complexity may outweigh the benefits. Review collected by and hosted on G2.com.
Salesforce Service Cloud makes it so easy to manage customer interactions in one place. I appreciate the automation tools that reduce the workload for our team and speed up response times. The ability to customize workflows and integrate with other Salesforce features really allows us to tailor it to our needs. Overall, it’s been a big help in improving our customer service and keeping track of our metrics. Review collected by and hosted on G2.com.
While Salesforce Service Cloud is powerful, it does come with a learning curve, especially for new users. Customization options are great, but they can feel overwhelming at first, and sometimes small tweaks require more time than expected. It can also be on the pricey side, particularly for smaller teams, but the features make up for it. Review collected by and hosted on G2.com.
The service cloud console provides agents with the flexibility to work on various cases while also providing access to parent tabs. The addition of the lightning pages and applications has provided admins the ability to add useful components to the page, streamlining processes. Review collected by and hosted on G2.com.
Entitlements are verify helpful but, as an admin, is hard to get your arms wrapped around the process and some fields are required on the record in order for the milestones to start working. This information is not clearly stated and could use an update to the configuration to make it more intuative. Review collected by and hosted on G2.com.
