Salesforce Service Cloud Reviews & Product Details - Page 2

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.

Service Cloud has changed the conventional concept of contact center systems.

The easy to see unified console, the Omini Channel that encompasses all channels, and the recently released generative AI features are all fantastic. Review collected by and hosted on G2.com.

There are no problems with the functionality, but the licensing system, including options, is a bit complicated. 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.

You can utilize it for basic functions or customize it extensively, allowing you to select features based on your needs. Review collected by and hosted on G2.com.

If not executed according to best practices, things can rapidly become complex. This isn't something you can simply "wing' it, especially considering the platform's substantial growth in recent years. 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.

Salesforce Service Cloud has a well-designed interface that makes managing customer interactions easy and highly efficient. The platform centralizes all our customer data, allowing our team to track and resolve issues quickly, which ultimately improves response times and customer satisfaction. The range of tools, including automation for repetitive tasks, has been invaluable, saving us time and reducing human error. The integration with our existing systems has been seamless, and the dashboards and reporting capabilities provide helpful insights into our customer service performance. Review collected by and hosted on G2.com.

The platform is incredibly robust but can feel overly complex at times. Some of the customization options require technical knowledge, which can be challenging for teams without dedicated Salesforce admins. Certain features, like reporting, can be unintuitive and take time to set up just right. Additionally, the initial setup was lengthy, and ongoing maintenance can be time-consuming without proper support. Review collected by and hosted on G2.com.

I really like how Salesforce Service Cloud makes it easy to stay on top of customer requests. It keeps everything in one place, so I can see customer history and manage cases without hunting down info. Plus, the automations save time on the repetitive stuff, so I can focus on actually helping people! Review collected by and hosted on G2.com.

Honestly, it can feel a little confusing and clunky sometimes. There’s so much going on that it’s easy to get lost or spend too much time trying to find what I need. I wish some things were just simpler to use right out of the box!" Review collected by and hosted on G2.com.

As a consultant working with various organizations to enhance their customer service operations, I’ve found Salesforce Service Cloud to be one of the most effective solutions for driving efficiency and alignment within support teams.

Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.

From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.

For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended! Review collected by and hosted on G2.com.

The consumption based pricing for Agents. It's impossible to budget for. Review collected by and hosted on G2.com.