Salesforce Service Cloud Reviews in February 2025: User Ratings, Pros & Cons

"Review of Service for student experience"

What do you like best about Salesforce Service Cloud? We love the ability to easily incorporate Flows and utilize Case mgmt in unique ways. What do you dislike about Salesforce Service Cloud? Some limitations with reporting based on object models. Limitations with Experience Cloud. Many times we need to present a robust UI for users who don't need to work directly in crm. This is complicated and often requires professional services What problems is Salesforce Service Cloud solving and how ...

"It’s an amazing app for someone who has to work on cases on a daily basis"

What do you like best about Salesforce Service Cloud? The ability to navigate to records that are useful for a service rep to resolve issues is the most important part. Having it all in one place is really important What do you dislike about Salesforce Service Cloud? It is sometimes slow and has a few bugs which are uncommon so it's okay but would love to fix those What problems is Salesforce Service Cloud solving and how is that benefiting you? Service cloud helps my company's service reps ...

"The demo was informative and gave me great ideas of what ai can do for us in the service space."

What do you like best about Salesforce Service Cloud? It's easy to use and works well off of Salesforce data model. What do you dislike about Salesforce Service Cloud? It can be overwhelming to learn the capabilities at first. What problems is Salesforce Service Cloud solving and how is that benefiting you? We use service cloud to ingest all customer cases from all of our digital presences.

"Service cloud helps to fully support your customers"

What do you like best about Salesforce Service Cloud? Service cloud gives a full picture of your customer. You can see your digital interactions, from chat to calls as well as support cases. Support cases track your customer issues and requests which enables the measurement of areas of improvement to help to retain customers. Service cloud reallly helps to see a true picture of your customer. What do you dislike about Salesforce Service Cloud? Messaging in service cloud has some areas that ...

"Seamless"

What do you like best about Salesforce Service Cloud? A comprehensive and centralized view of customer data, enabling efficient case management What do you dislike about Salesforce Service Cloud? The cost, it is incredibly hard to forecast how much exactly the platform will cost you for authenticated logged in users. What problems is Salesforce Service Cloud solving and how is that benefiting you? personalized and efficient support to your customers across multiple channels.

"We used Service Cloud to change our existing process to cases"

What do you like best about Salesforce Service Cloud? We are able to use Omni Channel routing to assign cases What do you dislike about Salesforce Service Cloud? We would like to be able to easily convert all work related things to cases without having to do a lot of work What problems is Salesforce Service Cloud solving and how is that benefiting you? We are able to measure and track the time it took to resolve the case since we can group all activities in the case

"Great functionality"

What do you like best about Salesforce Service Cloud? I love the ability for customer service agents to have a plethora of customer information and history in the same system that they work cases in. The ability to modify views and create workflows is a huge efficiency for our team. What do you dislike about Salesforce Service Cloud? Right now I am getting frustrated when looking at new features then finding late in the process that they are only available with an additional cost. What ...

"Pretty great software"

What do you like best about Salesforce Service Cloud? Ease of use is the best. Changing from one software to another is seamless What do you dislike about Salesforce Service Cloud? Ai is very different from other industries What problems is Salesforce Service Cloud solving and how is that benefiting you? Interface and improvement with generating customer dashboard and insights

"Excellent tool for managing service cases"

What do you like best about Salesforce Service Cloud? I love how easier it is for our service teams to manage cases using shared account and contact data sets with sales cloud What do you dislike about Salesforce Service Cloud? I don't like that we needed to do a lot of customization to make the platform work for our needs. What problems is Salesforce Service Cloud solving and how is that benefiting you? Service Cloud helps us manage a wide variety of cases managed by numerous support teams.

"Service cloud"

What do you like best about Salesforce Service Cloud? Great product that helps our support team solve complex cases What do you dislike about Salesforce Service Cloud? Need to bring more knowledge into the platform due to how my company authors documentation. What problems is Salesforce Service Cloud solving and how is that benefiting you? Solving cases for my customers