Salesforce Service Cloud Customer Reviews 2023

What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support.

Company Details

Need Assistance?

We're here to help you with understanding our reports and the data inside to help you make decisions.

Get Assistance

Awards & Recognition

Salesforce Service Cloud won the following awards in the Customer Service - Enterprise category

Filter By

Strategy and Innovation
Product Impact

Latest Award, 2023

0 Top Rated Capabilities

1 Top Rated Features

2023

Service Experience
Product Impact

2022

0 Top Rated Capabilities

1 Top Rated Features

2022

Salesforce Service Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on Salesforce Service Cloud.

81 Likeliness to Recommend

95 Plan to Renew

Up 1
Since last award

81 Satisfaction of Cost Relative to Value

Up 1
Since last award

Emotional Footprint Overview

+82 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Salesforce Service Cloud?

2% Negative

13% Neutral

85% Positive

Pros

Respectful
Helps Innovate
Reliable
Acts with Integrity

Feature Ratings

Average 77

Analytics and Reporting

80

Intelligent Search

80

Customer Service Knowledge Management

79

Customer Community Management

79

Agent Collaboration

77

Customer Self Service Capabilities

77

Contact Center Integration

77

Mobile Customer Care

76

Multi Channel Support

76

Customer Service Workflow Management

75

Agent Scripting

73

Vendor Capability Ratings

Average 76

Ease of IT Administration

93

Quality of Features

90

Product Strategy and Rate of Improvement

88

Usability and Intuitiveness

86

Availability and Quality of Training

85

Ease of Customization

84

Breadth of Features

83

Ease of Implementation

83

Ease of Data Integration

82

Business Value Created

80

Vendor Support

72

Salesforce Service Cloud Reviews

Venkateshwar Naidu D.

Role: Information Technology
Industry: Retail
Involvement: Initial Implementation

Validated Review

Verified Reviewer

Submitted Nov 2023

Ese of user and easy to build

Likeliness to Recommend

10 / 10

What differentiates Salesforce Service Cloud from other similar products?

faster GTM, easy to. build and roll

What is your favorite aspect of this product?

Einstein with Lightning experience and omnichannel

What do you dislike most about this product?

Costing is bit high

What recommendations would you give to someone considering this product?

got for it but make sure you have the right impementation team

Pros

Helps Innovate
Continually Improving Product
Enables Productivity
Trustworthy

Sean H.

Role: Sales Marketing
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2023

Turning Customer Service into Customer Success

Likeliness to Recommend

8 / 10

What differentiates Salesforce Service Cloud from other similar products?

The 360-degree customer view it offers

What is your favorite aspect of this product?

The user-friendly interface. Robust analytics and reporting tools

What do you dislike most about this product?

It does not have AI-driven chatbots and advanced sentiment analysis.

What recommendations would you give to someone considering this product?

Major on the scalability and long-term benefits while considering if it's an investment

Pros

Helps Innovate
Efficient Service
Saves Time
Altruistic

Nathalie G.

Role: Information Technology
Industry: Transportation
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Oct 2023

Too slow for logistics industry but great tool

Likeliness to Recommend

5 / 10

What differentiates Salesforce Service Cloud from other similar products?

Salesforce has a lot of great features, building your own rules, workflows, you can add and remove really easy fields.

What is your favorite aspect of this product?

The level customization in salesforce is incredible

What do you dislike most about this product?

Too slow for logistics industry

What recommendations would you give to someone considering this product?

If you are going to manage cases and a lot of information it would be a great tool, but in our case, we were managing all of our operations emails. It was too slow for what we needed.

Pros

Acts with Integrity
Security Protects
Helps Innovate
Continually Improving Product

Cons

Wastes Time
Vendor Friendly Policies
Less Generous

Salesforce Service Cloud

Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

Need Assistance?

Awards & Recognition

Salesforce Service Cloud Ratings

81 Likeliness to Recommend

95 Plan to Renew

Up 1Since last award

81 Satisfaction of Cost Relative to Value

Up 1Since last award

Emotional Footprint Overview

+82 Net Emotional Footprint

How much do users love Salesforce Service Cloud?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities. Ability to create KBs, FAQs, wikis, and capture effectiveness ratings from customers.

Customer Community Management Creation and management of branded and focussed user communities.

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Customer Self Service Capabilities Central product portals, customer-facing resolution wizards and guidance, customer community forums.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Salesforce Service Cloud Reviews

Venkateshwar Naidu D.

Ese of user and easy to build

Likeliness to Recommend

Pros

Sean H.

Turning Customer Service into Customer Success

Likeliness to Recommend

Pros

Nathalie G.

Too slow for logistics industry but great tool

Likeliness to Recommend

Pros

Cons

Up 1
Since last award

Up 1
Since last award

Feature Ratings

Analytics and Reporting

Intelligent Search

Customer Service Knowledge Management

Customer Community Management

Agent Collaboration

Customer Self Service Capabilities

Contact Center Integration

Mobile Customer Care

Multi Channel Support

Customer Service Workflow Management

Agent Scripting

Vendor Capability Ratings

Ease of IT Administration

Quality of Features

Product Strategy and Rate of Improvement

Usability and Intuitiveness

Availability and Quality of Training

Ease of Customization

Breadth of Features

Ease of Implementation

Ease of Data Integration

Business Value Created

Vendor Support