Salesforce Service Cloud Pros and Cons

Salesforce Service Cloud has been a game-changer for our customer support team. The ability to track cases, automate workflows, and integrate with other tools (like Slack and Outlook) has saved us so much time. The omnichannel features are awesome—we can handle emails, live chats, and even social media messages all in one place. As its integrated in our support our daily operations are run on this. Review collected by and hosted on G2.com.

The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan. Review collected by and hosted on G2.com.

I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well. Review collected by and hosted on G2.com.

I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand. Review collected by and hosted on G2.com.

I've implemented Salesforce Service Cloud for a diverse range of clients—spanning small businesses to large enterprises. Its flexibility and ease of use in configuration make it adaptable to different business needs, ensuring successful implementations across various industries. Even for complex setups involving external CTIs and third-party integrations, Service Cloud provides the scalability and tools to achieve seamless customer service operations. The depth of customization, automation, and AI-driven capabilities make it a top choice for organizations looking to enhance their service experience. Review collected by and hosted on G2.com.

There’s nothing major to dislike, but implementing complex scenarios often requires deep product knowledge and experience. Trailhead does a great job covering the fundamentals, and Salesforce Customer Support helps when an implementation hits a roadblock, but more in-depth documentation or advanced demos on complex implementations—especially for integrations with external CTIs and custom workflows—would be helpful. Review collected by and hosted on G2.com.

Using Salesforce Service Cloud in a daily basis as a customer support, I'd say that it's user friendly especially when navigating it. You can easily find things, tabs and other features by not having any difficulties. Review collected by and hosted on G2.com.

I'd say the thing I dislike about the platform is the use of the default font. While you can get used to it with frequent use, a font refresh could make a noticeable difference in the platform's overall aesthetics and readability. Review collected by and hosted on G2.com.

Salesforce Service Cloud is its robust omnichannel support and deep integration with other Salesforce products, making it an excellent tool for delivering consistent, personalized customer service at scale.

Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.

Customer support are easily manageable. Review collected by and hosted on G2.com.

1. Complex Setup and Customization

2.High cost Review collected by and hosted on G2.com.

Where being on the Salesforce platform allows you to centralize all of your customers' activities.The ability to provide personalized, AI-driven customer service across all channels to increase operational efficiency while deploying high quality services on a large scale. Review collected by and hosted on G2.com.

It's going to cost more, but if I can utilize that, I think I can give that back to you. Review collected by and hosted on G2.com.

That I am able to keep all my customer information and interactions and link them to our ordering system. Review collected by and hosted on G2.com.

On the admin side, small changes to the processes can cause bigger issues on other processes and it is hard to revert back to the previous settings. Review collected by and hosted on G2.com.

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.

Salesforce Service Cloud excels in Omni-Channel routing, AI-powered automation, and seamless integrations with tools like Intercom and WhatsApp. Its case management, knowledge base, and real-time analytics enhance efficiency, while customization and scalability make it ideal for growing support teams. Review collected by and hosted on G2.com.

Salesforce Service Cloud is powerful but complex, requiring heavy setup and admin expertise. High costs, clunky UI, and performance issues can be drawbacks, and advanced automation often needs Flow or Apex. Review collected by and hosted on G2.com.

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.