Salesforce Service Cloud Features

Salesforce Service Cloud

Customer Service & Field Service Management Solutions

4.37/5 (523 reviews)

Salesforce Service Cloud Features In Depth

Managing Cases

With Service Cloud, agents can juggle multiple cases at once. By unifying the agent experience into one platform, Salesforce has created a way for agents to respond to multiple support requests through multiple channels. Cases can be managed on both desktop and mobile devices.

The console is your primary case management interface, and it’s the place you’ll visit to get an idea of how your customers are feeling on a day-to-day basis. By putting as much information as possible onto one page, Salesforce has decreased the amount of clicking and scrolling you’ll need to do when finding, updating, and creating new records. You can even see visual indicators that update in real-time when lists or records are changed by other agents on your team.

Creating Knowledge Bases

Agents are able to create and manage content, which Salesforce calls “articles,” within their companies’ knowledge bases. These articles can be an excellent resource when agents are looking for the answers to questions that are infrequently asked by customers.

To improve the efficiency and effectiveness of your knowledge base, create separate article types and categorize articles to allow administrators to control article visibility. For example, some articles may be accessible to agents-only, and other articles may be accessible to both agents and end-users.

Collaborating With Agents

Nobody knows all the answers. Service Cloud capitalizes on this by introducing a way for agents to quickly solicit advice and feedback from colleagues through the Salesforce platform. Using Chatter, agents are able to escalate cases to experts who have experience managing similar situations.

Because Service Cloud is built on the Salesforce1 Platform, it is easy to integrate the solution into your existing Chatter feed. From your desktop or mobile device, you can communicate with colleagues in real-time, asking for advice on how to handle difficult situations or handing off specific cases to experts within your department.

Enabling Self-Support

Using Service Cloud Communities, customers can find the answers to their own questions without relying on the help of a dedicated company agent. Regardless of the device a customer is using, self-service tools make it easy to troubleshoot and ask for help from other users within a supportive community.

When you enable Service Cloud Communities, you’re able to add support tabs to your apps, Facebook pages, and mobile websites. Through these support tabs, your customers can browse articles and community posts, and they can find answers to their questions without submitting a ticket to one of your agents. Service Cloud monitors all customer inquiries, and those that aren’t resolved on their own are ultimately flagged for follow-up by an agent on your team.

Mobilizing Customer Service

Service Cloud is available on more than just desktop devices. Using the solution, companies can offer their customers immediate service and support through any mobile device, as well. Using apps or mobile sites, customers can find the right products, get answers to their questions, and watch demonstration videos.

When customers still have questions even after using Service Cloud’s self-service mobile tools, they’ll often start chat sessions with agents from inside the mobile app. As a company service manager, you can participate in these sessions. You can also track agent productivity levels and customer satisfaction through your own mobile device at any time.

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Customizable Templates
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Discussions / Forums
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Document Management
Document Storage
Drag & Drop
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Email Management
Email Templates
Email Tracking
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Event Triggered Actions
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File Sharing
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Full Text Search
Fund Accounting
GIS Integration
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IVR / Voice Recognition
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Issue Auditing
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Predictive Analytics
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Proactive Chat
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Progressive Dialer
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Purchasing & Receiving
Quality Assurance
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Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
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Release Management
Remote Access/Control
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Role-Based Permissions
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Rules-Based Workflow
SMS Messaging
SSL Security
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Service Level Agreement (SLA) Management
Service Request Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
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Violation Tracking
Virtual Assistant
Website Integration
Website Visitor Tracking
Weed Abatement Control
Widgets
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Workflow Configuration
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API
Access Controls/Permissions
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Animal Licensing
Appointment Management
Approval Process Control
Archiving & Retention
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
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CRM
Calendar Management
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Call Logging
Call Monitoring
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Capacity Management
Case Management
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Categorization/Grouping
Change Management
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Communication Management
Community Management
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Content Creation
Content Management
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Cost Recovery
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Dispatch Management
Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Equipment Maintenance
Event Triggered Actions
Fee Management
Feedback Management
File Sharing
File Storage
Fixed Asset Management
Forms Management
Full Text Search
Fund Accounting
GIS Integration
GPS
Gamification
Geotargeting
Historical Reporting
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Inspection Management
Inventory Control
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
Job Costing
Job Management
Job Scheduling
Job Tracking
Knowledge Base Management
Knowledge Management
Land Planning
Lead Distribution
License Issuance
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
Online Forums
Online Time Clock
Outbound Call Center
Parking Management
Payment Collection in the Field
Performance Management
Performance Metrics
Permit Issuance
Photo Management
Planning & Zoning
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Property Database
Purchasing & Receiving
Quality Assurance
Queue Management
Quotes/Estimates
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Records Management
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Scheduling
Screen Sharing
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Taxation & Assessment
Technician Management
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Utility Billing
Video Support
Violation Tracking
Virtual Assistant
Website Integration
Website Visitor Tracking
Weed Abatement Control
Widgets
Work Order Management
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Accounting Integration
Active Directory Integration
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Animal Licensing
Appointment Management
Approval Process Control
Archiving & Retention
Asset Lifecycle Management
Asset Tracking
Assignment Management
Audit Trail
Auto-Responders
Automated Routing
Automatic Call Distribution
Availability Management
Bid Management
Billing & Invoicing
Blended Call Center
Budgeting/Forecasting
CRM
Calendar Management
Call Center Management
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Call Transfer
Caller ID
Campaign Management
Canned Responses
Capacity Management
Case Management
Cataloging/Categorization
Categorization/Grouping
Change Management
Chat/Messaging
Client Portal
Code Enforcement
Code Maintenance
Collaboration Tools
Communication Management
Community Management
Compliance Management
Computer Telephony Integration
Configuration Management
Contact Database
Content Creation
Content Management
Contract/License Management
Corrective and Preventive Actions (CAPA)
Cost Recovery
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer History
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Dispatch Management
Document Management
Document Storage
Drag & Drop
Electronic Signature
Email Management
Email Templates
Email Tracking
Equipment Maintenance
Event Triggered Actions
Fee Management
Feedback Management
File Sharing
File Storage
Fixed Asset Management
Forms Management
Full Text Search
Fund Accounting
GIS Integration
GPS
Gamification
Geotargeting
Historical Reporting
IT Asset Management
IVR / Voice Recognition
Inbound Call Center
Incident Management
Inspection Management
Inventory Control
Inventory Management
Issue Auditing
Issue Management
Issue Tracking
Job Costing
Job Management
Job Scheduling
Job Tracking
Knowledge Base Management
Knowledge Management
Land Planning
Lead Distribution
License Issuance
Live Chat
Macros/Templated Responses
Manual Dialer
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multi-Language
Multi-Location
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Offline Form
Online Forums
Online Time Clock
Outbound Call Center
Parking Management
Payment Collection in the Field
Performance Management
Performance Metrics
Permit Issuance
Photo Management
Planning & Zoning
Predictive Analytics
Predictive Dialer
Prioritization
Proactive Chat
Problem Management
Progressive Dialer
Project Management
Property Database
Purchasing & Receiving
Quality Assurance
Queue Management
Quotes/Estimates
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Consumer-facing Chat
Real-time Updates
Records Management
Recurring Issues
Release Management
Remote Access/Control
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SMS Messaging
SSL Security
Scheduling
Screen Sharing
Search/Filter
Self Service Portal
Service Catalog
Service History
Service Level Agreement (SLA) Management
Service Request Management
Single Sign On
Social Media Integration
Social Media Monitoring
Status Tracking
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Taxation & Assessment
Technician Management
Text Editing
Third Party Integrations
Transcripts/Chat History
Transfers/Routing
Utility Billing
Video Support
Violation Tracking
Virtual Assistant
Website Integration
Website Visitor Tracking
Weed Abatement Control
Widgets
Work Order Management
Workflow Configuration
Workflow Management
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Mobile apps

iOS App


3,579 reviews

Requires iOS 13.4 or later. Compatible with iPhone, iPad, and iPod touch.

Android App


778 reviews

Salesforce Service Cloud Feature Reviews

25 reviewers had the following to say about Salesforce Service Cloud's features:

Sara Natalie A.

Used for automatic customer registration, without manual data entry, which is updated instantly with

2018-03-21

Also used as a tool through email with personalized emails from 1 to many that simplify the reach of prospects.

Pros

Provides analytical tools and other services, such as email alert, Google search and access to customer rights and contracts, Provides an interface for case management and task management

Cons

The software must be well integrated from the beginning to be successful, and the complexity of CRMs often requires constant technical support. Data can quickly become obsolete if employees do not use the system correctly

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Greg B.

Multiple deployments of Service Cloud and all successful

2018-09-05

We now manage our data instead of it managing us.

Pros

We are handling more processes in Service Cloud than we originally planned. The interface works.

Cons

We still need better email integration and more control of email management.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Mohamed R.

SalesForce experience

2019-03-26

I’m happy with the service.

Pros

Easy to track, dashboard no need excel or google spreadsheet.

Cons

Some time dashboard doesn’t work properly, which means report won’t give accurate data.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Aly H.

One of the best CRMs in the world.

2019-01-01

Complete visibility into accounts and a great tool to track progress

Pros

Analytics, reporting, dashboards and drill down features are very detailed and easy to customize

Cons

Some aspects are mundane and need tactical work to enrich salesforce data. It'd be nice if they worked on automating some of this.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Internet company, 1001-5000 employees)

SFDC is great in terms of creating prospect reports and tracking down communication activities

2018-06-07

Prospecting and sales cycle statuses, communication with internal departments and building prospecting workflows.

Pros

Reports, types of filters, integration with Box and Yesware - helps me track where my salescycles and prospecting status.

Cons

I'd love to see more integration capabilities (Outreach.io) with other prospecting and communication tools, and sometime report creation on campaign, leads and contacts can be a bit complicated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Shane S.

Everything is great except the business inteligence

2016-10-04

The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.

Pros

Ease of use and set-up, ability to customize as needed.

Cons

Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

7/10

Recommendations to others considering Salesforce Service Cloud

Great opportunity to explore if you don't mind using a third party to do all of your reporting.

Source: Software Advice
Helpful?   Yes   No
Read more
Jacqueline C.

Desk.com - for streamlining your custom support team

2014-07-31

Pros

It has easy ticket management, good reporting, and custom field tracking.

Cons

The setup is complex. It uses of liquid variables instead of html for email formatting. It's very difficult to customize the help site without heavy HTML knowledge and/or additional resources.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Service Cloud

Estimate the amount of time you have available for setup, as it can be time-consuming to get custom service software up and running.

Source: Software Advice
Helpful?   Yes   No
Read more
Jun N.

Well worth the money!

2016-11-17

While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market.

Pros

Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Cons

Has yet to call tech support to fix it. Task management: monitoring tasks assigned to users requires running a report.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Service Cloud

Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked. Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

Source: Software Advice
Helpful?   Yes   No
Read more
Grant C.

Salesforce.com Service Cloud Strengthens Customer Focused Account Management

2016-10-27

SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app.

Pros

Integration with CRM and real time data.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Yes   No
Read more
Matt K.

Good Sales CRM but doesn't have enough account management features

2018-08-02

Helps to organise sales processes at our company and is a great base for initial reporting.

Pros

Helps to organise sales process. Great place to keep all the information on your Customers (as any CRM should do).

Cons

Not enough account management features.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Human Resources company, 1001-5000 employees)

Great Sales Tool

2018-11-22

Pros

Easy way to stay organized and keep track of my activity with clients and prospects.

Cons

Creating reports are not as intuitive as they can be

Rating breakdown

Ease of use
Features

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Elena S.

Functional system for business process management

2019-01-01

Pros

It is possible to create a list of tasks.

Cons

The first thing that the SalesForce online tool lacks is the functions for importing and exporting data from the system.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Thomas A.

Functional online marketing and sales management system

2019-01-01

Pros

The service allows you to create detailed reports and send notifications to customers.

Cons

No SLA control function.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
Read more
Ionut C.

Convenient system for managing business processes

2019-01-20

Pros

There is a built-in analytics system.

Cons

Another drawback is that the software does not support the ability to track customer activity, and there are no normal competitive intelligence tools.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Winnie L.

Salesforce.com

2017-01-30

Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful.

Pros

It is easy to use, highly configurable and can be administered by the business.

Cons

The license fee is expensive.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Service Cloud

Great tool to have.

Source: Software Advice
Helpful?   Yes   No
Read more
Veronika M.

Convenient online business process management system

2019-01-18

Pros

The tool allows you to create detailed reports, with it you can also easily send notifications to customers.

Cons

There is no data export and import function, the document handling function is not supported.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Vikash S.

Proven Platforms for order management

2021-08-25

We can relay for our sales data on Salesforce.

Pros

Security is world-class. Search is robust and can search any field using this.

Cons

UI is very hard to change UI is not open enough to have its own CSS and get away from typical looks and feel

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
Solutions Support UTA (Computer Software company, 1001-5000 employees)
Verified Reviewer

Salesforce and I

2016-03-02

I primarily use Salesforce for Case management. For the most part it is very intuitive, and customized for our business.

Cons

Too many clicks and creating your own reports is not all that intuitive.

Rating breakdown

Ease of use

Time used: 1-2 years

Source: GetApp
Helpful?   Yes   No
Read more
Joseph D.

Salesforce User Review

2018-12-20

Overall positive

Pros

I like the ability to manage a pipeline and track activities related to customers and prospects.

Cons

Reporting is complicated.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

SalesForce is a great tool and lots of people use it.

2018-06-07

Pros

I love the data tracking and the integration with many other software products.

Cons

The UI is just horrible, the new lightning is even worse and the ability to easily manage and or make reports is only for the advanced user.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer
Verified Reviewer

Does what we need it to

2021-02-11

Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature.

Pros

Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Cons

There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
Read more
Ivor W.

Salesforce Review

2018-09-24

Good experience to date with a dedicated account manager if anything goes wrong, However, the UX and Ui could improve significantly.

Pros

-Ability to run canned and bespoke reports on the data held within my account - very flexible and easy to use reporting engine.

Cons

Also, the user interface tends to change quite frequently - I prefer the previous version.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No
Read more
Rachel S.

Salesforce - Review 2018

2018-10-22

Overall Salesforce is easy to use, it helps keep me organized when working on multiple projects, and it lets me generate ad hoc reports so I am able to collect necessary data. Salesforce is a helpful tool in the workplace.

Pros

I am able to view important account information at a glance and run detailed reports in order do track data.

Cons

If someone somewhere in the company does not input data or they input inaccurate data the information will be skewed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
(Automotive company, 10001+ employees)

Customer 360 View of Service Requests

2018-09-13

With service cloud we are able to provide the needed visibility to any cases reported by our customers.

Pros

With the integration of the other salesforce products such as community cloud our customers can also view the status of their cases.

Cons

Service Cloud has greatly approved the visibility of cases by all parties that interact with our customers .

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Anonymous
A verified reviewer

Salesforce is an amazingly robust software with (paid) support for anything and everything.

2018-05-21

This software can house any type of data for your organization that you need it to.

Pros

They have any type of integration for data tracking and management you can think of.

Cons

Salesforce can be so massive, it feels almost impossible to know well. Depending on your needs, the types of add-ons to make it work and the ability to utilize it well gets more and more complicated. There are also usually very expensive charges to migrate to Salesforce (in the thousands of dollars). I would recommend having a specialist on staff (or paying for training) to make the best use out of this software.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Frequency of use: Occasionally

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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