Salesforce Service Cloud Customer Reviews 2025

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Salesforce.com Inc

Salesforce Service Cloud

Composite Score

8.5 /10

CX Score

8.7 /10

162 Reviews

What is Salesforce Service Cloud?

Service Cloud customer service software gives you faster, smarter customer support. Personalise every conversation and surface intelligent recommendations using trusted CRM data that's natively integrated with the Salesforce Platform. Boost productivity for customer service agents and field service teams by giving them one, AI-powered workspace to manage support cases, major incidents, and jobs in the field with a complete view of every customer. Automatically route work to the best team member for the job and seamlessly support customers across any channel - email, phone, chat, messaging, self-service portals, in-person, and more.

Company Details

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Awards & Recognition

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

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2024 Emotional Footprint Champion

Latest Award, 2024

0 Top Rated Capabilities

1 Top Rated Features

2024

0 Top Rated Capabilities

1 Top Rated Features

2023

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.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

85 Likeliness to Recommend

1
Since last award

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+86 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?

4% Negative

9% Neutral

87% Positive

Pros

Respectful
Security Protects
Acts with Integrity
Helps Innovate

Feature Ratings

Average 81

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Self Service Capabilities

Agent Scripting

Vendor Capability Ratings

Average 76

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support

Salesforce Service Cloud Reviews

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

Less Reliable
Less Productive
Less Effective Service

Betsy U.

Role: Finance
Industry: Food and Beverage
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Oct 2023

Keep Everything in One Place

Likeliness to Recommend

9 /10

What differentiates Salesforce Service Cloud from other similar products?

It keeps everything in one place and allows everyone to collaborate.

What is your favorite aspect of this product?

searching for info in the search bar and being able to see when someone is typing in chatter

What do you dislike most about this product?

I don't like how faint the cursor and highlight is when I need to copy and paste. Which is ALL the time. I wish the colors were more bold.

What recommendations would you give to someone considering this product?

Its a complex system so only get it if you have multiple platforms that you're trying to synchronize together.

Pros

Continually Improving Product
Reliable
Caring
Respectful

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

Validated Review

Anonymous Reviewer

Submitted Sep 2023

great product to use

Likeliness to Recommend

9 /10

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

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Salesforce Service Cloud

What is Salesforce Service Cloud?

Company Details

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Awards & Recognition

2024 Emotional Footprint Champion

Salesforce Service Cloud Ratings

85 Likeliness to Recommend

1 Since last award

94 Plan to Renew

79 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+86 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.

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.

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

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).

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

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

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

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

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

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.

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.

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.

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.

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

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

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.

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.

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

Nathalie G.

Too slow for logistics industry but great tool

Likeliness to Recommend

Pros

Cons

Betsy U.

Keep Everything in One Place

Likeliness to Recommend

Pros

great product to use

Likeliness to Recommend

Pros

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Title

1
Since last award

2
Since last award

Feature Ratings

Analytics and Reporting

Customer Service Knowledge Management

Customer Community Management

Customer Service Workflow Management

Contact Center Integration

Mobile Customer Care

Agent Collaboration

Intelligent Search

Multi Channel Support

Customer Self Service Capabilities

Agent Scripting

Vendor Capability Ratings

Business Value Created

Breadth of Features

Quality of Features

Usability and Intuitiveness

Ease of Implementation

Ease of IT Administration

Ease of Data Integration

Availability and Quality of Training

Ease of Customization

Product Strategy and Rate of Improvement

Vendor Support