Salesforce Service Cloud

Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.

My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.

The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.

Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple.

When it comes to stability, Salesforce Service Cloud rates around eight. It is a stable application, and I have seen very few issues after implementing.

In existing applications, Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

When considering the technical support from Salesforce, it rates around eight.

The reason for this rating is that normally, you are dependent on the partner. Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Positive

In terms of the initial setup of this tool, it is easy to set up. None of the Salesforce tools are difficult to implement as they are very user-friendly.

Salesforce Service Cloud and Commerce Cloud are part of the same family, and we have implemented both of them.

Regarding the automation tools in this solution, I have not used Einstein, but I am aware of it. From what I hear from people in the team, it works well, although it performs better in Salesforce platform-related areas.

Regarding the pricing of Salesforce Service Cloud, licensing is not expensive, and you get a very economical solution. Compared to other solutions, it might be slightly expensive, such as when compared with Zoho or similar solutions, but overall for the platform that it provides, its value is good enough.

Based on my experience, I would definitely recommend Salesforce Service Cloud to other businesses. I rate this solution 9 out of 10.

Other

We have many clients with Salesforce Service Cloud  and numerous use cases. The main use is in the sales area rather than the marketing area.

We utilize it for customer service and customer post-sales support.

The case management capability has the same features as the sales capability. This means Salesforce Service Cloud  generally comes with all these capabilities.

Usability is one of the strongest characteristics of Salesforce Service Cloud. The solution offers excellent usability, versatility, and scalability.

Clients gain productivity and save time with Salesforce Service Cloud. However, initially, it can be quite expensive to implement the complete solution.

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging.

Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation.

In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

We have been using Salesforce Service Cloud for ten to twelve years.

Salesforce Service Cloud is very stable.

We are still working with Pentaho .

We are not working with this specific module.

The installation process is very straightforward.

Salesforce Service Cloud is 100% cloud-based and very easy to install.

We have experienced a 30% return on investment.

We are beginning to work with the Google solution as an alternative.

As we are just starting with the Google solution, we don't have enough information to form a comprehensive opinion yet.

We only use the sales model, not Commerce Cloud  or Marketing Cloud.

Salesforce Service Cloud is an excellent solution that deserves a rating of 9 out of 10. The only point deducted is due to its pricing.

Public Cloud

Google

What do you like best about the product?

Salesforce Service Cloud stands out for its powerful case management and automation capabilities. The platform enables seamless omnichannel support—email, chat, phone, and social media—all from a single interface. I especially appreciate the ability to configure workflows, macros, and assignment rules, which significantly reduce response times and improve agent productivity. The integration with knowledge base articles and AI-driven suggestions (Einstein) enhances self-service and ensures faster resolutions

What do you dislike about the product?

While Salesforce Service Cloud is feature-rich, its complexity can be overwhelming, especially for new users or smaller teams without dedicated administrators. Customization often requires technical expertise or developer support, which can increase implementation time and cost.

What problems is the product solving and how is that benefiting you?

Salesforce Service Cloud helps us centralize and streamline customer service operations by bringing all support channels—email, chat, phone, and social media—into a single, unified platform. It solves the problem of disconnected systems and manual tracking by automating case assignment, escalations, and resolutions. The knowledge base and AI-driven recommendations empower agents with quick access to solutions, reducing resolution time and improving first-contact resolution rates. Additionally, the real-time reporting and dashboards give us better visibility into agent performance, customer satisfaction, and service KPIs, enabling us to continuously improve our service quality and make data-driven decisions.

What do you like best about the product?

Salesforce has been our firm foundation in different production sites, assisting customers globally and ensuring the quality that we deliver. Through Salesforce, it not only enhance the quality of how the service delivery creates a positive impact to our employees, but also ensuring the tools and its modernize, competitive, and highly innovative tool for everyone.

What do you dislike about the product?

There are always the good and the bad side of every tool we used. In Salesforce, it has a lot of features to navigate with, moreover it is not a user friendly if that's the first time you will use it. It's quiet complex to use it especially if you're not familiar on the on it.

It may affect the quality and quantity of how the users use it.

What problems is the product solving and how is that benefiting you?

In customer service, we use service Cloud as we centralizes customer information from various channels (email, phone, social media, etc.) into a single platform, providing a 360-degree view for agents. This allows us and our agents to see a customer's complete history, leading to more informed and personalized interactions.

With automated case routing, knowledge base integration, and AI-powered tools, Service Cloud streamlines our workflows and empowers agents to resolve issues faster. The features like automated case assignment, SLA tracking, and knowledge article access directly within the case.

What do you like best about the product?

Salesforce Service Cloud offers a robust suite of features that help deliver fast, efficient, and personalized support experiences. The ease of use is commendable once the Lightning setup is in place—agents can manage cases, view customer history, and respond across multiple channels from a single interface. The ease of implementation is supported by strong documentation and a large ecosystem of partners.

I use the platform daily, and the frequency of use is high across our support team because of its reliability and centralized design. The customer support from Salesforce is responsive and proactive, especially with Premier Support. The number of features—like Omni-Channel routing, macros, knowledge articles, case milestones, SLAs, and AI recommendations—offers flexibility and scalability for different business needs. Most importantly, ease of integration with third-party systems and other Salesforce Clouds (like Sales or Marketing Cloud) makes it a true end-to-end customer support hub.

What do you dislike about the product?

Initial setup and customization can be complex for new users or smaller teams without technical expertise. The licensing and add-on costs can also rise quickly if advanced features like Einstein AI or Field Service are required. Some UI components (like Classic Console) feel outdated until migrated fully to Lightning.

What problems is the product solving and how is that benefiting you?

We're managing customer queries, complaints, and feedback at scale while maintaining high CSAT scores. With automation and macros, we’ve reduced repetitive tasks for agents. SLAs, case assignment rules, and escalation paths help ensure timely resolution and consistent service delivery.