4 / 5 5651 reviews

Who Uses This Software?

Businesses in need of service-as-a-software solution for call center CRM and help desk management.

Average Ratings

5651 reviews
  • 4 / 5
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service
  • 4 / 5
  • 4 / 5
    Value for Money

Product Details

  • Starting Price
  • Pricing Details
    Billed Annually.
  • Free Version
  • Deployment
    Installed - Mac
    Installed - Windows
  • Training
    In Person
    Live Online
  • Support
    24/7 (Live Rep)
    Business Hours

Vendor Details

  • Salesforce Service Cloud
  • Founded 1999

About This Software

With help desk applications from Salesforce, you don't have to invest in support centers around the world. Instead, you get state-of-the-art global help desk software that runs in the cloud, 24x7. With Salesforce help desk solutions you get all the benefits of doing business in the cloud, including automatic updates, new features 3 times a year, and no infrastructure hassles.

  • Agent Scheduling
  • Alerts / Escalation
  • Appointment Management
  • Approval Process Control
  • Assignment Management
  • Automated Routing
  • Automatic Customer Notices
  • Availability Management
  • Backlog Management
  • Billing & Invoicing
  • Blended Call Center
  • Business Process Automation
  • Call Logging
  • Call Me Option
  • Call Recording
  • Call Routing
  • Call Scripting
  • Campaign Management
  • Case Management
  • Change Management
  • Co-Browsing
  • Community Forums
  • Complaint Classification
  • Complaint Monitoring
  • Compliance Management
  • Configurable Workflow
  • Configuration Management
  • Contract / SLA Management
  • Contract Management
  • Corrective Actions (CAPA)
  • Customer Complaint Tracking
  • Customer Database
  • Customer Engagement Center
  • Customer Experience Management
  • Customizable Dashboard
  • Dashboard
  • Document Management
  • Escalation Management
  • Event Monitoring
  • Feedback Management
  • Filtering
  • Forms Management
  • Geo Targeting
  • Graphical Workflow Editor
  • Help Desk
  • Help Desk Management
  • Historical Audit
  • IT Service Desk
  • IVR / Voice Recognition
  • Inbound Call Center
  • Inbox / Queue Management
  • Incident Management
  • Issue Auditing
  • Issue Tracking
  • Knowledge Base
  • Knowledge Database
  • Known Issue Management
  • Live Chat
  • Manual Dialer
  • Mobile Process Management
  • Multiple Brands / Products
  • Offline Form
  • Outbound Call Center
  • Persistent Chat
  • Predictive Dialer
  • Premise-Based Call Center
  • Proactive Invitations
  • Problem Management
  • Progressive Dialer
  • Project Management
  • Quality Assurance Management
  • Quality Management
  • Queue Manager
  • Recurring Issues
  • Release Management
  • Resource Management
  • Rich Text Editor
  • Routing
  • Scheduling
  • Self Service Portal
  • Shortcut Messages
  • Social Media Monitoring
  • Survey Management
  • Surveys & Feedback
  • Task Management
  • Ticket Management
  • Transfers / Routing
  • Trouble Ticketing
  • Video Chat
  • Virtual Call Center
  • Visitor Targeting
  • White Label Branding
  • Work Order Management
  • Workflow Management

Salesforce Latest Reviews

Automatically translated. Show original review

Extremely dissapointed and frustrated

3 / 5
Ease of Use
1 / 5
Features & Functionality
1 / 5
Customer Support
1 / 5
Value for Money

Comments: If you are looking for a good project management platform, this is not for you. Maybe this works for people who deal strictly with sales, but every single other aspect of this product is severely lacking and it is not nearly worth the amount of money you would need to invest to get this working like you want. Watch out for licensing scams too, because they will easily lure you into a 3 year contract you can't get out of with licenses you can't use, and you will be stuck having to pay even more to upgrade those, and to pay even more for all the third party apps to actually provide usability for the product.

Pros: The demo the Salesforce reps presented made everything look nice and easy to use. But that is about all it did. Realistically, the only Pro of this program for our company was the integration between Quickbooks and, and we are having trouble getting even that part to work.

Cons: First off, Salesforce has two current user interfaces, classic and Lightning. The Classic interface looks like it was made in 1999. It is not at all visually appealing. Every single aspect of the process requires multiple repetitive and time consuming steps (for example, to access a Project Task, you would first need to go to "Projects" tab. You have to then hit "go" or otherwise all the projects would not show up. You find your project, and click it. Then scroll alll the way down to "Milestones" and select the correct milestone. You have to know off the top of your head which milestone your task will be in, or else you have to start all over. Click the Milestone, and scroll all the way down to tasks. Well, that list only shows 10 tasks. You have to CLICK YET AGAIN to either show 10 more or go to the list of tasks. Thats 6 clicks to get to one project task. To mark that task as complete, you have to double click, then click in the box, then click save. 4 extra clicks just to mark a task as complete). The whole process is riddled with these backwards time consuming ways to do things. On top of that, Salesforce takes zero responsibility for their product and has horrible customer support. Since we began this process about 6 months ago, they have cycled us through 3 customer account representatives. Each email needs to be sent to them two or three times before we receive an answer. They do not give out their phone numbers and they do not answer the phones if you do happen to get a phone number. We ask to schedule a meeting or call and are ignored. Additionally, none of the integrations that we were promised would 100% work, actually do what they are supposed to. Quickbooks does not sync still, after five separate calls with them trying to get it to work. Salesforce always gives the answer of "Oh, well thats not in our scope of work". They referr us to third party companies, who then tell us the issue is with Salesforce, but SF says the issue is with the third party. Additionally, we were specifically lied to my salesforce. Our company has a total of 40 licenses; of those, 10 are Enterprise edition, but 30 are apparently licenses. We do not know what the licenses are and no one has been able to explain to us what the difference is, but its a difference of over per user per month per license. They promised us that the Conga third party would work with these licenses, but is does not, so now they are trying to say that everyone who would need Conga would need to be upgraded to the Enterprise licenses, which would almost double our monthly license fees. We have been asking them for a clear list of differences between these two licenses for the past 3 weeks, and when they did send us a list, licenses were not on the comparison. Long story short, this company and product greatly falls short of expectations. For what we were trying to use it for, the Lightning experience, which actually looks useful and decent, does not work at all, because most of the company is more project management related than sales.

Automatically translated. Show original review

Pricey, but worth it! Helps manage project and client progress and deadlines so you move forward.

4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Comments: Salesforce really helps make sure that nothing slips between the cracks. It provides a single, organized location for everything from personal notes about potential clients, to the ability to track potential profit.

Pros: Very customizable! With a good admin, you can set up Salesforce to collect, display, and track exactly what your team needs to know, with customized levels of visibility and access. I've used Salesforce for healthcare clients all the way to public school clients - Salesforce helps make sure that any client or contract can go from a "potential" to a reality by helping keep track of communication, notes, deadlines, and where projects are stagnating. For teams and execs who don't have time to drill down into the details, the ability to customize and create reports with graphics is fantastic. You can create a snapshot of where members of your sales teams are at (profit, conversions, potential money on the line, number of stalled projects, etc.) - a great tool for motivating your team and helping decide where to invest your energy. If you don't have time to run reports every day, you can customize your home screen to automatically see the follow-up reminders, graphs, and data that's applicable to your position and your priorities.

Cons: Salesforce's customization options simultaneously can be its best and worst feature. If your admin doesn't set up required fields, report parameters, and access settings, Salesforce can be an absolute nightmare for everyone on the team. If something feels "clunky" or "broken," it's probably in your settings, and not in the software.