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Salesforce Service Cloud

Salesforce Service Cloud

Salesforce Service Cloudとは?

あらゆる規模の企業向けのカスタマー・サービス・プラットフォームであるService Cloudは、顧客満足度を促進する世界クラスのカスタマー・サービスを提供するために必要な革新的なツール、統合されたデータ、および組み込みの研修により、コンタクトセンターから現場までのサービス従業員を強化します。Service Cloudは、メッセージング、コミュニティ、チャット、電話、対面、モノのインターネット (IoT) 信号などのあらゆるチャネルにわたって、ユーザーがパーソナルでインテリジェントな信頼できる人間中心のサービスを提供できるようにします。

Salesforce Service Cloudの対象ユーザー

CRMおよびヘルプデスク管理のためのSaaSソリューションを必要とする企業。

Salesforce Service Cloudソフトウェア - 1
Salesforce Service Cloudソフトウェア - 2

Salesforce Service Cloudをご存知でしょうか? 別の人気製品との比較

Salesforce Service Cloud

Salesforce Service Cloud

4.4 (771)
$25.00
無料バージョン
無料トライアル
215
17
4.1 (771)
4.2 (771)
4.2 (771)
VS.
価格プラン
価格オプション
機能
連携サービス
使いやすさ
価格の妥当性
カスタマーサービス
価格情報が見つかりません
無料バージョン
無料トライアル
87
195
4.4 (4,241)
4.3 (4,241)
4.4 (4,241)
緑色の評価バーは、平均評価とレビュー数に基づいて高評価の製品を表しています。

Salesforce Service Cloudの他のおすすめ代替製品

JIRA Service Management
高評価の機能
サポートチケット管理
タスク管理
チケット管理
HubSpot CRM
高評価の機能
リード管理
連絡先データベース
連絡先管理
Pipedrive
高評価の機能
リード管理
営業パイプライン管理
連絡先管理
Infobip
高評価の機能
SMS一斉送信
スケジュールされたメッセージ
メッセージのパーソナライゼーション
Adobe Workfront
高評価の機能
ドキュメント・ストレージ
バージョン管理
時間・支出追跡
ROBOT ID
高評価の機能
この製品の機能は、まだレビュアーから評価されていません。
SolarWinds Service Desk
高評価の機能
アクセス制御・許可
アラート/エスカレーション
リアルタイム通知
Microsoft Excel
高評価の機能
オフライン・アクセス
コラボレーションツール
データのインポート/エクスポート
Zoho CRM
高評価の機能
CRM
ヘルプデスク管理
リアルタイムデータ

Salesforce Service Cloudの評判・レビュー

評価ポイント

総合評価
4.4
使いやすさ
4.1
カスタマーサービス
4.2
機能
4.4
価格の妥当性
4.2

企業規模(従業員数)別レビュー数

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Narendhar
Narendhar
Software Developer
認証済みLinkedInユーザー
銀行, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Outstanding Customer Service Platform

5.0 4 年前
動画プレイヤーで日本語字幕を表示できます
認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 2~10人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

総合力が高い

5.0 2 年前

製品を使ってみた感想: 創業当時から活用しています。商談管理とレポート機能により十分に効果を発揮しています。複数人で一つの取引先や商談に対してコミュニケーションする必要があり、業務プロセスを自動化したいと思うならおすすめします。トレーニング資料が充実しており機能を学ぶことができるのも優れた点です。最も効果を生む使い方するなら営業メソドロジーを確立し、実現したい営業プロセスを持っている企業が導入するか、その両方をコンサルティングしてくれる企業と共に導入することです。

良いポイント:

シェアが高く、エコシステムが充実しているため他社システムと連携がしやすい点

改善してほしい点:

価格が他社よりも高めであり、小規模業者が多機能な使い方をするには投資金額が多くなる点。

匿名レビュアー
情報技術、情報サービス, 51~200人規模の会社
使用期間: 1年以上
投稿経路

多彩な運用が可能なCRMシステム

5.0 2 年前

良いポイント:

営業の管理用ツールとしてカスタマーや顧客の管理をすることができる。また、そこに繋げて売上管理も可能でセールスレポートの作成にも役立っているので、かなり使用頻度の高いサービスとなっている。

改善してほしい点:

少し通常の運用とは違う方法(データベース)としての利用をしているので、致し方ない部分はあるが、データの紐付け方によってはレポート機能で取り出せる情報、取り出せない情報が存在する。上記の理由からデータの紐付け方にコツがいるので、導入のしやすさはマイナスポイント。

Toshinobu
Toshinobu
日本の会社員
認証済みLinkedInユーザー
レジャー、旅行、観光, 51~200人規模の会社
使用期間: 2年以上
投稿経路

ここまでのレベルはない

4.0 2 年前

良いポイント:

事細かく管理することができスマートでわかりやすい操作が出来る。

改善してほしい点:

マイナス点はほとんどなく、日本企業でも取扱しやすい製品である。

Imran
Imran
バングラデシュのTeam Coordinator
認証済みLinkedInユーザー
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Streamline Your Customer Service with Salesforce Service Cloud

5.0 2 年前

製品を使ってみた感想: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

良いポイント:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

改善してほしい点:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

Laura
Laura
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

It accelerates customer service and personalizes case management

4.0 昨年

製品を使ってみた感想: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

良いポイント:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

改善してほしい点:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

Kremena
ブルガリアのExecutive Assistant
エグゼクティブ・オフィス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

Transformative CRM Solutions with Salesforce Cloud

5.0 2 か月前 新着

良いポイント:

Customization: Highly customizable to fit specific business needs. Integration: Integrates with over 1,000 other platforms1. Lead Management: Excellent lead management and scoring features1. Reporting: Powerful and comprehensive reporting tools2. User-Friendly: Easy to set up and use

改善してほしい点:

Cost: More expensive than some competitors1. Complexity: Can be complicated to set up and maintain.

Harry
アメリカのPresident
コンピュータ・ネットワーク, 2~10人規模の会社
使用期間: 2年以上
投稿経路
ソース:SoftwareAdvice

NOT a good SERVICE TICKETING SYSTEM

2.0 5 年前

製品を使ってみた感想: very clomzy and not effective.

良いポイント:

its nice in its design. it can properly relate cases to client records

改善してほしい点:

This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Suraj
インドのInside Product Specialist
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Efficient and Comprehensive Service Management

5.0 3 か月前

製品を使ってみた感想: My overall experience with Salesforce Service Cloud has been highly positive. It excels in streamlining customer service operations with its features, making it an invaluable tool for enhancing customer satisfaction and team productivity.

良いポイント:

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

改善してほしい点:

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it

Jessica
Jessica
アメリカのGame Programmer
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

The best cloud tool to manage customer inquiries

4.0 昨年

製品を使ってみた感想: It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

良いポイント:

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

改善してほしい点:

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

Jayson
アメリカのFounder
不動産, 2~10人規模の会社
使用期間: 2年以上
投稿経路

Service Cloud is a Game Changer

5.0 5 か月前

良いポイント:

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

改善してほしい点:

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Krishna
Krishna
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

It's fantastic that it's adaptable and customizable

4.0 2 年前

製品を使ってみた感想: Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.

良いポイント:

The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.

改善してほしい点:

Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.

Matt
Matt
南アフリカのBusiness Development Manager
認証済みLinkedInユーザー
情報技術、情報サービス, 51~200人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Service from Salesforce

5.0 3 年前

製品を使ってみた感想: We have never had issues with support since implementing the service cloud and have freed up time from our CS department.

良いポイント:

Integration to our sales cloud, RingDNA Ease of use and easy tracking of tickets Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.

改善してほしい点:

Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.

Mason
アメリカのSales
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

User friendly

5.0 9 か月前

製品を使ってみた感想: My personal experience has been overall positive.

良いポイント:

The reliability to be able to depend on the service in real time.

改善してほしい点:

I don’t have access to use the full capability. But from what I have used no cons.

Ami
イスラエルのHead of Technical Support
コンピュータ・ソフトウェア, 51~200人規模の会社
使用期間: 6~12か月
投稿経路

検討した類似製品:

Salesforce can work for you as a tech support executive

5.0 3 年前

製品を使ってみた感想: Really enjoy working with the service. It's easy to manage and integrations are great

良いポイント:

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

改善してほしい点:

requires a salesforce administrator since nothing comes out of the box

Shalom
アルゼンチンのDirector
非営利団体運営, 11~50人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Sales Business brand

5.0 3 年前

良いポイント:

You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

改善してほしい点:

Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

Anoosha
ISR
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 6~12か月
投稿経路
ソース:SoftwareAdvice

One of most popular help desk solutions is Desk.com

4.0 7 年前

良いポイント:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

改善してほしい点:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Salesforce is one of the best CRM out there!

5.0 6 年前

製品を使ってみた感想: Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

良いポイント:

Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce.

改善してほしい点:

What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

認証済みレビュアー
認証済みLinkedInユーザー
政府機関, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Salesforce Service Cloud - Ready to go out-of-the-box

4.0 6 年前

製品を使ってみた感想: We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.

良いポイント:

Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.

改善してほしい点:

Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

Nana Kwame
ガーナのTeaching Assistant
教育管理, 201~500人規模の会社
使用期間: 1年以上
投稿経路

Great for customer relation management

4.0 2 年前

製品を使ってみた感想: We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate

良いポイント:

Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish

改善してほしい点:

The software itself is great for large businesses but a bit too complicated to use

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 501~1,000人規模の会社
使用期間: 1年以上
投稿経路

optimizes customer services

3.0 2 年前

良いポイント:

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

改善してほしい点:

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

Mohammad
インドのDirector
Eラーニング, 11~50人規模の会社
使用期間: 1~5か月
投稿経路

Salesforce Service Cloud Review

5.0 2 年前

良いポイント:

Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement.

改善してほしい点:

Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity.

Travis
アメリカのField Engineer
機械工業, 201~500人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good case management, but customizations are going to cost you

5.0 2 年前

製品を使ってみた感想: It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service.

良いポイント:

The case intake and knowledge base are the best parts of the service cloud.

改善してほしい点:

Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.

Nadia
Nadia
アメリカのAccountant
認証済みLinkedInユーザー
建築資材, 11~50人規模の会社
使用期間: 1年以上
投稿経路

VERY user friendly!! Awesome Program for Customer Management!

5.0 6 年前

製品を使ってみた感想: It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!!

良いポイント:

I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.

改善してほしい点:

The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )

認証済みレビュアー
認証済みLinkedInユーザー
通信, 51~200人規模の会社
使用期間: 2年以上
投稿経路
ソース:GetApp

Does what we need it to

4.0 4 年前

製品を使ってみた感想: 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. Having everything in Salesforce is extremely beneficial.

良いポイント:

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.

改善してほしい点:

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. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

James
James
アメリカのBusiness Development & Marketing
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Salesforce is a great CRM

4.0 6 年前

良いポイント:

I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

改善してほしい点:

I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.