What do you like best about the product?

Salesforce Service Clour is very user firendly and reliable.

What do you dislike about the product?

Sometimes it is hard to get to the right person/ support group when having an issue

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

Contact Managment

What do you like best about the product?

Seevcie cloud brings everyhing i need togetehr to provide a great customer service

What do you dislike about the product?

I have not come across any downsides as of yet

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

Service cloud provides a quick easy overview of all custoerm information in one place

What do you like best about the product?

List, Kanban and Split view for the support agent to work with is really a good user expereience.
Most out of the box functionality without mustomisations to implementation,

What do you dislike about the product?

Coulmn headers in list view limit to 15 and cannot change or rename the case number field

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

complaints from the end customer is directly routed to a support agent and resolution is faster

What do you like best about the product?

Here's a draft for your review of Salesforce Service Cloud, highlighting its strengths and how it can benefit teams through case management, automation, routing, and integrations:

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Salesforce Service Cloud Review

Salesforce Service Cloud has been transformative for our case management and customer service processes. Its robust set of features has enabled us to manage and automate a wide range of use cases, making it a go-to solution for improving efficiency and customer satisfaction. Here are some key highlights:

1. Comprehensive Case Management: Salesforce Service Cloud provides a powerful case management system that streamlines case handling from start to finish. Its automation capabilities ensure that cases are assigned, tracked, and resolved efficiently, improving our team’s response time and ensuring that nothing slips through the cracks.

2. Timely Escalation:One standout feature is the escalation management system. The platform allows us to set predefined rules for escalation, ensuring that cases receive timely attention at various stages. This feature has been critical in maintaining service quality and meeting SLAs, especially for high-priority issues.

3. Skill-Based Routing:Service Cloud's skill-based routing helps us assign cases to the right team members based on their expertise. This not only enhances the speed and quality of case resolution but also reduces the workload for team members by ensuring they’re working on cases aligned with their strengths.

4. CTI and Call Center Integration:Service Cloud integrates seamlessly with CTI and call center systems, making it easy for agents to access relevant case information during customer interactions. This integration has significantly improved our agents' ability to handle cases efficiently, as they have all necessary data on hand in real-time, leading to quicker and more informed responses.

5. Slack Integration for Collaboration: The integration with Slack has been a game-changer for team collaboration. Agents and team members can discuss cases, share insights, and coordinate tasks directly within Slack. This has accelerated our internal communication and improved the overall flow of information within the team.

6. Ease of Use and Scalability: Finally, Salesforce Service Cloud is user-friendly, with an intuitive interface and straightforward customization options. The platform grows with our business, allowing us to scale our support operations as we expand without facing limitations.

Overall, Salesforce Service Cloud has provided us with an efficient, scalable, and customizable solution for our customer service needs. It has enabled our team to respond faster, collaborate better, and serve our customers more effectively.

What do you dislike about the product?

One drawback, however, is that Service Cloud is sometimes too case-centric. Certain features are highly dependent on the Case object, which can limit flexibility and lead to technical debt when building around a single object. A more balanced approach, where out-of-the-box features also consider other related objects, would make it even more adaptable to diverse business needs and reduce dependencies.

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

Managing Cases, Routing cases to the right person, Manage the SLA to showcase the call center productivity to the higher management

What do you like best about the product?

It's our main tool and I like that it organizes our task specially as an email support.

What do you dislike about the product?

My status sometimes disconnects without any reason.

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

It allows us to finish a task one at a time. In customer service, we sometimes can be overwhelmed with information of our customers, but with the help of this tool, we can properly see things since it's organized.

What do you like best about the product?

The most helpful and the upsides of using Salesforce Service Cloud i can tell it's about the details and the opportunities the chance to connect with all your clients no matter the channel you use and provide the better solutions in the smallest amount of time. The chance to get tech support really fast with the right experts and not depend on the partners only.

What do you dislike about the product?

More than dislikes about Salesforce Service Cloud it's about the experience i've had with it, since we only use Service Cloud for it's Omni-channel capabilities can be daunting to embark on tell about the Case objects due to I've never used them.

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

It's connecting us to our clients and future clients over Social Media.

What do you like best about the product?

Having the ability to have all our diffrent contact points (email, chat, messaging, phone ) all roll up into one intuitive interface where they can be auto distributed to our customer care agents has made our case handeling time drop to an all time new service level for our customer.

Our premier support was able to assist us with some omni channle configuaration issues. Our agents love the new interface compared to the old excel sheets.

What do you dislike about the product?

Some automations were a bit complex to setup with has we have external data dependancies but once setup with the custom interface it was easy to use.

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

Our busniess was struggling with keeping our clients informed during the case life cycle as well as manage multiple entry points to support our clients. We also had requirments for better reporting and AHT analysis.

What do you like best about the product?

Simple case management and reporting. And ability to for service agents to easily collaborate with other customer facing teams.

What do you dislike about the product?

Some customisation required external support from consultants and developers.

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

Speed of close for case management and accurate reporting on case bottlenecks.

What do you like best about the product?

It is the perfect cloud for asset management and incident handling. We use it to track and control the useful life of assets, repairs, etc. The best thing about it is that many of the functionalities are already included. In addition, each release brings new changes and new features, such as attributes. In the 3 years I have been using it, it has improved a lot.

What do you dislike about the product?

Maybe system restrictions that are absurd and sometimes you have to bypass them with tricks or custom elements.

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

Management of asset characteristics.

What do you like best about the product?

Service cloud help you and your company in a lot of aspect.

What do you dislike about the product?

There isn't aspect of dislike in Service cloud

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

the out-of-box integration and one point of managing of business