I am not a user, partner, reseller, or implementer as we implemented it ourselves.
We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.
Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Has required extensive training and offers limited benefits beyond basic integration
What is our primary use case?
What is most valuable?
I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud, such as Einstein Bots or Knowledge Base, or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.
The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce. We were instructed to use it; it was not our natural choice. It was something the company stated to use.
The main benefit is having it integrated with the core Salesforce.
What needs improvement?
I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.
It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.
For how long have I used the solution?
I have been working with Salesforce Service Cloud for about 1.5 years.
How are customer service and support?
I have not contacted technical support for any challenges myself.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
How was the initial setup?
The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.
What about the implementation team?
I purchased it directly from Salesforce, not through AWS Marketplace or another source.
What's my experience with pricing, setup cost, and licensing?
I do not have any knowledge of the cost regarding Salesforce Service Cloud.
Which other solutions did I evaluate?
When comparing Salesforce Service Cloud, I do not think it has any benefits.
I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.
What other advice do I have?
I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRM. On a scale of one to five, I rate Salesforce Service Cloud a four out of five.
Which deployment model are you using for this solution?
Hybrid Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Feature-Rich Tool with Useful Reports, But Needs Better Communication
What do you like best about the product?
The tool provide you lots of option and pre defined reports to run a busciness.
What do you dislike about the product?
The tool lags a bit and the team make the changes to the service without informing.
What problems is the product solving and how is that benefiting you?
Currently the tool is helping us to manage SLA for cases and B2C and B2B communications
Powerful Customer Service Platform with a Steep Learning Curve
What do you like best about the product?
bring together people, processes, and data in one intelligent platform
What do you dislike about the product?
complex configuration and dependency layers make simple changes time consuming
What problems is the product solving and how is that benefiting you?
streamline case management, automate workflows, and deliver faster, data driven customer support
Ideal for call center systems
What do you like best about the product?
Service Cloud is currently being used at our client's fiber optics installation center, and is the best system for managing that business.
What do you dislike about the product?
The downside is that it requires a lot of customization to be used in Japanese businesses.
What problems is the product solving and how is that benefiting you?
The challenge is the response after screen operation. A quick response is required to record the call history at the call center.
Excellent Case Management and Reporting with Few Drawbacks
What do you like best about the product?
I appreciate the robustness of the Case Management and reporting features.
What do you dislike about the product?
There’s not much that I dislike about Service Cloud.
What problems is the product solving and how is that benefiting you?
The management and tracking of customer requests and issues that must be solved across multiple teams.
Great Features Like 360° View and AI, but Performance Lags with Heavy Data
What do you like best about the product?
360° Customer View, AI powered assistance, Omni channel support
What do you dislike about the product?
Performance Issues with Heavy Data, Offline capabilities are limited compared to some dedicated field service tools
What problems is the product solving and how is that benefiting you?
Slow and Inconsistent Case Resolution, Lack of Real-Time Visibility for OEMs and Dealers
Great All-in-One Platform
What do you like best about the product?
It’s all in one place - all the communication channels, all customer data.
What do you dislike about the product?
It is on the expensive side pf similar products.
What problems is the product solving and how is that benefiting you?
Supporting our customers in am effective way.
Easy to Implement and Customizable, but Pricey with Unused Features
What do you like best about the product?
It was incredibly easy to implement, and I found the features to be both rich and highly customizable.
What do you dislike about the product?
The cost is a significant consideration for me. Additionally, I find that there are many features included that I do not end up using.
What problems is the product solving and how is that benefiting you?
We rely on it to operate our programs and to maintain a 24/7 call center dedicated to crisis and suicide prevention.
Exploring Salesforce Service Cloud for Seamless Integration
What do you like best about the product?
I find the ability to integrate with Tableau very attractive. As a long-time Tableau user, the seamless integration with Salesforce Service Cloud makes it a strong contender for adoption. The prospect of having a unified platform to address and preemptively catch issues appeals to me.
What do you dislike about the product?
{"I think integrating Salesforce Service Cloud with products outside the Salesforce ecosystem would be a potential challenge. Additionally, migrating existing data is another concern that needs close attention.","The requirement to have everything in a cloud environment is challenging, especially since we are currently using Tableau server and many products are not in the cloud. This situation feels like undergoing two migrations simultaneously.","I believe it would be advantageous if there was an option to operate Service Cloud on-premises or behind a firewall, considering our current infrastructure setup."}
What problems is the product solving and how is that benefiting you?
I aim to address issues swiftly with Salesforce Service Cloud, ensuring we catch problems early. Having a unified platform for consistent visibility into our processes would be greatly beneficial.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Easy to use, usable UX, and easy to manage and works great with our business.
What do you dislike about the product?
Too convulsed ux and cumbersome - too much use of thr real estate
What problems is the product solving and how is that benefiting you?
Helping mange customer service calls
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