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.External reviews
6,950 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Resolved Cases Faster Than Ever
What do you like best about the product?
It really helped us resolve cases quicker.
What do you dislike about the product?
It could be less expensive, there are competitors cheaper.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us resolve cases that could have lingered if we used other software.
Effortless Email and Meeting Integration with Salesforce
What do you like best about the product?
I like the ease of linking emails and meetings to salesforce through the cloud.
What do you dislike about the product?
There seems to be some kinks and sometimes the meeting, email or activity do not show up in sales force.
What problems is the product solving and how is that benefiting you?
Whenever I encounter issues or challenges, it offers helpful guidance.
Outstanding Case Management That Simplifies Customer Issue Tracking
What do you like best about the product?
Its case management feature is the best as it automatically captures and tracks customer issues.
What do you dislike about the product?
high licensing cost. It is much pricier than competition.
What problems is the product solving and how is that benefiting you?
It allows our customers to view their cases, ask questions and find answers on demand. That's the biggest use case for us.
Streamlines Workflow Efficiently, But Navigation Gets Tricky with Many Tabs
What do you like best about the product?
Fast, efficient system that streamlines processes
What do you dislike about the product?
Navigating the interface can occasionally be challenging, especially when several tabs are open at the same time.
What problems is the product solving and how is that benefiting you?
Salesforce provides representatives with greater control over all aspects of their work, reducing the need for human intervention when handling issues from beginning to end.
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.
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.
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