Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Great for Personalization, but Omnichannel Monitoring Needs Improvement
What do you like best about the product?
Service Cloud is an excellent solution for delivering a personalized experience to our clients' customers. It truly helps us tailor our services to meet their specific needs.
What do you dislike about the product?
Probably the omnichannel monitorization part
What problems is the product solving and how is that benefiting you?
Because it's a single console, with everything we need
Good integration between apps, but lacks connection with Outlook
What do you like best about the product?
The connection between applications that we use in the company.
What do you dislike about the product?
That it doesn't connect with Outlook and that limits our communication a bit.
What problems is the product solving and how is that benefiting you?
What I highlight the most is how easy it is to manage our files.
Great Member Overview, But Too Many Add-Ons Needed
What do you like best about the product?
Allows me to service my members with a full view
What do you dislike about the product?
So many add ons are required to give you a full experience
What problems is the product solving and how is that benefiting you?
It allows for quick and easy assignment to agents
Essential Tool for Case Management and Knowledge Sharing
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps manage and save customer information and cases, allowing us to refer back to past problems and their resolutions. I find the knowledge articles feature particularly valuable for both onboarding new users and providing established team members with a resource to recall past solutions and disseminate company information.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us efficiently manage and solve customer cases by saving and referencing past solutions, tracking product issues, and creating self-service resources, enhancing overall team productivity and customer satisfaction.
Great Service Console and Flows, No Major Dislikes
What do you like best about the product?
Service console and flows. Also einstein features
What do you dislike about the product?
I think nothing. Maybe better functionality about digital channels
What problems is the product solving and how is that benefiting you?
Customer service disorder and customer insatisfaction
Customizable Yet Complex: A Double-Edged Tool for Customer Service
What do you like best about the product?
It makes the art of serving customers into a science
What do you dislike about the product?
The best part of it which is how customizable it is, is also a drawback
What problems is the product solving and how is that benefiting you?
It’s solving our need to have a single view for our agents across channels
Great for Data Centralization and Personalization, but Some Processes Are Challenging
What do you like best about the product?
It helps us centralize our data and better understand our clients, allowing us to create more personalized experiences.
What do you dislike about the product?
Some processes are difficult to implement.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has helped us centralize all customer interactions in one place, giving our teams a 360° view of each case. Before, we had fragmented communication across different channels and tools, which made it difficult to track follow-ups and ensure consistency in service.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Now, with Service Cloud, we’ve automated several processes—like case routing, prioritization, and notifications—which has improved our response times and customer satisfaction. It’s also allowed us to identify recurring issues through analytics, helping us make more data-driven decisions to enhance the overall guest experience.
Streamlined Experience That I Love
What do you like best about the product?
It's able to streamline workflows which helps operationally.
What do you dislike about the product?
It's probably not so easy to adopt and requires some time to learn.
What problems is the product solving and how is that benefiting you?
Helping to streamline agent workflows
Smooth Implementation, Effective for Customer Support
What do you like best about the product?
I appreciate how Salesforce Service Cloud resolves customer issues swiftly, which was a problem before. The response center is excellent. I enjoy the high customizability and the helpful chatbot functionality. Setting it up was smooth despite taking some time, and the overall experience is quite smooth.
What do you dislike about the product?
The pricing of Salesforce Service Cloud
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues quickly, enhancing support with a great response center. Its high customizability and helpful chatbot improve customer interactions.
Powerful Service Platform with Great Features, but Complex Setup and High Costs
What do you like best about the product?
What I like best about Salesforce Service Cloud is how it empowers service teams to deliver faster, more personalised support. Case management, knowledge articles, and omni-channel routing all work seamlessly together so agents have everything they need in one place. I also like how automation and AI features, like macros and Einstein, reduce manual effort and help agents focus on solving customer problems rather than repetitive tasks. The dashboards and reporting give managers real-time visibility into performance and customer satisfaction, which makes it much easier to continually improve service.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that the level of configuration can sometimes feel overwhelming. While it’s powerful, setting up features like omni-channel, entitlement processes, or knowledge management often requires skilled admins or developers. The licensing costs can also increase quickly if you want to use advanced features like digital engagement or AI add-ons, which may be a hurdle for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the problem of inconsistent and disconnected customer support. Instead of agents working across multiple systems or struggling to find information, all customer interactions, case histories, and knowledge resources are centralised in one platform. This makes it easier to provide fast, personalised service no matter which channel the customer chooses. Automation and AI help prioritise and route cases, reducing response times and improving resolution rates. The benefit is happier customers, more efficient service teams, and better visibility for managers into performance and customer satisfaction trends.
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