Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Streamlined Customer Service with Robust Dashboard
What do you like best about the product?
I appreciate the real-time tracking capabilities of Salesforce Service Cloud, which allow my team to effectively report service levels to senior management. The comprehensive dashboard is a one-stop shop for tracking service tickets and customer feedback, helping in problem identification before, during, and after purchase. I also value the system's ability to filter incoming queries from multiple channels like telephony, email, and chat messenger. With the support of a system integrator, setup was smooth and uncomplicated. Additionally, the AI features are promising for helping us draft more effective responses.
What do you dislike about the product?
None
What problems is the product solving and how is that benefiting you?
I use the product for real-time SLA tracking and centralized reporting, improving customer feedback analysis and service levels before, during, and after purchase.
Great for Service-Based Organizations, but Pricey
What do you like best about the product?
It’s a great tool for service based organisations
What do you dislike about the product?
Cost of usage as customers think it is too much
What problems is the product solving and how is that benefiting you?
Customer comms simplification
Great Tool for Efficient Case Management and Team Collaboration
What do you like best about the product?
It helps out operations team manage the cases that come in from clients and work with internal teams to resolve them.
What do you dislike about the product?
I don't have any concerns at the moment. We mainly use it for case management and it does well.
What problems is the product solving and how is that benefiting you?
Previously client issues were resolved via email, which made tracking difficult
Great for 360° Account View, but Reporting Needs Improvement
What do you like best about the product?
Connect cases with account information for a full
360 view
360 view
What do you dislike about the product?
Reporting is clunky and hard to generate
What problems is the product solving and how is that benefiting you?
Giving us a complete 360 review between our accounts and our tickets
director of marketing
What do you like best about the product?
The unified channel management offerings
What do you dislike about the product?
The number of steps and learning curve for adoption for new team members
What problems is the product solving and how is that benefiting you?
Carrying knowledge about individual cases forward between customer service reps
Powerful Customization and Integration, but Steep Learning Curve
What do you like best about the product?
You're able to leverage The customizations of the Salesforce ecosystem and integration with other verticals like sales, marketing, operations now XR.
What do you dislike about the product?
Can often be daunting to the match proper case processes for the initiated but leveraging resources can help.
What problems is the product solving and how is that benefiting you?
Helping track our customer service cases and resolution for customer success.
Great Voice Features, but Console View Can Be Confusing
What do you like best about the product?
Voice is cool and I like the ability to use cases
What do you dislike about the product?
Console view is a little confusing sometimes
What problems is the product solving and how is that benefiting you?
Customer service
Powerful Case Management with Robust Features, but Setup Can Be Challenging
What do you like best about the product?
The service offers an out-of-the-box data model featuring objects like case. Its case management capabilities also include options for automation and integration.
What do you dislike about the product?
Getting the system configured so that an organization can take advantage of most of its features does require some effort.
What problems is the product solving and how is that benefiting you?
Customer service, complaints, and customer SLAs are all addressed. If implemented correctly, this enables the organization to provide a positive customer service experience.
Great Routing Flexibility, But Needs Better Audit Trail
What do you like best about the product?
Flexibility of using flow to route cases to proper agent or team
What do you dislike about the product?
Lack of audit trail for why a case was routed to a certain agent and the decisions made along the way
What problems is the product solving and how is that benefiting you?
Service Cloud is our primary platform for resolving our customer cases and enabling knowledge search
Streamlined Automation, Challenging Setup
What do you like best about the product?
I appreciate the automation capabilities of Salesforce Service Cloud, which help in automating transactions and significantly save time, making it easier to use. The case tracking feature also stands out as highly useful in managing tasks efficiently. Additionally, its ease of integration with other software like Bumi and Gensai simplifies operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging, especially regarding data migration.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate transactions, making processes easy and time-efficient, and for pipeline and case tracking.
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