Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Quick Delivery and Easy Integration with Salesforce Service Cloud
What do you like best about the product?
I appreciate the quick delivery Salesforce Service Cloud offers, which supports fast application implementation. The ease of integration with other systems like Congo, Box, and MuleSoft ensures a seamless workflow. Additionally, the possibility of expanding the scope and incorporating AI shows its potential for future growth. Some divisions are pleased with its functionality, proving its effectiveness in operations.
What do you dislike about the product?
I find the database schema overly complex and tangled within a single organization, which complicates our work. Additionally, there is uncertainty about the DevOps integration with Salesforce and how it might overlap with existing models, which is concerning.
What problems is the product solving and how is that benefiting you?
I find the product provides critical operational applications, pleases various business divisions, enables quick delivery, and easily integrates with other systems, benefiting our organization significantly.
Powerful Customer Service Platform with High Customization and Cost Challenges
What do you like best about the product?
Salesforce Service Cloud helps companies deliver faster, smarter, and more personalized customer service across every channel. It unifies customer interactions into one platform, automates routine tasks, and intelligently routes cases to the right agents. With tools like the Service Console, Knowledge Base, and Einstein AI, teams resolve issues efficiently while providing consistent support experiences. Service Cloud also enables self-service through portals and integrates field service operations, helping businesses boost satisfaction, improve productivity, and scale their service with data-driven insights.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, some users find certain aspects challenging. Common dislikes include its complex setup and customization, which can require significant time and technical expertise. The user interface can feel overwhelming for new agents, and licensing costs are considered high, especially for small teams. Some users report slow performance with large data volumes and find that reporting and dashboards need more flexibility without extra tools. Overall, Service Cloud delivers strong functionality but can be costly and complex to manage without proper configuration and training.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several major challenges that companies encounter in customer service. One common issue is disconnected service channels and fragmented customer data. Service Cloud brings together all interactions—whether by email, phone, chat, or social media—on a single platform, allowing agents to access a comprehensive view of each customer. This leads to quicker, more personalized responses and greater customer satisfaction.
Another challenge is slow and inconsistent case resolution. With automated workflows, AI-driven recommendations, and intelligent case routing, Service Cloud ensures that each issue is directed to the most suitable agent, resulting in higher first-contact resolution rates and faster response times.
A further problem is the lack of visibility into service performance. Service Cloud provides real-time dashboards and analytics to monitor key performance indicators such as case volume, response times, and customer feedback. This empowers teams to make data-driven decisions and proactively enhance their service.
Additionally, companies often struggle with high support workloads and repetitive inquiries. Service Cloud offers knowledge articles and self-service portals, enabling customers to find answers independently. This reduces call volume and allows agents to dedicate more time to complex issues.
In summary, Service Cloud transforms customer service by making it more connected, intelligent, and scalable, ultimately helping companies strengthen customer relationships and boost operational efficiency.
Another challenge is slow and inconsistent case resolution. With automated workflows, AI-driven recommendations, and intelligent case routing, Service Cloud ensures that each issue is directed to the most suitable agent, resulting in higher first-contact resolution rates and faster response times.
A further problem is the lack of visibility into service performance. Service Cloud provides real-time dashboards and analytics to monitor key performance indicators such as case volume, response times, and customer feedback. This empowers teams to make data-driven decisions and proactively enhance their service.
Additionally, companies often struggle with high support workloads and repetitive inquiries. Service Cloud offers knowledge articles and self-service portals, enabling customers to find answers independently. This reduces call volume and allows agents to dedicate more time to complex issues.
In summary, Service Cloud transforms customer service by making it more connected, intelligent, and scalable, ultimately helping companies strengthen customer relationships and boost operational efficiency.
Valuable for Client Service, Setup Challenges
What do you like best about the product?
I appreciate how Salesforce Service Cloud is helping us to service our clients much better, which is a win-win situation for us. I find the way it is able to answer customer questions very impactful, enhancing client service significantly.
What do you dislike about the product?
I found setting up Salesforce Service Cloud to be a bit difficult. There were challenges primarily related to data that was quite unstructured, which complicated the onboarding process. Additionally, I wish that the process could be made simpler overall.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud helps us service clients much better, enhancing client service and making a positive impact.
Smooth Setup and Effective Case Management
What do you like best about the product?
I find Salesforce Service Cloud's case management feature incredibly easy to implement and manage. It's streamlined my case management process, making it very straightforward to route according to different parameters. The setup was a smooth process and wasn't hard to implement, further improving my workflow efficiency.
What do you dislike about the product?
NA
What problems is the product solving and how is that benefiting you?
I find it easy to manage cases with Salesforce Service Cloud, which simplifies our case management processes and allows flexible routing according to various parameters.
Great MIAW Feature for Multi-Channel Salesforce Integration
What do you like best about the product?
MIAW feature which will help to integrate Salesforce with multiple channels
What do you dislike about the product?
There is nothing specific I don’t like about service cloud.
What problems is the product solving and how is that benefiting you?
Save customers time
Great Customer Service Features
What do you like best about the product?
Multiple features to help servicing customers
What do you dislike about the product?
The setup could be a little user friendly for the admins
What problems is the product solving and how is that benefiting you?
Save customer service time
Unified Customer View and AI Insights Boost Support Efficiency
What do you like best about the product?
I appreciate the unified customer view, the automation tools, and the AI-driven insights, all of which help enhance support efficiency and boost customer satisfaction.
What do you dislike about the product?
It can be complex to configure, requires training, and licensing costs can be high for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenges of fragmented customer support and delayed response times by bringing cases together in one place, streamlining workflows through automation, and enabling quicker, more personalized service—all within a single platform.
Great Adaptivity, But Outdated UI
What do you like best about the product?
Adaptivity. Service agents can start using the system without a lot of training
What do you dislike about the product?
Old UI needs to be improved. Add the SLDS 2 would help
What problems is the product solving and how is that benefiting you?
Service agents can login and pick up cases
Great Single Platform for Contact Center, AI and Customer Data
What do you like best about the product?
Having contact centre and agentic ai functionality in the same platform that holds customer data.
What do you dislike about the product?
Reliance on third parties for telephony infrastructure. This is improving with Salesforce native unified routing.
What problems is the product solving and how is that benefiting you?
It gives us a foundation for contact centre combined with an enterprise service management platform.
Great Omnichannel Support and Helpful Einstein Bots
What do you like best about the product?
Omnichannel, einstein bots, the idea to help customers
What do you dislike about the product?
How the setup menu has a millions pagws to configure the different settings
What problems is the product solving and how is that benefiting you?
Solving cases, knowledge base
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