We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases. Salesforce is making good deliveries of Einstein products, which is the artificial intelligence of Salesforce.
Agentforce Service
Salesforce, Inc.External reviews
7,044 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Easy to use, integrability, customizzation
What do you like best about the product?
Easy to use, integrability, customizzation
What do you dislike about the product?
Cost, volum limits, custom objects reuirements
What problems is the product solving and how is that benefiting you?
Manage tickets and cases, visibility, reporting
Salesforce Service Cloud is great interface for End users
What do you like best about the product?
Interface was user friendly and the integration with in house applications for service support is flawless
What do you dislike about the product?
Need to learn Apex for customizing the app
What problems is the product solving and how is that benefiting you?
It helps quickly addressing the customer issues and assigning the ticket to a helpdesk member
Great Product
What do you like best about the product?
Easier for agents to provide efficient and effective support.
What do you dislike about the product?
Overwhelming for new users due to complexity
What problems is the product solving and how is that benefiting you?
It provides comprehensive 360-degree customer view and powerful AI features
Salesforce Service Cloud: The Ultimate Customer Service Powerhouse
What do you like best about the product?
What I like best about Salesforce Service Cloud is its comprehensive set of features and seamless integration capabilities. It brings everything into one platform—whether it’s case management, omnichannel support, or customer interaction tracking—making the overall experience incredibly efficient. The ease of integration with third-party apps and other Salesforce products is another standout, ensuring that you can easily extend the system to fit your business needs. While the platform is feature-rich, it’s still user-friendly once you get past the learning curve. The automation features, like case routing and workflows, are used frequently by our team, significantly streamlining our day-to-day operations. Plus, Salesforce’s customer support has been reliable, offering quick solutions to any issues we face.
What do you dislike about the product?
The biggest challenge with Salesforce Service Cloud is the initial ease of use and implementation. Due to the sheer number of features, the system can feel overwhelming at first, especially for users who are not tech-savvy. Implementing the platform and customizing it to suit specific business needs can be time-consuming and might require developer support, which adds to the overall cost. Additionally, while customer support is generally good, the complexity of the system sometimes requires more advanced technical support. For smaller businesses, the pricing structure might feel steep, and you may end up paying for features you don’t use frequently. Lastly, while the integration options are excellent, setting up these integrations can sometimes require specialized knowledge, making the process less straightforward than it could be.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key problems for our organization, particularly around managing customer inquiries and improving service efficiency. One major issue it addresses is the need for a centralized platform to handle customer interactions across multiple channels, such as email, social media, phone, and live chat. This omnichannel support ensures that no customer interaction is missed, while also routing inquiries to the right agents quickly, reducing response times.
The platform's automation features, like case routing, workflow automation, and AI-driven bots, help reduce manual tasks and streamline repetitive processes, allowing our team to focus on resolving complex issues. Additionally, Salesforce Service Cloud's robust analytics and reporting tools provide deep insights into our team’s performance and customer satisfaction levels, allowing us to make data-driven improvements.
By solving these operational challenges, the platform benefits us by improving overall efficiency, enhancing customer satisfaction, and ultimately allowing us to scale our customer service operations without drastically increasing costs.
The platform's automation features, like case routing, workflow automation, and AI-driven bots, help reduce manual tasks and streamline repetitive processes, allowing our team to focus on resolving complex issues. Additionally, Salesforce Service Cloud's robust analytics and reporting tools provide deep insights into our team’s performance and customer satisfaction levels, allowing us to make data-driven improvements.
By solving these operational challenges, the platform benefits us by improving overall efficiency, enhancing customer satisfaction, and ultimately allowing us to scale our customer service operations without drastically increasing costs.
Salesforce Service Cloud for Exceptional Customer Service
What do you like best about the product?
It offers 360 degree customer view which includes its comprehensive customer service tools, user-friendly interface, seamless integration capabilities, customization options, automation, and AI features, all contributing to efficient case management and a superior customer experience.
What do you dislike about the product?
Potential challenges with the learning curve for new users, and another concern is about the cost of licensing and customization. It's important for organizations to assess their specific needs and budget considerations when implementing Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems related to inefficient case management, disjointed customer support across channels, and manual, repetitive tasks. Its benefits include streamlined service processes, improved agent productivity, enhanced customer satisfaction, and data-driven insights for continuous improvement.
Used for CRM (customer relationship management) cases and general sales cases
What is most valuable?
What needs improvement?
The solution could continue improving its artificial intelligence capabilities.
How was the initial setup?
Around 20 people were involved in the solution's deployment.
What's my experience with pricing, setup cost, and licensing?
Salesforce Service Cloud is a bit expensive.
What other advice do I have?
I would recommend the solution to other users.
Overall, I rate the solution a nine out of ten.
Maximize Service Efficiency with Salesforce Service Cloud's AI Platform
What do you like best about the product?
Salesforce Service Cloud with AI helps uncover trends and patterns in customer behavior, leading to better informed business decisions.
What do you dislike about the product?
Salesforce Service Cloud is expensive, with high price and extra fees for additional services.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud eliminates inefficiencies in case management, allowing faster resolutions and enhancing our team productivity through centralized data and automation.
Salesforce Service Cloud is key for our Next Generation Customer Service
What do you like best about the product?
A modern and intuitive user interface with the ability to easily configure business rules and processes.
Salesforce Service Cloud has been vital for us in order to implement our strategy.
Salesforce Service Cloud has been vital for us in order to implement our strategy.
What do you dislike about the product?
Being a Danish customer some regional or language specific features might be released quite late.
What problems is the product solving and how is that benefiting you?
Supporting an omni-channel strategy for Customer Service.
An amazing platform to manage your customer service
What do you like best about the product?
Case management, Omni channel routing, and all customer information in one place.
What do you dislike about the product?
It's costly and small firms cannot afford it sometimes
What problems is the product solving and how is that benefiting you?
Any request that a customer make about their ongoing services are routed through the service cloud.
Used as CRM to pull data, update business opportunities, and support the sales team
What is our primary use case?
I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.
How has it helped my organization?
It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.
What is most valuable?
It allows you to store all your customer data and manage your business.
What needs improvement?
Reporting could be improved.
For how long have I used the solution?
I have been using Salesforce Service Cloud for nine years.
What do I think about the stability of the solution?
Stability works fine. I've never had any issues.
What do I think about the scalability of the solution?
It's been used by multiple organizations on the cloud.
Which solution did I use previously and why did I switch?
Salesforce Service Cloud and Power BI serve different purposes. Salesforce is a CRM platform designed for customer relationship management, while Power BI and Tableau are business intelligence tools used for data visualization. Salesforce facilitates customer registration and management, integrating with other platforms to provide a comprehensive view of the customer.
How was the initial setup?
The initial setup is straightforward.
I rate the initial setup a five out of ten, where one is difficult, and ten is easy.
What's my experience with pricing, setup cost, and licensing?
I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.
What other advice do I have?
I advise making sure it integrates with other platforms, which will cost money and leverage the technical support.
Overall, I rate the solution an eight out of ten.
showing 1,391 - 1,400