We use Salesforce Service Cloud for customer service at an American apparel brand. It helps us handle customer questions and issues. Customers can contact us through chatbots or phone for order status or cancellations. If the issue is complicated, our agents step in to help.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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My favorite cloud
What do you like best about the product?
There is so much optimization that can be done with basic functionality. I love queues and skills-based routing, as well as the power of knowledge base, which when used with experience cloud, is a great case deflector.
What do you dislike about the product?
Sometimes telephony Integrations are tricky.
What problems is the product solving and how is that benefiting you?
Call center, case deflection,
Enhanced Single Profile View
What do you like best about the product?
It is very intuitive, relations add value e can be integrated with CdP and marketing cloud, making easy to have on profile view KPIs and engagement metrics
What do you dislike about the product?
Nothing in particular, even if some flows requires dev knowledge
What problems is the product solving and how is that benefiting you?
It is able to create a single profile view managing deduplications and make the data base clean with data retention
Good for Lead Management, but Limited for Life Sciences
What do you like best about the product?
I find the Salesforce Service Cloud easy to set up and use due to my background as a Salesforce admin and developer. It's straightforward, especially with out-of-the-box functionalities like lead capturing and campaigning, which significantly streamline our processes. The flexibility to perform customizations to meet specific business requirements is another aspect I appreciate.
What do you dislike about the product?
I find that the Salesforce Service Cloud is not very helpful for our specific needs in the life sciences industry. The out-of-the-box features are not sufficient, and we had to perform a lot of customizations, which is why we decided to move to the Health Cloud. Additionally, I don't see any current value for our business in continuing with the Service Cloud as our model aligns more with the Health Cloud and Life Sciences Cloud. Moreover, there's a challenge in training users, which adds complexity to the user onboarding process. The product's generalized features do not sit well with every industry, necessitating significant customizations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for lead processing and configuring out-of-the-box features, which I customize to meet our business needs effectively.
Product owner
What do you like best about the product?
The ability to effectively run our support center for our service agents across multiple channels (email, social, phone, etc)
What do you dislike about the product?
Lots of customization leads to using objects improperly.
What problems is the product solving and how is that benefiting you?
We have multiple channels and agents can service all case types from these channels the same way.
Salesforce Service Cloud has helped our our company tremendously since we’ve implemented it
What do you like best about the product?
Salesforce Service Cloud excels in providing a comprehensive and customizable customer service platform. Its robust features, including omnichannel support, automation tools, and AI-driven insights, significantly enhance efficiency and customer satisfaction.
What do you dislike about the product?
One downside of Salesforce Service Cloud is its complexity, which can lead to a steep learning curve for new users. Additionally, its extensive customization options can be overwhelming and require significant time and resources to set up and maintain effectively
What problems is the product solving and how is that benefiting you?
All our customer interactions live in 1 place instead, which not only helps organize our business, but also provide better customer experience
Long onboarding but worth the wait
What do you like best about the product?
The Salesforce suite has been a game changer. It is opening up a whole new world for our company.
What do you dislike about the product?
Long onboarding process. Refining data has been difficult.
What problems is the product solving and how is that benefiting you?
Order tracking has been refined and customers are able to find the info they are looking for easier than in the past.
Service Cloud
What do you like best about the product?
Salesforce Service Cloud has been a great platform to use with easy usability.
What do you dislike about the product?
There there are limitations in using the platform that prohibit us from getting all information desired
What problems is the product solving and how is that benefiting you?
This has been a great asset to our customer service team, allowing them to access customer details quickly.
Excellent extension to SFDC, debatable valuable as standalone Service CRM
What do you like best about the product?
Case management functionality and queues that work as expected. Great central data management being part of the Salesforce CRM core.
What do you dislike about the product?
Not all features are well integrated into a common version - like field service is a mostly separate package but pieces of it seem like through should be out of the box
What problems is the product solving and how is that benefiting you?
Inbound requests for information, order concerns, and for warranty claims
Service Cloud Review
What do you like best about the product?
Service Cloud makes it easy to see information about a customer including their reservation data, ecommerce data, and info from their interactions with marketing Cloud emails.
What do you dislike about the product?
Service Cloud takes a large amount of implementation and should be done with a recommended partner.
What problems is the product solving and how is that benefiting you?
Service Cloud allows us to see information about each guest in their profile in one place instead of the siloed programs the info is created in.
Helps to handle customer questions and issues through email, social media, phone calls, and chatbots
What is our primary use case?
What is most valuable?
The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels.
Salesforce Service Cloud constantly evolves with quarterly releases that address feedback and introduce improvements. Updates are regularly published publicly to keep users informed about the enhancements. This continuous improvement cycle ensures that the product stays updated and resolves ongoing issues, improving it with each iteration.
What needs improvement?
We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process.
The solution's omnichannel routing feature is difficult and tricky to manage.
For how long have I used the solution?
I have been using the product for three years.
What do I think about the scalability of the solution?
My company has more than five customers.
How was the initial setup?
The ease of setting up and deploying Salesforce Service Cloud depends on the features you're utilizing. If you're focusing on basic functionalities like case creation and case lifecycle management, it's relatively straightforward. However, complexity increases as you delve into additional features like omnichannel, managing multiple agents, using multiple territories, etc. The more you add, the more intricate it becomes.
What's my experience with pricing, setup cost, and licensing?
The solution is priced at 50 dollars a month per user.
What other advice do I have?
Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup.
Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements.
I rate the tool a nine out of ten. It is one of Salesforce's best products.
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