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
7,048 reviews
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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.
Offers real-time intelligence, stable product and improves interactions with customers in service environments
What is our primary use case?
I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.
How has it helped my organization?
It is straightforward to integrate Service Cloud with third-party tools or other systems.
In most cases, we use MuleSoft as the integration technology when a direct API integration is needed.
What is most valuable?
I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.
What needs improvement?
There are a few areas of improvement.
- One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well.
- Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.
- Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.
For how long have I used the solution?
I have been using it for seven to eight years.
What do I think about the stability of the solution?
It is a stable product. It has been in the market for quite some time, so it is a stable product.
What do I think about the scalability of the solution?
I would rate the scalability a nine out of ten. It is pretty easy to scale.
It is suitable for medium and enterprise-level businesses.
How are customer service and support?
The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support.
Which solution did I use previously and why did I switch?
There is ServiceNow. People think it is cheaper. But it is suitable for small organizations.
Large organizations prefer Salesforce.
How was the initial setup?
The initial setup is very easy.
What's my experience with pricing, setup cost, and licensing?
I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use.
However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.
What other advice do I have?
Overall, I would rate the solution an eight out of ten. I would recommend it to other users.
Salesforce Service Cloud : A easy way to boosting Customer Service
What do you like best about the product?
The most useful thing that I found is the Saleforce Service cloud keep the data of the your entire customer interactions at one single place. The UI is very user friendly
What do you dislike about the product?
I found the Salesforce Service Cloud is very hard to understand for begginers, the concepts and tools are complex to understand.
What problems is the product solving and how is that benefiting you?
As a developer one thing I can say is very useful that it has vast APIs that will allows you for seamless integration with other systems, this will help you to keep your focus at one place.
Best platform for Customer Support
What do you like best about the product?
1-it is user friendly
2-You can easily store customer data and follow up
2-You can easily store customer data and follow up
What do you dislike about the product?
1-Price is quite higher than other cloud services
2-Takes time to load
2-Takes time to load
What problems is the product solving and how is that benefiting you?
it really helped me by storing customer data and with one click i can easily access prospect information.
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