Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Powerful Capabilities, But Needs a Modern UI
What do you like best about the product?
I appreciate how Salesforce Service Cloud boosts our revenue and drives efficiency, providing a seamless customer experience. It maximizes productivity and resolves cases much faster. The agent experience is much better, AI capability is good, and having all data in one place through the data cloud makes it a comprehensive solution.
What do you dislike about the product?
I find setting up Salesforce Service Cloud quite challenging due to its steep learning curve compared to other CRM providers. Additionally, the user interface feels outdated and lacks modern integration capabilities. I would appreciate more abstractions to make the setup and use easier.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud boosts revenue, enhances efficiency, provides seamless customer experiences, increases productivity, and accelerates case resolution.
Service Cloud, Your CRM
What do you like best about the product?
The ability to make it fit your needs is what I find most helpful about service Cloud.
What do you dislike about the product?
Complexity of some of the basic screens and UI.
What problems is the product solving and how is that benefiting you?
Total view of the customer experience and being able to leverage the data to provide a personalized experience
User-Friendly Interface and Seamless Scheduling, but Integration Needs Improvement
What do you like best about the product?
User friendly user interface. The ability to drag and drop crews and schedule is very seamless
What do you dislike about the product?
Ability to integrate could be improved a bit
What problems is the product solving and how is that benefiting you?
Coordination and communication between field and back office is in real time. Faster response and timely dispatch
Great for Streamlining Processes, but Adoption Takes Time
What do you like best about the product?
We were able to quickly assist in streamlining many of our client's cumbersome and often manual processes.
What do you dislike about the product?
As with any large platform, it takes some time to fully adopt and get clients and their employees used to it.
What problems is the product solving and how is that benefiting you?
This tool enabled the client to efficiently monitor both the volume and nature of requests, which in turn allowed them to address recurring yet unpredictable issues in a proactive manner.
Happy to leverage Service Cloud for our customers
What do you like best about the product?
Ease ability for Salesforce customer data to be viewable with service cases
What do you dislike about the product?
Separate licenses and additional configuration for case routings
What problems is the product solving and how is that benefiting you?
Serving our customers with the fastest most efficient and effective customer resolutions
Boosts Agent Productivity, but Pricing Is a Concern
What do you like best about the product?
It’s useful to improve agents productivity
What do you dislike about the product?
Licensing prices could be expensive for an small company
What problems is the product solving and how is that benefiting you?
Agents are able to reduce manual steps
Great Connectivity and Case Routing, but Some Performance Issues
What do you like best about the product?
We have been running on service cloud and it provides the tools and the required connectivity to s service our customers. The case routing and open CTI support is amazing
What do you dislike about the product?
Some of the features have a performance problem
What problems is the product solving and how is that benefiting you?
Case routing and defeclection with agents
Streamlined Case Management with Seamless Integration
What do you like best about the product?
I appreciate Salesforce Service Cloud's ability to handle cases and calls, allowing visibility across user interactions. The command center's look and feel is incredibly important, as it centralizes information from other ticketing systems. I find the unification and AI capabilities embedded in the platform critical for its usefulness.
What do you dislike about the product?
The IT service management feature in Salesforce Service Cloud seems to be newly introduced, and I'm not entirely convinced of its quality yet. I'd like to see it become more mature and robust to ensure it is top-notch and unparalleled compared to competitors.
What problems is the product solving and how is that benefiting you?
I use the product for case deflection and seamless user interaction tracking, reducing message repetition and boosting efficiency in resolving complex cases.
Great Omni-Channel Routing, but Email Case Size Limits Are Frustrating
What do you like best about the product?
Omni channel case routing is my favorite feature
What do you dislike about the product?
Limitations in email to case size limits
What problems is the product solving and how is that benefiting you?
All service realed things
Great Automation, but Salesforce Pricing Keeps Rising
What do you like best about the product?
Automate and flexible and easy to plug on
What do you dislike about the product?
about the price of saleforce that increases everyone
What problems is the product solving and how is that benefiting you?
Can handle customer with single step
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