Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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User-Friendly Interface with Powerful Notification System
What do you like best about the product?
I love how Salesforce Service Cloud provides automatic processes and high priority email notifications which significantly enhance our ability to track and respond to issues quickly. The platform's reports and dashboards are incredibly useful, enabling us to proactively manage incidents and keep all stakeholders informed. I appreciate its user-friendly nature, as it facilitates quick setup, and allows us to easily add and train users, streamlining our workflows effectively.
What do you dislike about the product?
I find setting up the escalation routes to be a bit tricky, particularly when determining the approval needed for different tier levels. It's also challenging to isolate and identify issues, whether they're related to policy or coding, and to handle cases for customers owning multiple products. Additionally, the logging details when using integrations like MuleSoft are not comprehensive enough. If something fails, it's difficult to ascertain what has occurred without reaching out to Salesforce support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps track issues systematically, send priority notifications, and resolve problems swiftly with automatic processes—enhancing customer interaction and efficiency.
Great for Easy Ideas and Inspiration
What do you like best about the product?
The ease and ideas it can provide to users
What do you dislike about the product?
Potentially to many ideas it can provided
What problems is the product solving and how is that benefiting you?
The ability to divert records to specific users
Great System Integration, but Customization Can Be Challenging
What do you like best about the product?
The ability to connect other systems so you don't have to swivel
What do you dislike about the product?
The level of customization that is needed for some solutions
What problems is the product solving and how is that benefiting you?
Being a one stop shop for users
Great Customization, Flexibility, and Scalability
What do you like best about the product?
Customization and flexibility. Integration. Scalability.
What do you dislike about the product?
Costly. Limitations without additional licenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves:
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Streamlined Case and Asset Management with Valuable Features
What do you like best about the product?
I find Salesforce Service Cloud incredibly effective for managing cases and assets, which was a challenging task before. I love the case management and Omnichannel features—it's definitely my favorite aspect of the service cloud. The console's construction and flexibility to modify it easily are features I really appreciate. Additionally, the integration with internal applications and Jira works excellently for our needs.
What do you dislike about the product?
I think the omnichannel routing could be made much easier and simpler. Additionally, I find the work order management and work plan management could also be simplified.
What problems is the product solving and how is that benefiting you?
I find the product improves case and asset management significantly, simplifying our hierarchy complexities and making integration seamless with applications like Jira.
Great Case Management, But Email Communication Needs Improvement
What do you like best about the product?
I appreciate how straightforward it is to manage cases and handle telephony tasks. The simplicity in both areas makes my workflow much smoother.
What do you dislike about the product?
The email communication system is not very user-friendly.
What problems is the product solving and how is that benefiting you?
Handling customer support queries.
Efficient Customer Support, but Initial Navigation Can Be Tricky
What do you like best about the product?
What I like most about Service Cloud is that I can support customers from a single screen.
What do you dislike about the product?
For those using Service Cloud for the first time, it may be difficult to navigate through the tabs and screens. However, this can be resolved with customization!
What problems is the product solving and how is that benefiting you?
Case handling is highly recommended, especially when high case volume is an issue.
Omni Channel Handles Routing Well, But Lacks Built-In Testing Support
What do you like best about the product?
Omni Channel is good and does the job of routing agents
What do you dislike about the product?
It does not help much for tectimg and we have to installl a third party tool to do this
What problems is the product solving and how is that benefiting you?
Omni channel routing
Lead Salesforce Developer
What do you like best about the product?
Tracking progress on installs and service projects
What do you dislike about the product?
sometimes the object model is a bit restrictive
What problems is the product solving and how is that benefiting you?
Managing installs
Efficient data governance and well-structured customer experience
What do you like best about the product?
The possibility of having data with greater governance is a positive point that I highlight.
What do you dislike about the product?
The experience process for clients and the procedures involved are well-structured, providing a satisfying journey. The attention to detail at each stage demonstrates the commitment to offering quality service.
What problems is the product solving and how is that benefiting you?
The price is in line with the company's reality, accurately reflecting what is practiced in the market.
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