Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Great Case Logic and Interface, but Queue Management Needs Improvement
What do you like best about the product?
Logical processing of cases, easy interface
What do you dislike about the product?
Managing queues should be something super users can do (not dependent on an admin).
What problems is the product solving and how is that benefiting you?
Business user questions, training, bugs.
Easy Setup and Support, but Complexity Can Be a Challenge
What do you like best about the product?
Easy to configure, support processes. Salesforce is great innovative company
What do you dislike about the product?
Can become too complex, difficult to change if it has become complex
What problems is the product solving and how is that benefiting you?
Automate service
Great Omnichannel Routing by Agent Skills
What do you like best about the product?
Omnchannel with redorecting cases to agenta based on skills,
What do you dislike about the product?
Would love to have case prioritizing in omni
What problems is the product solving and how is that benefiting you?
Assigning multiple various cases to multiple agents with different skills
Great for Incident Management, but UI Could Be More User-Friendly
What do you like best about the product?
Service cloud is helping managing incident management, very much customizable
What do you dislike about the product?
Nothing as of now. But the UI can better and can me made more user friendly
What problems is the product solving and how is that benefiting you?
Incident management
Integration Is Much Easier Within the Ecosystem
What do you like best about the product?
Integration is much easier on the ecosystem.
What do you dislike about the product?
I don't dislike it, but I wish there were more dynamic tips/toolkits/tutorials
What problems is the product solving and how is that benefiting you?
Getting to customers much more quickly and summarizing key issues
Powerful but Complex to Manage
What do you like best about the product?
Service Cloud makes it easy to centralize customer interactions and streamline case management. The automation and workflows reduce manual effort, and the 360-degree customer view enables faster, more personalized service. It integrates seamlessly with other Salesforce products, which makes scaling and reporting incredibly efficient.
What do you dislike about the product?
While powerful, Service Cloud can be complex to configure and maintain without experienced admins or developers. The licensing and add-on costs can also add up quickly, which can be challenging for smaller teams. Additionally, some standard features require custom development or multiple clicks to accomplish what could be simpler out of the box.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us centralize and track customer support interactions in one place, reducing missed follow-ups and response delays. It gives our team better visibility into open cases, streamlines escalations, and improves overall response times. This has led to more efficient issue resolution and higher customer satisfaction.
Unbelievably Effective and No Dislikes
What do you like best about the product?
It works so well it’s really unbelievable
What do you dislike about the product?
No much there’s nothing I dislike to be honest
What problems is the product solving and how is that benefiting you?
Helping to provide a better service for my clients
Great Navigation with Service Console, Needs More Time-Saving Features
What do you like best about the product?
Service console makes it easy to navigate
What do you dislike about the product?
Possibly providing more time saving mechanics
What problems is the product solving and how is that benefiting you?
Helps save our customer service team time by automating mundane tasks
Great Automation and AI, but Setup and Case Management Need Improvement
What do you like best about the product?
The integrated knowledge base, along with the robust automation and AI features, really stand out. These elements work together to enhance the overall experience and make tasks more efficient.
What do you dislike about the product?
The setup and configuration process is quite complex, and managing case duplication can be challenging.
What problems is the product solving and how is that benefiting you?
Improved efficiency means that agents are able to resolve cases more quickly and manage a greater number of interactions within the same amount of time. This leads to higher customer satisfaction, as faster and more personalized support helps to build trust and foster loyalty.
Ease of Setup, But High Cost
What do you like best about the product?
I love how Salesforce Service Cloud makes us more agile and faster in providing services, improving the interconnection between them. The accessibility and ease of configuration of the services are especially useful for us. Additionally, the support received from Salesforce partners during the initial integrations was crucial.
What do you dislike about the product?
The price of Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
We are much more agile and faster in providing our services and they are better interconnected.
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