Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Features
What do you like best about the product?
The interplace of Case Management with the core CRM Objects. Great new additions and potentials with Agentforce.
What do you dislike about the product?
Knowledge setup and migration is a bit tricky
What problems is the product solving and how is that benefiting you?
Removing barriers on how people want to communicate. With Omni-Channel, you can allow customers to contact you on their preferred plaform. Salesforce is using AI to summarized cases helping identify trends.
We love service Cloud!
What do you like best about the product?
Cases and case management - The service console is a huge hit with our teams
What do you dislike about the product?
I have some complaints on wanting to be able to see the section headers better - if we could customize the color or font, that would be huge for some of our users.
What problems is the product solving and how is that benefiting you?
it gives us a cohiesive look at everythign that is going on with a single customer.
Flexible and scalable solutions that customers can manage themselves
What do you like best about the product?
The ease of setup and delivery of capabilities to customer support people is fantastic. Being able to integrate with other tools to prevent swivel chair integrations makes the support experience streamlined to improve both the user and customer experience.
What do you dislike about the product?
With new AI capabilities, I fail to find something to complain about.
What problems is the product solving and how is that benefiting you?
Being able to scale a support team and keep them happy with the evolving set of tools while keeping customers very happy.
Lightning is Slow
What do you like best about the product?
The simplicity of configuration of app pages and setting up support.
What do you dislike about the product?
Not being able to use simpler automation tools (process builder, workflow rules, etc.)
Also, Omni Channel being used with console has issues.
Need to be able to open a new tab and not have the chat automatically logout.
Also, Omni Channel being used with console has issues.
Need to be able to open a new tab and not have the chat automatically logout.
What problems is the product solving and how is that benefiting you?
Being able to see all connected support records for our clients to enable efficient resolutions.
Streamlining workflows
What do you like best about the product?
Service Cloud is really assisting my team members with faster turn around time and not they are "not dropping" balls due to the functionality and assistance from Service Cloud
What do you dislike about the product?
I have not yet came across something that I dislike.
What problems is the product solving and how is that benefiting you?
Faster turn around time
Accurate assistance towards clients
360 degree view of problems and solutions
Accurate assistance towards clients
360 degree view of problems and solutions
A robust solution to manage your customer service
What do you like best about the product?
The Service Cloud platform integrated with the CRM actively contributes to the 360° customer view. It is the ultimate tool for managing customer support and handling incoming requests, whether through traditional channels like incoming calls and emails, or digital channels with the implementation of Digital Engagement: chat, chat bot, WhatsApp, Facebook, etc.
What do you dislike about the product?
The implementation of the SLA was not very satisfactory for the client to use.
What problems is the product solving and how is that benefiting you?
Data in Silot
Customer satisfaction
Customer satisfaction
Easily my favorite Cloud to work in
What do you like best about the product?
Service Cloud is my favorite Salesforce Product. I've worked with Service Cloud for nearly 5 years, and have enjoyed being able to customize my customers' business processes using Cases. The first time I used it, we migrated from a 3rd party, and the implementation was so much more straightforward than I had anticipated. We easily loaded our legacy data to Cases and Work Orders and set up the business rules very quickly, using email-to-case and web-to-case. At my current company, we use Service Cloud to manage customer order inquiries, as well as troubleshooting for remote issues. I was able to add automation using Flows to transfer cases to field service team members by creating work orders with a single click.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
What do you dislike about the product?
There is really only one issue that I have trouble with in Service Cloud, and it involves email-to-case. I'm hopeful that the new threading will help with the situation, but we often have customers who remove refIds from emails, or send an email back-to-back, which results in additional cases being created instead of threading on the original. It takes the users a lot of time to determine duplicate cases and merge them. We also use a 3rd-party merging tool because the native merging tool only allows 3 cases at a time and isn't sufficient for many of my users.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us resolve our customers' issues quickly by providing Knowledge article recommendations and being able to respond to emails and find solutions within the same platform.
Developer
What do you like best about the product?
Case management feature, email-to-case feature
What do you dislike about the product?
Do not have feature for agent know whom viewing the case
What problems is the product solving and how is that benefiting you?
Quickly tracking and solving customer issue
Service cloud is the best product that Salesforce offers
What do you like best about the product?
Salesforce service cloud really great in solving and managing agents and in flow of cases. Great thing is we can customize the case flow according to the business needs and the knowledge articles deflect a low of cases. It is easy to implement and if you have any problem with the app there are always support agents can help you figure out what is wrong. Integrating with external system to get cases we use it daily for customer support cases to manage and resolve them.
What do you dislike about the product?
The benifits it offers out way whatever bugs that we face sometimes.
What problems is the product solving and how is that benefiting you?
To manage day to day retail or delar queries and their issues with certain products that are sold.
great for controlling service tickets
What do you like best about the product?
Notifications of chaos that are overdue and time control for ticket resolution.
What do you dislike about the product?
I can't centralize more than one ticket email through my account.
What problems is the product solving and how is that benefiting you?
Centralization of service calls.
showing 1,611 - 1,620