Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Unified Customer Interactions, but Setup Can Be Complex
What do you like best about the product?
What stands out to me about Service Cloud is how it brings all customer interactions into one unified workspace. From email and chat to social media and calls, agents have everything at their fingertips.
What do you dislike about the product?
Service Cloud is powerful, but it can be complex to set up, and some features require training or admin support to use effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of disconnected customer interactions by centralizing all touchpoints in one platform. It also automates case routing, provides AI insights, and supports omnichannel communication — which helps me resolve issues faster, stay organized, and deliver a better overall customer experience.
Great for Team Alignment, but Customization Can Be Clunky
What do you like best about the product?
Easily aligns teams across different processes
What do you dislike about the product?
Some processes can be clunky or not customisable enough for our org
What problems is the product solving and how is that benefiting you?
Forcing teams into one channel of communication means that we don't miss any updates from any team
Easy Onboarding, but Setup Can Be Tricky
What do you like best about the product?
Ease of use to onboard. Quick out of the box features
What do you dislike about the product?
Can be complicated for some setups for administration of flows
What problems is the product solving and how is that benefiting you?
First level support fo questions
Intuitive and Customizable
What do you like best about the product?
The SalesForce is intuitive yet highly customizable.
It serves as a great CRUD source of truth for our operations.
It serves as a great CRUD source of truth for our operations.
What do you dislike about the product?
Some of the customization options are difficult to configure.
As a data scientist I've found it a bit difficult to do proper aggregations.
As a data scientist I've found it a bit difficult to do proper aggregations.
What problems is the product solving and how is that benefiting you?
It is the core of our case management system. used by our customer services team.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
It helps us track and update all cases related to a lot of different business processes and patient & provider requests.
Boosts Efficiency, Strong Community Support
What do you like best about the product?
I value the time-saving features Salesforce Service Cloud offers, especially compared to ServiceNow. I find the automation capabilities particularly beneficial as they significantly reduce repetitive tasks for our agents. Additionally, I appreciate the supportive community, customization, and ease of use, which enhance our overall experience.
What do you dislike about the product?
The entitlements process
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud saves my team significant time with streamlined processes over ServiceNow and automates numerous tasks using flows. This optimizes our operations and enhances productivity.
Streamlined Workflows, Smart Automation with Salesforce
What do you like best about the product?
I find the automation processes in Salesforce Service Cloud incredibly valuable, as they help manage a huge volume of cases, around 60,000 a month, and reduce the need for manual agent time significantly.
What do you dislike about the product?
I find the initial setup of Salesforce Service Cloud somewhat challenging due to the complexities involved in workflows and architecture, leading to delays in UI response. Over time, as business requirements became more complex, it added to the difficulty. Additionally, the user interface could be more flexible and optimized for a better experience.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate 60,000 monthly cases, reducing agent workload and streamlining case management through automated processes and planning, allowing focus on other tasks.
Flexible and Customisable, but Pricey Per-User Licensing
What do you like best about the product?
It's Flexible and Customiseable. It is good
What do you dislike about the product?
it is expensive indeed as charging per person for licence
What problems is the product solving and how is that benefiting you?
It provides hood dashboards
Great for Routing and Team Management, but Setup Is Cumbersome
What do you like best about the product?
It allows for precise routing of cases and follows capacity rules. Good for managing large teams
What do you dislike about the product?
Hey alex, there are many clicks needed to set up and whenever you change someone's presence status needs to relog in
What problems is the product solving and how is that benefiting you?
It's for routing, repair and support cases to the right team using the right channels
Highly Customizable and Powerful
What do you like best about the product?
Great product that can be customized however you like. It can power large contact centres
What do you dislike about the product?
Some of the ai features are new and a little buggy
What problems is the product solving and how is that benefiting you?
All customer support requests and managing data
Great Customer Insights, But Pricing Is Complicated and Costly
What do you like best about the product?
Good features about service cloud: 360 degree view of customers
What do you dislike about the product?
Service cloud is Expensive, and it has a complex pricing structure
What problems is the product solving and how is that benefiting you?
Providing 360 degree view of clients in the social service sector so that triaging and case mgmt are handled in a consistent manner across the sector
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