Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Spent my entire 5 year career with Service Cloud, and it's an incredibly useful cloud to have.
What do you like best about the product?
I love the case management, its easy to maintain, most processes are automated already by using a flip of a switch instead of coding.
What do you dislike about the product?
I can't think of any downsides at this time.
What problems is the product solving and how is that benefiting you?
A one source authority for customers and employees. With some additional work, centralized regularly used information that are customer-specific can be surfaced which saves a ton of time.
An efficient and scalable customer service solution
What do you like best about the product?
The company's use of the Service Cloud platform for customer service has been very positive. With an easy-to-use solution, users with little or no previous experience in CRM learned and became familiar with the system quickly, extracting and generating value. We realized that scalability is a strong point, starting the operation with a small team and managing to increase the number of users subsequently, without major difficulties.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency.
What do you dislike about the product?
The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve.
What problems is the product solving and how is that benefiting you?
Before implementing Service Cloud, we served customers primarily via email. There were issues related to the lack of centralized service, the absence of a broad and clear view of the status of open requests and which ones should be prioritized, which hindered meeting deadlines and customer satisfaction.
In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.
By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction.
In terms of team management, there were no easy ways to monitor team performance. Working solely via email hindered the analytical view of metrics such as average response time and made it difficult to identify bottlenecks or opportunities for improvement.
By implementing the tool in selected departments, we were able to migrate to the case management model, in which interactions with customers are centralized in Service Cloud and tracked transparently. We implemented automated tasks using flows, approval processes and case routing routines that help employees perform their work, reducing the time to resolution and allowing them to focus on what is a priority. In addition, we now have detailed reports on team performance, delivering valuable insights to continually improve service quality and ensure customer satisfaction.
Sales User
What do you like best about the product?
I use Service Cloud as a sales user to create customer support cases and monitor progress. Having this natively integrated keeps all customer information in one place and makes it easy to use and navigate.
What do you dislike about the product?
None so far. I haven't had any issues yet.
What problems is the product solving and how is that benefiting you?
It eliminates the risk of customer issues falling through the cracks.
Transforming Customer Service: A Comprehensive Review of Salesforce Service Cloud
What do you like best about the product?
Salesforce's Service Cloud is not just a customer service tool; it is a complete solution that has helped us elevate our service to a new level. The flexibility, automation, and analytical capabilities provided by the platform are unparalleled. I highly recommend it to any company looking to improve customer service efficiency and increase customer satisfaction.
What do you dislike about the product?
Learning Curve: Although the interface is intuitive, the depth and breadth of functionalities can result in a steep learning curve for new users. This may require a significant investment in training to ensure the team uses the platform effectively.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud benefits my work as a software engineer by providing an integrated and customizable platform that improves efficiency, collaboration, and service quality. With advanced automation, data analysis, security, and support features, I can focus on developing innovative and effective solutions while ensuring that operational processes are optimized and customers are satisfied.
Service Efficiency like we did not know was possible!
What do you like best about the product?
Service cloud has allowed us to streamline all aspects of our service business. Implementation and integration were made very easy with the help of an integration partner. We love that our website contact forms for service now integrate directly into cases in Salesforce. With this system being something we use every single day, we needed something robust enough to handle the current volume and also flexible enough to grow with our company. Any issues or tweaks we need are handled right away!
What do you dislike about the product?
There really isn't anything I can say that I dislike about Service Cloud! It is customizable, so all of the things that did not work out of the box have been updated to fit our specific needs.
What problems is the product solving and how is that benefiting you?
The biggest bennefit for us when we implemented Service Cloud was the ability to better sync communication between our sales and service teams. We now provide a better all around service to our customers because our sales team knows when cases are created and our service team knows when new product is sold!
Saves time for agents
What do you like best about the product?
Having all the most important screens and tools in one place with the sevice console helps make navigation easier
What do you dislike about the product?
While service cloud is great when agents become accustomed to it, it feels like it could have a bit of a learning curve that could maybe be simplified to make onboarding easier
What problems is the product solving and how is that benefiting you?
The ability to build surveys within salesforce is great with service cloud. Saves us from having to use less elegent, or 3rd party solutions to create/send surveys
service level assessment
What do you like best about the product?
I really like how service level assessment in Salesforce Service Cloud involves a few key components that help measure customer service effectiveness and user satisfaction. Easy setup and you can improve service level assessment in Salesforce Service Cloud and ensure your customers receive high-quality service.
What do you dislike about the product?
There's nothing specific you don't like but maybe some reports can be improved, but I know it's possible with Tableau
What problems is the product solving and how is that benefiting you?
We did not have defined SLA control and clear SLAs for different types of requests. We can now monitor compliance with SLAs to ensure customer expectations are met.
Service Cloud
What do you like best about the product?
Omni-Channel provides a way to route work to agents. 360 connectivity is essentially one of the most important points of using the Service Cloud, we use it daily. It's easy to set up and train agents on it. It is excellent to have the option to route cases, chat sessions, messaging sessions, etc. With the new Enhanced Omni-Channel, we hope for even more improvements in that department. Also, one important point of the Service Cloud is the easiness of integrating with e-mail and site using email-to-case and web-to-case.
What do you dislike about the product?
Without a doubt, Enhanced WhatsApp. My main issue with it is:
- The Messaging Platform Key value is unpredictable in Brazil, thus making it hard to have any flow that creates MUs.
- Sometimes our agent's messages do not reach the client, but the system says they did.
- Cannot delete duplicate MUs because of Messaging Sessions, the only way to end MS is through a buggy related list button, and if the MS gets deleted it's impossible to delete the MU.
- Sometimes MUs get a session with the status "Error" making it impossible to close the session, requiring our agents to instruct the client to opt-out of the channel and opt-in again.
- We get error messages when the client sends a file that is over 76 characters long. Most of our clients' file names are generated by a system, so many of them are over the character limit.
- In random situations, users do not appear as an option to transfer a MS to. Logging in and out does not seem to resolve. It is almost as if that specific session cannot be manually transferred to a determined user (which varies and can be anyone).
- Validation rules on the MS object cause it to behave erratically, essentially the MS status always updates to error, we cannot force, for example, a certain field to be filled before the agent closes the session.
- There is no way to get the message referenced in a reply, only the actual text. This is very prejudicial in our business case.
All of the topics above had a support case created for them, the engineers were very attentive and polite, but at the end of the day, they said there was nothing to be done from their end.
- The Messaging Platform Key value is unpredictable in Brazil, thus making it hard to have any flow that creates MUs.
- Sometimes our agent's messages do not reach the client, but the system says they did.
- Cannot delete duplicate MUs because of Messaging Sessions, the only way to end MS is through a buggy related list button, and if the MS gets deleted it's impossible to delete the MU.
- Sometimes MUs get a session with the status "Error" making it impossible to close the session, requiring our agents to instruct the client to opt-out of the channel and opt-in again.
- We get error messages when the client sends a file that is over 76 characters long. Most of our clients' file names are generated by a system, so many of them are over the character limit.
- In random situations, users do not appear as an option to transfer a MS to. Logging in and out does not seem to resolve. It is almost as if that specific session cannot be manually transferred to a determined user (which varies and can be anyone).
- Validation rules on the MS object cause it to behave erratically, essentially the MS status always updates to error, we cannot force, for example, a certain field to be filled before the agent closes the session.
- There is no way to get the message referenced in a reply, only the actual text. This is very prejudicial in our business case.
All of the topics above had a support case created for them, the engineers were very attentive and polite, but at the end of the day, they said there was nothing to be done from their end.
What problems is the product solving and how is that benefiting you?
It created a single system in which the manager can see what is happening with its agent's MS. It creates possibilities to send surveys, integrate bots. None of that was available when using WhatsApp Business in each agent company phone.
We really enjoy the Digital Engagement, that is the primary factor in using Salesforce in our company.
We really enjoy the Digital Engagement, that is the primary factor in using Salesforce in our company.
The most configurable service platform
What do you like best about the product?
No business operates in isolation, and each has its own unique needs. The flexibility to customize the platform to fit our requirements is essential. Since we also use Sales Cloud, the fact that both systems run on the same core without needing complex integrations is a critical element in delivering outstanding customer service. Additionally, the seamless integration with our Gmail provider streamlines workflows by allowing data access and sharing between systems without the need to switch between screens, saving valuable time.
What do you dislike about the product?
I understand that with such flexibility, a bit more time may be needed for initial configuration. However, thankfully, it’s a one-time effort, and once everything is set up, the platform runs smoothly. A potential improvement could be offering industry-specific preconfigured settings during the initial onboarding process, as configuration needs can vary between companies.
What problems is the product solving and how is that benefiting you?
The automation and integration capabilities have significantly reduced the time spent on our tasks, enabling us to better meet and uphold our SLAs. This has greatly improved our ability to keep our customers satisfied.
Service cloud is the real deal
What do you like best about the product?
Salesforce's service cloud is the most user friendly and interactive platform for customer service , the platform allows you to build flows and auto response emails for better client experience, salesforce service cloud allows you to link other apps like whatsapp and facebook to better connect with yout clients. the system is user friendly and easy to teach your users
What do you dislike about the product?
Specific features like call recording and multi-party calls still face limitations.
What problems is the product solving and how is that benefiting you?
it is solving client engagement, the platform is currently assisting us to breach the gap between the business and clients, effeciently assisting with email to case, colleration between departments and easy to use client information population, it also allowed us to incoporate systems like AWS and PowerBI
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