Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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MyExperienceonServiceCloud
What do you like best about the product?
Salesforce Service Cloud has several standout features that make it a powerful tool for customer service management. Here are a few aspects that are particularly impressive like Case Management , Knowledge base,Service analytics,AI and Automation and Omini channel routing.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, there are a few areas where users might find room for improvement as a like few Complexity Customozation challenges,Performance issues,Integration COmplexity,Support few can be improved more
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several key challenges in customer service management, providing significant benefits to businesses
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
Super configurable and scalable
What do you like best about the product?
Useful automations and flows that can be completely customised and aligned to internal business processes.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
What do you dislike about the product?
Generally requires someone with Salesforce experience to manage it - not really something just anyone can pick up and start using without some training.
What problems is the product solving and how is that benefiting you?
Case handling, logging and complaint resolution.
Salesforce remains the best tool for efficient customer service
What do you like best about the product?
Salesforce makes customer relations so effective and efficient that all customer support tools and operations can be managed from one spot which leads to higher customer retention and improved sale
What do you dislike about the product?
As for now i cant pinpoint a downside, all positives and good improvements.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of customer service and management and through it, provides good analytics for predicting and engaging customers behaviours for improved sales.
Salesforce Honest Review
What do you like best about the product?
It has so many features which are separetely listed in the quick find option such that it gets easier to configure and exlore the new feature releases. Also the theme changing option is quite interesting as it allows users to get a new feels at every interval making the whole salesforce usage expirience quite unqiue.
What do you dislike about the product?
Nothing as such. But maybe some of the screen for flows creation can be made a bit simpler to use.
What problems is the product solving and how is that benefiting you?
It streamlines the customer care process.
Does what it's marketed to do better than any other product in this space
What do you like best about the product?
The following points resonate most with me being a long time user of Service Cloud
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
What do you dislike about the product?
The only downside I have seen is the number of product naming changes that are taken up by Salesforce. While there is communication available to understand more about these changes, it will still be beneficial to limit these changes to avoid any inadvertent miscommunications.
What problems is the product solving and how is that benefiting you?
- Omni-channel experience
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
Unparalleled customer insights
What do you like best about the product?
Automated Workflows: Streamlined processes with workflow automation, reducing manual tasks.
What do you dislike about the product?
Pricing plans can be expensive, especially for small businesses or enterprises with simple support needs.
What problems is the product solving and how is that benefiting you?
Automated workflows streamline support processes.
Elevating Customer Service Through Salesforce Service Cloud?
What do you like best about the product?
Its ability to manage customer cases from creation to resolution is one of its best features. Also, I like the automated workflows and omnichannel that supports streamline customer interactions across multiple platforms like email, phone, chat, and social media.
What do you dislike about the product?
For new users, especially those without prior experience in Salesforce, the platform can be complex to navigate. Its vast customization options, while powerful, can make the initial setup and learning process time-consuming.
What problems is the product solving and how is that benefiting you?
One of the most valuable aspects of Salesforce Service Cloud is its ability to centralize all customer case information within a single, unified platform. This consolidation of data ensures that all customer interactions, case histories, and support tickets are easily accessible, allowing service team to manage cases efficiently and provide more personalized customer support.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Dashboards and Reports are easy to build, but trends analysis and other B.I. metrics are lacking
What do you like best about the product?
It is very user-friendly when it comes to building dashboards and reports.
What do you dislike about the product?
Business Intelligence metrics is lacking. Would like to see more options for charts, graphs, trends analyses, etc.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our main system of record for Contact Center Excellence. We use it to track cases from calls to email, use it to manage Field Services work orders, and also use it to build our Internal Knowledge Base.
Comprehensive and Flexible Customer Support Solution
What do you like best about the product?
The ease of use and high integration capabilities of Salesforce Service Cloud make it relatively easy to integrate with other tools and platforms. The wide feature set, including omnichannel routing, case management, knowledge base, is good in that it makes such simplification of operations of customer service easy. A highly customizable and flexible platform, this creates wonderful solutions for business of all sizes. Top-notch customer support and the resources from Salesforce guarantee great guidance both in terms of implementation and everyday usage.
What do you dislike about the product?
Service Cloud is very feature-rich, sometimes at the cost of complexity for users new to it. It can be really quite daunting, especially when first run and especially at configuration. If not trained, especially on small businesses, that steepness in the learning curve could probably cause problems. High customization levels sometimes mean extended implementation times if these are not controlled properly.
What problems is the product solving and how is that benefiting you?
Simplified and streamlined workflows to automate processes and efficient case routing solve the complex challenges of customer support and case management. Salesforce Service Cloud centralizes customer interactions across multiple channels that improve their response time and overall customer satisfaction. Knowledge base and AI-powered tools, including Einstein Bots, reduce repetitive queries and let agents focus on more critical tasks. These would enable, then, not only a more efficient system but also high customer retention and a more responsive support system.
Great in the end but a big learning curve
What do you like best about the product?
After the initial setup phase, Service Cloud will be easy to use. The tools have enabled our company to be better organized and, in the end, support our customers not only faster but far better than ever before. We are not a large company, so the ease of integration was good, but it required some hired help in the form of an integrator, which was an added cost.
What do you dislike about the product?
There are a few things we do not like. A big one is only one asset per case. This hits us hard because it makes it difficult when we often have up to 200 assets on a single case but cannot log them in the database.
What problems is the product solving and how is that benefiting you?
We were coming from a shared inbox for customer support and now moving to a case/ticketing system has proven to be one of the best moves we have made.
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