Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Service Cloud
What do you like best about the product?
Service Cloud is a powerful tool for managing customer inquiries. Used it for web inquires, phone calls, and emails.
What do you dislike about the product?
It is highly customizable but not awesome if you do not have the resources a team member or the money to customize it.
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us to track customer interactions.
Boosted Service Team
What do you like best about the product?
Service Cloud enables us to make seamles service with Sales and other Derpartments. It is fully integrated in out system and works very well. We are also happy about the performance about the system.
What do you dislike about the product?
It comes with several objects, but we need to specify the objects fields and automations according our needs.
What problems is the product solving and how is that benefiting you?
Case Management and we can do the emailing inside.
Good product by a bit clunky
What do you like best about the product?
Single point of truth for all my customer interactions
What do you dislike about the product?
Report creation is a challenge and building new reports takes a long time
What problems is the product solving and how is that benefiting you?
Giving multiple teams visibility into the same data
Streamlined Case Management with Mail-to-Case and Experience Cloud
What do you like best about the product?
What I appreciate most about Salesforce Service Cloud, specifically with the Mail-to-Case and Experience Cloud features, is how they simplify case management and enhance customer engagement. Mail-to-Case allows seamless conversion of customer emails into support tickets, ensuring that no request goes unnoticed and agents can track and resolve issues more efficiently. This helps streamline workflows by automatically assigning and organizing cases based on predefined criteria, reducing manual tasks and improving response times.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
Experience Cloud, on the other hand, provides an excellent platform for creating branded customer portals and communities, where users can submit cases, access self-help resources, and engage with other users. It enhances the customer experience by offering them the flexibility to find solutions independently or connect with support when needed, all within a unified interface. Together, these tools empower both agents and customers, driving efficiency and satisfaction.
What do you dislike about the product?
A particular downside of Salesforce Service Cloud, especially with Mail-to-Case, is that it’s not easy to order cases by the last email received. This can be frustrating when trying to prioritize or track the most recent customer interactions. The standard case list views often focus on the creation date or other default fields, making it tricky to sort cases based on the latest communication. This limitation forces teams to rely on custom fields, filters, or additional workarounds to get a clear view of the most up-to-date conversations, which can be inefficient and time-consuming.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves the problem of managing and organizing large volumes of customer inquiries efficiently. By automatically converting emails into cases, it ensures that no request is overlooked, improving response times and streamlining support operations.
Never again is now and customer service is now
What do you like best about the product?
Almost limitless range of functions. It is very easy to customize the Service Cloud for our service and gain the full potantial of our customer service.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
The low/no code integreation of services and flows is great to do simple automation processes and bring the best useabilty to our employe and stakeholder. Implement new processes is kindly easy and isn't the customer support helps very fast and friendly.
We use the service cloud for thousend of service tickets a day and also we use it for intern processes and services. It is great to see our business grow and the service cloud arrange with no issues.
What do you dislike about the product?
The comunication services like email or letter are hard to set to our coperate design. I wish we had more functinallyty like fonts management or color schema setup in flows or lightning lwc. Other integrations are realy easy.
What problems is the product solving and how is that benefiting you?
The service cloud makes it easy and quick to complete recurring tasks.
Service Cloud provides omnichannel support and is excellent
What do you like best about the product?
I like the knowledge managment and mapping in service cloud as it reduces 70-80% of the effort in problem resolution. It's a greatest asset to the service cloud. Besides, I also admire AI powered article recommendations which reduces the time for resolution.
What do you dislike about the product?
As Salesforce services are more focused for mid to top level companies, small companies may find it challenging to afford the licenses and costs of the product.
What problems is the product solving and how is that benefiting you?
Using Salesforce Service Cloud, we leverage customer support at ease by adpoting services through call, chat and email.
We have built a knowledge base for self service before the customer reaches to Support and this has significantly reduced the over burden to our customer support agents.
Besides, we have created multiple queues which can route cases based on the skill match criteria.
We have built a knowledge base for self service before the customer reaches to Support and this has significantly reduced the over burden to our customer support agents.
Besides, we have created multiple queues which can route cases based on the skill match criteria.
Salesforce Service Cloud is an great and amazing tool for Salesforce users.
What do you like best about the product?
Sevice Cloud is a very tightly integrated into Salesforce. It offers a wide range of options, which helps business to improve alot and makes things thousend times faster then the mannual ones. As it offers a great look and fill, customers loves using it. Salesforce provides ease of implementation, like adding new features in just using point and click tool.
Salesforce customer support is too good and provide response very fast. We have been using salesforce product since 2019 and we love it.
Salesforce customer support is too good and provide response very fast. We have been using salesforce product since 2019 and we love it.
What do you dislike about the product?
According to me, I like salesforce procust alot, but only thing which can be bit faster is after doing some implementation it takes some time to actually load on org.
What problems is the product solving and how is that benefiting you?
When ever a new case generated by uers, We have setup few rules, which easily assign to some queue based on the severity of cases.
All in one click
What do you like best about the product?
All services are made to suddisfy yours need with only a few clicks!
What do you dislike about the product?
If you have need to implements custom things, should not be easy
What problems is the product solving and how is that benefiting you?
Time to delivery
Advantages of using service cloud
What do you like best about the product?
The seamless case lifecycle helps our customers get the cases resolved easily.
What do you dislike about the product?
Sometimes it requires us to train our service agents.
What problems is the product solving and how is that benefiting you?
It is helping businesses to give their customers a better after sale services.
Cutting edge contact centre application
What do you like best about the product?
ease of usage
industry specific out of box app
ease of setup
industry specific out of box app
ease of setup
What do you dislike about the product?
cost of license
apart from this pretty much everything is awesome
apart from this pretty much everything is awesome
What problems is the product solving and how is that benefiting you?
customer 360 view
newly launched agentforce is quite promissing
newly launched agentforce is quite promissing
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