Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Worry about making your business successful not the CRM
What do you like best about the product?
Being one of the multiple clouds from Salesforce allows me as a user and administrator to easily expand the functionalities as my business needs evolve. Whether you have a small business that is just getting started and needs basic, out-of-the-box features or your have grown to a large business that requires a lot of customization, Service Cloud will support it.You can go from not having a CRM to having Service Cloud in no time, having their customer support and having your teams only using SC for daily tasks.
What do you dislike about the product?
Cost can be a challenge, specially when you are reaching the top of your existing tier and are moving into the next tier. It integrates with a ton of applications, it makes it super powefrul but not all integration can be achieved by someone not familiar with the platform.
What problems is the product solving and how is that benefiting you?
Case management for my existing company is all handled using Service Cloud. It is great for us as our Sales team can gain insights into Support and better manage our customers.
Enhancing Customer Support Efficiency
What do you like best about the product?
Ease of Access. Customer Support and loads of features.
What do you dislike about the product?
Due to its cost, the extent use is limited. Great corporate packages can help more inroads with in the system.
What problems is the product solving and how is that benefiting you?
Lead Generation, student application processes.
Is to easy to develop and easy to make any change
What do you like best about the product?
The 365 vision of cumstomer when them contact us for any chanel
What do you dislike about the product?
More option to bots whatsapp, for cumstomer and agent
What problems is the product solving and how is that benefiting you?
To unifiquei the requuest of the client
Number of Features
What do you like best about the product?
Service cloud has a large number of features that are easily configured (clicks not code). You're able to correspond with customers via live chat, chat bots, phone calls, or emails all within Salesforce. Instant chat is a must-have with customer support these days, particularly with Salesforce agents on the very near horizon. If you don't have all of these features available in one spot and working in sync with AI, your customer support is going to be outdated quickly and your competitors will shine.
What do you dislike about the product?
The documentation for implementation and configuration could be a lot more robust and clear.
What problems is the product solving and how is that benefiting you?
One problem it's solving is routing of cases with omnichannel and increased quality of the customer support team work with supervisor console.
does exactly what we require!
What do you like best about the product?
ease of use, simple to modify, customer service has been fantastic
What do you dislike about the product?
there are almost to many modification posibilites
What problems is the product solving and how is that benefiting you?
Account categorization
Salesforce Service Cloud Great Support Tool for Salesforce users.
What do you like best about the product?
Its very tightly integrated into Salesforce, we adopted service cloud recently as we have been on Salesforce since 2017. With many of our users comfortable with Salesforce, we didn't want to add another platform to the mix that they would have to interact with. Being native to SF also makes it easy to leverage existing data.
What do you dislike about the product?
The implementation does take some time, with the high level of flexibility and customization, it means that rolling it out needs some careful preparation and planning.
What problems is the product solving and how is that benefiting you?
We needed a way to track support requests from our customers (and internally as well). The ticketing system we had was EOL and was not being supported anymore, as well as the fact that it didn't integrate with salesforce. When we looked for a replacement, having it work with our salesforce system was priority #1. We have rolled it out internally for our support and have started implementing Knowledge base. It has helped us make sure that support requests are handled and resolved without anything falling through the cracks.
Robust features
What do you like best about the product?
I like its robust system which offers greate enhancement to the business.
I love its case managemnet function and knowledge managment especially, i majory use service catalogs and case managment with Tasks. which helps our users to raise/work on any issue. Knowledge helps us alot to solve any issue without raising the cases as much as possible which is great.
I love its case managemnet function and knowledge managment especially, i majory use service catalogs and case managment with Tasks. which helps our users to raise/work on any issue. Knowledge helps us alot to solve any issue without raising the cases as much as possible which is great.
What do you dislike about the product?
The milestone function: I am not a fan of entitlement process configuration it could have been more easy but it is complex in order to implement it properly.
What problems is the product solving and how is that benefiting you?
case Management, helping our users to resolve their issue and provide support.
Salesforce Service Cloud
What do you like best about the product?
Omani channel routing is best with web chat feature to chat with customers from website or experience portal
What do you dislike about the product?
New user will face difficulty to understand all fetures provided by salesforc for service cloud without service industry backgound.
What problems is the product solving and how is that benefiting you?
Out website chat is connected with service cloud trough messaging channel.
Service Cloud features for Health Cloud Implementations
What do you like best about the product?
I really enjoy the case management and omni-channel functionalities, the number of features and flexibilities within these tools makes implementing basic CRM features a breeze. When implementing health cloud, a few key features we always leverage for contact centers are CTI integration with service cloud voice, omni-channel routing for all channels exposable through Salesforce & standard case management functionality.
What do you dislike about the product?
There are some features that are coming in the roadmap, the product team has been very transparent about which features they are planning to implement.
What problems is the product solving and how is that benefiting you?
Consistently solves for CTI integration, omni-channel routing needs and case / knowledge management.
15 years and still going
What do you like best about the product?
The flexibility of the solution. Our ever changing needs in the service sector have been met by us internally having the ability the take care of it ourselves with clicks and code
What do you dislike about the product?
Sometimes some functionality is changed and it interrupts the communication flow with our customers
What problems is the product solving and how is that benefiting you?
One place to enter...maintain and close our tickets...and having our Sales side having the ability to SEE what the service side is doing
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