Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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SalesForce is the most robust CRM tool!
What do you like best about the product?
Flexability and functionality! If you ask, we can do it!
What do you dislike about the product?
There is a learning curve that does require you to dedicate some time to learn.
What problems is the product solving and how is that benefiting you?
We use Five9 which is integrated with our SalesForce instance to pull up the contact record for whom is calling in. Huge time saver for help desk members.
It's a super powerful and extensible system, but requires customisation
What do you like best about the product?
Upsides are the tight integration with the Salesforce ecosystem. Incredibly powerful automations are possible but do need a good deal of skill to exploit them properly.
What do you dislike about the product?
As an out of the box solution for a small support organisation there are probably better alternatives. To get the best out of it you really need to be using Salesforce as you primary contract and customer management system.
What problems is the product solving and how is that benefiting you?
Does ticket management for our customer base for a team serving a global customer base across two geographies. We also have an integrated Salesforce based telephony system.
Revolutionised the way we work
What do you like best about the product?
As a global leader in wearable GPS technology we needed a robust customer service solution that could scale our rapid growth and provide seamless support to our worldwide client base. By integrating Salesforce Service Cloud, we transformed the way they manage customer inquiries, interactions, orders, opportunties, streamline service processes, and deliver exceptional support.
What do you dislike about the product?
While the reporting and analytics tools are robust, some users found that certain pre-built reports lacked flexibility. Custom reports required more effort to configure, which slowed down access to specific metrics or insights that were important to the team.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, handling a growing number of customer requests across multiple channels could easily become overwhelming. Service Cloud streamlines this by consolidating all customer interactions—whether through email, phone, chat, or social media—into one centralized platform.
Service console keeps the team informed
What do you like best about the product?
The automatic routing of cases to agents, no matter how they've arrived, ensures the support team are super efficient. They can keep on top of multiple cases using the service console. CAses are tied in to all of the customer data giving a true overview from lead, through sales process, to order and customer care.
What do you dislike about the product?
I honestly can't think of a downside. Any issues are quickly resolved by customer support.
What problems is the product solving and how is that benefiting you?
Keeping our customers productive.
Salesforce Service helped us to streamline our Support Processes
What do you like best about the product?
I like the mobility of the Service Cloud. You can easily switch between Desktop and Mobile, no matter where you are. The second best thing is the integration of Einstein for Service. We're currently trying out it's Features.
What do you dislike about the product?
Certain Features require certain Licenses, which is fine. BUT Features are not visible without those Licenses. It would be easier to find new functions were they visible but greyed out, with a little hint about how to aquire this capability.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us keep in touch with our customers. We're using the Service Console to quickly work through a customers problem and keep him/her as satisfied as possible.
The best thing about Salesforce Service Cloud is it's highly customizable
What do you like best about the product?
Salesforce is highly customizable and can be taylored to fit your exact needs. We integrate our Service Cloud with Marketing Cloud, Experience Cloud and Commerce Cloud. While the implementation for the basics is pretty easy, any advanced connections can be daunting without an IP. Our office and retail sites use Salesforce on a daily basis and we're always looking for ways to improve the user experience. The Account Execs at Salesforce respond quickly to questions and provide resources for additional education - and the Salesforce Help team is prompt with their follow ups.
What do you dislike about the product?
The worst thing about Salesforce is it's highly customizable because the end user wants what they want right now. Sometimes it can be an easy change, other times it takes weeks to get to a point where they can test the new process/update. Integration between clouds can be challenging depending on the use case.
What problems is the product solving and how is that benefiting you?
We are getting a better understanding of our customers by being able to see their history of interactions with us in one place.
Tracks all client interaction from the get go to finalisation.
What do you like best about the product?
Have full 360 View of client from sales to servicing the cloud. Able to respond to client with knowledge along with obtain summary of the whole case within seconds with AI and respond with AI.
What do you dislike about the product?
too many add on products instead of all inclusive products
What problems is the product solving and how is that benefiting you?
having full view of client enquiry and methods to resolve all within the same record page.
Good Experience, Hard to customize
What do you like best about the product?
Intuitive, user friendly, stable, trustworthy
What do you dislike about the product?
Hard to customize, lack of good reports, limited
What problems is the product solving and how is that benefiting you?
To manage customer maintenance service
Awesome cloud based solution to provide support to customers
What do you like best about the product?
The best thing about service cloud is chat bot and email to to case functionality. Implementation is very easy with Service cloud and Salesforce layouts are easily configurable to make it easy to update anything. It can be well integrated with third party tools using REST API using Apex and our team is using this 24/7 to provide customer support.
What do you dislike about the product?
The limitation of using it with Salesforce Community.
What problems is the product solving and how is that benefiting you?
We are able to solve problem of ticket handling which earlier used to come on emails and it was hard to track it over emails. Also chat functioanlity has helped us to provide live support.
provide all the services that a service cloud should have
What do you like best about the product?
it has all the features a business need like Centralized customer interactions,Self-help for customers,Improved customer satisfaction,Integration with other systems,Collaborative service,Real-time insights,Omni-channel routing,Live agent chat etc.
What do you dislike about the product?
there is nothing i have encountered yet that makes me displike it
What problems is the product solving and how is that benefiting you?
it just make complete process seamless and effortless to implement and execute
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