Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Great Alternative to Freshdesk, but Pricey
What do you like best about the product?
Replaces Freshdesk and consolidates use of SF
What do you dislike about the product?
Cost can be a challenge for nonprofit orgs.
What problems is the product solving and how is that benefiting you?
Ability to use use helpdesk support across org whole
Great for Timely Assistance and Customization
What do you like best about the product?
Able to help and assist users in a timely manner
What do you dislike about the product?
Nothing really. We do a a lot of customization.
What problems is the product solving and how is that benefiting you?
No real issues.
Effortless Integration and Excellent Case Management
What do you like best about the product?
I appreciate the case management feature in Salesforce Service Cloud. It's been very easy to use and integrate with our existing systems, making it a seamless addition to our workflow.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I find the product streamlines case management, is easy to integrate with our systems, and requires no changes for improvement.
Salesforce Service Cloud
What do you like best about the product?
The most helpful thing we found using Salesforce service cloud is case management for our teams since we have multiple departments using different cases.
What do you dislike about the product?
Nothing comes to mind. We’ve really enjoyed using the service cloud!
What problems is the product solving and how is that benefiting you?
Haven’t had any specific problems just yet.
Effortless Setup and Effective Customer Management
What do you like best about the product?
I find Salesforce Service Cloud to be very easy to use with all necessary features available right out of the box. It effectively helps in tracking time to resolve tickets, provides an escalation path, and allows for tracking points of connection with the client. Email to case is particularly useful for managing operations. The intuitive design and comprehensive features have met my needs, making it a product I would choose again. Overall, I have been highly satisfied, which is why I am likely to recommend it to others.
What do you dislike about the product?
H Nothing
What problems is the product solving and how is that benefiting you?
I use the product to manage client support efficiently, tracking resolution times, escalation paths, and client interactions effortlessly.
Great Einstein Bots, But High Cost and Steep Learning Curve
What do you like best about the product?
It comes with Einstein bots and that is a big plus for us
What do you dislike about the product?
High cost and per user pricing and a steep learning curve
What problems is the product solving and how is that benefiting you?
Fragmented communication, slow resolution times
Reliable and User-Friendly, Loved by Our Team
What do you like best about the product?
I find Salesforce Service Cloud's ease of use and implementation particularly beneficial, and our employees love working with it. The platform significantly aids our service teams in managing cases promptly and supports our clients effectively. Case management and reporting features are especially useful.
What do you dislike about the product?
I do not dislike anything
What problems is the product solving and how is that benefiting you?
I find the product helps our service teams answer cases quickly and timely, providing full client visibility and supporting timely client interactions.
Highly Customizable and Easy to Personalize
What do you like best about the product?
Its highly customizable to business needs
What do you dislike about the product?
I don't like how separate thr setup is from sales
What problems is the product solving and how is that benefiting you?
Capturing historical information is essential for keeping accurate records and understanding past events. It allows for better analysis and helps inform future decisions by providing valuable context.
Great Support Features, but Customization Is Challenging
What do you like best about the product?
Knowledge and case deflection. The best parts are the support functionality for product and agents.
What do you dislike about the product?
It’s a big hurdle to get customized and setup
What problems is the product solving and how is that benefiting you?
Case deflection and product knowledge base.
Great Data Insights and Time Savings, but Email Threading Needs Work
What do you like best about the product?
It is a timesaver! Allows insights into our data.
What do you dislike about the product?
Email to case threading could be improved
What problems is the product solving and how is that benefiting you?
Allows support case creation and resolution
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