Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Amazing CRM Product
What do you like best about the product?
The full range of CRM functionalities allows our users and management to keep our customers data secure and organized. The reporting and dashboard options allows us to stay on top of key metrics. The ease of customization out side of code is also a hugh plus for our Org.
What do you dislike about the product?
The cost can quickly add up with the need for additional features, customizations, and integrations.
What problems is the product solving and how is that benefiting you?
Allow our company to automate some of our customer service needs.
Salesforce Service Cloud
What do you like best about the product?
easy to use,
very frequently used,
integration with a lot of outer systems
very customizable solutions
very frequently used,
integration with a lot of outer systems
very customizable solutions
What do you dislike about the product?
platform limitations
non editable internal process
non editable internal process
What problems is the product solving and how is that benefiting you?
keeping record of the clients complains.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Salesforce Service Cloud - Great for managing customer issues
What do you like best about the product?
Service Cloud is a great application that can support a myraid of industries. Mainly we use it to track our customer visits, and customer issues. We have all of their 'assets' in our software and it is easy to review and verify serial numbers when customers call into our support line. This enables our technicians to not have to dig through multiple sources of information to get exactly what they need.
What do you dislike about the product?
Honestly, I have not had many complaints about Salesforce. Maybe just the cost of having your whole organization licensed would be the only negative. For some users they will not use it daily and it can be quite expensive if that is the case.
What problems is the product solving and how is that benefiting you?
Single source of truth for our org. It makes it much easier to manage cases and also revisit them and share information with the greater team.
Everything in one place!
What do you like best about the product?
Service cloud was easy to setup with the Wizard. The options for customization make it easy to brand your apps. The support team quickly answers any questions I have and addresses any issues quickly and thoroughly. We will be implementing more sections of Salesforce which will make a seamless integration to service cloud.
What do you dislike about the product?
It's a little different from what I'm used to. So, a learning curve is definately in play. But, that's part of using something new.
What problems is the product solving and how is that benefiting you?
We essentially needed a helpdesk for our Customer service department that will seamlessly integrate with a Warranty and Sales/CRM solution. Salesforce and Service Cloud looks like our answer.
I'm working in Salesforce Service Cloud since last 10 years and found very useful.
What do you like best about the product?
Call center application is very useful. Also using case management which is easy to customize.
What do you dislike about the product?
Some time auto assignment rules not working when we also have custom assignments.
What problems is the product solving and how is that benefiting you?
We can easily integrate case creation using Web-To-Case in any external website which is a great feature. Case life cyle is also very helpfull and easy to manage cases.
A tool with standout features to streamline customer service operations
What do you like best about the product?
It's omnichannel support that allows teams to manage cases from various chanels such as email, social media, live chat etc. It is time saving and helps improve response time as well. The AI powered tools, like Einstein AI, also helps in faster case resolutions using its predictive insights and recommendations. Knowledge provides handy articles to agents to guide them through customer needs.
What do you dislike about the product?
While powerful, the platform can be complex to set up and requires significant customization initially to fit the business requirements. The cost may be prohibitive for small businesses. Users, especially from non-tech background can find the learning curve steep, hence require more training time and efforts.qa
What problems is the product solving and how is that benefiting you?
The backbone of any business is it's customer service and Salesforce service clouds solves the critical problem of managing customer service efficiently accross multiple channels. Before implementing it, the customer service portal was very disjointed while maintaining requests from email, phone and social media. Service cloud unifies all these interaction into one platform, hence solving the problem of maintaing customer request separately. This helps in faster response time, proper case tracking, personalized customer interactions in-turn improving customer interactions.
A versatile and incredibly powerful tool for Service centers - but do not overcustomize
What do you like best about the product?
A powerful, well-known case management tool which enables agents to work efficiently. Is is also a very powerful base for all company related information, that can be visualized in a multitude of reports/dashboards and a knowledge base. Salesforce offers a broad range of tools to make the work as easy as possible for agents. If one needs support outside the company, there are multiple ways to find information on tools, like Salesforce Exchange, Help, Trailhead. Also, the possibility to learn what the system is capable of with a gamified approach (Salesfore Trailblazer) helps understand the landscape fast.
What do you dislike about the product?
Working with a highly Service Cloud, errors often occur and it takes very long for our teams to find a solution, due to heavy code. Being a big tool with loads of data stored, lagging often occurs. After visiting some Innovation Days, we came to find that Salesforce works better, the more Clouds are combined. Companies, who use Clouds like Marketing or Sales next to Service tend to experience a wholesome and overall better experience.
What problems is the product solving and how is that benefiting you?
Customer Complaints Management, Reporting of company relevant KPIs, Storing Information in the Knowledge Base, Creating External FAQs for the Website, Offering a Live Support (Live Chat that is available on the website), Chatbot, Webform and Warranty Claims portal, that are linked to Salesforce offered on the website.
Service Cloud Experience
What do you like best about the product?
i was mostly loved in service cloud is case management and great customer experience.
What do you dislike about the product?
i don't have any reasons to dislike service cloud
What problems is the product solving and how is that benefiting you?
it will manage and escaltes cases automatically
One-stop shop for all Service-related information
What do you like best about the product?
Service Cloud stores all customer information that a customer-service rep would need when handling cases. I especially like being able to use queues. We can automate case assignment to queues based on various criteria and then each rep can quickly "take" the cases that they can handle, reassigning them to themselves, which removes that case from the queue.
What do you dislike about the product?
I've not found an issue yet. Anytime we've suggested changes, our admin has been able to accomodate, which means the functionality is there but needed to be enabled.
What problems is the product solving and how is that benefiting you?
It acts as a single-source-of-truth providing Customer Support reps with real-time information about the customer, the account the customer belongs to, case history, previous resolutions, etc. It integrates with Zendesk which helped with adoption. Our reps didn't have to completely move away from what they were familiar with.
Flexible and customizable shared inbox
What do you like best about the product?
With ServiceCloud we are no longer wondering if something was answered, or by who. There is tracking and accountability for the users and whenever I needed to customize something for a specific unit, the Salesforce Customer Support was always there to assist. I have had over 2 dozen emails brought into the system handled by different groups that have daily access.
What do you dislike about the product?
The fact that it is customizable requires someone with the knowledge and time to make changes, and keep up with updates. A lot of items are handled by a third party vendor. Want a complete system backup for security reasons? You have to pay another company to do it. There's so much you can do... if you have the money to do it.
What problems is the product solving and how is that benefiting you?
How do you have 15 people looking at a single email and having that triaged appropriately, escalated to the right person, and then transferred to another unit or group with a complete history of all that has come before. This is it!
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