Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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SDM using Saleforce as a support desk
What do you like best about the product?
the UI is nice, our admin time has reduced and the reporting dashboards have some great capabilities
What do you dislike about the product?
our implementation was rubbish and that was via a partner. theres probably a lot more the tool can do but without a qualified consultant in house it makes it harder to gain these efficiencies
What problems is the product solving and how is that benefiting you?
our admin time has reduced freeing up time to focous on other tasks.
Great service product for small to large businesses
What do you like best about the product?
OmniChannel to handle many service channels, many no-code tools, solid documentation to implement features, improving interface including the console to drive productivity.
What do you dislike about the product?
You need a partner or expertiese to implement and extensive training for users to adapt. This is expected but still a consideration for any business to successfuly implement this product. For larger companies and complex processes, declerative tools fall short, so we rely on programatic solutions which are great. This wouldn't be a problem is majority of customers weren't sold the vision of no code.
What problems is the product solving and how is that benefiting you?
My customers benfit greatly from OmniChannel capabilities, especielly Service voice using Amazon connect. The IVR experience is highly customizable, allows to align to unique business processes and automate using OmniChannel flow.
sales force usage
What do you like best about the product?
it is good that you can check the history and review what are the thing that your agent done on the account. ease of use customer support
What do you dislike about the product?
none so far everything is good.Ease of Integration
What problems is the product solving and how is that benefiting you?
it is very useful and easy to use
The best solution for Omni-channel experience
What do you like best about the product?
Thanks to Salesforce Service Cloud, our customer had the opportunity to achieve incredible results, like reducing anwser times of Contact Center Agents (with the Amazon Connect integration available with Service Cloud Voice) and also improve agents efficiency between the support cases opened by customers both from email and voice calls.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
After more than one year, the contact center reached almost 300000 calls from customers. Also, thanks to the 3 Salesforce release each year, there are plenty of new functionality to implement in the CRM and to achieve many more result in the Customer Support experience.
What do you dislike about the product?
With Salesforce Service Cloud you could get in trouble if you try to integrate external Systems. You should always check with Salesforce Support if a particular System or Software is available to be integrated inside the CRM.
What problems is the product solving and how is that benefiting you?
First, Salesforce Sercive Cloud helped our customer to achieve an Omni-channel experience never seen before. All the necessary information is stored securely inside the CRM and that improved so much the agent efficiency.
Salesforce Service Cloud is the best in Case Management
What do you like best about the product?
The Service Setup Assistant provides admins a simple and efficient tool to setup a complete and powerful pre-built Service Cloud Solutions. The console provides agents a complete 360 degree view of the case, the customer information, helpful articles, and many more.
What do you dislike about the product?
I don't have anything I don't like about this product.
What problems is the product solving and how is that benefiting you?
Service Cloud provides mutiple secured channels to communicate with customers efficiently.
Implement out of box capabilities
What do you like best about the product?
Easy to enable capabilities that are applicable our business need.
What do you dislike about the product?
Service Cloud's complexity can hinder usability, requiring extensive training. Customization options may lead to higher costs and maintenance challenges, making it difficult for some users to navigate the interface effectively.
What problems is the product solving and how is that benefiting you?
Capabilities for service tech, admin, call center and other persona types
Game changer
What do you like best about the product?
The ability for us to quickly capture and record data from our customers and report back to our internal users and external communities.
What do you dislike about the product?
We have captured so much data that it would be great if they allowed more than 200GB of storage.
What problems is the product solving and how is that benefiting you?
The ability to share our internal data collected data with our external partners.
It help to reduce the operation time and increase the productivity of my team
What do you like best about the product?
By this my clients easily get the help within 24 hours we are able to serve our client in a better way and track the record of every task and request
What do you dislike about the product?
As of now I'm not facing any issue its all about how you are using the service cloud to full potential
What problems is the product solving and how is that benefiting you?
Its help to serve my customer request in a better way and I can align my reps on the write opprunity
Salesforce customization
What do you like best about the product?
We have been using service cloud for over 7 years. Capabilities are continuously added. For customers unfamiliar with the ease of adjusting the configuration, it is very satisfying to make changes during a screen share call and implement suggestions immediately.
What do you dislike about the product?
Some of the license options require a careful review of the cost vs. limitations.
What problems is the product solving and how is that benefiting you?
Government and industry collaboration in a secure environment.
We are very happy to have Service cloud in our crm
What do you like best about the product?
Simplicity of workflow , email to case, and template email
What do you dislike about the product?
At the moment I don't have any problem with it
What problems is the product solving and how is that benefiting you?
Facilitate the integration between community and Crm
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