Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Scalable solution you don’t outgrow
What do you like best about the product?
Scalability and flexibility to support many different use cases.
What do you dislike about the product?
It could have been delivered with more out of the box features enables to enable quickstart for new customers.
What problems is the product solving and how is that benefiting you?
It helps us to support our customers the best possible way to multiple channels.
Great Built-In Case Features, but Challenging to Keep Up with Updates
What do you like best about the product?
I enjoy all the out of box features around cases.
What do you dislike about the product?
It's hard to stay on top of all the new releases.
What problems is the product solving and how is that benefiting you?
Helping out members and allowing our users to stay on top of things.
Great Case management automation
What do you like best about the product?
Agent force and case managment and email to case service
What do you dislike about the product?
The migration for workflow rules to flow is complex. Service cloud should provide the tools to migrate it
What problems is the product solving and how is that benefiting you?
Our Csr are helping our customer and able to support them
Easy to Use, But Lacks Out-of-the-Box Features
What do you like best about the product?
Ease of use and integration alongwith many systems
What do you dislike about the product?
OOtB functionality as well not enough social features
What problems is the product solving and how is that benefiting you?
Mainly allowing seamless single point of service
Great Case Management, But UI Needs Improvement
What do you like best about the product?
Web to case and case management capabilities
What do you dislike about the product?
Ui needs to be improved overall as competitors
What problems is the product solving and how is that benefiting you?
Product support
Performance reporting Needs Improvement
What do you like best about the product?
Queue performance Reporting can be improved
What do you dislike about the product?
Reporting is not intuitive and out of book one dimensional
What problems is the product solving and how is that benefiting you?
Centralized help desk support
Great Features and Quick Setup, but Customization Lacks Support
What do you like best about the product?
It has several functions that can support our agents and be set up quickly once needed.
What do you dislike about the product?
Finding information about customization and resources can be quite challenging. The knowledge needed is not easily accessible, which makes the process more difficult than expected.
What problems is the product solving and how is that benefiting you?
We used this for a proof of concept to determine whether it would be a good fit for our technology landscape.
Great Case Management and Console Features
What do you like best about the product?
Case Management and Case Console are the best features
What do you dislike about the product?
Nothing is least helpful yet. Not applicable
What problems is the product solving and how is that benefiting you?
Case Management and Service Console
Easy Integration, but Pricey
What do you like best about the product?
Ease of integration to thw salesforce suite
What do you dislike about the product?
Cost of the product and the overall suote in general
What problems is the product solving and how is that benefiting you?
Ability to expand and scale
Great Omni-Channel Experience, but High Cost of Ownership
What do you like best about the product?
It's ability to provide a truly unified omni channel experience for both customer and service agents
What do you dislike about the product?
It's high total cost of ownership driven by expensive per user
What problems is the product solving and how is that benefiting you?
Improvement of customer service experience
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