Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Service Cloud for Excellent Customer Service
What do you like best about the product?
The ability to be adjusted and tailored for various applications.
What do you dislike about the product?
The setup process can be awkward, and having the service setup separate from the regular setup can be confusing.
What problems is the product solving and how is that benefiting you?
Fast case assignment
CRM that we can always trust one
What do you like best about the product?
Seamless case routing within Salesforce.
What do you dislike about the product?
From my POV, I would say omni channel disconnections. Some of the reporting cannot be archived
What problems is the product solving and how is that benefiting you?
NA
Service users for Agents
What do you like best about the product?
Configuration on Omni Channel and new AI Agent feature that we are using in the near future. I am looking forward to implementing some of the new features.
What do you dislike about the product?
It can get complex at some times with custom automations implemented. I wish more context was out-of-the-box functionality.
What problems is the product solving and how is that benefiting you?
Assisting customers achieve success and fast service answers with our agents.
Easy to use
What do you like best about the product?
Entitlement management for case is the great feature
What do you dislike about the product?
It gets heavy around case object when the org gets bigger
What problems is the product solving and how is that benefiting you?
Case management during the service phase
The pro tool for your customer service team
What do you like best about the product?
It gives a full picture of our consumers that call in for assistance and allows our agents to support
What do you dislike about the product?
Adding in new features can be time consuming
What problems is the product solving and how is that benefiting you?
Documentation of customers who call in and saving the recommendations provided to them
Service Cloud Developer
What do you like best about the product?
I like how Salesforce Service Cloud centralizes customer support interactions across multiple channels, making it easier for service teams to manage cases efficiently. Its AI-driven tools and automation features, like chatbots and workflows, significantly reduce response times and improve customer satisfaction.
What do you dislike about the product?
The complexity of customization can be challenging for non-technical users, and the pricing structure can quickly increase with added features and users. Additionally, navigating through the vast array of tools can be overwhelming for new users.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving the challenge of managing customer inquiries and support cases efficiently across various channels. By providing a centralized platform, it enables better case tracking, faster response times, and streamlined communication between support teams and customers. The automation of routine tasks, such as case assignment and follow-ups, reduces manual effort, allowing teams to focus on more complex issues. This results in improved customer satisfaction, quicker resolution times, and overall enhanced productivity for the support team.
Saves cost
What do you like best about the product?
Interactive. Very easy to use and helpful
What do you dislike about the product?
Einstein features needs additiknal cost.
What problems is the product solving and how is that benefiting you?
Omnichannel routing
It is friendly to use
What do you like best about the product?
It is helping my customer service team to response the cases from customer faster
What do you dislike about the product?
The implementation took a long time. Longer than we expected
What problems is the product solving and how is that benefiting you?
The customer service team is improving the time of response
Service Cloud for Best Customer Support
What do you like best about the product?
Case management feature is the best feature of Srrvice cloud. This allows our agents and engineers to efficiently track, manage, and resolve issues.
What do you dislike about the product?
I think it will be the complexity and cost to implement and own additional features in the platform like AI and voice.
What problems is the product solving and how is that benefiting you?
Support customers for issues with purchased products. Internal users use this to get help as well.
Great tool to streamline
What do you like best about the product?
Here are the most useful for us are
1. Omni-Channel Routing: Automatically assigns cases to the most appropriate agent based on skill set and workload, ensuring efficient customer support.
2. Case Management: Provides a central platform to track, manage, and resolve customer inquiries. You can categorize cases, assign them to the right team, and track response and resolution times.
3. Service Console: A unified interface that allows agents to view customer interactions, cases, knowledge articles, and tools all in one place, helping them resolve issues faster.
4. Knowledge Base: Enables the creation, storage, and sharing of knowledge articles to help agents and customers find answers quickly.
1. Omni-Channel Routing: Automatically assigns cases to the most appropriate agent based on skill set and workload, ensuring efficient customer support.
2. Case Management: Provides a central platform to track, manage, and resolve customer inquiries. You can categorize cases, assign them to the right team, and track response and resolution times.
3. Service Console: A unified interface that allows agents to view customer interactions, cases, knowledge articles, and tools all in one place, helping them resolve issues faster.
4. Knowledge Base: Enables the creation, storage, and sharing of knowledge articles to help agents and customers find answers quickly.
What do you dislike about the product?
Still exploring. Haven't come across any yet.
What problems is the product solving and how is that benefiting you?
We migrated from service now to service cloud and it's day night difference.
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