Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Service Cloud for cases (ticketing)
What do you like best about the product?
Service Cloud allows our org to be successful by triaging and caring for issues that our consumers have. We have saved the company lots of money and time by implementing our ticketing system in service cloud and adding SLA's and automations around the tickets to solve issues ASAP.
What do you dislike about the product?
Service Cloud can be frustrating to work with when trying to find the right queue for assignments. I would love to see an improvement to the case assignment rules.
What problems is the product solving and how is that benefiting you?
We use it to solve unique issues that customers have with our software product. We also use it for any billing issues that customers might incur.
Ability to scale and Automate Faster
What do you like best about the product?
The ability to configure, customize to meet our unique business needs and scale and support thousands of accounts. It helps us track client satisfaction and better operationalizd our internal team to support.
What do you dislike about the product?
Case comments section and ability to tag and or watch cases doesn't work as well as other tools like a JIRA
What problems is the product solving and how is that benefiting you?
Ability to take a case and allow external users to vote or prioritize cases (enhancements) and capture the data.
Omnichannel is where it’s at!
What do you like best about the product?
We love using Service Cloud for case management and look forward to enabling Omni Channel and more soon!
What do you dislike about the product?
Nothing at the moment Knowledge has been tough to set up.
What problems is the product solving and how is that benefiting you?
Enabling our support teams to track customer resolutions.
Flips for helping customers
What do you like best about the product?
Helping keep track of customers information
What do you dislike about the product?
Not all data is connected so in the combos can have different view of customer
What problems is the product solving and how is that benefiting you?
Customers
Great Product
What do you like best about the product?
The ability to provide service to customers quickly.
What do you dislike about the product?
It has a learning curve for complex workflows
What problems is the product solving and how is that benefiting you?
Helping service agents deliver better service
Service cloud review
What do you like best about the product?
Professional impact gives to the customers
What do you dislike about the product?
Nothing that I can recall that would make me unhappy
What problems is the product solving and how is that benefiting you?
As I mentioned it gives customers professional and collaborative experience
Sales
What do you like best about the product?
Case object is my favorite!
Capture inquiries from multiple channel .
Capture inquiries from multiple channel .
What do you dislike about the product?
Nothing is particular.Service cloud is very wonderful.
What problems is the product solving and how is that benefiting you?
Service cloud shares knowledge and information, speeding up problem resolution.
Still learning but powerful
What do you like best about the product?
Helps us stay connected to our customers and give them a more personalized experience
What do you dislike about the product?
Overall, it has a learning curve. Just like any technology, takes time to incorporate and learn how to use it.
What problems is the product solving and how is that benefiting you?
Stronger service
Improve performance
What do you like best about the product?
User interface and performance for the users
What do you dislike about the product?
Salesforce could improve connectivity. Keeps dropping causing outage.
What problems is the product solving and how is that benefiting you?
Finance team can get visibility of reports
Dreamforce 24
What do you like best about the product?
It provides valuable tools to allow customer care agents to service the customers faster
What do you dislike about the product?
Saying service cloud to business users makes it seem like it's a different product versus saying it's on the same instance as sales cloud and on core
What problems is the product solving and how is that benefiting you?
It gives out agents a central place to work out of to handle contact center items
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