Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Align with colleagues
What do you like best about the product?
Service cloud along with sales cloud and other clouds allows service reps to have full view of the customer
What do you dislike about the product?
Service Cloud lacks a standard solution for capacity management and planning for consultants
What problems is the product solving and how is that benefiting you?
Service Cloud helps us manage incoming support cases and route the more complex cases to the relevant experts
New Customer
What do you like best about the product?
New AI /Eibstein features being rolled out for agent efficiency.
What do you dislike about the product?
Thus far the amount of customizations required for Experience Cloud to integrate well with Service Cloud.
What problems is the product solving and how is that benefiting you?
Creating efficiency within the contact centre for agents.
Salesforce Service cloud
What do you like best about the product?
It is a very good service request/customer ticket management tool for organizations of any size. Service cloud provides options to either use routing logic configured in Salesforce or other custom routing logic using AppExchange packages. If we combine Case management with Chatter functionality it allows for bidirectional communication between Customer and agents with ease
What do you dislike about the product?
When using Case management in Service console, it takes more than 5 seconds to load all the details of the case some times resulting in low customer CSAT.
What problems is the product solving and how is that benefiting you?
Service cloud is made the comminication between Agents and customers simplified. It also enabled assigning cases to agent with right skils
Easy to use Case Management
What do you like best about the product?
Its efficient case management and automation features.
What do you dislike about the product?
Complex setup process and steep learning curve initially.
What problems is the product solving and how is that benefiting you?
It streamlines customer support, boosting efficiency and satisfaction.
It’s been amazing for real time updates
What do you like best about the product?
The fact that all work get real time updates.
What do you dislike about the product?
Sometimes there is a glitches that prevent instant updates
What problems is the product solving and how is that benefiting you?
Knowledge base articles that benefit to get issues resolved sonner
Fast efficient service process builder
What do you like best about the product?
As described it is efficient and fast process builder app for servicing any product
What do you dislike about the product?
Service cloud case routing settings needs to be little flexible
What problems is the product solving and how is that benefiting you?
Currently we are migrating to salesforce so all our account and customer information including service provided are at one place
Service is the best product a use today
What do you like best about the product?
What I like most about Salesforce Service Cloud is its ability to provide a 360-degree view of customers, enabling personalized and efficient customer support. Its omnichannel capabilities allow support teams to seamlessly manage cases across multiple channels. Automation tools such as chatbots and workflows help resolve issues faster and improve response times. Additionally, the robust knowledge base and self-service portals enable customers to independently find solutions. Overall, Service Cloud improves customer satisfaction by delivering cutting-edge service.
What do you dislike about the product?
One downside to Salesforce Service Cloud is its complexity, especially when it comes to setting up and customizing workflows. It often requires technical expertise or dedicated administrative support, which can be costly for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like disorganized customer support, slow response times, and managing multiple communication channels. It streamlines case management by consolidating customer interactions across various channels, enabling faster resolutions. The automation and AI tools help prioritize and resolve issues efficiently, reducing agent workload. This improves customer satisfaction, increases productivity, and ensures a more consistent, personalized support experience.
Fully customizable support
What do you like best about the product?
It's nearly infinintly configurable to your support teams' needs.
What do you dislike about the product?
Everyone knows it's configurable so it keeps the admins busy!
What problems is the product solving and how is that benefiting you?
It's a one-stop 'shop' for our clients to request help, ask questions. Our service agents have one place to go to service the customers.
There is no place like home
What do you like best about the product?
The way it is so easy to use. And the funcionalities
What do you dislike about the product?
The price and the fact that is additional
What problems is the product solving and how is that benefiting you?
The data that i need to improve engagement
An effective way for agents to solve customer issues
What do you like best about the product?
Salesforce Service Cloud is an invaluable tool for nonprofit organizations, offering robust customer service management that helps streamline communication and support for constituents, volunteers, and donors. With features like case management, automated workflows, and integrated AI-driven insights, nonprofits can efficiently manage and resolve issues while providing personalized support. Its seamless integration with Nonprofit Success Pack (NPSP) ensures that organizations can leverage their donor and constituent data to deliver timely, impactful services. The platform's scalability and customization make it an ideal solution for nonprofits of all sizes looking to enhance their service operations and mission impact.
What do you dislike about the product?
Some of the setup and menus take some time to get used to.
What problems is the product solving and how is that benefiting you?
We used service cloud to track cases and effectively complete a member onboarding process
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