Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Service cloud for everyone
What do you like best about the product?
I really like chatbots and assignment rules.
What do you dislike about the product?
I dislike omnichannel, I got many errors.
What problems is the product solving and how is that benefiting you?
We use knowledge base to help our sales reps internally.
I’ve used Salesforce Service Cloud to manage customer cases and improve support efficiency.
What do you like best about the product?
It makes the whole support process smoother. It helped my teams keep track of everything efficiently and improve the overall customer experience.
What do you dislike about the product?
It can feel overly complex at times, especially with all the customizable features and settings, which can be overwhelming to manage. Additionally, it can be pricey depending on the features needed, and sometimes the interface isn't as intuitive as it could be.
What problems is the product solving and how is that benefiting you?
For us, it helped solve the problem of managing customer cases efficiently by centralizing all interactions and automating routine tasks. It also improved response times through multi-channel support, ensuring that no case is overlooked.
For me, it makes the support process much more organized, saves time, and enhances customer satisfaction by enabling quicker resolutions.
For me, it makes the support process much more organized, saves time, and enhances customer satisfaction by enabling quicker resolutions.
Service cloud exceeds expectations
What do you like best about the product?
Salesforce service cloud sets the standard for what to expect from a customer support product. Performant, scalable, constantly innovated and full of more features than we can adapt to our organization, it provides everything we need and more.
What do you dislike about the product?
The product has become vast and it is complex to understand it all. Navigating it well requires engaging knowledge resources.
What problems is the product solving and how is that benefiting you?
We use it for multi channel customer support on warranty services, and also for internal help desk processes.
Wonderful experience
What do you like best about the product?
Service is very good and scalability is unmatched.
What do you dislike about the product?
Prod support time should be shorter and prompt.
What problems is the product solving and how is that benefiting you?
Email communications to the students
Allows Service To be Taken To Next Level
What do you like best about the product?
Service Cloud has allowed us to enable an omni channel experience that is seamless, connected, and efficient. Allowing us to prioritize our member issues and touchpoints effectively.
What do you dislike about the product?
License cost is high and for large organizations requires a lot of setup and architechture to be efficient. Still probably the easist CRM tool to do that with but it is still a hurdle.
What problems is the product solving and how is that benefiting you?
Customer 360 degree view and allows us to mix phone, chat, email, and cases together. Also allows us to implement omni channel AI technologies.
Our organization is just starting to tap into the power of service cloud
What do you like best about the product?
We are also using marketing cloud and health cloud
What do you dislike about the product?
Nothing at the moment as we are just starting to utilize
What problems is the product solving and how is that benefiting you?
Helping bridge the gap between sales and service users
All in one
What do you like best about the product?
It was all features in a single view to be able
What do you dislike about the product?
You cant have separate priorities for different channel queues
What problems is the product solving and how is that benefiting you?
Pre
Maximum satisfaction for customers
What do you like best about the product?
Multichannel capabilities, the application of AI, and how easy it is to set everything up
What do you dislike about the product?
Nothing, I like everything! If I had to say something, the price of the licenses.
What problems is the product solving and how is that benefiting you?
Respond to the client in record time, facilitate the work for the contact center agents
I implemented Open CTI to streamline my users' operations.
What do you like best about the product?
I like the fact that I can quantitatively observe the productivity gains with Salesforce Service Cloud.
What do you dislike about the product?
I would like to see an easy transition from the Classic email template to the Lightning email template.
What problems is the product solving and how is that benefiting you?
By linking with CTI and PBX, we are able to answer customer inquiries quickly and efficiently.
Service cloud let's us consolidate all our data into a single console for easy use.
What do you like best about the product?
Being able to use and access all user data from a single console is extremely nice and saves us time needing to go to different pages and having load times just to find what we need. We can also use Omni-channel to get the right agents to help with whatever issue the customer may have.
What do you dislike about the product?
There isn't really anything that I dislike about sales cloud. So far it has been an amazing tool that I will keep using in the future.
What problems is the product solving and how is that benefiting you?
Letting users handle small cases themselves with the power of AI and even direct them to Knowledge articles for them to be able to learn and solve their own problems so that we can spend more time on the important matters. If we are unable to help them solve it themselves we can direct it to an agent that actually can help them to get it resolved quickly.
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