Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Game Changer for Customer Service
What do you like best about the product?
360 degree customer view - it is easier to understand customer history and preferences, which means we can offer more tailored support.
Service Cloud Voice - It combines phone and digital support in one unified platform.
Service Cloud Voice - It combines phone and digital support in one unified platform.
What do you dislike about the product?
Learning curve for new users. Though ecosystem is powerful, it can be a bit overwhelming for those unfamiliar with Salesforce, requiring significant onboarding and training time. However, once our team became familiar with the system, it significantly enhanced our customer service capabilities.
What problems is the product solving and how is that benefiting you?
Using Omni Channel - We could route the cases and Chats to the available Correct Agents automatically.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
And automation tools help to close the cases as per the time lines.
Reporting became very easy.
Awesome Service cloud !!!
What do you like best about the product?
Case management and SLA process along with AI
What do you dislike about the product?
Interface for Service agents could be better
What problems is the product solving and how is that benefiting you?
Help the customer with order, billing and delivery issues
Best way to manage customer support
What do you like best about the product?
The robust featutes. There's a tool or custom solution for every issue we may face.
What do you dislike about the product?
It's so easy to use and that can lead to large data usage which can be hard to maintain
What problems is the product solving and how is that benefiting you?
We are moving to the MIAW platform and the stakeholders are thrilled with the enhancements
Service Console Delivers
What do you like best about the product?
Omnichannel routing and the service console are the two biggest productivity features I love most about Service Cloud. Multichannel routing of calls, the agile tab views within the consol, it all makes delivering quality service to customers efficient and simple for our agents. My CS leaders love the Omnichannel supervisor and the ability it gives them to manage their teams.
What do you dislike about the product?
Milestones, milestones, milestones. I'd love to be able to pause one milestone while allowing another to continue to run.
What problems is the product solving and how is that benefiting you?
It brings together all the information our CS team needs to deliver quality support to the customer on one screen. We're currently trying to add additional channels for support.
Very good experience for agent and customers
What do you like best about the product?
Routing features are mostly I like in servcie cloud
What do you dislike about the product?
I like every feature of servcie cloud nothing specific I can think of
What problems is the product solving and how is that benefiting you?
Mainly routing and email to case feature
Very good new AI feature
What do you like best about the product?
Customization if very flexible; new AgentForce Will change everything for thé better
What do you dislike about the product?
Limitations about new features are not always well documented
What problems is the product solving and how is that benefiting you?
Replacing old support software; providing a community portal
Service Automation
What do you like best about the product?
As a long-time Salesforce user and leader, I can confidently say that Salesforce Service Cloud is an indispensable tool for managing customer service operations. It offers a robust platform that centralizes all aspects of customer support, from case management to omnichannel interactions, making it easy to deliver personalized and efficient service.
One of the things I love most about Service Cloud is its automation capabilities. With features like macros, workflows, and AI-driven case assignments, our team can focus more on resolving customer issues and less on manual, repetitive tasks. This not only increases efficiency but also improves customer satisfaction, as response times are significantly reduced.
The integration with other Salesforce products is seamless, providing a 360-degree view of every customer interaction. Whether it’s sales, service, or marketing, everything is connected, which enables us to better understand our customers’ needs and tailor our services accordingly.
Service Cloud’s scalability is another big plus. As our company grows, the platform easily adapts to handle more users, cases, and data, without any performance issues. It’s a flexible solution that evolves with us, which is critical in today’s fast-paced business environment.
Overall, Salesforce Service Cloud has transformed how we deliver customer service. Its comprehensive feature set, combined with the power of automation and AI, has allowed us to exceed customer expectations consistently. I highly recommend it to any company looking to elevate their customer service experience.
One of the things I love most about Service Cloud is its automation capabilities. With features like macros, workflows, and AI-driven case assignments, our team can focus more on resolving customer issues and less on manual, repetitive tasks. This not only increases efficiency but also improves customer satisfaction, as response times are significantly reduced.
The integration with other Salesforce products is seamless, providing a 360-degree view of every customer interaction. Whether it’s sales, service, or marketing, everything is connected, which enables us to better understand our customers’ needs and tailor our services accordingly.
Service Cloud’s scalability is another big plus. As our company grows, the platform easily adapts to handle more users, cases, and data, without any performance issues. It’s a flexible solution that evolves with us, which is critical in today’s fast-paced business environment.
Overall, Salesforce Service Cloud has transformed how we deliver customer service. Its comprehensive feature set, combined with the power of automation and AI, has allowed us to exceed customer expectations consistently. I highly recommend it to any company looking to elevate their customer service experience.
What do you dislike about the product?
1.Steep Learning Curve: For new users or teams unfamiliar with Salesforce, the learning curve can be steep. The platform’s sheer number of features and functionalities can feel overwhelming, especially for smaller teams without a dedicated admin or power user.
2.Cost:Salesforce Service Cloud is an investment. The cost can add up quickly, especially when adding extra features or users.
2.Cost:Salesforce Service Cloud is an investment. The cost can add up quickly, especially when adding extra features or users.
What problems is the product solving and how is that benefiting you?
1. Centralizing Customer Support and Improving Response Times:Salesforce Service Cloud helps us consolidate all customer interactions and case histories in one place, giving us a complete view of the customer. This allows us to respond quickly and efficiently, significantly improving resolution times and ensuring personalized support.
2.Streamlining Processes with Automation: With powerful automation features like case assignment and workflows, Service Cloud eliminates repetitive tasks. This allows our team to focus on solving customer problems, improving productivity, and reducing errors.
2.Streamlining Processes with Automation: With powerful automation features like case assignment and workflows, Service Cloud eliminates repetitive tasks. This allows our team to focus on solving customer problems, improving productivity, and reducing errors.
Great to structure customer requests and manage work
What do you like best about the product?
Service Could helps us to structure incoming service request via Email, Phone and Chat and assign them in an effective manner to our agents.
What do you dislike about the product?
Many of the AI features are extra products
What problems is the product solving and how is that benefiting you?
It helps us to assign incoming emails or calls effectively and provide agents with the right service knowledge and customer data at the right time. At the end we can analyze the data well.
Great experience for Business and IT
What do you like best about the product?
the intuitive user interface and the overall expierence
What do you dislike about the product?
the high license costs are a down site for the Service cloud.
What problems is the product solving and how is that benefiting you?
to get the connect between service and sales.
Superb product
What do you like best about the product?
The case management is so easy to configure
What do you dislike about the product?
The omnichannel section sometimes is not online
What problems is the product solving and how is that benefiting you?
To manage omnichannel interaction with customers
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