Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Tech service is not rocket science
What do you like best about the product?
Now that we have implemented the service cloud, our tech service organization is working with intelligence and data
What do you dislike about the product?
Reporting could be a challenge without complete knowledge of objects relationships
What problems is the product solving and how is that benefiting you?
Now that I have the skills and capacity of each engineer, it's easy to assign the right person for the right job and from the right location
A robust and extremely scalable solution called Service Cloud
What do you like best about the product?
Service Cloud is fascinating, it is robust to be implemented, with a presence on consumers' preferred channels, it greatly simplifies the day-to-day operation with assignments via Onechannel to the appropriate agents, automatically presenting details of the customer who is contacting, Omni Supervisor allows you to avoid bottlenecks in service and evaluate the team's performance, in addition to the fact that Service Cloud, being surrounded by the Salesforce ecosystem, enables many other resources in terms of security and use of API for integrations.
What do you dislike about the product?
A very useful resource but which presents some obstacles to implementing more complex logic are milestones and process entitlements. It is possible to use Apex to optimize SLA management, but the processing consumption with this practice ends up being higher than it should be, coming very close to reaching the governors limits.
What problems is the product solving and how is that benefiting you?
Service Cloud helps me to make my customer service team available on the channels where my customers are located, allowing me to size the products that generate the most complaints and indicating the customer service segments to which I should pay more attention, in addition to allowing me to assess customer satisfaction.
Service Cloud Review
What do you like best about the product?
I like that service cloud is continually innovating and providing quarterly updates to the product providing consisted stream of enhancements
What do you dislike about the product?
Only downside would be the licensing cost
What problems is the product solving and how is that benefiting you?
A single place where service agents can work on issues raised by the customer and collaborate to resolve the issue
Salesforce service cloud for airline industry
What do you like best about the product?
It simplifies the effort it takes to gather all the customer enquiries, regardless of the origin channels. Robust tools like omni channel and flow are also provided to properly route the cases even if the business requirements are non trivial. Thumbs up.
What do you dislike about the product?
The ease of use also enables misuse when used without much thought, so now we have an account object that is bloated with similar data. It will be good to have recommendation on how to best manage an object on a given scenario.
What problems is the product solving and how is that benefiting you?
Almost the entire end to end process of a customer wanting their enquiry or issue to be resolved in a prompt manner. By giving us tools that easily customise to business needs, we can implement new enhancements fast
Great way to do cost to serve
What do you like best about the product?
It's a fantastic way for us to finally do cost to serve for segmented customers.
What do you dislike about the product?
You can't become quite expensive with the needed licenses
What problems is the product solving and how is that benefiting you?
It enables us to do cost to serve on segmented customers
Improved service
What do you like best about the product?
The agile and low-cost after-sales service
What do you dislike about the product?
Complex data model for medium-sized companies
What problems is the product solving and how is that benefiting you?
Does not apply
Service cloud to help eCommerce clients on a retailer
What do you like best about the product?
I love the omnichanel integration with the service cloud capabilities
What do you dislike about the product?
Some times is difficult to simplify the UI for the agents
What problems is the product solving and how is that benefiting you?
Managing a lot of different users with different languages and managing to pass the conversations to the adequate agents
It works
What do you like best about the product?
Seamless capabilities in case management
What do you dislike about the product?
Sometimes, people tend to want all the bells and whistles and it ends up degrading page performance
What problems is the product solving and how is that benefiting you?
Ability for agents to connect with customers
Works as well as you implement it
What do you like best about the product?
The ability to see all issues in one spot.
What do you dislike about the product?
As with any salesforce product what you get is what you. Put into it. Both good and bad.
What problems is the product solving and how is that benefiting you?
Customer issues as they pop up
Great all-round service product primed for an AI revolution
What do you like best about the product?
Service cloud has a breadth of capabilities that make for a very well-round case management product. Robust APIs provide modern case management integration capabilities across enterprise platforms. Einstein Copilot and AgentForce capabilities are about to augment and improve agent experience as well as the resulting customer satisfaction. Service Cloud also supports a Setup Assistant to easily get started and configured for production use. AppExchange products provides the ability to extend native service cloud capabilities with additional features.
What do you dislike about the product?
Costs should be considered when rolling out the product. Considerable planning is required to implement guardrails and governance to avoid tech debt.
What problems is the product solving and how is that benefiting you?
Providing an employee and customer help center and abilities to expand with self-service help features.
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