Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Powerful tool for our service
What do you like best about the product?
It's everything you need for your call center and cx team.
What do you dislike about the product?
Nothing to blame. I can get things done with service cloud.
What problems is the product solving and how is that benefiting you?
To manage incoming calls and manage agent's efficiency.
Data & AI Enthusiast
What do you like best about the product?
Easy to use and provide various functions and tools for performance tracking.
What do you dislike about the product?
Too many things on screen for the first time user.
What problems is the product solving and how is that benefiting you?
Performace tracking can be made easy for supervisor.
Service Cloud and our customers benefit from it
What do you like best about the product?
From an implementation perspective, the best thing about Service Cloud is its flexibility and scalability. Its ability to integrate seamlessly with existing systems and workflows makes it an adaptable solution for businesses of all sizes. The platform offers a wide array of out-of-the-box features, like case management, automation tools, and AI-driven insights, which significantly reduce the time needed for customization and development.
Additionally, Service Cloud’s robust omni-channel support ensures that customers can engage across multiple channels (email, chat, phone, social media) while keeping agents efficient and informed. The user-friendly interface and extensive resources make training teams and configuring the platform straightforward, even for complex environments.
This combination of flexibility, ease of use, and powerful tools makes Service Cloud one of the most efficient solutions to implement for enhanced customer service experience.
Additionally, Service Cloud’s robust omni-channel support ensures that customers can engage across multiple channels (email, chat, phone, social media) while keeping agents efficient and informed. The user-friendly interface and extensive resources make training teams and configuring the platform straightforward, even for complex environments.
This combination of flexibility, ease of use, and powerful tools makes Service Cloud one of the most efficient solutions to implement for enhanced customer service experience.
What do you dislike about the product?
One of the potential drawbacks of Service Cloud is that, while the platform is highly flexible, the variety of features can overwhelm new users, leading to a steeper learning curve, especially for teams not familiar with Salesforce ecosystems.
Licensing costs can also add up quickly as additional features or users are added, making it a potentially expensive solution for smaller businesses.
Licensing costs can also add up quickly as additional features or users are added, making it a potentially expensive solution for smaller businesses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several customer service challenges by streamlining case management, automating routine tasks, and integrating omni-channel support. It is enhancing agent efficiency by centralizing customer interactions across multiple channels, leading to faster resolutions and better customer satisfaction.
Love it!
What do you like best about the product?
Easy to access all customer information in one place.
What do you dislike about the product?
It can sometimes be overwhelming and cumbersome to get the exact info needed bc so much is avail
What problems is the product solving and how is that benefiting you?
Selling things to customer to incentivizes them to use our services
Service cloud helps us route the right work to the right people
What do you like best about the product?
Omnichannwl case assignment and routing
What do you dislike about the product?
Nothing I dislike but I'd enhance Omni routing to allow for pauses for tone tracking purposes
What problems is the product solving and how is that benefiting you?
Being able to get cases assigned quickly to the people with the right skills
Onjichannel routing allows us to do that
Onjichannel routing allows us to do that
Service cloud
What do you like best about the product?
We use it for case management and drives some additional functionality in the whole process
What do you dislike about the product?
Process for end users working on cases is a little trickier when not trained in the right way
What problems is the product solving and how is that benefiting you?
Case management
A great and complete product
What do you like best about the product?
It allows me to serve my clients better and be on every detail
What do you dislike about the product?
I like everything it is a complete product
What problems is the product solving and how is that benefiting you?
Common cases and complex cases
Review for Service Cloud
What do you like best about the product?
1. Omni-channel Support
2. Knowledge base
3. Case management
4. Service Analytics
2. Knowledge base
3. Case management
4. Service Analytics
What do you dislike about the product?
1. Cost
2. Steep learning curve
3. Performance issues at scale
2. Steep learning curve
3. Performance issues at scale
What problems is the product solving and how is that benefiting you?
1. Inefficient case management
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
2. Inconsistent knowledge sharing
3. Lack of visibility and context in customer interactions
Service Cloud, The Non Profit World, and Alaska
What do you like best about the product?
Salesforce Service Cloud has allowed us to seamlessly connect early educators, child care programs, and families searching for child care, all in one place. We were able to import data from multiple sources, connect to our website and drive users to a self service portal creating more accurate and unified lines of service.
What do you dislike about the product?
Service cloud can be expensive for a non profit org. We were lucky to be able to purchase this product and pay for the subscriptions through one of our grants.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us create a more accurate data management system. It has helped us turn paper processes into simple click actions and has helped us to create a more user friendly self service environment for external end users.
Ease to open communication channels
What do you like best about the product?
Easy to activate omni channel and build chat bot.
What do you dislike about the product?
Knowledge article upvotes and downvotes feature is needed to be enhanced
What problems is the product solving and how is that benefiting you?
We have moved manu int. Business process using outlook email address to SF using email to case.
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