Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Very nice visibility for the all agents
What do you like best about the product?
Its very easy for orquestrator the customer service team
What do you dislike about the product?
Not intégrate with social media . I need a other partner ( Sproud)
What problems is the product solving and how is that benefiting you?
The omnichanel for the different channels
User-Friendly and Versatile, Minor Integration Issues
What do you like best about the product?
The user friendliness and endless ways to make life easier foe our reps
What do you dislike about the product?
Some integration issues but not so serious
What problems is the product solving and how is that benefiting you?
It is bringing all of our customer support touchpoints into one place
Great Tool Access, but Integration with CRM and Data Cloud Is Challenging
What do you like best about the product?
Access to all of the tools and data at hand
What do you dislike about the product?
Requires significant integration with crm and data cloud
What problems is the product solving and how is that benefiting you?
Efficiently supporting incoming requests
Powerful for Productivity, but Expensive and Complex to Customize
What do you like best about the product?
Unify customer interactions (phone, email, chat, social) into a single console.
Resolve issues faster with intelligent case management and automation.
Empower agents with a complete 360-degree view of the customer.
Enable self-service options for customers (knowledge base, portals).
designed to boost agent productivity and deliver exceptional customer experiences at scale.
Resolve issues faster with intelligent case management and automation.
Empower agents with a complete 360-degree view of the customer.
Enable self-service options for customers (knowledge base, portals).
designed to boost agent productivity and deliver exceptional customer experiences at scale.
What do you dislike about the product?
My biggest dislikes regarding Salesforce Service Cloud can be summarized as:
High Cost & Complex Pricing: The licensing is expensive, and costs quickly rise with necessary add-ons and extra features.
Steep Learning Curve/Complexity: The platform is incredibly powerful but can feel overwhelming and non-intuitive, requiring significant training and specialized administrators.
Customization Dependency: Achieving advanced, specific business requirements often necessitates costly development resources (Apex/consultants) rather than simple no-code changes.
High Cost & Complex Pricing: The licensing is expensive, and costs quickly rise with necessary add-ons and extra features.
Steep Learning Curve/Complexity: The platform is incredibly powerful but can feel overwhelming and non-intuitive, requiring significant training and specialized administrators.
Customization Dependency: Achieving advanced, specific business requirements often necessitates costly development resources (Apex/consultants) rather than simple no-code changes.
What problems is the product solving and how is that benefiting you?
t solves the problem of fragmented customer service across multiple channels (phone, email, chat).
The Benefits:
Creates a 360-Degree View of the customer for personalized support.
Boosts Agent Productivity by automating routine tasks (case routing, etc.).
Reduces Costs by providing customer self-service options (Knowledge Base).
Improves Customer Loyalty through faster, more consistent case resolutions.
The Benefits:
Creates a 360-Degree View of the customer for personalized support.
Boosts Agent Productivity by automating routine tasks (case routing, etc.).
Reduces Costs by providing customer self-service options (Knowledge Base).
Improves Customer Loyalty through faster, more consistent case resolutions.
Great Email-Friendly Experience for End Users
What do you like best about the product?
It is email friendly for end users which speedup the process
What do you dislike about the product?
Users can not see the history of email which were sent before
What problems is the product solving and how is that benefiting you?
Is tracks the communication between dealers and processing team
Highly Customizable with Great SLA Tracking, but Feed Functionality Needs Improvement
What do you like best about the product?
Very customizable. Lots of options for tracking SLAs and automating parts of our process.
What do you dislike about the product?
The feed functionality can be limiting. I would love to be able to insert images in line on the feed
What problems is the product solving and how is that benefiting you?
Easily move tickets and cases through the workflow and reassign to teams as needed. Complex case routing is very configurable
Flexible Platform with No Major Drawbacks
What do you like best about the product?
The flexibility and friendliness's of the platform.
What do you dislike about the product?
We could have an option to have three columns, but overall it works well.
What problems is the product solving and how is that benefiting you?
To create tickets and assigning it to collaborators.
Astro dreamforce review
What do you like best about the product?
Configuring products and everything related to them is quite straightforward. The process is easy to follow, making it simple to set up and manage all aspects involved.
What do you dislike about the product?
At times, it requires quite a few clicks just to make simple configurations.
What problems is the product solving and how is that benefiting you?
There are multiple queues available to speed up various levels of service.
Great Industry Features and Integration, but UI Needs Improvement
What do you like best about the product?
Out of the box capabilities tailored for industry and seamless integration woth data 360 and agentforce
What do you dislike about the product?
The user interface would benefit from a more modern and intuitive design.
What problems is the product solving and how is that benefiting you?
This product offers both case management and customer relationship management features.
Great for Uniting Sales and Service Teams
What do you like best about the product?
I appreciate how it (and sales cloud together) brings our sales and service teams together into a shared environment, making it easier to close the gaps between them.
What do you dislike about the product?
Much like with Sales Cloud, I find it frustrating that so many features are restricted unless you purchase extra licenses. This creates challenges, especially when first adopting the product.
What problems is the product solving and how is that benefiting you?
This tool provides our support team with access to both customer and product data, enabling them to make informed decisions when helping our customers. Additionally, it allows us to manage the live chat feature on our website.
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