Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Salesforce
What do you like best about the product?
I used Salesforce for more than 5 years as an end user.
I used it primarily as ticketing tool and then got into Reporting through Salesforce.
Having worked on multiple service management tools,I would rate Salesforce as one of the best tools around simply as it is most user friendly tool.
Also, its integration and security is top notch.
I used it primarily as ticketing tool and then got into Reporting through Salesforce.
Having worked on multiple service management tools,I would rate Salesforce as one of the best tools around simply as it is most user friendly tool.
Also, its integration and security is top notch.
What do you dislike about the product?
It is yet to adapt fully with ITIL framework.
What problems is the product solving and how is that benefiting you?
We have used it a major ticket tool across our process.
We got great responses from clients too as far as transparency to their cases was concerned.
We got great responses from clients too as far as transparency to their cases was concerned.
Recommendations to others considering the product:
Make it compatible with ITIL framework
We manage use it on 3 departments
What do you like best about the product?
By following a simple sequence of steps, we were able to automate business processes that has given our company several hours of efficiency. It splits the services process into different sectors, known as channels, making it visually easy to check. Besides, it allows integration with several 3rd party solutions when working on big projects.
What do you dislike about the product?
Although I like the UI, I consider the dashboard has few chart type options, at least when working on bigger projects. I have encountered an issue on the Resolution field and is that Salesforce does not always auto populate. I still can’t find an explanation for this.
What problems is the product solving and how is that benefiting you?
On the IT department, we set up Salesforce Service Cloud for managing the departments of customer service, marketing and sales. It’s especially useful for inquiries from our clients and suppliers, for automating business processes and other sorts of tracking actions.
Recommendations to others considering the product:
For companies and/or professionals wanting to establish data object structure for costumers. If your company owns multiple clients and is in need of multiple resources, Salesforce Service Cloud is especially suited for managing complex situations, providing reports clear enough to review the data.
A useful tool for delivering customer support
What do you like best about the product?
One of the most useful features of Service Cloud is the ability to multitask within the UI. Users can open cases, search for Knowledge and historical case records, and reply to customers with ease.
What do you dislike about the product?
Service Cloud can sometimes run slowly, which not only affects productivity, but can lead to customer dissatisfaction when the disruption affects users' ability to work on their cases.
What problems is the product solving and how is that benefiting you?
Service Cloud is our company's internal case management system for customer support. We manage cases, knowledge, and accounts in the program.
Service Cloud for your Service Needs
What do you like best about the product?
Great product that integrates directly with Sales Force.
Perfect to keeping all your ducks (tickets associated with orgs and/or users) in one repository.
Can then do more dynamic analytical research/decision making
Perfect to keeping all your ducks (tickets associated with orgs and/or users) in one repository.
Can then do more dynamic analytical research/decision making
What do you dislike about the product?
Its been a while since I used but it was new so it took time to get used to.
What problems is the product solving and how is that benefiting you?
The ability to integrate with other platforms & connect to the CRM we were using (Sales Force)
Recommendations to others considering the product:
Its a great tool provided by Sales Force - if you already have Sales Force as a CRM & are looking to use it connected user info its a no brainier of a solution. I highly recommend it.
Usability for anyone
What do you like best about the product?
Easy to great end customer apps and obtain clean data
What do you dislike about the product?
Can be difficult to integrate back systems without mulesoft
What problems is the product solving and how is that benefiting you?
Assisting our customers with a portal
Recommendations to others considering the product:
Yes recomend
Makes work easy
What do you like best about the product?
I like that anyone can use it. It's easy to follow easy to use. It makes my job easier in the way it transfers their info instead of manually doing it.
What do you dislike about the product?
It can be sort of expensive but if the company is large enough it proves to be very beneficial
What problems is the product solving and how is that benefiting you?
It organizes the people better and makes finding them more efficient
Functions to expand your sales
What do you like best about the product?
Chat and calls are two elements that are part of the Salesforce Service Cloud and we usually use it. Contact with the customer is paramount and having an application that helps you manage communication with the customer ensures that this contact is more appropriate for both the seller and the customer.
Two other elements that improve communication and are integrated into this software are the integration with Outlook, which allows you to send and receive emails and campaigns more easily and on the other hand, mobile messaging, which allows you to be connected to the clients at any time.
It also has several tools and functionalities that allow you to better manage sales within your company. These tools and extra functionality allow us to know what aspects you should try to improve so that communication with the customer is better and at the same time that sales can also increase.
Two other elements that improve communication and are integrated into this software are the integration with Outlook, which allows you to send and receive emails and campaigns more easily and on the other hand, mobile messaging, which allows you to be connected to the clients at any time.
It also has several tools and functionalities that allow you to better manage sales within your company. These tools and extra functionality allow us to know what aspects you should try to improve so that communication with the customer is better and at the same time that sales can also increase.
What do you dislike about the product?
It is possible that with the passage of time you end up needing more and more applications and integrations. Every new application you need has to pay for it, so when you want to expand your sales system by adding new applications to your company, it will increase the cost.
The learning of the operation of the application, the integrations and the management of communication through elements such as LiveChat is something that requires certain knowledge. You need a period to be able to use all the sales and communication tools that the system has.
The learning of the operation of the application, the integrations and the management of communication through elements such as LiveChat is something that requires certain knowledge. You need a period to be able to use all the sales and communication tools that the system has.
What problems is the product solving and how is that benefiting you?
Our sales system needed a change, an adaptation that allowed us to improve the profitability of our products.
Salesforce Service Cloud has helped our company have a better organization of the client list and the data we have from them.
The communication that we establish with our clients is also much more direct, since the available Livechat allows us to resolve any doubt or problem in much less time and at the same time allows us to inform our clients of our new products, promotions and changes that we have made.
The tools available in the application have also helped us to better understand the tastes and needs of our customers, which allows us to adapt our products to their interests.
Salesforce Service Cloud has helped our company have a better organization of the client list and the data we have from them.
The communication that we establish with our clients is also much more direct, since the available Livechat allows us to resolve any doubt or problem in much less time and at the same time allows us to inform our clients of our new products, promotions and changes that we have made.
The tools available in the application have also helped us to better understand the tastes and needs of our customers, which allows us to adapt our products to their interests.
Recommendations to others considering the product:
The sales system in a company is an element that must be taken care of, since a large part of the business profits depend on sales. Salesforce Service Cloud helps to have better organized data to communicate faster and more directly with your customers and to obtain more means to show and sell your products.
It was a highly scalable platform
What do you like best about the product?
The myriad of applications available at App Exchange that makes the system robust and adaptable to complex business use cases
What do you dislike about the product?
The Classic interface looks old - Lightning is better!
What problems is the product solving and how is that benefiting you?
Case Re-routing to the right agent, SLA Tracking with Entitlements and Milestones, Live Chat functionality
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Huge business benefits for clients like seamless customer service, Knowledge management for self-service to reduce overhead on agents
Recommendations to others considering the product:
Look at the documentation first and understand the limitations/restrictions of the portal before implementation. Certified Service Cloud consultants are recommended to oversee the initial phases to identify gaps and suggest potential workarounds if business use cases become complex and platform customization is needed
Great SAAS based system
What do you like best about the product?
Everything in one place for support issues.
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
-Can log time
-Can attach files
-Can attach emails
-Can make public and private comments
-Customers can leave comments
-Alerts when a comment has been left
What do you dislike about the product?
Not much to dislike, can seem like an expensive solution,
What problems is the product solving and how is that benefiting you?
Support issues for our various software.
Recommendations to others considering the product:
Worth spending the time to develop
Great Support management tool
What do you like best about the product?
I like that it integrates with our in-app intercom chat, as well as emails, all into one spot on service cloud. It is also convenient to see all past communication, as well as have information about invoicing on hand. It is super easy to assign (drag and drop) and reassign.
What do you dislike about the product?
It's hard for our team to be on top of old cases that become new again. If a customer responds to an email that was closed out a while ago, only the person on the case gets notified.
What problems is the product solving and how is that benefiting you?
One place for all our support tickets.
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