Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Sales cloud
What do you like best about the product?
Opportunities makes it easy to track and report
What do you dislike about the product?
Not hung, I use both sales and service cloud
What problems is the product solving and how is that benefiting you?
Case management for accounts and complete view of cuatomer
Very helpful for service
What do you like best about the product?
Keeping agents organized when replying to cases
What do you dislike about the product?
Difficult to implement, took a long time to set up
What problems is the product solving and how is that benefiting you?
Tracking different cases across business lines
Service cloud feedback
What do you like best about the product?
Flexible for wide range of use cases if your business got multiple line of businesses
What do you dislike about the product?
Rugged look and need for heavy L&D; agent experience needs improvement as UI is not intutive
What problems is the product solving and how is that benefiting you?
A contact management platform with functionalities like dashboard, routing and agent Interface to resolve customer concerns
Service cloud
What do you like best about the product?
A comprehensive case management solution with an omnichannel setup designed to handle cases from various sources such as chat, social media, email, and voice. This helps optimize the utilization of service agents.
What do you dislike about the product?
Most of the functionality supports the business, but managing the entitlement process is challenging.
What problems is the product solving and how is that benefiting you?
Service cloud is solving the issue with B2C consumer electronics support centre.
Service cloud works for small or big businesses
What do you like best about the product?
Innovations that Salesforce is adding to the platform
What do you dislike about the product?
Sometimes the licensing can be little expensive
What problems is the product solving and how is that benefiting you?
Giving the ability to reps to solve cases faster and to deflect cases
The ideal case management software
What do you like best about the product?
All of our users are salesforce power users, and therefore, but I like best about service cloud is that I can use data that exists in our Salesforce platform to help resolve. Any questions case submitters may have. I particularly appreciate the fact that I can create custom case, assignment rules, and route, choose the relevant agents who are best suited to handle requests. Additionally, I think what I like. Best about service cloud is that Salesforce is creating so many new technologies, such as agent force that will help me leverage all of the support functionality Salesforce is known for using AI , thus reducing the amount of time spent on requests.
What do you dislike about the product?
I think sometimes I would like to call outside databases for information that is relevant to support request from our agents, but it's a bit complex to integrate the other platforms into service cloud.
What problems is the product solving and how is that benefiting you?
Service cloud is solving our need to support internal agents with support requests regarding salesforce. Additionally, service cloud allows us to gather feedback from our sales agents who leverage Salesforce and we use that feedback to implement new solutions that accelerate their workflow.
Collect your receivables faster!
What do you like best about the product?
Salesforce Sales Cloud has allowed us to optimaze our collecting process for more than 10, 000 customer en Central America. Through Salesforce Services Cloud we provide tracking to our receivables from one single place.
What do you dislike about the product?
Nothing to dislike! Its has been amazing!
What problems is the product solving and how is that benefiting you?
We collect faster our receivables and also we have release a new contact center centralized in one country.
How Salesforce Service Cloud Enhanced Our Customer Care Center
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our call center operations. It has significantly improved our ability to organize and access customer data, allowing us to provide faster and more efficient support across all communication channels. The seamless integration of various touchpoints means that whether a customer reaches out via phone, email, or chat, we have their complete history at our fingertips, enhancing our responsiveness and service quality.
One of the standout features for us has been the ability to store and manage our knowledge base articles directly within Service Cloud. This central repository not only makes it easier for our agents to access relevant information quickly but also serves as a solid foundation for developing our chatbot. As we begin to explore chatbot functionalities, having our knowledge base readily available in Salesforce will undoubtedly streamline the process and improve the accuracy of automated responses.
One of the standout features for us has been the ability to store and manage our knowledge base articles directly within Service Cloud. This central repository not only makes it easier for our agents to access relevant information quickly but also serves as a solid foundation for developing our chatbot. As we begin to explore chatbot functionalities, having our knowledge base readily available in Salesforce will undoubtedly streamline the process and improve the accuracy of automated responses.
What do you dislike about the product?
One area where Salesforce Service Cloud falls short for us is its cost structure. Although the platform offers a wide range of powerful features, accessing many of them often requires additional fees. Each time we need a new capability or customization, the answer is frequently "yes," but it's typically accompanied by a significant cost. This pricing model can make the product less effective for our needs, as the added expenses can limit our ability to fully leverage its potential.
What problems is the product solving and how is that benefiting you?
It is a centralized place to stoew customer data and cases.
Service console and chatbot
What do you like best about the product?
It is the service console and the Einstein bot
What do you dislike about the product?
Entitlements and contracts are confusing
What problems is the product solving and how is that benefiting you?
Used to address end user support tickets
Service cloud for the win
What do you like best about the product?
AI Agent force features are great; it really helped improve response timing
What do you dislike about the product?
Please update the UI, not only on service cloud, but the whole Salesforce stack, but starting with Service Cloud will be very beneficial.
What problems is the product solving and how is that benefiting you?
Using our agents as a sales guys as well not only for support
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