Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Greatly Improved Since it was Known as "Desk"
What do you like best about the product?
The ability to add internal facing comments and the color scheme - easy of navigation over recent tickets
What do you dislike about the product?
It used to be that Desk was a bit unintuitive however since I last reviewed it Salesforce has released the Lightning Experience which greatly improves the overall usability of the software. The main screen for interacting with tickets is now split into two main panes with recently viewed tickets appearing on the left and currently active tickets in the main pane - this makes looking for tickets you likely care about much easier since they're always hanging around on the left.
Search is quite a bit improved over Desk, it's now easy to search for specific contacts, specific 'projects', and any number of other parameters.
The interface now also features tabbed browsing - no longer do you need a new browser tab or window to hold each case, they now appear in tabs within the salesforce interface itself which greatly enhances organization and clutter on my desktop taskbar.
My only dislike of the software is how replies behave from people who are CC'd on the original mails that spawn a ticket. Previously in desk if Person 1 mails the desk address and puts Person 2 in CC, if person 2 were to reply all on the ticket creation mail then that email would be appended to the ticketed. With the new Lightning Experience this same scenario would now result in person 2 creating an entirely new ticket instead of appending to the existing one, this causes duplicates to be created many times and is very annoying to have to manage.
Search is quite a bit improved over Desk, it's now easy to search for specific contacts, specific 'projects', and any number of other parameters.
The interface now also features tabbed browsing - no longer do you need a new browser tab or window to hold each case, they now appear in tabs within the salesforce interface itself which greatly enhances organization and clutter on my desktop taskbar.
My only dislike of the software is how replies behave from people who are CC'd on the original mails that spawn a ticket. Previously in desk if Person 1 mails the desk address and puts Person 2 in CC, if person 2 were to reply all on the ticket creation mail then that email would be appended to the ticketed. With the new Lightning Experience this same scenario would now result in person 2 creating an entirely new ticket instead of appending to the existing one, this causes duplicates to be created many times and is very annoying to have to manage.
What problems is the product solving and how is that benefiting you?
We use Salesforce to respond to client help desk tickets - it does offer a central location to see all requests and customer history.
Strong and secure Cloud-based Analytics Program
What do you like best about the product?
You can explore data anywhere, from any source, internal or external, get contextual answers and recommendations, and access to integrated solutions.
What do you dislike about the product?
The packages are very limited, as to the range of what they offer. There's only a free trial, user, and plus package. The monthly cost per user is very pricey and, at that point, you might want to pay for it as a company. From that of which I do not know the price, but I'm sure it will be a much better deal.
What problems is the product solving and how is that benefiting you?
Benefits are that it's great for mobile data visualization and it analyses millions of data combinations so you can understand what happened and why. It also gives a prediction of what will happen in the future, and makes it easier for the sales and service teams to get answers quickly, which we can relay to the client.
Recommendations to others considering the product:
This is a great tool that every company should use, and not only does it reveal relevant trends, it lets you know what happened and why, and allows you to make decisions based on data. It blends seamlessly into your software infrastructure, especially if you're using Salesforce which it integrates immediately. There's no complex setup and training is set up right away so you're processing the data the right way.
I find the system accommodating and flexible.
What do you like best about the product?
I like that you can customize so many different aspects.
What do you dislike about the product?
Sometimes the system isn't as intuitive and other databases.
What problems is the product solving and how is that benefiting you?
The depth of the customization you can accomplish.
Salesforce Analytics
What do you like best about the product?
I like that I have the ability to create charts and graphs using the data from my files. It is so helpful to have a visual of the data from all of the accounts and opportunities we create.
What do you dislike about the product?
I had a hard time learning how to navigate Salesforce. Sometimes It can be hard to find where to go to view the specific reports and the account information that was created. But once it was explained to me it has been pretty easy to read the reports.
What problems is the product solving and how is that benefiting you?
It has helped us realize where we should focus more of our time with our customers and what will help us retain more clients. The data is very helpful.
Salesforce Review
What do you like best about the product?
I like Salesforce Service Analytics because it provides daily, weekly, or monthly analytics regarding how many prospects we are reaching out to.
I also like the CRM portion. All of the data is kept in one format. This helps streamline our analytics for our multiple clients.
I also like the CRM portion. All of the data is kept in one format. This helps streamline our analytics for our multiple clients.
What do you dislike about the product?
Salesforce seems too expensive. Yes, it's a great product, but it is so much money for smaller businesses such as ours. The site is not completely intuitive and may not be user-friendly for everyone.
What problems is the product solving and how is that benefiting you?
We are able to automate analytics and keep track of customers in CRM. I also like to look at historical data
Recommendations to others considering the product:
Work with your salesforce sales rep. They are extremely helpful and can make the hardest tasks seem easy
It works for what we need
What do you like best about the product?
the ability to identify product issues, customer issues, and churn risks
What do you dislike about the product?
I would like to be able to research more quickly
What problems is the product solving and how is that benefiting you?
The ability to see all the data easily, and it is customizable.
Recommendations to others considering the product:
I think it is a good product overall.
Has been best for our team bar none.
What do you like best about the product?
Ease of use. It allows me to quickly follow up without freezing up.
What do you dislike about the product?
Implementation headaches in the beginning.
What problems is the product solving and how is that benefiting you?
Allowing us to follow up at the right time.
Sales force
What do you like best about the product?
data can help drive the results I am looking for. clear and easy to work/read. IT helps to create great dashboards with the right information. Better than the old Wave
having cloud data and storage is a must now and helps with instant access
having cloud data and storage is a must now and helps with instant access
What do you dislike about the product?
sandbox seems to be down a lot. i dislike the fact I cant seem to keep all the tabs around when I am refreshing and I felt like I learned a lot on my own
phone app - never works right and that hurts accessibility
phone app - never works right and that hurts accessibility
What problems is the product solving and how is that benefiting you?
optimization, better presentations
resources with big data
transform numbers to images that convey a better message - customer service/enhancement
** I have to be careful with the images I am sending in screen shot.
resources with big data
transform numbers to images that convey a better message - customer service/enhancement
** I have to be careful with the images I am sending in screen shot.
Great Product to open up many possibilities
What do you like best about the product?
The flexibility of the product is really what stands out for me. This software allows me to manipulate and normalize my data to get something useless out of it. Allows for very targeted marketing and gives the ability to track customers through different platforms.
What do you dislike about the product?
This product is great and it's hard to pick any real obvious negatives or downsides. The only thing that that I can think of is the complexity of SaleForce maybe daunting for some and may keep some people away because of the complexity of getting it setup correctly and working effectively.
What problems is the product solving and how is that benefiting you?
Tracking customers through different platforms and targeted marketing for more effective and efficient marketing and advertising.
Easy and Clear.
What do you like best about the product?
I like Salesforce because it is super synced with my outlook. Everything I do in my email will show up in my salesforce.
What do you dislike about the product?
I dislike that I cannot see the time when I log calls. I can see times for emails that I send or receive but I wish i was able to see when I logged a phone call.
What problems is the product solving and how is that benefiting you?
I am solving problems within the pest industry and the hospitality industry. Problems such as bed bugs, mattress spoilage, etc.
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