Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Functionality and Usability, but Costs and Licensing could be better.
What do you like best about the product?
Built for purpose, easy to use, robust and scaleable
What do you dislike about the product?
Cost is a consideration and additional licenses for key features is also a deterrent.
What problems is the product solving and how is that benefiting you?
Service engine for customer facing issues
Easy to Use and Configure, but Date Integration Can Be Tricky
What do you like best about the product?
Ease of use and ease to congifure dddddd
What do you dislike about the product?
Can be difficult to integrate date qqqqq
What problems is the product solving and how is that benefiting you?
Track customer issues
User-Friendly and Customer-Focused, but Limited by Licensing
What do you like best about the product?
I like the ease of use and end to end flow where customer is in the focus
What do you dislike about the product?
Available only with a certain kind of license
What problems is the product solving and how is that benefiting you?
The amount of cases and the difficulty in reviewing and responding within the given SLA
Salesforce service cloud
What do you like best about the product?
Salesforce Service Cloud provides exceptional omnichannel customer support, allowing seamless case management across email, phone, chat, and social media from a unified platform. The centralized data and reporting make it easy to track service metrics and deliver personalized support. Automation features, like AI-driven case assignment and knowledge base integration, significantly boost agent productivity and improve response times, ultimately enhancing customer satisfaction
What do you dislike about the product?
While powerful, Salesforce Service Cloud can have a steep learning curve, requiring significant training and change management for new users. Customization and integrations can be complex and sometimes require additional consultant resources. Additionally, the cost can increase quickly with premium features and user licenses, and there may be occasional limits to mobile app functionality and data storage.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several business challenges by streamlining help desk operations and providing a 360-degree view of customer interactions, which leads to faster case resolution and improved customer satisfaction. By centralizing support requests across channels like email, chat, phone, and social media, it ensures nothing is missed and helps agents respond quickly and consistently. Automation and AI-powered tools reduce manual workload, enabling agents to focus on complex issues while common cases are handled efficiently, resulting in lower response times and better customer experiences.
Powerful and Flexible, but Complex Setup and Steep Learning Curve
What do you like best about the product?
What I like most about Salesforce Service Cloud is its flexibility and scalability. It centralizes all customer interactions in one place, allowing for a 360-degree view of each client. The automation tools, such as Flows and Case Management, make service operations more efficient and reduce manual work. Additionally, its reporting and dashboard capabilities provide real-time visibility into KPIs and team performance, which is invaluable for decision-making.
What do you dislike about the product?
While Salesforce Service Cloud is extremely powerful, its initial setup and customization can be complex and time-consuming, especially for organizations without dedicated Salesforce expertise. Some configurations require advanced knowledge of the platform, and the licensing costs can become significant as usage scales. The user interface, though improving, can feel overwhelming for new users due to the number of features available.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline case management and customer service operations by centralizing all customer inquiries, interactions, and case histories in one platform. It has significantly improved response times and accountability across teams by automating workflows and routing cases to the right departments. The integration with other Salesforce clouds allows for a complete view of the customer journey, which enhances decision-making and improves customer satisfaction. Overall, it has helped reduce manual tasks, improve reporting accuracy, and increase team productivity.
Powerful Features but Slow Performance in Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud stands out for several powerful and integrated capabilities.
What do you dislike about the product?
Services cloud can be slow and have some limitations
What problems is the product solving and how is that benefiting you?
Connect withe platform and ease of use
Great for Cases, but Not a Fan of Salesforce Chatter
What do you like best about the product?
Love cases, queues tasks and flexibility
What do you dislike about the product?
Salesforce chatter is difficult and clunky
What problems is the product solving and how is that benefiting you?
Users submit Questions or small ticket requests
Reliable Service for Case Management
What do you like best about the product?
I appreciate that Salesforce Service Cloud has been working out very well for case management at DTCC, providing seamless integration with our portal and training center. The implementation of Einstein and continued progress with agent force capabilities is promising. I find the process very easy to use, and the case management feature is crucial for our operations. Additionally, exploring and potentially using Salesforce native search capabilities excites me for future optimization.
What do you dislike about the product?
Nothing at this time
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud works well for case management, and the integration with our portal is effective. We are exploring its search capabilities further.
Great Omnichannel Case Management, but Entitlements Need Improvement
What do you like best about the product?
Possibility of creating cases among obmichannel and manage them
What do you dislike about the product?
Entitlements are not intuitive for begoners
What problems is the product solving and how is that benefiting you?
Omnivhanel like a tool to manage them
Great Case Management Feature
What do you like best about the product?
Case management component to use with the ops teams to get things done and track items pending
What do you dislike about the product?
Not much this is something we are still ltesting
What problems is the product solving and how is that benefiting you?
All the cases we have when it comes to solve oso problems
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