Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Most effective Crm for enterprise
What do you like best about the product?
I can choose all the contact center tools in one platform and gives 360 view on my agent's activity
What do you dislike about the product?
Email solutions is still not the best for all the use cases. Missing external connections from the core platform.
What problems is the product solving and how is that benefiting you?
Customers support
User friendly and super helpful.
What do you like best about the product?
Really streamlines the process and keeps the user in one system.
What do you dislike about the product?
It's expensive to get additional training set up and takes awhile to learn the ropes.
What problems is the product solving and how is that benefiting you?
Helping the warranty team process claims and get claims approved faster
All the tools you need
What do you like best about the product?
Service cloud puts all the necessary tools in your agents hands
What do you dislike about the product?
There is nothing to dislike about service cloud.
What problems is the product solving and how is that benefiting you?
Allows all of our information to be stored in a central place and accessed easily
Service cloud works.
What do you like best about the product?
Service cloud within the Salesforce platform has been helpful for the company successfully completing projects where we were falling short.
What do you dislike about the product?
There is nothing I have negative to say about service cloud.
What problems is the product solving and how is that benefiting you?
Our contact center has been able to find, call, and resolve leads faster.
Service Cloud
What do you like best about the product?
Salesforce Service Cloud has been helpful for me in terms of case managment. It allows us to track iur customer interactions and easily communicate with our customers. The platform makes it easy to track every interaction, whether it’s a phone call, email, or chat. This level of visibility ensures that we can follow up with our customers effectively and provide a more personalized experience for each customer. The automation features also allows us to reduce agent handle time as well
What do you dislike about the product?
I have enjoyed everything about Salesforce Service Cloud this far
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key challenges for me, primarily around managing customer inquiries and ensuring timely follow-ups. All our interactions are tracked and available to the people who need them. Automation allows us to never miss important follow ups by notifying our agents of important events.
Service Cloud Enables Support Agents
What do you like best about the product?
Service cloud is absolute must have for any organization that has a requirement for supporting their customers (and everyone does). The out of the box features paired with low and no code options for customizations truly enables you to meet your business needs.
What do you dislike about the product?
My only complaint would be the challenges with tech maintenance - ie - API version updates with Salesforce major releases. However, Salesforce does a great job with visibility of tech debt now with scale centre, so looking forward to seeing how this improves the experience.
What problems is the product solving and how is that benefiting you?
Visibility of customer assets in holding (customer 360), Omni routing eases challenges with case assignment.
Best follow up tools on cases
What do you like best about the product?
It allows seemless communication and transition between group of users and functions until the case is close
What do you dislike about the product?
Warming up to it did take time for field tech due to the learning curve for non technical users
What problems is the product solving and how is that benefiting you?
Standardizing the process was the key for us through service clouds on satisfying customers based on open cases. It allowed us to improve the quality gradually based on the data points that we utilized to build KPIs on how we can improve our process on covering complaints
Service Cloud is a Vibe
What do you like best about the product?
Case management to address issues. And service console.
What do you dislike about the product?
Lack of advanced analytics needs more Einstein.
What problems is the product solving and how is that benefiting you?
Allowing support operations to manage multiple calls & cases without closing windows.
Service Cloud makes it easy to help our customers
What do you like best about the product?
So ma y ways to customize it. You can have it do anything you want
What do you dislike about the product?
There are too many bells and whistles we don't need
What problems is the product solving and how is that benefiting you?
Customer engagement and speed of service
Service Cloud simplifies customer service processes.
What do you like best about the product?
Service Cloud offers numerous opportunities to automate processes, simplifying issue resolution for service agents.
What do you dislike about the product?
I dislike email-to-case. It's difficult to track and troubleshoot when there are issues with it.
What problems is the product solving and how is that benefiting you?
It is providing a way to track issues, where they are at, and what needs to be done on them.
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