Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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6,861 reviews
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Master of Knowledge Articles and Case Management
What do you like best about the product?
We use the service cloud very widely and one of the Top 10 consumers of the knowledge articles storage by the number of articles and the versions and language we use. We expose these articles in our company website for self service and case deflection which is helping a great extent and Service cloud is the single tool that we use for case management for all our products and it proved to be very effective and working great in conjunction with the service console that is helping our tech support reps life easier. Additionally we use service cloud to store our customer entitlements that used to get generated in an external system and integrated to service cloud but we are in process of generating them using the Salesforce Revenue cloud Assets.
What do you dislike about the product?
The console performance can be further improved and the retrieval of knowledge articles using API can be improved.
What problems is the product solving and how is that benefiting you?
Customer case management and single source of truth for knowledge articles
Agentforce looks promising
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to streamline customer support with automation, making it easy to manage cases and deliver personalized service at scale.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is that its complexity can lead to a steep learning curve for new users, especially when setting up advanced features.
What problems is the product solving and how is that benefiting you?
Na
Ms
What do you like best about the product?
Omni chanal and Service Cloud helps with automating routine tasks, providing customer insights, and even recommending next best actions for agents.
What do you dislike about the product?
Complexity and learning curve , cost , not easy to customise
What problems is the product solving and how is that benefiting you?
Customization Overhead: While it offers deep customization, setting up and managing these custom workflows can become resource-intensive, requiring dedicated admins or developers to maintain the system.
Transforming our business
What do you like best about the product?
Service cloud is transforming our business with digital engagement and case management we are finding innovative ways to provide first class customer service to our clients
What do you dislike about the product?
It is very expensive when you have to buy the base product and then add one like Digital Engagement
What problems is the product solving and how is that benefiting you?
WhatsApp and SMS integration with Salesforce
Service clouds is great!
What do you like best about the product?
Omni channel routing allows our call center agents to quickly assist our customers
What do you dislike about the product?
We need more robust ways to create SLAs time clocks
What problems is the product solving and how is that benefiting you?
Customer center support and a full customer 360 view with Sales and Marketing cloud
Great platform that’s ever evolving for customer experience
What do you like best about the product?
Ability to customise it to business process
Great multi channel features for service agents to interact with customers
Ability to do more deflection with knowledge
Now also use of AI agents to help customers fast plus the ai features that increase productivity
Great multi channel features for service agents to interact with customers
Ability to do more deflection with knowledge
Now also use of AI agents to help customers fast plus the ai features that increase productivity
What do you dislike about the product?
It does need a good partner to set it up well and make use of all the features.
You can accidentally over customise it to your needs and need to guard against it
You can accidentally over customise it to your needs and need to guard against it
What problems is the product solving and how is that benefiting you?
Multi channel messaging
Case deflection with knowledge
AI to also deflect and keep humans on high value
Full view of the customer data and previous cases
Case deflection with knowledge
AI to also deflect and keep humans on high value
Full view of the customer data and previous cases
Good experience with service cloud
What do you like best about the product?
Case management
Agent experience
Automated case assignment
Agent experience
Automated case assignment
What do you dislike about the product?
User interface and experience
Reporting
Reporting
What problems is the product solving and how is that benefiting you?
Case management
Best CRM
What do you like best about the product?
The way you can customize to your specific needs
What do you dislike about the product?
The cost, but worth it. Try to engage your users to get the most from it!
What problems is the product solving and how is that benefiting you?
Follow up with prospects and clients
All my servicing needs
What do you like best about the product?
I really like how chatbot and knowledge have evolved.
What do you dislike about the product?
I don't have any specific dislikes of the SFSC feature.
What problems is the product solving and how is that benefiting you?
It handles all of our servicing needs.
Connecting Cuatomers and Experience
What do you like best about the product?
I like so much the way tahat can connect the customer experience
What do you dislike about the product?
I don't have things that don't like me. So you are great
What problems is the product solving and how is that benefiting you?
Customer experience
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