Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Effortless Usability with Built-In Automation
What do you like best about the product?
I like the prebuilt automation that Salesforce Service Cloud offers, particularly for managing cases. It's great not needing to construct standard objects and fields since they already come with the system. I find it easy to use and flexible, which are key benefits I'd consider if buying again.
What do you dislike about the product?
I feel that the current setup of Agentforce in Salesforce Service Cloud could be improved. It's currently not integrated out-of-the-box, and it requires users to set it up separately, which can be cumbersome. Having this as a built-in feature would streamline the process and improve user experience.
What problems is the product solving and how is that benefiting you?
I find prebuilt automation in Salesforce Service Cloud saves us time by eliminating the need to build standard objects and fields from scratch, streamlining case management.
Great Customer 360 Features, but High Cost and Licensing Issues
What do you like best about the product?
Customer 360 and kb mgmt
Integrations for holistic view
Integrations for holistic view
What do you dislike about the product?
Cost and licensing
Named user instead of community
Named user instead of community
What problems is the product solving and how is that benefiting you?
CSRs and CSMs for our contact center
Great Out-of-the-Box Features, Especially Case Management
What do you like best about the product?
Awesome out of box feature like case management
What do you dislike about the product?
Nothing as such. We love using Salesforce
What problems is the product solving and how is that benefiting you?
Financial services and it’s helping our customers getting fast results
Great Cloud Service Tool, Data Usage Can Be High
What do you like best about the product?
The best cloud service tool to help our customers.
What do you dislike about the product?
Large amount of data we use when creating follow up tasks and events from service calls.
What problems is the product solving and how is that benefiting you?
Allowing better service to our participants for keeping Financials accounts in good standing.
Streamlined Customer Connections with Robust Customization
What do you like best about the product?
I appreciate Salesforce Service Cloud for connecting my team to customers, which streamlines communication and enhances experiences. I find case warming, reporting, and internal communication features particularly useful in our operations. These capabilities are pivotal in our call center operations, enabling a smooth workflow.
What do you dislike about the product?
I found the over-customization challenging because it was not integrated globally across different sections. This caused difficulty during the initial setup. Additionally, I wish for an expanded generalized capacity of the console setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to connect my people with customers, unsilo communication, and streamline experiences, which improves operational efficiency.
Great for Business, but Implementation Needs More Support
What do you like best about the product?
Easy to use. And help a lot with my business
What do you dislike about the product?
Implementation can be hard, I needed more support
What problems is the product solving and how is that benefiting you?
Understand business
Our Team Loves It – Extremely Good Experience
What do you like best about the product?
It’s extreme good. Our team loves it……..
What do you dislike about the product?
We like all the features of service cloud.
What problems is the product solving and how is that benefiting you?
Case management, chat.
Effective Solutions, but Setup and Clicks Are Tedious
What do you like best about the product?
Great solutions and techniques to work with.
What do you dislike about the product?
Too many clicks and security setups is tedious
What problems is the product solving and how is that benefiting you?
Customer enganmement
Great Customer Insights, but Setup Can Be Challenging for Small Teams
What do you like best about the product?
Unified view of our customers across all channels, enabling faster, more personal service at SunExpress.
What do you dislike about the product?
Complex setup and customization can take time before we see full value in daily operations. I have a very small inhouse team so I am very much dependent to managed services.
What problems is the product solving and how is that benefiting you?
It unifies guest interactions, reduces handling time, and boosts satisfaction across all channels(web, mobile, call center)
Great Potential, but Setup Is Challenging
What do you like best about the product?
Lots of potential with the functionality
What do you dislike about the product?
Takes a lot to get set up and be useful.
What problems is the product solving and how is that benefiting you?
Customer service rep and phone call quality monitoring
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