Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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CRM Corporate
What do you like best about the product?
I love that I am able to build and export reports with my personal filters.
What do you dislike about the product?
I don't like that when making calls that I have to manual report them to when I use other programs such as RingDNA.f
What problems is the product solving and how is that benefiting you?
I have not really had to address any business problems as of yet.
Very intuitive and easy-to-use CS console for our agents
What do you like best about the product?
Intuitive and easy-to-use interface
Smooth customer service abilities with Live Chat and Social Media Customer Service (helps us to be where the customer is)
Smooth customer service abilities with Live Chat and Social Media Customer Service (helps us to be where the customer is)
What do you dislike about the product?
Incremental development is a task which takes time, especially with multiple environments and multiple testing scenarios.
Affects speed-to-deploy
Einstein AI tool works only when all the data is within Salesforce. That has affected our speed to launch AI capabilities as it does not let us connect to syndicated external data sources using public APIs
Affects speed-to-deploy
Einstein AI tool works only when all the data is within Salesforce. That has affected our speed to launch AI capabilities as it does not let us connect to syndicated external data sources using public APIs
What problems is the product solving and how is that benefiting you?
Allow customers to start an incident online and have an agent work directly with them
Set the foundation for our go fwd technology CRM
Bring in AI capabilities with the Einstein platform
Set the foundation for our go fwd technology CRM
Bring in AI capabilities with the Einstein platform
Recommendations to others considering the product:
Please keep a detailed eye on the use-cases you are trying to solve, what level of data integration will be needed.
Works well
What do you like best about the product?
I like how it allows you to synchronize calendars, contacts, emails and tasks
What do you dislike about the product?
I personally didnt find anything that I dislikes
What problems is the product solving and how is that benefiting you?
N/a
Great for HelpDesk
What do you like best about the product?
The great thing about using Salesforce for HelpDesk is the tickets are created and generated to better help resolve client issues. You assign the account and contact information and create an addressbook of data. You are also tracking problems that your clients have had along with the resolution to close the case
What do you dislike about the product?
One things I don't like is that you are able to create different views of your tickets but the way to create the different views aren't quite intuitive. The canned views are good that the site comes with however I wish that it was easier to make custom views
What problems is the product solving and how is that benefiting you?
We manage a database and what we are doing is allowing customers to create help tickets through a portal or they are able to email the issue to our email address. We need to track KPI's by storing this information and also track what kind of issues our clients are having. These are really great in the long run.
Recommendations to others considering the product:
Great tool for ticket creation and tracking.
Service Cloud Review
What do you like best about the product?
Easy to understand and usable User interface
What do you dislike about the product?
Certain limitations of salesforce like Governor limits
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud is used to run the business of the Service Central team like Manage client information, Service Request handling for Insurance products etc.
SFDC Service Cloud
What do you like best about the product?
Easy to use and is in the cloud making deployments quick and easy
What do you dislike about the product?
When you have heavy integrations to other systems and lots of 3rd party apps it can be challenging to keep up with proper testing of each release
What problems is the product solving and how is that benefiting you?
Enable customers to log in to a community full of knowledge articles and forums along with viewing all case data
Classic Version Much Superior
What do you like best about the product?
I enjoy being able to switch back to the classic version of the website. It's much easier to navigate.
What do you dislike about the product?
I've only used this system for a few months, but I've had no negative experiences.
What problems is the product solving and how is that benefiting you?
Being able to update accounts and upload important contracts.
system works great.
What do you like best about the product?
i like it because it works and talks to our other systems, if a customer calls in it recognizes the number and pulls all his info up on the screen so we can assist him a lot faster then asking a bunch of questions.
What do you dislike about the product?
I really have not discovered anything at this time that I do not like.
What problems is the product solving and how is that benefiting you?
we run a remanufacturing plant, if a customer calls in with a problem we are here to assist them with parts to fix the unit or we send out a replacement.
Recommendations to others considering the product:
this system is great, you can customize this to work for many asspects of a business, we have sales and product support and a cores team along with our failure analisys department that all can work from one ticket in the system. our customers are also on the ticket so they can see the steps of the claims and be informed.
Highly Customizable
What do you like best about the product?
I enjoy the power provided by SFSC. Robust tools, very customizable back end, lots of built in useful features like file hosting, case management, and complex object mapping.
What do you dislike about the product?
It can often feel like the robust nature of Salesforce comes at the cost of a sleek interface and agile navigation. Sluggishness is apparent.
What problems is the product solving and how is that benefiting you?
Cross team collaboration with queue views and large team user groups
Recommendations to others considering the product:
Pricey and little support. Very self serve and reliant on Salesforce ‘gurus’ for advanced use
Great experience with Salesforce Service cloud
What do you like best about the product?
Best important part I liked was a new Lightning experience. Although its evolving yet, but its very good in terms of long-term.
Offline mobile feature is awesome for Sales Reps
Offline mobile feature is awesome for Sales Reps
What do you dislike about the product?
1) Some of the features on Idea exchange should be implemented quickly.
2) Lightning experience sometimes hangs the screen, better error handling.
2) Lightning experience sometimes hangs the screen, better error handling.
What problems is the product solving and how is that benefiting you?
1) Case management
2) Service Cloud console
2) Service Cloud console
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