Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Valuable Tool to Coordinate Among Business Partners
What do you like best about the product?
The reporting function allows us to easily monitor status at our business partners.
Can control exactly which fields are visible to ensure InfoSec compliance.
Can control exactly which fields are visible to ensure InfoSec compliance.
What do you dislike about the product?
The login url isn't robust and causes a lot of user confusion. Even worse is after auto-logout, by default portal user is taken to generic login screen that will refuse their password as they aren't logging in at the portal url
What problems is the product solving and how is that benefiting you?
Communication with our manufacturing partners for work (job) orders. By eliminating paper we've ensured the latest edition of instructions reach the person actually performing the work. Salesforce reporting functions allow us to track metrics such as number of jobs open and average time to completion.
Recommendations to others considering the product:
Try to understand if you want to use portal or community.
Great for structuring consumer feedback
What do you like best about the product?
I like that I can define how to segment user inquiries. It’s also very easy to modify the UX of servicing pages for csr reps. Reporting is also very easy.
What do you dislike about the product?
Very complex; lots you can do, but sometimes things that seem easy require custom development (or aren’t possible). Very easy to customize the product to the point that it’s unmanageable, especially if the admin leaves.
What problems is the product solving and how is that benefiting you?
Collecting and reporting on data rather than just volume. This is critical. Ability to track ways in which csr responds is also helpful for auditing. Has made a big impact on SLA management.
Recommendations to others considering the product:
Just know that it requires a lot of support if you want to really leverage it.
Ease of use of Salesforce
What do you like best about the product?
The ease of linking templates with your email, following case types and to easily Search for similar cases.
What do you dislike about the product?
That you can't easily save defaults (email sending from) or the email signature while typing out the email.
What problems is the product solving and how is that benefiting you?
Keeping track of case types, managing contact information.
We have been able to keep all our data in one organized location which made it much easier to run historical reports based on trends we see in our industry
We have been able to keep all our data in one organized location which made it much easier to run historical reports based on trends we see in our industry
Salesforce review- would recommend
What do you like best about the product?
I like that everyone at my firm can track their activity to avoid redundancy, and I like that it syncs to Outreach.io.
What do you dislike about the product?
I dislike how slow it is--annoying process to add info because it takes so long to load.
What problems is the product solving and how is that benefiting you?
As a venture capital analyst, I am able to track which companies I have reached out to already on Salesforce so that I will have "ownership" over those companies and no one else from my firm will reach out - it would look unprofessional for multiple people from my firm to reach out to the same CEO.
Recommendations to others considering the product:
very good to track info
Fully integrated solution
What do you like best about the product?
Provides a 360 degree view of customers. Eliminated the need for multiple pieces of software and streamlined processes.
What do you dislike about the product?
The cost of Service Cloud is prohibitive for small businesses. A few of the best features are an additional fee.
What problems is the product solving and how is that benefiting you?
The implementation process and third party was long and difficult. It has taken more than 6 months to get it fully adopted.
Recommendations to others considering the product:
Use an on site partner for implementation
Great CRM tool
What do you like best about the product?
The customizable options and how easy it is to design systems that integrate with your business.
What do you dislike about the product?
I wish that it was a little easier to learn how to use. You pretty much have to dedicate 5 hours a week for a month to get a good handle on it.
What problems is the product solving and how is that benefiting you?
I've been able to manage leads, send invoices, and now I'm beginning to integrate the tool into our HR department.
My daily bread!
What do you like best about the product?
I love that everything is accessible in this product. It contains all the information about customers and entitlements, customer comments, details etc.
What do you dislike about the product?
I dislike the UI of the site. I wish it was more modern like a flowchart but you have to click a lot. it takes some time to understand it.
What problems is the product solving and how is that benefiting you?
We solve our main problem of managing our customers.
Recommendations to others considering the product:
use it to have all your information at one place.
Salesforce is a Force
What do you like best about the product?
The integration with Zendesk is awesome!
What do you dislike about the product?
I currently have no complaints about the product.
What problems is the product solving and how is that benefiting you?
Quickly grabbing account information and toggling back to Zendesk provides a full picture in a couple of clicks.
Easy to use
What do you like best about the product?
It's very intuitive and customizable for most case or client management needs.
What do you dislike about the product?
It's really meant to be more for client management than an ITSM tool, hence the name salesforce.
What problems is the product solving and how is that benefiting you?
Client Relationship Management for Sales as well as case logging/incident tracking for Technical Support
Alternative use for Salesforce, works great
What do you like best about the product?
Great for employees & startup companies that don't want to track customers but how the company is growing. Track employees and who brought them into the company. Who is helping the company and in what ways.
What do you dislike about the product?
Interface is a bit outdated. It's not that easy to pick up how to configure the software w/o hiring someone.
What problems is the product solving and how is that benefiting you?
It solves the problem of employee tracking(onboard/offboard)
Recommendations to others considering the product:
You don't have to use it for sales. You have options!
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