Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Great Program
What do you like best about the product?
Salesforce is great to track incoming and outgoing calls with case notes to see what the issue is about on an account.
What do you dislike about the product?
It does not give you notifications when a case is in older status.
What problems is the product solving and how is that benefiting you?
Opening case notes then closing them. Easier to track with reports.
All-in-One platform for Project services
What do you like best about the product?
SF cloud service can interact across all the major email providers, social media apps and the best part of it is that this has its own chatter which can be used to interact within the organization, people can be followed for recommendations, quick help etc. I can create case specific to any account/ customer within Salesforce and keep on adding notes or updates to cases. I especially use notes to notify the support team working and letting them know the basic steps of troubleshooting which is performed so that they know where to shift focus. The person who sees the case later will also see my notes on my interaction with the customers or other parties involved. Supports features like notifications, alerts, emails opt-in and other user shouts.
What do you dislike about the product?
It's very difficult to segregate multiple cases or to get rid of spam cases. Data deletion or inactivation is another hectic job. Approval workflow in the back end gets stopped and support team has to be involved to get it up and running.Some of the approval workflows are killed without any reason. Timecards has minimum setup in the multiples of 0.5 hrs claim only. So if you have worked for a customer for 15 mins, it is really not helpful to charge them for 30 mins. Sometimes customer gets annoyed and you get lot of questions to support your timecards.
What problems is the product solving and how is that benefiting you?
We are managing multiple domains and have integrated lot of other tools with SF. It is benefiting in terms of costing, licensing etc. We also have multiple email accounts that customers can find and send emails to as well as multiple social media accounts. Kimble integration is also done to provide Project management solutions. Professional services from pre-sales to architechture to implementation can be managed. Its like a "Inception-to-Closure" solution.
Recommendations to others considering the product:
Integrate all other social media, Mobile apps etc to follow day to day activities, Can be used as user shout for quick help.
Quick development and quick to market
What do you like best about the product?
Very Little customization most function done out of box
What do you dislike about the product?
Integration with app exchange products a pain
What problems is the product solving and how is that benefiting you?
Manage case load that come into customer service reps
Recommendations to others considering the product:
Ease of development
Organized partner database
What do you like best about the product?
We can keep all our pertinent info for each partner in one place. The reports are also very useful
What do you dislike about the product?
There are certain reports that we need but do not have access to
What problems is the product solving and how is that benefiting you?
We can quickly access all of the information we need for any partner. This saves a lot of time when we need to schedule programming.
Salesforce is a very useful tool
What do you like best about the product?
I like all the customization you can do with Salesforce. You are able to make it fit what you need instead of adjust your business to how a program works.
What do you dislike about the product?
The main issue I run in to isn't necessarily Salesforce's fault but when I do want a change to happen it takes quite a while for it to show.
What problems is the product solving and how is that benefiting you?
Keeping our accounts organized so we can track the contacts that have been made has been a huge benefit
Salesforce Review
What do you like best about the product?
The CRM management process between custome objects and out of the box objects is very intuitive. I like that I can customize my needs to the product rather than the other way around.
What do you dislike about the product?
I am not a fan of the complexity around the need for development work that can be easily managed by a admin.
What problems is the product solving and how is that benefiting you?
Customer Service Management
Salesforce review
What do you like best about the product?
The salesforce software is completely straightforward and easy to manipulate. It was easy to learn and is extremely helpful in building customer cases.
What do you dislike about the product?
I dislike how salesforce allows duplicate contacts in the system.
What problems is the product solving and how is that benefiting you?
I use salesforce to run a concierge service at the collegiate level.
Chatter is a great way to connect
What do you like best about the product?
I love that there are several groups and you can stay connected with your teammates since we work remotely.
What do you dislike about the product?
The feed doesn’t keep most recent at the top.
What problems is the product solving and how is that benefiting you?
Our company lists job opportunities and any questions about our job or any system issues get answered through the service.
Recommendations to others considering the product:
This is a great service for companies looking to stay connected with your teams and stay up to date on information regarding current changes.
Great Tool, Highly Customisable and Recommended if you are already a Salesforce Customer
What do you like best about the product?
The highly customisable data capture and workflow factor that comes as 'Standard' on the Salesforce Platform and the visibility that our customers get from the Customer Community, previously we had various bespoke solutions and have migrated to Salesforce Service Cloud successfully.
We now have end - end visibility for internal and external parties alike. From Sales Opportunity to Service Operations, our Sales Team gets to check whats going on with a customer at any particular time before making contact.
We now have end - end visibility for internal and external parties alike. From Sales Opportunity to Service Operations, our Sales Team gets to check whats going on with a customer at any particular time before making contact.
What do you dislike about the product?
The cost, if you are looking for a ticketing system solely for Helpdesk or Service Desk use then this is probably not the right tool. The power and benefit comes in when you are also utilizing the Sales and maybe field service side , so you can get the 'single source of truth' data aspect, all reporting, and data is held in one place.
What problems is the product solving and how is that benefiting you?
Customisable Data Capture and Workflow: We will have 8 separate Companies, all with very different business needs from a Ticketing system all operating under one system , I do not believe we could of achieved this with any other 'packaged' system for the same cost.
Customer Community: From a system perspective we now have 1 place where our Customers (and account managers) can log/view Cases and see all of there information that we know about them in one place
Customer Community: From a system perspective we now have 1 place where our Customers (and account managers) can log/view Cases and see all of there information that we know about them in one place
Recommendations to others considering the product:
If you are considering a move to the Salesforce Platform then this would be a great additional tool to your suite. It does however require some setup / config to meet your business needs.
Very helpful and easy to use
What do you like best about the product?
It has an easier way following up on pending tasks and making calls
What do you dislike about the product?
It is a little bit slow sometimes and takes longer to load.
What problems is the product solving and how is that benefiting you?
We use this for tracking all cases and assigning to appropriate owners
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