Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Great Integration and Flexibility
What do you like best about the product?
What really stands out is the extensive integration capabilities, along with the adaptability and flexibility to connect with external exchange platforms outside of the app.
What do you dislike about the product?
You have to buy each feature individually.
What problems is the product solving and how is that benefiting you?
It makes the life of our customer support reps easier with the user friendly UX and seem less connection with sales cloud
Great for Team Collaboration, but SLAs and Milestones Need Improvement
What do you like best about the product?
Flexible great for collaboration between teams
What do you dislike about the product?
Sla and milestones are not so natural to get
What problems is the product solving and how is that benefiting you?
Escalading tickets to multiple levels of the support chain
Great Features, but Sometimes Hard to Find What I Need
What do you like best about the product?
There is already so much available that, at times, I find no customization is necessary.
What do you dislike about the product?
At times, it can be challenging to locate the specific feature I’m looking for or to figure out whether customization is necessary, simply because the system is so extensive.
What problems is the product solving and how is that benefiting you?
Case automations make sure that issues are being routed to the right people. An external experience site using LWCs allows us to maintain branding and appearance. Custom objects take care of anything that isn't included. The nearly infinite customization options let us follow whatever logic and process is needed.
Great for Centralizing Customer Info, but Setup Discount Needed
What do you like best about the product?
Helps us keep all information about our customers in one place
What do you dislike about the product?
It can be difficult to set up and implement
What problems is the product solving and how is that benefiting you?
Our current process is in multiple tools and this streamlines our efforts
Great for Opportunity Leads, But I Don't Use It
What do you like best about the product?
Opportunity leads flow automation sales processes
What do you dislike about the product?
Case flow optimization field service flow
What problems is the product solving and how is that benefiting you?
Integration with other platforms is little hard
Robust Integration and Superb Case Management
What do you like best about the product?
I appreciate Salesforce Service Cloud for its straightforward setup and strong organizational capabilities, which help us keep our services and customer cases in good order. The email-to-case functionality and voice channel integration are particularly great for receiving and managing customer information effectively. The integration on all channels and the seamless handling of customer incomes are standout features.
What do you dislike about the product?
I found that the integration with our existing SAP backend was challenging. Although setting up Salesforce Service Cloud was straightforward initially, integrating it with our SAP systems posed significant issues.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize services and cases efficiently, keeping customer interactions well-ordered and all case details accessible, which improves our customer service management.
Great for Organization, Challenging to Get Others On Board
What do you like best about the product?
It scratches the itch for everything to be ordered
What do you dislike about the product?
It’s hard to convince people to use it when they are so stuck in their ways.
What problems is the product solving and how is that benefiting you?
This tool is helping me determine what my next steps should be.
Automation Powerhouse with Intuitive Ease of Use
What do you like best about the product?
I find Salesforce Service Cloud incredibly valuable for its ease of use, which facilitates the handling of email-to-case functionalities and case resolution seamlessly. I appreciate how it enhances automation processes, provides much-needed visibility, facilitates sharing among teams, improves reporting, and ensures transparency across business units. The case management and knowledge articles features are also notably beneficial. The integration with other software like Genesys further extends its capabilities.
What do you dislike about the product?
Price
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve lack of automation, visibility, reporting, and team sharing. It adds transparency to business units, enhancing our operations.
Easy Setup with Powerful AI, Needs Smoother Implementation
What do you like best about the product?
I value Salesforce Service Cloud for its simplicity in setup and its ability to enable customers to self-serve through Experience Cloud. The ease of building new sites using the available web components is also impressive. Additionally, the AI functionality is a significant factor for me in considering future investments.
What do you dislike about the product?
I find that implementing Salesforce Service Cloud out of the box could be easier. Even though setting it up isn't difficult, enhancing the simplicity of implementation would be beneficial.
What problems is the product solving and how is that benefiting you?
I use the product to enable customer self-service and easily build new sites with Experience Cloud's web components.
Great Case Management Features
What do you like best about the product?
Case management an d self service portal
What do you dislike about the product?
Knowledge search optimization issues for multiple cases
What problems is the product solving and how is that benefiting you?
Seaech
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