Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Case Management Features
What do you like best about the product?
Service cloud portal and now agent force agents
What do you dislike about the product?
Omni channel and the complexity to setup case routing
What problems is the product solving and how is that benefiting you?
Ai
Great Automation Tools, But Lacking Innovation Compared to Agentforce
What do you like best about the product?
I love Web-to-Case, Service Console, and automation using Flows.
What do you dislike about the product?
Similar to Sales Cloud, I feel that innovation and new features are few for Service Cloud. Most of the shinny new features and highlights are on Agentforce.
What problems is the product solving and how is that benefiting you?
Service Cloud helps my company keep track of internal tickets and requests. Service Console gives users and managers everything that they need in one screen. Flows and other tools like macros, validation rules, formula fields automate processes and save our company precious time.
Great Experience with Service Cloud Voice
What do you like best about the product?
Service cloud voice is making customer support easy
What do you dislike about the product?
Integration with Genysys needs more enhancement
What problems is the product solving and how is that benefiting you?
Customer support for our client creating service of the future
Speeding Up Ticket Resolution
What do you like best about the product?
The ability to track the dispatching. Helps support staff close tickets faster
What do you dislike about the product?
There isn’t a native jira integration into the interface
What problems is the product solving and how is that benefiting you?
Helping our team handle the service cases and closing tickets quickly
Super Easy to Use—No Complaints!
What do you like best about the product?
It's so easy! It's built on top of Salescloud.
What do you dislike about the product?
Frankly, we are still not in a position for negative feedback. However, we wish some Service cloud features were native to every cloud.
What problems is the product solving and how is that benefiting you?
We still need to adopt good use cases of Service Cloud.
Service Cloud
What do you like best about the product?
I appreciate how the system allows you to personalize it through configuration options. This flexibility makes it easy to tailor the experience to your own preferences.
What do you dislike about the product?
There are many apps available, but at times they are not very intuitive to use.
What problems is the product solving and how is that benefiting you?
Providing a comprehensive customer 360 view is essential. This approach helps to gather and unify all relevant customer information, making it easier to understand and serve customers effectively.
Love SF!
What do you like best about the product?
Easy to build and iterate. The move to Agent force 360 has been a game changer.
What do you dislike about the product?
Sandbox refreshes. Our org is dealing with a lot of tech debt so not any issues with SF itself.
What problems is the product solving and how is that benefiting you?
Implemented a quality scorecard that massively increased the amount of data for customer insights.
Great Centralized Sales Data Platform
What do you like best about the product?
Single data touch point for all sales data.
What do you dislike about the product?
I dont use enough salesforce to provide this information
What problems is the product solving and how is that benefiting you?
Being able to obtain support when needed
Efficient Support with Salesforce Service Cloud, but Complex to Customize
What do you like best about the product?
I like how Salesforce Service Cloud brings everything together—cases, customer data, and channels—in one place, making it easy to deliver fast, personalized support and automate routine work.
What do you dislike about the product?
It can be overly complex to configure and maintain, especially when customizing workflows or integrating with other systems.
What problems is the product solving and how is that benefiting you?
It solved our issue of scattered customer communication—now all interactions are centralized, which saves time and improves consistency in support responses.
Great Case Management, but Console Needs Improvement
What do you like best about the product?
Case management and case assignment rules also the email to case
What do you dislike about the product?
Console can be more easier to use with can accolade multiple components
What problems is the product solving and how is that benefiting you?
Case management and case assignments to prebuilt ueues
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