Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Best when used with the SFDC service cloud
What do you like best about the product?
Easy searching and view of client cases.
What do you dislike about the product?
Disconnected from CRM/customer journey. Ability for cases to 'hang' open/unresolved for extended length of time.
What problems is the product solving and how is that benefiting you?
Client support ticket management.
Recommendations to others considering the product:
Use the service cloud!
Business Development
What do you like best about the product?
I liked how easy it is to use this product. It is integrated with Salesforce.com and makes it easy to view customer profiles and information.
What do you dislike about the product?
I wish it was a little more cost effective.
What problems is the product solving and how is that benefiting you?
Desk.com offers great customer service and responding to customers fast. Running quick reports for management. Helps to grow our customer base.
SFDC user from several companies
What do you like best about the product?
Single point of record for all customer records!
What do you dislike about the product?
Pulling reports is very hard for customer-facing teams, will often need help from an SFDC admin.
What problems is the product solving and how is that benefiting you?
Teams are aligned and all have the updated information.
Solid basic functionality
What do you like best about the product?
Simple to use and administer. The email to case is the best feature.
What do you dislike about the product?
too much company marketing from the company. Just improve the basics and stuff with the fluffy add ons
What problems is the product solving and how is that benefiting you?
customer issues
Great Application for Client Support and Management
What do you like best about the product?
It is a very versatile tool with a lot of features to organize customer data. I primarily use it for working with clients on support cases and questions. It's great to have all data in one place. And even if you have to link to other sources such as Jira, it works pretty well.
What do you dislike about the product?
This is not really a dislike but because it is so versatile, it has so many functions sometimes the setup/configuration can be a little complicated as a lot of changes in switches can cause some unexpected changes in the view that you are used to. We have a dedicated team that works on these customizations and ensuring a smooth workflow.
What problems is the product solving and how is that benefiting you?
It is a useful tool to encompass all customer data and projects in one place so that colleagues can see all the progress on any customers at any given time as long as the data has been manually updated.
Recommendations to others considering the product:
I have not used others, but I think it is very versatile and robust with a lot of opportunities to link with other applications, if needed.
Great service with many nice features
What do you like best about the product?
Integrated phone panel in the bottom bar is essential to our business. Lets the agents take/make calls all while staying within the flow of the Service Cloud. Nice UI and great integration with the existing Salesforce objects/VisualForce pages.
What do you dislike about the product?
Nothing comes to mind. Does exactly what we need.
What problems is the product solving and how is that benefiting you?
Streamlined process for our agents. Consistent UI makes for a familiar experience wherever they navigate to.
Being able to completely serve a member directly from the case has allowed up to cut down on interaction times and makes the whole process a lot smoother
Being able to completely serve a member directly from the case has allowed up to cut down on interaction times and makes the whole process a lot smoother
Recommendations to others considering the product:
Really figure out what you are going to be using it for. There are a ton of options to tailor it for many specific needs.
Neat product
What do you like best about the product?
I did not realize how high a capacity that Salesforce had for storing data until I started using it on a program that I helped develop. I also did not realize how many organizations use Salesforce, it makes for a lot more compatibility among different organizations and makes it simpler for more companies to use the same software for tracking and entering data, for instance.
What do you dislike about the product?
Sometimes there was more detail to keep track of in a record than I would like, but it made the reports look better that could be exported in a spreadsheet.
What problems is the product solving and how is that benefiting you?
I didn't encounter any personal problems in Salesforce when I was using it. We had some collaboration with information technology to help improve the form submission for registrants and enable the submissions to show up in Salesforce, but the information technology team helped a lot.
Recommendations to others considering the product:
Do your homework and see what softwares that your organization will use that will make Salesforce a viable option, see if anyone in your organization already knows how to use the program or knows someone that knows how to apply Salesforce to your particular project needs and expertise of the team.
We use Salesforce for our case management tool.
What do you like best about the product?
Salesforce provides a functional case management tool. We are able to break out our cases by different record types for enhanced tracking/assignment. We also rely on the tool for various metrics reporting.
What do you dislike about the product?
There are some features I wish were enhanced in regards to Knowledge (exporting articles), email to case (copy/paste images), bringing over all fields when you clone (comments, attachments).
What problems is the product solving and how is that benefiting you?
We have global service centers. With Salesforce it provides an easy platform for customers to reach us and for us to log and track those interactions.
Recommendations to others considering the product:
Make sure you have a good system integrator to get everything out of the tool that you can.
Great For Keeping Track
What do you like best about the product?
Great software for call tracking, easy to use.
What do you dislike about the product?
I do not like that it sometimes bogs down my computer, and that if i forget to close a case, it just keeps pilingup
What problems is the product solving and how is that benefiting you?
I did not have any business problems before salesforce
Recommendations to others considering the product:
Upgrade your computers first.
salesforce Service Cloud
What do you like best about the product?
It is great since you can track a big amount of different cases at the same time without loosing track of the cases you are working on. It has great features such as email to case, skills-based routing, macros, and milestone tracking. It is very easy to implement Template for automatic email responses and this is one of the most useful tools since on other CRMs this is sometimes very complex to setup, but in salesforce it is very easy
What do you dislike about the product?
Sometimes it is hard to remember all the different tab you have and also having different permission sets can be kind of frustrating if one of your partners can view certain things and you cant, but this has a greater purpose and it is understandable.
What problems is the product solving and how is that benefiting you?
The customer service team and sales team can work a lot faster on their section since salesforce offers a very fast way of working on numerous things at the same time.
Recommendations to others considering the product:
It is a great investment if you have a big support team
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