Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Efficient but at times confusing
What do you like best about the product?
I like that you can keep a record of everything to do with a particular customer - if a customer calls in I can instantly bring up their file and find out their buying history and any issues related to their account.
What do you dislike about the product?
Putting in a case and other tasks can be quite confusing and I am never 100% sure if a formula or flow is working.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place, it is like a giant library and is incredibly helpful for our business
Love the flexibility
What do you like best about the product?
The Service Cloud has given us one platform to handle all channels of support. The automation of creating cases within each of those channels creates cost savings and reduces handling time. We are constantly finding new and better ways of using the tools offered in Service Cloud.
What do you dislike about the product?
Initially, we were finding it challenging to set up the tools to work for our situation and our workload. It may be that the Contacts are more flexible when designing the heirarchy for multi-level Client situations.
What problems is the product solving and how is that benefiting you?
Our business required that our agents log into several third party tools alongside our instance of Salesforce. By implementing the Service Cloud we were able to consolidate those third-party tools and reduce the number of applications the agents had to navigate.
Salesforce Overview
What do you like best about the product?
I like how easy to use it is. It helps provide the main info I need regarding my client's account when speaking to them. The Chatter feature has made it easy to chat with other teams to resolve an issue quickly with conversations documented rather than emailing them separately.
What do you dislike about the product?
At times it is hard to sort through previous conversations with our clients. I don't know if this is necessarily something that is salesforce fault rather than our company having an odd processes.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
Again, more of a company issue than salesforce issue but it can be hard to get fields updated if you don't have access to that information.
What problems is the product solving and how is that benefiting you?
I am not sure this question applies.
Salesforce for Customer Support
What do you like best about the product?
Everything relating to the customer account (support tickets, contacts, studies, feature requests, sales, etc) are very organized and easy to find at a moment's notice. This is great for customer support because I can easily know who I'm working with, which product they're using and the types of questions they've asked previously.
What do you dislike about the product?
It is very difficult to send an email from the phone app. Given that most of our interactions with our customer come in as emails, the app is a great platform to view a support ticket, but I have no way of responding to them, without going through my external email application. This prevents the email from attaching to the ticket.
What problems is the product solving and how is that benefiting you?
We are a SaaS company, working with clinical trial research. In my position, we are helping customers build studies for clinical trials, solving issues when the software does not work as expected and answering questions about functionality. Salesforce is great because we can track what issues often come up for different customers, which customers call in the most, and what features the customer request.
Recommendations to others considering the product:
Play around with it! The service is very intuitive and easy to pick up. Metrics are much easier to track and to meet since my company started using it.
Very dynamic and powerful tool which helps sharing information within the company
What do you like best about the product?
Very dynamic and powerful tool which helps sharing information within the company whilst dealing with customers. I like the way you can edit it and personalise the look of it adapting it to the company standards. It makes the company data more transparent to the staff and therefore easier to make decisions.
What do you dislike about the product?
I would like to see more plugins (like the ability of doing live translation) adaptable to every company portal.
What problems is the product solving and how is that benefiting you?
We are now able to see data from other departments of the company so we are in a better place to have an idea about the kind of customer that we are dealing with.
Recommendations to others considering the product:
Try it and discover the capabilities of the tool.
Helpful and applicable for any customer's needs
What do you like best about the product?
it can be changed and amended to the way it helps the most; gives easy overview about accounts and customers
What do you dislike about the product?
Dashboards and reports could be more straightforward when building
What problems is the product solving and how is that benefiting you?
give an overview about what is going on in my region
SalesForce
What do you like best about the product?
This is a helpful tool for keeping track of client data and progress towards goals. I used this software in my role as an energy advisor and it helped me stay organized, follow up with clients efficiently, and measure my job performance.
What do you dislike about the product?
No complaints for the features I used on a day to day basis. It was easy to use for our needs.
What problems is the product solving and how is that benefiting you?
Benefits: staying organized and responsive to clients as well as keeping track of progress with each client and overall program performance goals.
Flexible and full featured
What do you like best about the product?
Easy to manage and update cases, track customers/clients, and manage contact info.
What do you dislike about the product?
Getting around can be a c bit confusing.
What problems is the product solving and how is that benefiting you?
Case management.
Client and customer management.
Client and customer management.
Loved the Ease of Use
What do you like best about the product?
I love the ease of running reports and tagging donors in different categories (I used it in a non-profit setting)
What do you dislike about the product?
I was involved in merging an old CRM platform into Salesforce and I wish that had been a bit more user friendly.
What problems is the product solving and how is that benefiting you?
Overall, Salesforce allowed us to engage with our donors on a whole new level. Being able to make notes on contact with donors helped communication within our office.
User-Friendly, Attractive Customer Support Software
What do you like best about the product?
Our company switched to Desk from Zendesk in early 2014 (I started about a year later). One of the best features of Desk is the integral TalkDesk, which means we can keep phone and email support along with reporting and metrics all in one place. Desk is user-friendly, intuitive, and the Next Gen agent features batch notation, which is so useful for distributing pending tickets to other agents when taking four or more days off.
What do you dislike about the product?
Lately, we are having issues with Mailjet integration, causing replies to be blocked automatically by the recipient. We are working on this issue.
What problems is the product solving and how is that benefiting you?
Desk.com helps us understand customer insights, sort billing and technical issues, and answer questions about our own service and company. Our international customer base is growing, so having an additional contact option that isn't a toll-free number is helpful for them.
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