Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Efficient Omnichannel Feedback Collection and Case Creation
What do you like best about the product?
The contents necessary for providing services are collected.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
Particularly attractive is a place that collects customer feedback, such as complaints, through omnichannels and easily and reliably establishes case creation.
With web-to-case, it was useful in practice because it automatically created and incorporated sources into the site.
What do you dislike about the product?
The problem with SaaS, not just Service Cloud, is that there is little flexibility in development. However, we understand that it is difficult for security reasons, and we are not asking for improvements.
What problems is the product solving and how is that benefiting you?
Centralized data management is the biggest advantage, and the appeal is that customer information and knowledge can be immediately released in a case without any code. Also, being no-code has the advantage of reducing development time.
Great Case Management and Call Summarisation, but Pricey SKU
What do you like best about the product?
Case Mamagement with SLAs and escalations. Note with the addition of SCV the capability is even stronger. Call summarisation is great
What do you dislike about the product?
The cost of the sku and usage is increasing and is not always an option to clients
What problems is the product solving and how is that benefiting you?
Use of Cases is used across clients to streamline complaints/ ticketing process essentially. Consolidated data, 360 view.
Love the Console Feature
What do you like best about the product?
The console view and how it groups things together.
What do you dislike about the product?
It is not API friendly and focused on integrations as best as it could
What problems is the product solving and how is that benefiting you?
Helping allow the users to work with all our applications in one place
Great Voice Features, But Lacks API-First Approach
What do you like best about the product?
Voice is really good feature .. ux is also good
What do you dislike about the product?
It’s not api first solution.. not great ux
What problems is the product solving and how is that benefiting you?
Case management
Highly Customizable, But Lacking Recent Innovations
What do you like best about the product?
Flexibility of adding any kind of business process and high customization.
What do you dislike about the product?
Not as many advances in recent years. Would love to see more effort put into advancement other than agentforce
What problems is the product solving and how is that benefiting you?
Case management for all service calls is robust and the interface is incredibly customizable and responsive.
Efficient Case Management, but Chatter Emailing Needs Improvement
What do you like best about the product?
The platform allows continuous streamline for case management and tracking sla for customer success
What do you dislike about the product?
Chatter is a fantastic feature, but I wish there were a more straightforward way to email Chatter posts to others without having to create a group.
What problems is the product solving and how is that benefiting you?
Creating a platform that allows our org to have continuous customer success and meet needs for them
Easy Access and Customization with Salesforce Service Cloud
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, thanks to its flexibility and customization options. I appreciate the ease of accessing all employee-related files, which eliminates the need for external storage and ensures everything is stored in one place. The built-in data protection also gives me confidence in keeping sensitive information secure.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for easy access to employee files and data protection, consolidating everything in one place without the need for external storage.
Powerful Tools & Data Tracking, but Requires Significant Setup
What do you like best about the product?
All the tools that simplify my team's work and provide my managers with the necessary data are conveniently located in one place. I really appreciate the depth of data analysis available. Everything you need to manage your team can be tracked and measured in several helpful ways.
What do you dislike about the product?
As with many aspects of Salesforce, the quality of your experience depends on the effort you invest. To achieve an outstanding result, you really need to dedicate significant time to customizing the app so it fits the needs of you and your team.
What problems is the product solving and how is that benefiting you?
No customer issue is lost, and the data we build over time helps us deliver a product and customer experience that actually matters to our customers.
Great Connectivity, Security Concerns Remain
What do you like best about the product?
I really appreciate that our clients find the Salesforce Service Cloud to be trustworthy, especially in terms of security, which is very reassuring. The cloud-based data handling capabilities are also very satisfying, making it easy to access and use important data efficiently. Additionally, I value the connectivity across all Salesforce products, which facilitates seamless integration when implementing new products, ultimately enhancing our service cloud experience.
What do you dislike about the product?
I find that the setup process for Salesforce Service Cloud was not easy. Due to our lack of familiarity with Salesforce, we needed a lot of help from Salesforce experts and their account team. Additionally, there is a significant concern about the security of the cloud system, as clients, particularly their IT departments, are hesitant to trust it. This indicates a trust issue with cloud-based services. The user experience (UX/UI) is also challenging for beginners, making it not very easy to start with for new users.
What problems is the product solving and how is that benefiting you?
The product allows easy access to important data through the cloud, making it straightforward to find, which benefits my client despite initial trust issues with cloud systems.
Great Toolset for CS Teams, No Major Drawbacks
What do you like best about the product?
The collection of tools it offers is very helpful for CS teams.
What do you dislike about the product?
Thats a hard one as there isnt something
What problems is the product solving and how is that benefiting you?
Traceability of tickets
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