Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Service cloud is great!
What do you like best about the product?
Not all of salesforce's product would I recommend this highly (marketing cloud is a no no for now), but I love service cloud. Functionality and the ease of use of that functionality are key.
What do you dislike about the product?
The system can be buggy, but my rep is a huge help.
What problems is the product solving and how is that benefiting you?
We're creating dedicated support communities for our clients.
Great Solution for all Customer-facing Employees
What do you like best about the product?
In my role, I find the solution very easy-to-use for monitoring tickets. It includes lots of features that go above and beyond my use case, but useful to know that they are available as we scale usage.
What do you dislike about the product?
I haven't encountered any problems with Salesforce yet.
What problems is the product solving and how is that benefiting you?
In conjunction with Sales Cloud, this solution provides all customer-facing employees (sales, marketing, services, support) with full view of customer interactions.
Salesforce.com Service Cloud Review
What do you like best about the product?
We have been using Service Cloud for 3 years now and it works really well. This past summer we expanded our use by implementing Email to Case. The roll out of this feature went pretty well and we are still using it today, it is a feature that has saved our team a lot of time and has virtually eliminated the need to copy/paste content into a Task in Salesforce.com from an email.
We could not go back to serving our customers without it.
We could not go back to serving our customers without it.
What do you dislike about the product?
Difficult to find solutions in the App Exchange to problems that appear to be easy to resolve. There are resolutions out there that only address parts of our problems. Would be nice to be able to merge multiple solutions in the App Exchange together.
What problems is the product solving and how is that benefiting you?
One big business problem we solved was finding efficiency with cases that are created with emails. Using Email to Case has been a huge time saver.
Recommendations to others considering the product:
I would recommend that you plan out your implementation of Service Cloud to include Email to Case and Open CTI,
Best Sales Funnel Tool for Businesses
What do you like best about the product?
Each lead that comes in is customizable. I like the ability to push leads to certain departments/sales people depending on business size, industry, & customer needs.
What do you dislike about the product?
All the functionality can be a bit overwhelming when you're first starting out.
What problems is the product solving and how is that benefiting you?
We have hundreds of leads coming in per day and Salesforce helps prioritize those leads so that we can capitalize on the customers who have a higher affinity to be paying customers.
Recommendations to others considering the product:
This product is better for bigger companies.
Good stuff
What do you like best about the product?
API, Workflow rules, easy to configure business logic without too much dev involvement
What do you dislike about the product?
Old fashioned UI, expensive data storage
What problems is the product solving and how is that benefiting you?
More transparency of customer lifecycle, one source of truth for customer data, optimizing process efficiency
Recommendations to others considering the product:
Do proper requirement analysis
Speedy workflow!
What do you like best about the product?
Service Cloud has sped up my workflow tremendously! I'm able to close cases faster thanks to the keyboard shortcuts and meet my numbers more quickly!
What do you dislike about the product?
Wish the refresh button and Salesforce url was a bit easier to reach.
What problems is the product solving and how is that benefiting you?
Support Queue, being able to open multiple tabs is helpful for getting through the queue quickly
Recommendations to others considering the product:
Definitely recommend for any medium sized business looking to improve their support workflow.
A great way to optimize customer support!
What do you like best about the product?
It optimizes a lot how our support team can answer to thousands of emails, the tags are a really useful feature.
What do you dislike about the product?
Interface needs to be updated, user experience is way too out of date.
What problems is the product solving and how is that benefiting you?
Customer support - Less time spent answering emails.
Recommendations to others considering the product:
It's worth the price.
Very helpful
What do you like best about the product?
I first started using Salesforce when working in a call center. It was a little difficult to maneuver at first, but with a lot of practice and usage, it was a very good tool to use in keeping up with our different clients and what products they liked and disliked.
What do you dislike about the product?
There really wasn't anything that I disliked about this software. As I stated before, it was a little difficult to get used to as someone who has never used the software before. But it got easier the more I used it.
What problems is the product solving and how is that benefiting you?
It helped us with keeping track of clients' orders and what they liked to order the most.
Recommendations to others considering the product:
Make sure that training is available to users and do continuous training.
Flexible application for varied channels of customer support.
What do you like best about the product?
The native integration with other Salesforce applications makes data management very easy. The flexibility in setup and administration is also appreciated for high levels of customization. Broadly supports most customer support channels. Reporting is easy.
What do you dislike about the product?
It sometimes feels like some features were made in silo of the core product. There is a lot of terminology and areas of the product to get acquainted with, so there is a high learning curve involved. I am also disappointed that phone support is not supported in omni-channel, as well as CSAT functionality is not a feature. The user experience is good, but not quite as smooth as other applications.
What problems is the product solving and how is that benefiting you?
We have seen much better reporting and thus more insight into operations of customer support. The degree of data management is much higher in this product.
Recommendations to others considering the product:
Make sure you understand your core requirements. Previous experience with administering Salesforce is highly recommended for easy setup and management.
Very good option for one system
What do you like best about the product?
The tool work in "the cloud" and manage the costumer information from there.
What do you dislike about the product?
There are fields with validation errors or unnecessaries, and the cases creation and costumers register is tedious.
What problems is the product solving and how is that benefiting you?
The tracking of products for the costumers and its status for each case.
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