Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Service cloud works well
What do you like best about the product?
Configurability of the system. The non-code options that can be built into the console make it special.
What do you dislike about the product?
I know that it sounds funny but the volume of options is hard to master. I wish there was a way to segment features better.
What problems is the product solving and how is that benefiting you?
We need to track interactions with B2B and B2C customers. Our interactions can be calls, emails or chats. And we have work that the reps do that do not require an interaction, but we still need to track it so e have a single view of all the work the service staff performs.
Service CLoud streamlines my Client Admin team
What do you like best about the product?
institutional memory of all interactions
What do you dislike about the product?
my only dislike is that when I have new hires, not everyone has prior experience with the system. maybe thats a hiring problem on my part....
What problems is the product solving and how is that benefiting you?
more cases are resolved in less time. Efficiency uptick
Salesforce Service Cloud helps me conduct business efficently.
What do you like best about the product?
I like that client/account information is so readily available and synced with any activities my colleagues are conducting. Most of my work is done via phone. I can answer an incoming call and be caught up on the status of a particular account, know what opportunities we have with them, know who last spoke with them and what about and I can do all that almost before we are done with the "greeting" on the phone.
What do you dislike about the product?
The tool is so robust, which is a great thing, but it is often difficult to retain how to best utilize it.
What problems is the product solving and how is that benefiting you?
Efficiency. I can be much more efficient when speaking to our customers.
Recommendations to others considering the product:
Prepare to spend a decent amount of time learning the tool. I feel it is worth the effort, but definitely not something that is "turnkey" or quick to implement.
I enjoy using Salesforce Service Cloud
What do you like best about the product?
The reporting features helps me see where my tech tickets are in a queue.
What do you dislike about the product?
There is really nothing that I dislike..
What problems is the product solving and how is that benefiting you?
Increased efficiency in organizing and solving tech tickets in a timely and trackable manner.
Helped consolidate & simplify our Service CSR's page layouts & make them faster and more efficient.
What do you like best about the product?
It really cleaned up the number of tabs our CSR's had to have open at one time, giving them access to everything they needed on one screen.
What do you dislike about the product?
If tabs aren't made available in the Service Cloud, it can be a little tedious to navigate to them.
What problems is the product solving and how is that benefiting you?
As we hire new CSR's, it's quicker to get them up to speed now that everything is in one place.
We love Service Cloud and use it to handle all cases from clients.
What do you like best about the product?
The Service Console makes it simple to have everything we need to support our clients from a single screen. We have implemented Knowledge (help articles) as well and these two modules work well together.
What do you dislike about the product?
Duplicating Cases. We use the feature that auto-creates cases from email. I find that these emails are duplicated on occasion. Not a significant issue but a minor nuisance.
What problems is the product solving and how is that benefiting you?
Scalability for client support.
Centralised knowledge center database.
Centralised knowledge center database.
Service Cloud Review
What do you like best about the product?
As a sales person, I like being able to see both the Chatter threads as well as the email communication that the support staff are sending to the client. The visibility is crucial to being able to use that client as a reference or sell them additional tools.
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
What do you dislike about the product?
We are still on Classic- I am looking forward to moving to Lightning!
What problems is the product solving and how is that benefiting you?
Faster resolution to cases and better collaboration among staff.
Solid but requires proper implementation and thinking
What do you like best about the product?
Once you have it configured there's a huge amount of flexibility to what you can achieve with it. Along with the appexchange which makes it very extendable
What do you dislike about the product?
It can be implemented really badly, Salesforce try to say you don't need a technical person to set up their products or you can learn it. Its true to a point, you can get a basic setup up and running very quickly but to do anything advanced you need to know the right things to implement.
What problems is the product solving and how is that benefiting you?
Automation of a lot of processes through a single support department. We segregate data/case types into queues and assign them out from there allowing us to prioritise different queues.
Recommendations to others considering the product:
Do salesforce training and trailheads more than once if you need to. Make sure you know your goals and know what you want to report on.
Saves our business time and money
What do you like best about the product?
The Service Cloud allows us to mange our day to day Support operations with clarity and ease. The interface is smooth and easy to navigate.
What do you dislike about the product?
The reference number attached to each Case can be cumbersome and when two companies using the Email to Case functionality email each other a new Case is created each time.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Case Management
Case Management
Salesforce Service Cloud Meets All Needs
What do you like best about the product?
Salesforce Service Cloud's main benefit is the case creation structure.
What do you dislike about the product?
Sometimes support can be underwhelming and takes awhile to hear back.
What problems is the product solving and how is that benefiting you?
We had a disconnect with our support, sales, and finance teams. Having every part of our business live in Salesforce helped solve that.
Recommendations to others considering the product:
Make sure that you take time on implementation. It is worth the effort upfront in the long run.
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