Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Organization for Sales and Customer Service
What do you like best about the product?
Ability to run multiple types of reports and see communications at all levels. I like that I can see the last activity of an account and the last communication to a contact.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
Multiple reporting is great to be able to slice and dice the information as needed.
I also love that Salesforce has so many integrations internally and externally so it can all work together.
What do you dislike about the product?
It takes some getting used to, to understand the capabilities (in order to capitalize on them) and create reports. I think the report building can get confusing since fields are grouped together.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
I believe my company ended up having to hire someone to actually manipulate the fields/display for our specific use.
What problems is the product solving and how is that benefiting you?
We used it to track support cases and allow customers to search solutions to hopefully fix their issue or answer their questions.
Recommendations to others considering the product:
Definitely need someone in house to be the 'expert' in order to manage, maintain and edit the portal as needed.
Salesforce
What do you like best about the product?
I love being able to quickly look things up while I have a customer on the line - I work in phone support so it is crucial that I can look up information in a timely manner to relay that to the customer.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
I like the amount of information that can fit on a single page - with the new dashboard I don't have a bunch of browser tabs open, just one window with tabs within salesforce.
What do you dislike about the product?
Sometimes the customer's phone number does not automatically populate and bring up their account so I have to hope I hear their name right.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
Wildcard searches are a pain to deal with - I wish the search engine brought in related names without the * and just worked with the criteria I give it better.
There's so much customization that it's overwhelming. There are some simpler features I'd like to modify but they're so buried in the customization that I haven't been able to find them.
What problems is the product solving and how is that benefiting you?
I am solving cases that customers are having while being able to reference old cases.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
The benefit is huge - there is so much internal content on Salesforce that I can use to help my customers.
Recommendations to others considering the product:
The new dashboard system is nice for organizing tabs but at the same time it's confusing to get used to.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
I'm sure it's great for sales - it 'works' for support purposes but it's probably not the best.
Salesforce Customer Portal Review
What do you like best about the product?
I like everything about it! It is super user-friendly, and I feel like I can update and review my accounts quickly and efficiently. There is a nice "flow."
What do you dislike about the product?
There isn't much to dislike, expect for the software to continue to become more user intuitive. I appreciate the thought and the user research that has obviously gone on for this.
What problems is the product solving and how is that benefiting you?
We are solving the lack of communication between sales teams, because everyone can access the updates and see it in real time. It also allows for accountability on those that need to update data in the system so we can report accurately.
Recommendations to others considering the product:
Check it out, test it, review it and see if it fits your needs - You will love it!
Salesforce can be a backbone
What do you like best about the product?
When working with any type of volume salesforce and be a solid backbone to support any CRM needs.
What do you dislike about the product?
Easy to muddy up without guidance from the right challenges
What problems is the product solving and how is that benefiting you?
discoving pipeline
Solutions-Oriented Salesforce Customer Portal
What do you like best about the product?
Giving our clients access to their sales rep and other support staff without requiring them to make a phone call.
What do you dislike about the product?
Internally, making sure that our sales reps are trained on the platform, and remain "on brand" when interacting with clients.
What problems is the product solving and how is that benefiting you?
Giving our clients the feeling that we're really part of their team. In terms of benefits, our sales reps use it as a sales point when attempting to upsell or renew a client.
Recommendations to others considering the product:
Be prepared to spend some time training your team on how to use it. If you have clients who aren't technically savvy, they may still not understand how to use it, even if you spend time training them.
Salesforce = Social & Professional Network
What do you like best about the product?
The feature I like best is that it's realtime and multiple users create content organically.
What do you dislike about the product?
I receive notifications on almost every topic. So many notifications, I have overlooked important mentions.
What problems is the product solving and how is that benefiting you?
Right now we are using the tool to help attendance for an annual meeting. The tool works well with visibility.
Recommendations to others considering the product:
I would recommend to any potential user to stress that the tool is only as good as the users who enter the data.
Beautiful Interface, Easy Set-up
What do you like best about the product?
Every year, Salesforce blows me away a little more with its ability to create a clean, intuitive interface. Service cloud takes commonly requested features from those working in service roles, such as customer care, and pulls it all together into one clean console-- it's a one-stop-shop!
What do you dislike about the product?
While the tool is easy to implement, a lot of the marketed images/demos show tools that are an extended version of the console, using Visualforce components. It's hard to balance expectations with my stakeholders when they are expecting something specific, and I don't have an available developer to build.
What problems is the product solving and how is that benefiting you?
Customer care console for better reporting and a streamlined ticketing system.
Good product
What do you like best about the product?
Interface and ease of use of this product
What do you dislike about the product?
Too much information and not intuitive at times
What problems is the product solving and how is that benefiting you?
Eliminating manual update of the prospective leads
New User to Salesforce Customer Portal
What do you like best about the product?
I like that this product integrates with other products we use
What do you dislike about the product?
So far, I don't have complaints. This is still quite new to me.
What problems is the product solving and how is that benefiting you?
We use this software to assist our customers with their accounts
Essential Sales Tool
What do you like best about the product?
I like how flexible the platform is. You can add or subtract as many tools as possible to best sculpt the platform to fit your needs. I also like the integration ability. It allows you to link seamlessly with some apps.
What do you dislike about the product?
It can become very expensive as you customize it. It is also not a naturally intuitive platform. There are tons of features and capabilities that can make it difficult to navigate or optimize.
What problems is the product solving and how is that benefiting you?
We are solving sales and product tracking. Reporting, finance issues and collections.
Recommendations to others considering the product:
Please keep in mind the cost. As your business grows your platform will likely need to grow with it and the additional functions can quickly mount in price.
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