Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Empowers Student Case Management with Ease
What do you like best about the product?
I appreciate the ease of use of Salesforce Service Cloud for students, allowing them to use email to case and check their case status in the experience portal. I find features like email to case, web to case, and case escalation extremely useful.
What do you dislike about the product?
{"The stakeholders often do not know what they want, which leads to a lot of back and forth during the setup and collaboration process.","There seems to be a lack of understanding or visibility of all the features of Service Cloud, as I am still learning and not sure about all its capabilities.","We currently do not have a voice call feature yet, and there's a desire to implement this to allow agents to assist and answer most of the questions."}
What problems is the product solving and how is that benefiting you?
I find the product solves ease of use for students, allowing them to use email to case and check status in the experience portal, enhancing their overall experience.
Efficient Client Service with Salesforce, but Steep Learning Curve
What do you like best about the product?
Salesforce service cloud provide us a great entry portal to help provide better experiences internally while also getting information to our clients faster than ever
What do you dislike about the product?
It can sometimes be a bit clunky when you first start trying to use the system. There is certainly a learning curve when using for the first time
What problems is the product solving and how is that benefiting you?
It provides us an opportunity to collect information from clients
Easy Setup and Great Omni-Channel, but Supervisor Permissions Could Improve
What do you like best about the product?
It’s pretty easy to configure. Omni channel is great.
What do you dislike about the product?
It would be nice if supervisors didn’t need to have manage user permissions to assign users to queues or move around skills
What problems is the product solving and how is that benefiting you?
Email to case. Call cases.
Efficient Customer Support with Salesforce Service Cloud's Automation and AI
What do you like best about the product?
I like that Salesforce Service Cloud streamlines customer support by bringing cases, knowledge, and omni-channel communication into one platform. Its automation and AI tools help resolve issues faster, improving both agent productivity and customer satisfaction.
What do you dislike about the product?
I dislike that Salesforce Service Cloud can be overwhelming to set up and customize, especially for complex support processes. It also requires regular maintenance and training to ensure users fully leverage its capabilities.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves disconnected support processes, slow case resolution, and lack of customer visibility by centralizing cases, automating workflows, and providing a 360° view of the customer. This benefits me by enabling faster issue resolution, improving customer satisfaction, and streamlining support operations.
Great Tool for Boosting Sales and Team Collaboration
What do you like best about the product?
it's a powerful tool for improving sales performance and collaboration across teams.
What do you dislike about the product?
Initial setup can be complex and time-consuming.
What problems is the product solving and how is that benefiting you?
It’s solving some of our business process challenges.
Service Cloud Improves Efficiency but Needs Customization for Some Businesses
What do you like best about the product?
Service Cloud enhances the quality of service by allowing service representatives to focus on the most important tasks.
What do you dislike about the product?
In certain situations, it demands significant customization to align with the customer's specific business processes.
What problems is the product solving and how is that benefiting you?
This tool enables me to concentrate on high-value tasks while also providing helpful support to representatives through agentforce.
Solid Tool for Case Management, Needs Modernization
What do you like best about the product?
I enjoy the straightforward setup of Salesforce Service Cloud, which simplifies our operations from the start. Case management is a standout feature, allowing us to easily relate cases to specific accounts or contacts, which enhances our tracking capabilities. Chatter on cases and efficient case assignments are also particularly useful.
What do you dislike about the product?
I think the case assignment rules are outdated and could use a little bit more modernization.
What problems is the product solving and how is that benefiting you?
I use the product for case management, relating cases to accounts and contacts helps track workflows efficiently.
Great Email-to-Case Feature, but Omnichannel Is Too Complex
What do you like best about the product?
Email-to-Case is very effective and has multiple configurations to set set up as per requirements.
What do you dislike about the product?
To work with Omnichannel : the processes need to be more defined
What problems is the product solving and how is that benefiting you?
It is routing cases as per case assignment rule and we are using Milestones and entitlements effectively
Impressive 360 Client View, No Dislikes So Far
What do you like best about the product?
The 360 view of each client. It gives us a whole new set of information
What do you dislike about the product?
actually, we havent found yet anything we dislike
What problems is the product solving and how is that benefiting you?
to improve our customer satisfaction
A CRM solution to rule them all.
What do you like best about the product?
Salesforce Cloud provided a path forward for our existing CRM solution. The solution consolidated several data sources into a single member record. All of our various sale channel teams can now collaborate with Salesforce Cloud to better understand and meet our customer's needs.
What do you dislike about the product?
Migrating legacy CRM solutions can involve a learning curve, especially when custom development is required.
What problems is the product solving and how is that benefiting you?
Service cloud has made it possible for our teams to better collaborate. Rather than operating on separate applications and IT silos.
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