Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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External reviews are not included in the AWS star rating for the product.
Efficient Case Management with Robust Digital Channel Support
What do you like best about the product?
I appreciate Salesforce Service Cloud's adaptability and efficiency, especially with capabilities like email to case, escalations, and entitlements. The addition of Agentforce enhances its efficiency and effectiveness for digital channels. The platform significantly improves operational efficiency, aiding in handling customer complaints and inquiries, and offers excellent integration with digital channels. I also find 'email to case' a major advantage, which has become a crucial feature for us. Moreover, its ability to improve agent focus on closing cases and enhance turnaround times adds substantial value.
What do you dislike about the product?
I find the case management process in Salesforce Service Cloud could be more efficient. Additionally, the email archiving process is something that could be improved.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to handle complaints, inquiries, and digital channels, which significantly improves operational efficiency and helps understand customer problems better.
Great for Case Management, But Lacks Customization
What do you like best about the product?
Very good case management tool that everyone can use
What do you dislike about the product?
Not very customizable. Need a lot of development work.
What problems is the product solving and how is that benefiting you?
One view for managing cases. Escalation is good
Reliable Case Management, but Setup Can Be Complicated
What do you like best about the product?
It’s incredibly reliable for managing customer cases at scale. Integration with other Salesforce products makes it easy to get a full view of the customer
What do you dislike about the product?
The setup and configuration can get complicated, especially when customizing workflows
What problems is the product solving and how is that benefiting you?
It helps centralize all customer support interactions in one place. Our team can track, prioritize, and resolve cases faster
Excellent Platform with Outstanding Field Service Features
What do you like best about the product?
This is an excellent platform that meets a wide range of service needs. The field service feature, in particular, is a real advantage.
What do you dislike about the product?
So far, I have no complaints. The cloud releases are impressively fast and feel like live footage.
What problems is the product solving and how is that benefiting you?
This product is useful for managing field service operations and handling feedback efficiently.
Great CRM and Slack Integration, Need more experience
What do you like best about the product?
The integration with our existing CRM and slack.
What do you dislike about the product?
We aren't utilizing it as much as we could be.
What problems is the product solving and how is that benefiting you?
Visibility to our cases and data
Great Case Management, but Needs More Features
What do you like best about the product?
I like everything but specially Case management.
What do you dislike about the product?
Where case management is great , there is so more we should be able to do via case which we are not.
What problems is the product solving and how is that benefiting you?
We did not need Jira or Servicedesk for our ticket management. Cases did the work for us.
Great AI and UI Improvements, But Needs Easier Configuration
What do you like best about the product?
It's getting better with ai and better ui
What do you dislike about the product?
It has be more user friendly for configuration
What problems is the product solving and how is that benefiting you?
Customer service
Great for Customer Service, but Needs a Lighter Version for Sales
What do you like best about the product?
By providing timely service to our customers, particularly through agentforce, we can enhance customer satisfaction. This improvement will help us secure repeat business.
What do you dislike about the product?
There isn’t much to dislike about the Service Cloud. However, I would have preferred if there were a lighter version available to better manage sales-related services separately from guest engagement services, since these functions are handled by different departments.
What problems is the product solving and how is that benefiting you?
Thanks to agentforce, we are now able to deliver a higher level of service to our customers, ensuring greater consistency and quality. This improvement leads to increased customer satisfaction, which ultimately encourages them to return and do business with us again.
Highly Efficient and Easy to Implement
What do you like best about the product?
I appreciate the clear instructions available on Trailhead and in Salesforce documentation that make setting up Salesforce Service Cloud straightforward. The smooth data migration process is impressive. I enjoy how Service Cloud provides a 360-degree view of our customers, which enables unified customer experiences across sales and marketing teams. The basic objects and functionalities, such as cases and email-to-case, are highly useful, especially with the ability to leverage automation on our data. The product's capability to work seamlessly between different departments makes it an excellent solution for businesses.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to gain a 360-degree view of customers, enabling collaboration between sales and marketing teams to deliver a unified customer experience.
Great Customer Service, but Setup Menus Are Confusing
What do you like best about the product?
It's ability to best serve our customers
What do you dislike about the product?
Confusing setup menus to navigate while maintaining consistency
What problems is the product solving and how is that benefiting you?
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