Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Easy Case Management, but Overwhelming Feature Set
What do you like best about the product?
Managing cases is straightforward, making it easier to handle and resolve them efficiently.
What do you dislike about the product?
There are so many features that it's difficult to remember and use them all.
What problems is the product solving and how is that benefiting you?
Enhancing the speed at which cases are resolved, as well as improving the ability to track and manage them, has been beneficial.
Smooth Setup, Challenging Omnichannel Configuration
What do you like best about the product?
I love that setting up the Salesforce Service Cloud was very easy for me, which made the transition smooth and quick. I find the feature that allows creating a case and email-to-case very useful in managing tasks effectively.
What do you dislike about the product?
I find creating omnichannel and building the service agent to be very difficult.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud useful for creating cases and email management, supporting my CRM needs, despite challenges with omnichannel setup.
Great CDP Features, but Customization Requires Technical Help
What do you like best about the product?
CDP and consolidate all activities of customer to serve service
What do you dislike about the product?
Non-technical users can’t easily change logic, layouts, or automation — needing admins or developers for simple tweaks.
What problems is the product solving and how is that benefiting you?
When company needs to handle customer case issue and provide customer information to service them
Seamless Call Center Management and Integration with Service Cloud
What do you like best about the product?
I love how Salesforce Service Cloud has seamlessly managed our call center operations for over twelve years, enhancing our efficiency. The integration of Service Cloud Voice and Agentforce for AI automation is impressive. The out-of-the-box features are fantastic and made our setup and migration effortless. I find the case management capabilities and service cloud functionality invaluable, effectively supporting our global operation with 12 million active patients. The platform handles call center management beautifully, making it an indispensable tool for our business. I'm proud to be using Salesforce Service Cloud.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud handles call center management for our biotech company with great efficiency, managing diverse calls from 12,000,000 global patients. It's feature-rich and facilitates seamless case management.
Great Customer Variety and immense experience
What do you like best about the product?
The depth of experience and variety of customers on the platform makes the tool a perfect choice
What do you dislike about the product?
Limitations for manufacturing process which leads to customizations
What problems is the product solving and how is that benefiting you?
Managing honeywell aerospace customer experience team.
Great to use
What do you like best about the product?
The work pushed to me. Have all the key information in one point. The automation. Article recommandation
What do you dislike about the product?
is the complexity of its user interface for new users if they are not well onboarded.
What problems is the product solving and how is that benefiting you?
Collaboration and team work management
Effortless Setup, Boosts Team Efficiency
What do you like best about the product?
I appreciate that Salesforce Service Cloud is relatively easy to use and set up, with most features being out of the box and simple to configure. The case assignment, knowledge articles, service console, and integrated VoIP capabilities are beneficial for efficient case management across different teams. It’s also impressive how it fits our use case perfectly and facilitates easy adoption.
What do you dislike about the product?
I think the omnichannel capabilities should be more readily available with the basic service cloud package. Currently, the need to have separate SKUs for using tools like voice and messaging can be restrictive. Bundling these capabilities with the basic package would be more beneficial, especially for users utilizing multiple channels. This would align better with the requirements of businesses that rely heavily on mid-channels like voice and messaging for their operations.
What problems is the product solving and how is that benefiting you?
I use Service Cloud for efficient case management across teams, easing customer issues resolution. Its integration with VoIP simplifies case creation, making setup easy and adoption high.
Exploring Salesforce for Unified Data Management
What do you like best about the product?
I appreciate that the idea of unifying data across multiple departments could really help enhance collaboration when supporting the same customer. The inclusion of AI tools in Salesforce Service Cloud to help merge data together sounds promising and innovative.
What do you dislike about the product?
Nothing at this time maybe how users that are not technical and have been using dated processes may not be able to adapt as quickly.
What problems is the product solving and how is that benefiting you?
I'm considering it to unify data across departments, aiding customer service with a centralized database and AI tools for data merging.
Absolutely Love Everything About It
What do you like best about the product?
Everything I love all of it is really amazing
What do you dislike about the product?
I don’t really like working with cases sometimes
What problems is the product solving and how is that benefiting you?
Sometimes
Easy Interface for Customer Interactions, but Email Duplication Issues
What do you like best about the product?
The interface is straightforward to view and navigate, making it simple to identify and document customer interactions.
What do you dislike about the product?
Challenges with email to case duplication.
What problems is the product solving and how is that benefiting you?
Handling inquiries from both internal partners and customers.
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