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.
Great for Seamless Enterprise Service, Limited Personal Use Experience
What do you like best about the product?
Helping build seamless enterprise service experience
What do you dislike about the product?
Not used much to comment on this one so passing on
What problems is the product solving and how is that benefiting you?
Maintains and manages the sales cloud life cycle and makes it easy
Great Multi-Channel Support, But Missing Viber Integration
What do you like best about the product?
The way it can support multiple channels of communication
What do you dislike about the product?
The Viber is not part of the supported incoming case channel
What problems is the product solving and how is that benefiting you?
The collaboration between multiple support teams
Streamlined Customer Support with Essential Insights
What do you like best about the product?
I appreciate Salesforce Service Cloud for its ability to consolidate global contact centers into one platform, facilitating a unified operation. The setup was straightforward, which made the initial implementation smooth. I also value its access to multiple channels such as social care, email, and voice, which enhance customer support services. The case management workflows and the integration with the knowledge base are particularly useful features. These elements significantly improve efficiency and customer service delivery, making it a valuable tool for our operations.
What do you dislike about the product?
I find the integration with Marketing Cloud lacking.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to access more channels and gain helpful insights, improving case management and workflows, benefiting our global contact center consolidation.
Comprehensive Customer Insights for Better Support
What do you like best about the product?
It provides a 360 degree view of our customers which allows us to better support them and their needs.
What do you dislike about the product?
It is a bit complex to use, especially if you have never used it before
What problems is the product solving and how is that benefiting you?
How to better support and anticipate customer issues
I Love Using Cases—No Complaints!
What do you like best about the product?
I love using casesso my users can easily respond to inquiries.
What do you dislike about the product?
It can be challenging to keep up with all the release and changes.
What problems is the product solving and how is that benefiting you?
Allows all our users to see support history and assist with questions
Customizable and Efficient with Room for AI Enhancement
What do you like best about the product?
I really appreciate Salesforce Service Cloud for its easy customization and efficiency in managing and resolving cases. The ability to build out particular business processes is incredibly beneficial. I find the customization features particularly useful, especially with flows and automated processes. The ease of handling case assignments enhances our workflow significantly.
What do you dislike about the product?
I find that Salesforce Service Cloud could improve in its appeal by being more modern or 'cool.'
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for easy customization and building business processes to manage and resolve cases efficiently, simplifying workflows through automation and case assignments.
Seamless Data Integration and Personalized Service
What do you like best about the product?
I appreciate how Salesforce Service Cloud seamlessly connects data in one place, enhancing the service team's efficiency and reducing costs with AI. The agentic post-call transcripts are incredibly useful for keeping track of conversations. Integration with existing Salesforce tools like Marketing Cloud and CRM ensures a cohesive system.
What do you dislike about the product?
I anticipate challenges with the telephony side and data management integration with Salesforce Service Cloud, as it seems complicated.
What problems is the product solving and how is that benefiting you?
I find the product seamlessly connects data, driving efficiencies with AI and reducing the cost to serve.
Strong Support and Automation, but Pricey and Complex
What do you like best about the product?
is valued for its powerful support tools, automation, and omnichannel capabilities.
What do you dislike about the product?
Users are sometimes dissatisfied with the high cost, steep learning curve, and limited customization in certain cases.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines support and automates tasks.
Efficient Tool for Customer and Service Management
What do you like best about the product?
I appreciate how Salesforce Service Cloud enables me to effectively track customer information and provide the services they require. This functionality greatly supports my day-to-day operations by ensuring that I can efficiently manage and meet customer needs.
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 track customer information and provide the services they require, enhancing our customer service capabilities.
Efficient Customer Support, but Steep Learning Curve with Salesforce Service Cloud
What do you like best about the product?
I like how Salesforce Service Cloud centralizes all customer interactions, making it easy to track cases and deliver fast, personalized support.
What do you dislike about the product?
Some functions can be quite complex to configure without admin support, and the interface can feel overwhelming for new users.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently through live chat and contact center integration. It centralizes all communication, automates case routing, and improves response time — leading to faster resolutions and better customer satisfaction.
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