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.
Promising Flexibility with Room for Improvement
What do you like best about the product?
I appreciate the ability of Salesforce Service Cloud to consolidate all data in one place. This centralization is crucial for running various reports for our leadership. I also value its customizable nature, allowing it to adapt to different needs and functions within our organization.
What do you dislike about the product?
Setting up Salesforce Service Cloud has been challenging. Specifically, during our build-out process to transfer our CRM, there have been issues in scoping and execution, notably the marketing department didn't have a significant role in the initial setup phase. This has led to difficulties in getting the service configured exactly as we need in the first phase. I'm also grappling with understanding all the features available within the product as a first-time user.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud centralizes our data, facilitating better management of customer service, call centers, partnerships, and contacts. This streamlines reporting for leadership, enhancing our operational efficiency.
Powerful and Flexible, but Complex to Configure for Admins
What do you like best about the product?
I like Salesforce Service Cloud as an admin because it gives me powerful tools to streamline case management, automate workflows, and deliver faster, more personalized customer support. Its flexibility and easy customization make it simple to tailor the platform to our team’s exact needs.
What do you dislike about the product?
As an admin, I dislike that Salesforce Service Cloud can be complex to configure, with a steep learning curve for new features and updates. Some setup tasks require multiple steps or workarounds, and managing permissions or integrations can get time-consuming. It can also feel overwhelming when troubleshooting issues across different objects or automations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves issues like disorganized support and slow response times by centralizing customer interactions and automating routine tasks. It helps me manage cases more efficiently, ensure consistent service, and focus on improving the customer experience.
Service Cloud Improves Constantly, But Costs Are Rising
What do you like best about the product?
Service cloud is always growing and changing with the times and just gets better and better.
What do you dislike about the product?
It is becoming more expensive to use with all the add ons.
What problems is the product solving and how is that benefiting you?
Case management
Great for Problem Solving, but Pricey
What do you like best about the product?
I like the product, problem solving. It helps my customer team.
What do you dislike about the product?
It is very expensive and a bit difficult in configuration
What problems is the product solving and how is that benefiting you?
Customer cases and helping team to be productive
Customizable to Our Needs
What do you like best about the product?
Can be tailored to meet our needs, a lot of out of the box functionalities to help you day to day.
What do you dislike about the product?
There are things that could be implemented by default so that you don’t have to develop them.
What problems is the product solving and how is that benefiting you?
Customer support
Comprehensive Customer View and Automation, but Complex and Costly for Small Teams
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to give a complete, 360° view of the customer while unifying all service channels in one place. Its automation and AI tools streamline case management, improving both agent efficiency and customer satisfaction.
What do you dislike about the product?
One drawback of Salesforce Service Cloud is its complexity — it can be overwhelming for new users and requires careful configuration to fully leverage its capabilities. Additionally, customization and licensing costs can add up quickly, making it less accessible for smaller organizations.
What problems is the product solving and how is that benefiting you?
Advisor CRM and service
Service cloud for case management
What do you like best about the product?
Some of the best aspects of Salesforce Service Cloud include:
- *Omnichannel Support*: Seamless customer experience across channels
- *AI-Powered Chatbots*: Automate routine tasks, freeing up agents for complex issues
- *Personalized Customer Experience*: 360-degree view of customer data for tailored support
- *Efficient Case Management*: Streamlined workflows and automation for faster resolutions
- *Scalability and Flexibility*: Adapts to growing customer bases and evolving needs
- *Integration with Salesforce Ecosystem*: Unified platform for sales, marketing, and service
These features enable businesses to deliver exceptional customer experiences, improve efficiency, and drive growth.
- *Omnichannel Support*: Seamless customer experience across channels
- *AI-Powered Chatbots*: Automate routine tasks, freeing up agents for complex issues
- *Personalized Customer Experience*: 360-degree view of customer data for tailored support
- *Efficient Case Management*: Streamlined workflows and automation for faster resolutions
- *Scalability and Flexibility*: Adapts to growing customer bases and evolving needs
- *Integration with Salesforce Ecosystem*: Unified platform for sales, marketing, and service
These features enable businesses to deliver exceptional customer experiences, improve efficiency, and drive growth.
What do you dislike about the product?
Salesforce Service Cloud offers *omnichannel support*, *AI-powered chatbots*, and *personalized customer experiences* for exceptional service.
What problems is the product solving and how is that benefiting you?
Allowing to establish Omni channel to receive complainants from internal users
Efficient and Insightful, but Costly and Complex: My Experience with Salesforce Service Cloud
What do you like best about the product?
What users like best about Salesforce Service Cloud are its efficiency and productivity through features like a central dashboard and case automation, its 360-degree view of the customer for personalized support, omnichannel communication capabilities, and AI-powered tools that streamline tasks and provide insight
What do you dislike about the product?
Dislikes about Salesforce Service Cloud often center on its high cost, steep learning curve, and complexity
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems like fragmented customer data, slow response times, and inconsistent service by providing a unified platform for customer interactions across multiple channels
Great Omni-Channel Routing, but Add-On Costs Are Frustrating
What do you like best about the product?
Omni channel routing for out agents workload
What do you dislike about the product?
Costs and licenses from the different add on packages
What problems is the product solving and how is that benefiting you?
First call time resolution
Customizable Yet Complex for Life Sciences
What do you like best about the product?
I really appreciate how interconnected everything is with Salesforce Service Cloud, allowing us to manage most of our end-to-end activities efficiently. I also find the built-in dashboards and reports incredibly useful, as they provide valuable insights to our customers.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud quite challenging due to the necessity for extensive customization. This particularly pertains to our life sciences company where the product needs to cater to made-to-order items. The setup process required us to implement a significant amount of customization to align with our specific product needs.
What problems is the product solving and how is that benefiting you?
I appreciate being able to conduct most of our end-to-end activities seamlessly due to the interconnectedness within Service Cloud, enhancing operational efficiency.
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