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.
Easy Setup and Omni-Channel Integration, but Interface Needs Improvement
What do you like best about the product?
Easy to configure, easy to use, interconnected with other applications. Allows my organization to enable Omni-channel.
What do you dislike about the product?
Interface can use an uplift. Easy to “clutter”.
What problems is the product solving and how is that benefiting you?
Where is my order, create an order
Great Data Integration, but Workflow Limitations
What do you like best about the product?
The data integration features are impressive, and it's easy to connect with our source systems.
What do you dislike about the product?
The workflow limitations and outdated approval processes provided out of the box are disappointing.
What problems is the product solving and how is that benefiting you?
Data structure
Boosted Response Quality, but Pricey and Complex Setup
What do you like best about the product?
Salesforce Service Cloud has helped our company improve our response rate as well as the quality of our responses.
What do you dislike about the product?
Can be expensive and difficult to configure if you aren’t sure what you’re doing.
What problems is the product solving and how is that benefiting you?
We use it to help direct our clients to the right solution at the right time
Perfectly Smooth Setup, Elevates Customer Relationships
What do you like best about the product?
I really like how easy and straightforward it is to work with Salesforce Service Cloud. The installation process is smooth, and using it speeds up the resolution of cases, which significantly improves my customer relationships. The Knowledge and Agent workspace features effectively support my everyday tasks, enabling my agents to respond faster.
What do you dislike about the product?
Everything
What problems is the product solving and how is that benefiting you?
I find the product speeds up case resolution and enhances customer relationships, benefiting my daily work.
Great Customization Options for Our Business Needs
What do you like best about the product?
Customization for our business case lets us use what we need
What do you dislike about the product?
Setup and distribution is not time consuming than I would prefer with already using sales cloud
What problems is the product solving and how is that benefiting you?
Task management for complaint tasks
Challenging Setup, But Effective for Customer Retention
What do you like best about the product?
I appreciate the voice aspects of Salesforce Service Cloud, which I find very useful. The ability to have assistance and agents effectively working within the system enhances our customer service capabilities. Its contribution to solving customer service challenges and enhancing client retention significantly benefits our operations.
What do you dislike about the product?
I found the initial setup of Salesforce Service Cloud to be challenging. Since it was a new product to us, we didn't understand it well initially. We had to work closely with consultants to figure things out and get the software set up properly, particularly integrating it with the existing Salesforce implementation we already had. This process was not straightforward and required a fair bit of effort and external assistance.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to solve customer service issues and increase client retention, benefiting me by effectively managing customer interactions.
Comprehensive Contact Center Solution with No Downsides
What do you like best about the product?
End to end contact center automated and integrated solution
What do you dislike about the product?
Nothing to dislike about product. I used based to advanced all versions
What problems is the product solving and how is that benefiting you?
Contact center transformation and upsell and cross sell, CSAT etc
Streamlined Setup and Effective Email-to-Case Integration
What do you like best about the product?
I find setting up Salesforce Service Cloud easy, getting it operational within three weeks. The chat functionality stands out as the best feature. Additionally, the usage of email to case functionality benefits support agents on the Exchange Cloud, enhancing customer support operations efficiently.
What do you dislike about the product?
Nothing
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud's email to case functionality and chat features enhance agent efficiency and improve client communication.
Great Usability, But Lacks Recent Improvements
What do you like best about the product?
Easy to use and seamless experience end to end
What do you dislike about the product?
Not much improvement in the last few releases
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer data, automates case handling, and unifies all support channels. It helps solve slow response times, fragmented information, and inconsistent service. The main benefits are faster case resolution, improved customer satisfaction, higher agent productivity, reduced costs, and better visibility through analytics.
Powerful Integration, Needs Easier Setup
What do you like best about the product?
I find the integration of Salesforce Service Cloud within our ecosystem incredibly valuable. It bridges the gap between customer data and support systems, ensuring seamless data flow and resolution. The integration with Slack and the ability to maintain comprehensive user records significantly enhance our operations, leading to faster resolutions and better understanding of issues.
What do you dislike about the product?
I find that setting up Salesforce Service Cloud is always somewhat difficult. It's not exactly the most straightforward solution to set up. Everyone has different needs and configurations, which usually require a hefty amount of resources to implement and integrate the relevant components. It is crucial to have people with the relevant technical skills and capabilities. Additionally, I would love to see improvements in implementation and quicker time to value. Simplification of the process would enhance my experience significantly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud centralizes customer data, enhancing our technical support by bridging gaps and eliminating data silos, facilitating quicker resolutions and better experiences.
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