What do you like best about the product?

We are able to create custom record types for different kinds of services, including Technical Support and Professional Services with different key fields and user interfaces, while having similar backend data to make report creation simpler and more consistent.

We were able to self-implement Service Cloud with minimal assistance, but when we ran into issues the Salesforce customer support team provided excellent support and guidance.

What do you dislike about the product?

The biggest complaint we have had from users is the inability to color code list views, but that is a small trade-off and with the way we are able to present cases to users, this has not been a major issue.

What problems is the product solving and how is that benefiting you?

The framework of Service Cloud allows us to reduce time spent on repetitive activities via automation and re-use of existing data, while simplifying the administrative load by allowing most customization tasks to be completed without using code.

What do you like best about the product?

The system are easy to use and focus in sales and relationship.

What do you dislike about the product?

Maybe has many functions wich can be confuse for the final user.

What problems is the product solving and how is that benefiting you?

Customer Centricity Support

What do you like best about the product?

Live Agent/Omni Channel and all the platforms of Customer Service department which service cloud offers

What do you dislike about the product?

Routing and Performance issues when the flow is high and multiple users tries to reach out at same time.

What problems is the product solving and how is that benefiting you?

It is helping our customer service team to provide resolution to our customer easily and timely manner

What do you like best about the product?

Ease of use and Implementation. There are a lot of fuatures.

What do you dislike about the product?

Salesforce is pricely for small non profit.

What problems is the product solving and how is that benefiting you?

We use Service Cloud in our contact center and it helps us to keep record of all interaction with our customer. The reporting features allows us to fullfill partners requirements for reporting.

What do you like best about the product?

From a management standpoint, I sincerely like the fact that we can customize just about every aspect of the format of accounts and opportunities. Being able to take these custom fields and carve our reports specific to my needs has made my life much easier when it comes to understanding the effectiveness of our team.

Additionally, leveraging the extensive integrations into our other tools have made our salesforce instance usable daily and simplified our tools and training of the implementation across our team. If you ever run into an issue, the customer support is pretty top-notch as well.

What do you dislike about the product?

Pricing can get up there depending on the add-ons you opt to use, such as the AI functionality. The default formatting of the cases leaves much to be desired, but with some determination, this format can be configured as well.

What problems is the product solving and how is that benefiting you?

Streamlining all of our client facing communications and leveraging cases allows us to stay organized and understand areas of improvement.

What do you like best about the product?

Fast and Best Service, Customer support ...

What do you dislike about the product?

I think Salesforce should decrase some fees or charges...

What problems is the product solving and how is that benefiting you?

Salesforce Service Cloud helps me address customer needs effectively, improve operational efficiency, and ultimately drive customer satisfaction and loyalty.

What do you like best about the product?

Salesforce Service Clour is very user firendly and reliable.

What do you dislike about the product?

Sometimes it is hard to get to the right person/ support group when having an issue

What problems is the product solving and how is that benefiting you?

Contact Managment

What do you like best about the product?

Seevcie cloud brings everyhing i need togetehr to provide a great customer service

What do you dislike about the product?

I have not come across any downsides as of yet

What problems is the product solving and how is that benefiting you?

Service cloud provides a quick easy overview of all custoerm information in one place

What do you like best about the product?

List, Kanban and Split view for the support agent to work with is really a good user expereience.
Most out of the box functionality without mustomisations to implementation,

What do you dislike about the product?

Coulmn headers in list view limit to 15 and cannot change or rename the case number field

What problems is the product solving and how is that benefiting you?

complaints from the end customer is directly routed to a support agent and resolution is faster

What do you like best about the product?

Here's a draft for your review of Salesforce Service Cloud, highlighting its strengths and how it can benefit teams through case management, automation, routing, and integrations:

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Salesforce Service Cloud Review

Salesforce Service Cloud has been transformative for our case management and customer service processes. Its robust set of features has enabled us to manage and automate a wide range of use cases, making it a go-to solution for improving efficiency and customer satisfaction. Here are some key highlights:

1. Comprehensive Case Management: Salesforce Service Cloud provides a powerful case management system that streamlines case handling from start to finish. Its automation capabilities ensure that cases are assigned, tracked, and resolved efficiently, improving our team’s response time and ensuring that nothing slips through the cracks.

2. Timely Escalation:One standout feature is the escalation management system. The platform allows us to set predefined rules for escalation, ensuring that cases receive timely attention at various stages. This feature has been critical in maintaining service quality and meeting SLAs, especially for high-priority issues.

3. Skill-Based Routing:Service Cloud's skill-based routing helps us assign cases to the right team members based on their expertise. This not only enhances the speed and quality of case resolution but also reduces the workload for team members by ensuring they’re working on cases aligned with their strengths.

4. CTI and Call Center Integration:Service Cloud integrates seamlessly with CTI and call center systems, making it easy for agents to access relevant case information during customer interactions. This integration has significantly improved our agents' ability to handle cases efficiently, as they have all necessary data on hand in real-time, leading to quicker and more informed responses.

5. Slack Integration for Collaboration: The integration with Slack has been a game-changer for team collaboration. Agents and team members can discuss cases, share insights, and coordinate tasks directly within Slack. This has accelerated our internal communication and improved the overall flow of information within the team.

6. Ease of Use and Scalability: Finally, Salesforce Service Cloud is user-friendly, with an intuitive interface and straightforward customization options. The platform grows with our business, allowing us to scale our support operations as we expand without facing limitations.

Overall, Salesforce Service Cloud has provided us with an efficient, scalable, and customizable solution for our customer service needs. It has enabled our team to respond faster, collaborate better, and serve our customers more effectively.

What do you dislike about the product?

One drawback, however, is that Service Cloud is sometimes too case-centric. Certain features are highly dependent on the Case object, which can limit flexibility and lead to technical debt when building around a single object. A more balanced approach, where out-of-the-box features also consider other related objects, would make it even more adaptable to diverse business needs and reduce dependencies.

What problems is the product solving and how is that benefiting you?

Managing Cases, Routing cases to the right person, Manage the SLA to showcase the call center productivity to the higher management