Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great for Case Management
What do you like best about the product?
It makes it easy to manage cases and set up complex automations
What do you dislike about the product?
Like any platform it’s hard to get users engaged
What problems is the product solving and how is that benefiting you?
It’s helping us with tracking cases, which in turn helps gather necessary insights for leadership reporting and visibility
Great 360 Customer View for Service Agents
What do you like best about the product?
The ability to give a customer service agent a 360 view of the customer.
What do you dislike about the product?
I don’t have a dislike. I like the tool.
What problems is the product solving and how is that benefiting you?
As the product owner I have the ability to provide capabilities to our customer service teams to assist our customers with a holistic view and provide insights into our customer needs and feedback.
Consistent Service, but Customization Can Be Challenging
What do you like best about the product?
Consistency in service delivery and client experience across products and teams
What do you dislike about the product?
Sometimes the level of customization required to reflect our processes and client experience standards
What problems is the product solving and how is that benefiting you?
Scale and consistency
Integration with Amazon Connect and Glia
Integration with Amazon Connect and Glia
Efficient CRM with Room for Improved Debugging
What do you like best about the product?
I find Salesforce Service Cloud's service and features to be very satisfying, supporting our banking customers effectively. It smoothly handles service requests and assigns them to the appropriate stakeholders, enhancing our operations. The dashboard and reporting capabilities are particularly beneficial, offering clear insights into service requests and their status. I also appreciate its ability to easily track opportunities and customize page layouts, which simplifies data entry and enhances productivity. The Salesforce Flow feature stands out for its ease of use and adaptability in accommodating new business requirements with minimal coding.
What do you dislike about the product?
I find the debugging capabilities lacking in Salesforce Service Cloud. There's a need for better debugging tools that allow for easier and faster debugging of our code, which would significantly reduce the time spent on development.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud efficiently manages service requests in banking, assigning them correctly and providing robust dashboards and reporting. It simplifies tracking opportunities, allows user-friendly page layout creation, and facilitates easy business requirement adaptation with minimal coding.
Powerful Customer Support Platform, but Complex to Customize
What do you like best about the product?
I like that Salesforce Service Cloud centralizes customer interactions in one place, making it easier to provide fast, personalized support. The automation and reporting tools also help streamline workflows and give valuable insights into service performance.
What do you dislike about the product?
While Salesforce Service Cloud is powerful, it can sometimes feel overly complex. Customization and configuration often require significant time and technical expertise, and without proper governance it’s easy for processes or data models to become inconsistent.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer interactions in one centralized place, ensuring that cases don’t get lost and responses are faster. Automation features like case routing and knowledge articles reduce manual work, while reporting and dashboards provide visibility into trends and performance. This has improved efficiency, consistency, and the overall customer experience.
Robust & Customizable, But Setup Can Be Tricky
What do you like best about the product?
I appreciate Salesforce Service Cloud's robust and customizable nature, allowing it to efficiently support our clients. The Omni-channel case routing is particularly valuable, as it enables us to route emails, phone calls, and community cases effectively. Leveraging Salesforce's Lightning Knowledge also benefits us by providing essential information to our agents and customers.
What do you dislike about the product?
I find the setup process of Salesforce Service Cloud quite challenging, especially because it demands a detailed understanding of complex Salesforce processes. This complexity can make the initial setup tricky and often requires having a skilled partner to assist, particularly when dealing with intricate features like omnichannel routing and service cloud voice.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to effectively support clients through omni-channel routing and leverage Salesforce's Lightning Knowledge for improved agent and customer information, enhancing overall customer support operations.
Efficient Case Management and Support with Salesforce Service Cloud
What do you like best about the product?
I like that Salesforce Service Cloud makes it easy to manage customer cases, automate workflows, and provide quick, personalized support—all in one platform.
What do you dislike about the product?
Sometimes it can feel a bit complex to set up and customize, especially for new users or small teams without technical support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us manage customer inquiries efficiently by keeping all cases, interactions, and history in one place. This improves response time, enhances customer satisfaction, and makes team collaboration much easier.
Great
What do you like best about the product?
Easy to navigate and all information in one area
What do you dislike about the product?
I dont have anything to add on to this area
What problems is the product solving and how is that benefiting you?
Nothing
Great Case Management, But Missing ITMS Features
What do you like best about the product?
Case management feature and knowledge articles.
What do you dislike about the product?
Looking for ITMS features. Which will helps to the customers to achieve their needs.
What problems is the product solving and how is that benefiting you?
All the cases which our employees raise.
Great for Tracking Cases, but Release Notes Lack Detail
What do you like best about the product?
I am able to track and monitor cases as well as service requests.
What do you dislike about the product?
There is not enough information provided in the release notes.
What problems is the product solving and how is that benefiting you?
Enhances business insight and boosts operational efficiency.
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