Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Centralized Case Management Makes a Big Difference, Setup Worth the Effort
What do you like best about the product?
Centralized case management! This is a powerful way to see all inquiries for your company
What do you dislike about the product?
There is some setup but it’s worth the effort!
What problems is the product solving and how is that benefiting you?
Case management and capacity management for my team
Great and needs more frequent updates
What do you like best about the product?
It definetly helps for service cases and it’s a lifesaver
What do you dislike about the product?
Wait for new features for the wait and their release cycle
What problems is the product solving and how is that benefiting you?
Deal flow
Great Case Management, Few Drawbacks
What do you like best about the product?
I think the case management is really awesome.
What do you dislike about the product?
The platform is robust but can feel restrictive at times
What problems is the product solving and how is that benefiting you?
We use it for case management.
Seamless Integration, Valuable Metrics, Pricey Investment
What do you like best about the product?
I appreciate how seamlessly Service Cloud integrates with our existing Salesforce data, making it easy to set up. The ticketing system is invaluable, allowing us to track all client issues in one space and measure various metrics effectively, which greatly enhances our service management. The AgentForce feature is particularly useful, coupled with the chat functionality, providing significant benefits to our operations.
What do you dislike about the product?
I find the cost of Salesforce Service Cloud to be a significant downside. It's expensive and could be a deterrent for recommending it to others.
What problems is the product solving and how is that benefiting you?
Service Cloud centralizes ticket management, provides metrics on ticket volume and efficiency, and is essential for handling large-scale client issues.
Great for Tracking Service Requests, but Intimidating for New Users
What do you like best about the product?
I like being able to track my service requests and be able to find previous issues that are similar to fix current ones
What do you dislike about the product?
It can be intimidating for someone new to the platform
What problems is the product solving and how is that benefiting you?
Kind of like a knowledge base of issues that are happening or have happened in the past
Solid Experience Despite Initial Challenges
What do you like best about the product?
I appreciate that Salesforce Service Cloud started benefiting our business immediately, having a super impactful effect. The platform makes everyone happy with its implementation. I find the case management feature most important for us as it greatly facilitates our work. Additionally, it helps us centralize and streamline customer service interactions, which is crucial for our needs.
What do you dislike about the product?
I find the onboarding process needs improvement to ensure smoother usage and higher acceptance rates among users. Initially, setting up and using Salesforce Service Cloud was challenging because no one knew how to use or implement it effectively.
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud centralizes and streamlines customer service interactions, benefiting our business immediately and impacting us positively.
Great Channel Variety, but Messaging Session Is Overly Complex
What do you like best about the product?
The wide range of channels available makes it fantastic for setting up support across all of them.
What do you dislike about the product?
It seems too complex, especially the messaging session
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues for our client
Intuitive Platform, but Cloud Limitations for Some Use Cases
What do you like best about the product?
The platform is highly intuitive, making it easy for Service users to carry out their responsibilities.
What do you dislike about the product?
There are occasions when the cloud does not fully address our company's requirements.
What problems is the product solving and how is that benefiting you?
The case management feature is useful and helps keep everything organized. It makes handling cases more efficient and straightforward.
Boosted Efficiency and Productivity with Real-Time Insights
What do you like best about the product?
Increased efficiency and productivity through process automation and realtime insights
What do you dislike about the product?
Cost, learning curve and complex for small and simple use cases
What problems is the product solving and how is that benefiting you?
Resolves common sales challenges by centralizing information and automating tasks
Service Cloud: Excellent Tool for Contact Centre Responses
What do you like best about the product?
service cloud helps with contact centre responses
What do you dislike about the product?
nothing - it’s a great tool to have for the org
What problems is the product solving and how is that benefiting you?
it helps resolve friction between customer and the org
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