Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Streamlined Service Operations, but Extra Features Cost More
What do you like best about the product?
It made it possible to streamline the entire service sector of the business.
What do you dislike about the product?
Nothing as of now but many features are enabled with additional licenses and cost.
What problems is the product solving and how is that benefiting you?
It is helping route the cases efficiently to the right skilled agent and enabling agentforce is helping reduce the workload of the service agents
Promising Solution for Service Teams, but Cost Is a Concern
What do you like best about the product?
It seems to me to have the potential to solve various issues for our service team. Eliminating hello tickets could be so time saving.
What do you dislike about the product?
Cost could be a big problem for our team
What problems is the product solving and how is that benefiting you?
Getting rid of help tickets
Efficient and User-Friendly, but Adoption May Be a Challenge
What do you like best about the product?
Easy to use and and efficient for business users
What do you dislike about the product?
At the moment, I don't see any real downsides except for the issue of adoption.
What problems is the product solving and how is that benefiting you?
Lack of visibility
Great Integration and AI Tools, but Needs Better Workforce Management Features
What do you like best about the product?
Interconnectivity between other SFDC products. Need to end visibility of data to help improve the customer experience. Ability to leverage existing AI tools to make the employee experience raiser. As well as access to a wide array of third party applications which can compliment your individual need.
What do you dislike about the product?
I have not found many options to leverage workforce management tools to boost productivity and provide insight into agent utilisation. Additionally, I would like to be able to measure response rates for all email interactions, not just first response and full case cycle time.
What problems is the product solving and how is that benefiting you?
Visibility into customer communications and our ability to service customers more seamlessly. We leverage customer touch points and voice of customer pillars to then drive improvements and prioritise projects which matter most to the customer.
Efficient Centralization with Salesforce Service Cloud
What do you like best about the product?
I appreciate the centralization of information in a single system, which greatly facilitates customer service by having the entire case history in one place. The simplicity of Salesforce is fundamental, making it easy to use, and Trailerhead is a valuable resource. The migration was smooth and had no complications for my team. I like the integration with other clouds such as Financial Service Cloud, Marketing Cloud, and Tableau, which enhances digital engagement. I believe these features increase my efficiency in customer service.
What do you dislike about the product?
I think the price could be a little lower to make the tool viable for smaller businesses and companies. Currently, it is not possible for smaller companies to scale with the current cost.
What problems is the product solving and how is that benefiting you?
I centralize information in a single system, facilitating customer service by quickly accessing the complete history of occurrences.
Great Platform Integration, but Data Duplication Issues
What do you like best about the product?
I appreciate the integration available across different platforms, as well as the potential for omnichannel support.
What do you dislike about the product?
The data is clean, but there are still duplicated entries, which makes it difficult to identify and correct them.
What problems is the product solving and how is that benefiting you?
The unified dashboard brings all customer information together in one place, making it easy to follow up and provide service.
Great Fit and Ease of Use, but UX Can Be Confusing
What do you like best about the product?
Easy and overall fit for purpose and there is clear interface
What do you dislike about the product?
Sometimes is not clear the UX as a new user
What problems is the product solving and how is that benefiting you?
Provide CX to our customers
Great for Tracking Service Activities, But Reporting Tools Need Improvement
What do you like best about the product?
Ability to track and report all service activities
What do you dislike about the product?
Our reporting tools aren’t great. Need integration with tableau
What problems is the product solving and how is that benefiting you?
Tracking instrument repairs and time to close
Effortless Setup, Enhances Team Efficiency
What do you like best about the product?
I find Salesforce Service Cloud easy to set up, which facilitated a smooth start for our team. I appreciate its efficient team management capabilities, enabling us to track tasks and streamline agent workflows, ultimately enhancing customer service delivery. The contact center features, allowing customer communication through email and text messaging, are particularly useful in our operations.
What do you dislike about the product?
I dislike the limited out-of-the-box solutions available for specific industries.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to efficiently manage my customer service team, track tasks, and quickly handle customer cases.
Great Task Management and Channel Flexibility, but CTI Voice Issues
What do you like best about the product?
You have the ability to manage call center agents' tasks with a high level of granularity, and you can also enable various contact channels as needed.
What do you dislike about the product?
At times, the service's voice CTI transcoding does not function as well as expected.
What problems is the product solving and how is that benefiting you?
Reduce time resolution
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