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.
Great Case Management, But Email Integration Needs Improvement
What do you like best about the product?
We use case management for internal and field support case for implementation, presale support and customer support
What do you dislike about the product?
How to manage email to case better so that they are saved in the unique case
What problems is the product solving and how is that benefiting you?
Handling sales support
Great for Organization, but Features Can Be Confusing
What do you like best about the product?
It helps us keep all our information well-organized and easy to access.
What do you dislike about the product?
Sometimes, it can be difficult to figure out which feature is the most appropriate to use.
What problems is the product solving and how is that benefiting you?
Having access to the history of member interactions is valuable. It allows me to better understand past communications and track ongoing conversations, which helps in managing relationships more effectively.
Great CTI and Omnichannel Features, No Complaints
What do you like best about the product?
Cti, omnichannel, and other interesting thinkgs
What do you dislike about the product?
Nothinching in especial, may be the price of licences
What problems is the product solving and how is that benefiting you?
No problems at all
Efficient Omnichannel, Challenging Configuration
What do you like best about the product?
I appreciate the omnichannel capability that Salesforce Service Cloud offers, as it allows us to serve all our customers on a single platform, centralizing the entire process. Once configured, the system is very easy to use, which has improved efficiency in the call center department.
What do you dislike about the product?
The configuration of Salesforce Service Cloud was very difficult and problematic, as there was a lot of struggle to find a good partner in Mexico, which resulted in the loss of an entire year just in configuration. Additionally, it was complicated to set up the call center users and understand what was feasible to do and what was not. This initial challenge reflects the need for a more user-friendly setup.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to achieve omnichannel capabilities in the call center, consolidating customer service on a single platform and improving efficiency. Once set up, it is very easy to use.
Great Customizability to Fit Business Needs
What do you like best about the product?
Customizability that can be achieved to meet specific business needs
What do you dislike about the product?
Omni Channel routing engine and Enhanced Chat inestability
What problems is the product solving and how is that benefiting you?
Provide support to internal customers with everyday processes
Fast and Personalized Support with Sales Service Cloud
What do you like best about the product?
The best service about sales service cloud is to deliver fast and personalised customer support
What do you dislike about the product?
Its high cost and licensing is difficult
What problems is the product solving and how is that benefiting you?
Faster and efficient customer support
Great Case Management Features
What do you like best about the product?
Case management features are great. Can create several routing rules
What do you dislike about the product?
Not very customizable; stricter structure
What problems is the product solving and how is that benefiting you?
It helps us route cases to the right teams
Efficient Automation with Room for UI Improvement
What do you like best about the product?
I appreciate Salesforce Service Cloud for the view it provides of all customer interactions, helping me understand customer context and their issues better. The automation and case management features are particularly useful for my work in retail sales. Additionally, setting up the system was quick and straightforward, making the onboarding process easy. These aspects make Salesforce Service Cloud an efficient tool that I am likely to use again.
What do you dislike about the product?
I would like Salesforce Service Cloud to look a little better.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to get a complete view of customer interactions, which helps me understand their context and address issues effectively.
Easy Setup and User-Friendly Reporting with Salesforce
What do you like best about the product?
It's very easy to configure and use. For instance, the head of the department for whom the solution was implemented can easily set up reports and quickly find support from Salesforce.
What do you dislike about the product?
At times, it seems that the processes for the service club do not provide access to certain subjects, and we are required to purchase additional clouds, such as Health Cloud, to gain access to specific features or objects. It would be much better if these features were bundled together, making access more seamless.
What problems is the product solving and how is that benefiting you?
With SC, we can efficiently review IVF applications submitted by patients and make adjudication decisions. The addition of Experience Cloud is a significant advantage.
Great Cloud Connectivity, but Pricey
What do you like best about the product?
I was able to connect to all the clouds on Salesforce, which I found to be excellent.
What do you dislike about the product?
The licence price feels quite high for smaller customers.
What problems is the product solving and how is that benefiting you?
Help manage the customer service and solve issues faster
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