Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Simple and User-Friendly, No Complaints
What do you like best about the product?
Easy to use and can get started in few days.
What do you dislike about the product?
Cost and be very expensive and some times require other modules and professional help.
What problems is the product solving and how is that benefiting you?
Case management
Powerful CRM with Excellent Customization, but Steep Learning Curve and High Costs
What do you like best about the product?
360° Customer View: Having all interactions, opportunities, and account details consolidated in one place really streamlines relationship management and makes everything feel more organized. Customization & Automation: With tools such as Flow, Process Builder, and custom objects, you can adapt workflows to your needs and automate routine tasks, which saves time and effort. Reporting & Dashboards: The analytics capabilities are impressive, with real-time dashboards providing clear visibility into your pipeline, performance, and forecasting.
What do you dislike about the product?
The platform offers a lot of power, but it isn't always intuitive. For newcomers, the sheer volume of features, settings, and specialized terms can be overwhelming. While the high degree of customization is a strength, it can also result in cluttered interfaces, inconsistent data, or technical debt that becomes difficult to manage over time. Costs can escalate quickly due to licensing, add-ons, and implementation fees, which may be a particular concern for smaller teams. Additionally, if your organization handles large amounts of data or relies heavily on automation, dashboards and reports may experience slow loading times.
What problems is the product solving and how is that benefiting you?
Customer information is often fragmented, with data scattered across emails, spreadsheets, and various tools. This makes it challenging for service agents to access a complete view of each customer's history. Service Cloud addresses this by bringing together all customer interactions—whether by phone, chat, email, or social media—into a single, unified platform. As a result, agents gain a comprehensive 360° view of the customer, which allows them to deliver faster and more personalized service.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
Case resolution can also be slow when there is no automation in place, as routing and resolving cases becomes time-consuming. With Service Cloud, automated workflows, intelligent case routing, and AI-driven recommendations through Einstein AI help streamline these processes. This ensures that cases are directed to the right agents more quickly, reducing resolution times and boosting customer satisfaction.
Another challenge is the inconsistency in customer experience, as different agents may handle similar issues in varying ways. Service Cloud helps standardize support by providing macros, knowledge bases, and guided workflows, ensuring that customers receive consistent, high-quality service every time.
For simple issues, customers often have to reach out to support, which can be inefficient. Service Cloud offers self-service portals, chatbots, and knowledge bases, empowering customers to resolve issues on their own and reducing the overall support volume.
Finally, team collaboration can be inefficient when support agents, sales, and field teams operate in silos. Service Cloud integrates with Salesforce Sales Cloud, Slack, and other tools, enabling seamless collaboration. This integration allows teams to share insights and work together more effectively to resolve customer issues.
I am using it in Japan.
What do you like best about the product?
Using Service Cloud, we can centrally manage user information, and it is very easy to use and very good.
What do you dislike about the product?
I basically find it easy to use and very convenient. There aren't many usability issues that concern me.
What problems is the product solving and how is that benefiting you?
Connecting users who have opened accounts with employees.
Great for Team Organization, but Steep Learning Curve for New Users
What do you like best about the product?
It helps keep our team organized and effective
What do you dislike about the product?
new users can have a learning curve but it’s great
What problems is the product solving and how is that benefiting you?
Keeping our team organized and on the same page
Great for Team Organization, but Automation Setup Can Be Tricky
What do you like best about the product?
It helps teams respond faster and stay organized with all customer info in one view
What do you dislike about the product?
Some setups can get complex, especially when configuring automation or routing rules
What problems is the product solving and how is that benefiting you?
It makes it easier to keep track of customer requests and respond quicker everything’s in one place
Product Manager
What do you like best about the product?
Analytics and reporting and streamlined capabilities
What do you dislike about the product?
Complexity and learning curve for new admins
What problems is the product solving and how is that benefiting you?
Customer management effeciency
Flexible Integration with a Steep Learning Curve
What do you like best about the product?
Service Cloud enables us to integrate smoothly with a range of different tools and can be tailored to suit various aspects of our business, all while preserving a consistent global framework.
What do you dislike about the product?
The learning curve can be quite steep, and it demands that we have experts and sufficient resources available who are prepared to delve deeply in order to make it effective for our users.
What problems is the product solving and how is that benefiting you?
How can we integrate our customer service and technical support to create a smooth, unified experience for our customers?
Great for Centralizing Customer Interactions, but Limited Global Voice Access
What do you like best about the product?
This tool enables us to bring together all our customer interactions from various platforms, including email, phone, live chat, and even WhatsApp.
What do you dislike about the product?
As a global organization, we have found that Service Cloud Voice does not currently provide access in every country. This limitation has been a challenge for our international operations.
What problems is the product solving and how is that benefiting you?
It has made it easier for us to track our interactions with members.
Great Support from Helpful Agents, No Dislikes So Far
What do you like best about the product?
The agents that help you is very user friendly
What do you dislike about the product?
I haven't seen anything i dislike at the moment
What problems is the product solving and how is that benefiting you?
Getting to ticket information faster and providing detailed insights
Flexible Maintenance Management, but Dispatcher Needs Improvement
What do you like best about the product?
We selected this solution due to the outstanding flexibility it provides in organizing and overseeing our technicians' maintenance tasks.
What do you dislike about the product?
We use it for field service, but I've found that the dispatcher feature isn't as well optimized or as flexible as the other parts of the system.
What problems is the product solving and how is that benefiting you?
Covers the entire maintenance cycle, whether it's scheduled or reactive.
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