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 Integration Potential, but Core Process Challenges Remain
What do you like best about the product?
How can I integrate the various processes for my business and enhancement them
What do you dislike about the product?
Up to now, we have encountered some challenges with a few core processes, but our vendor is making efforts to assist us.
What problems is the product solving and how is that benefiting you?
This tool allows me to clearly view the workflow of processes, which helps improve and develop my technical skills.
Comprehensive Solution with Salesforce, Information Challenges
What do you like best about the product?
I like how Salesforce perfectly adapts to our organization's processes, improving efficiency and human resources through advanced technology. I appreciate the automation and standardization of processes, as well as the parameterization functions that support areas such as security, finance, and legal, making the platform a comprehensive solution. I also value Salesforce's ability to integrate with other tools like Tableau and SAP, which helps us automate processes and reduce human errors.
What do you dislike about the product?
I feel that Salesforce Service Cloud lacks more comprehensive and digested information about its functionalities. This insufficiency limits me from fully exploiting the tool and taking advantage of everything it offers. During the expo in San Francisco, I was able to see the large number of available functionalities, which made me realize that there is a notable lack of access to this information in a clear and structured manner. Additionally, during the implementation of Salesforce, we have encountered some resistance from people to adopt new technologies and digital processes, which has further complicated the integration process.
What problems is the product solving and how is that benefiting you?
I use Salesforce to automate processes, minimize human errors, improve human resource efficiency, and align call center processes, which will boost the organization's future profits.
Absolutely Love Everything
What do you like best about the product?
The host of features that service cloud has
What do you dislike about the product?
More interactive reports and dashboards.
What problems is the product solving and how is that benefiting you?
Managing the licenses renewals
Great New Agentforce Features in Service Cloud
What do you like best about the product?
I like the new agentforce capabilities that come with service cloud
What do you dislike about the product?
Things are always moving around , what might have been a feature at one place will be moved somewhere else in the next few months
What problems is the product solving and how is that benefiting you?
We are not using all service cloud features affectively in my company. We dont have a service agents at our end yet
Great Case Management and Omnichannel Features, No Complaints
What do you like best about the product?
Case management with omnichannel capabilities
What do you dislike about the product?
Call center solution is missing which can be really helpful
What problems is the product solving and how is that benefiting you?
Customers request management
Empowers Remote Work with Ease, Minor KB Limitations
What do you like best about the product?
I love how Salesforce Service Cloud allows a call center to shift to remote operations swiftly, within about ninety days. The ease of implementation, especially in a remote setting, made the transition smooth and effective. I find leveraging the service case console, knowledge base, and the easy integration with telephony providers incredibly useful. Moreover, the ability to unify data and analytics for reporting is a significant advantage.
What do you dislike about the product?
I find the knowledge base within Salesforce Service Cloud to be somewhat limited in its context search capability, which affects its ability to find very specific information.
What problems is the product solving and how is that benefiting you?
I find the product enables our call center to operate remotely within 90 days and integrates easily, ensuring effective data reporting, making business transitions smooth.
Business Booster with Initial Challenges
What do you like best about the product?
I appreciate that Salesforce Service Cloud offers us extensive possibilities for improvement and scalability, allowing us to implement effectively in our 24/7 contact center. It has provided us with visibility and peace of mind in our daily operations. The scalable and standardized platform with useful tools helps us grow in the market with ease. The ability to integrate data with tools like Tableau adds great value to our processes, while easy access to data and the ability to grow our business in a scalable way are fundamental aspects.
What do you dislike about the product?
It was not easy to make the switch from a highly customized platform to a more standard one. Cleaning the data was a major challenge.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our service traceability, provides a scalable and standardized platform, generates data for better decisions, and facilitates integrations with tools like Mealsoft and Tableau, adding value to our processes.
Great All-in-One Platform, but Telemetry Add-Ons Are Frustrating
What do you like best about the product?
Being able to consolidate sales, support and a customer portal in one platform.
What do you dislike about the product?
Some telemetry features should be included in the license. I don't understand why we need to pay an add on for that (Platform shield) to keep track of case access
What problems is the product solving and how is that benefiting you?
Consolidating support, sales and self-service in one platform.
Developer review of service cloud
What do you like best about the product?
I like Salesforce Service Cloud because it provides a powerful, unified platform for managing customer support efficiently. It combines case management, automation, and real-time collaboration in one place, which streamlines how teams work and respond to customers.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and feature-rich platform, the cost can be quite high, especially when scaling to larger teams or requiring multiple add ons. Licensing differences between Platform and Full Service Cloud users also introduce limitations, particularly around case and account management.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve the challenge of managing customer support efficiently across multiple channels. It brings together cases, emails, chats, and calls into one unified system, ensuring no request falls through the cracks.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
Service Cloud Bringing Teams together
What do you like best about the product?
Connecting agents faster for productive work
What do you dislike about the product?
Licensing higher costs to scale out for all users in the org
What problems is the product solving and how is that benefiting you?
Allowing to helps agents resolve customer issues faster
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