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 Tool for Contact Center Operators
What do you like best about the product?
Helpful for operator of contact center and customer care
What do you dislike about the product?
Integration and api with other system integration
What problems is the product solving and how is that benefiting you?
Voice calls integrations with the system by our providers
Great for Data Management, but Deployment Is Complex
What do you like best about the product?
Manage a large volume of data while easily connecting with other Salesforce clouds.
What do you dislike about the product?
Like many other SF projects, these are complex to deploy.
What problems is the product solving and how is that benefiting you?
Resolver 360 provides users with insights into all the touchpoints within my organization.
Easy to Implement, but Adoption Can Be Challenging
What do you like best about the product?
Easy to implement and lots of great featurea
What do you dislike about the product?
Adoption sometimes is hard and so sometimes hard to measure
What problems is the product solving and how is that benefiting you?
All features are seamlessly integrated.
Great Built-In Features, but Some Setups Are Cumbersome
What do you like best about the product?
Built in features for email to case. Easy to extend and build from.
What do you dislike about the product?
Some features take more steps than seem necessary to setup
What problems is the product solving and how is that benefiting you?
Case management and knowledge management. Helping us to scale, handle volume, and deflect cases
Efficient Client Management, but Initial Setup Is Tricky
What do you like best about the product?
It's truly impressive how easy it is to get a comprehensive view of our clients while working on cases. This feature makes the whole process much more efficient and enjoyable.
What do you dislike about the product?
Implementing it for the first time can be somewhat complicated.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides us with a comprehensive view of each client's history, ensuring that we are always prepared to respond whenever necessary.
Great Customization and User-Friendly for Service Reps
What do you like best about the product?
The level of customisations it allows and ease out work of service reps
What do you dislike about the product?
Nothing so far.Everything is makingit easy to use
What problems is the product solving and how is that benefiting you?
Case routing via omni channel is making easier to distirbute cases
Streamlined Customer Support, Needs Flexible Pricing
What do you like best about the product?
I find Salesforce Service Cloud's components very efficient for providing supervisors with a quick real-time summary of operations, which helps in overseeing customer support more effectively. The recent new features seem promising for streamlining resolution rates and enhancing the success rate for inquiries. I also find the ability to integrate with other channels like WhatsApp and social media valuable for expanding our capabilities.
What do you dislike about the product?
I find the pricing models for Salesforce Service Cloud to be complicated, especially when it comes to adding more users who require access for executing certain tasks. The pricing structure seems inflexible, making it challenging to provide appropriate access and filters to users who need them without exceeding budget constraints. This complexity can limit our ability to perform specific escalations and required steps efficiently.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines handling customer inquiries, especially reservations and machine changes, while real-time summaries improve management oversight.
Comprehensive Customer Support: The Pros and Cons of Salesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to unify all customer service interactions, cases, and communications into a single, easy-to-navigate platform. The omnichannel support feature allows me to manage phone calls, emails, chat, and social media inquiries seamlessly within one dashboard, ensuring no customer issue is overlooked. The automation tools—like case assignment, knowledge base integration, and workflow rules—help streamline responses and boost efficiency. Real-time reporting and customizable dashboards give clear visibility into case resolution times and overall team performance, making it easy to identify areas for improvement. Overall, Service Cloud empowers me to deliver faster, more consistent, and personalized customer support, which enhances satisfaction and drives loyalty.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful solution, there are a few drawbacks. The wide range of features and customization options can be overwhelming for new users, resulting in longer onboarding and adjustment periods. Sometimes the platform’s interface feels cluttered, especially when managing multiple channels and large case volumes. Advanced configurations and integrations often require additional technical expertise or support, which can lead to extra costs. Lastly, occasional performance slowdowns or bugs—especially right after major updates—can temporarily disrupt workflows. Despite these issues, the strengths of Service Cloud largely outweigh its challenges for teams focused on improving customer support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key challenges in customer service by consolidating all support interactions, cases, and communication channels into a single platform. This centralized approach eliminates the need to switch between different systems, allowing me to respond to customer inquiries more quickly and efficiently. The platform’s automation features—such as case routing, knowledge articles, and task reminders—not only streamline issue resolution but also free up time to handle more complex cases. With Service Cloud’s real-time dashboards and reporting tools, I gain clear visibility into case progress, team workload, and resolution times, which helps prioritize urgent issues and maintain high service standards. The ability to integrate with chat, email, phone, and social media means no customer request is missed, increasing overall satisfaction. Ultimately, Service Cloud simplifies my workflow, boosts productivity, and enables me to deliver more responsive, personalized customer support.
Easy to Use and Configurable, but Sometimes Slow with Buggy Lighting
What do you like best about the product?
The ease of use and configurability make this a good choice for developers, admins, and users alike.
What do you dislike about the product?
Sometimes it can be quite slow, and the lighting may appear a bit buggy.
What problems is the product solving and how is that benefiting you?
We streamlined our operations in a significantly faster way compared to more manual alternatives.
Powerful Case Management with High Customization Complexity and Cost
What do you like best about the product?
Offers powerful case management, omnichannel support, and AI-driven insights to enhance customer service efficiency and satisfaction.
What do you dislike about the product?
Can be complex to customize and integrate, and licensing costs may be high for small or mid-sized businesses.
What problems is the product solving and how is that benefiting you?
effective case management
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