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.
Efficient Work Order Tracking, but License Management Needs Improvement
What do you like best about the product?
It's very straightforward to keep track of customer work orders and upcoming inspections. The process is simple and efficient, making it easy to stay organized.
What do you dislike about the product?
Managing licenses for a larger organization can be quite challenging.
What problems is the product solving and how is that benefiting you?
I use it to track work orders and inspections, as well as to serve as a repository for service knowledge.
Great for Email to Case and Service Agents
What do you like best about the product?
Email to case and service agents and integration options
What do you dislike about the product?
Surveys should be included as a standard feature Not an add on
What problems is the product solving and how is that benefiting you?
Reducing manual tasks and eliminating outlook as the primary tool.
Driving Efficiency and Customer Delight
What do you like best about the product?
It allows both agents and leaders to have a 360-degree view of the customer, which is critical for improving first call resolution, personalization, and overall customer experience.
What do you dislike about the product?
None so far. Everything is very helpful for us
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us keep all customer information and cases in one place. It makes it easier to track issues, follow up faster, and give consistent service across channels. We save time, avoid missed details, and our customers get quicker, more personalized support.
Anticipating AI Boost, Pricing Complexity Remains
What do you like best about the product?
I appreciate Salesforce Service Cloud for offering vital AI features like QA monitoring, Agent Assist, and voice capabilities. These features are expected to enhance our operations by improving handle time, utilization, deflections, and quality, aligning with our needs better than previous solutions.
What do you dislike about the product?
{"I find the pricing very confusing, which complicates understanding the cost structure and its benefits. It lacks clarity in what is included, making it difficult to determine the value offered by different pricing tiers.","I would like more out-of-the-box features for QA. This suggests that the current quality assurance capabilities seem limited and require customization or additional development to meet my needs."}
What problems is the product solving and how is that benefiting you?
I anticipate Salesforce Service Cloud will improve handle time, utilization, deflections, and quality using AI features like agent assist and QA monitoring.
Great Integration of Case and Knowledge Articles with Service Cloud
What do you like best about the product?
Case and knowledge articles integration. Service Console.
What do you dislike about the product?
Email to case. Case email thread ID needs to be manually embedded.
What problems is the product solving and how is that benefiting you?
Adherence to entitlements and SLAs. Great reports. Case queues and assignment rules.
Flexible, Effective, But Pricey
What do you like best about the product?
I enjoy the flexibility of Salesforce Service Cloud, which allows me to create the environment and tools we need on the spot. I also find the consolidation of information and increased visibility helpful for transactional efficiency. The automation features, including flows, significantly enhance our process.
What do you dislike about the product?
I find Salesforce Service Cloud to be expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for consolidated information and visibility, enhancing transactional efficiency in customer relations. Its flows and automation capabilities streamline processes. The platform's flexibility allows us to create the needed tools instantly.
Simple and Effective Tool for Centralising Data
What do you like best about the product?
This tool is nice and straightforward to use, making it very helpful for ensuring that data remains centralised.
What do you dislike about the product?
The configuration is very complex and the license costs are too high
What problems is the product solving and how is that benefiting you?
Provides all data of customers in one place
Great for Customer Support, but Setup Can Be Complex
What do you like best about the product?
It improves customer support with case tracking, automation, and fast access to client history.
What do you dislike about the product?
It can be complex to configure, and some features require extra training.
What problems is the product solving and how is that benefiting you?
It helps resolve customer issues faster by automating support tasks and centralizing case data
Great Case Management and Omni-Channel Features
What do you like best about the product?
Case management and Omni channels are very effective
What do you dislike about the product?
Tracking the case and send notification automatically
What problems is the product solving and how is that benefiting you?
If it can learn the tone of the emsil
Flexible Customization with Service Cloud, but Complex for Advanced Needs
What do you like best about the product?
Service cloud allows our company to customize the platform according to our specific needs for our organization.
What do you dislike about the product?
There are certain out of the box functionality that is complicated to customize and requires in-depth development knowledge to customize it according to our organization needs.
What problems is the product solving and how is that benefiting you?
We are able to manage our case management system, which allows us to prioritize the cases accordingly and escalate cases that are high priority using the incidents object functionality.
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