Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
from
and
External reviews are not included in the AWS star rating for the product.
User-Friendly Platform with Powerful AI Features and Excellent Support
What do you like best about the product?
The platform stands out for its ease of use, making it accessible even for those who are not tech-savvy. Its AI features add significant value, streamlining tasks and improving efficiency. Additionally, the knowledge base is comprehensive and helpful, providing valuable support when needed.
What do you dislike about the product?
I’m not a fan of the fact that many of the impressive AI features in Salesforce Service Cloud require additional payment. While the platform itself is excellent, accessing its top automation tools and insights means having to purchase expensive add-ons.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enables us to handle all customer interactions from a single platform, which enhances both our visibility and our response times. Its automation features help cut down on manual tasks, and the dashboards allow us to monitor important service metrics. By integrating with CRM data, we gain a comprehensive view of each customer, allowing us to deliver more personalized and efficient support. This, in turn, leads to higher customer satisfaction and better collaboration within our team.
QA
What do you like best about the product?
Service console allows the support rep to subtab which makes navigation very easy and efficient
What do you dislike about the product?
Have better metrics in terms of reporting
What problems is the product solving and how is that benefiting you?
E2E case management solution
Service cloud
What do you like best about the product?
Strong case management capabilities to help our team
What do you dislike about the product?
Ai capabilities are not yet fully setup by default
What problems is the product solving and how is that benefiting you?
Collaboration between sales and service teams
Great Service Cloud Integration, but FSL Mobile App Needs Improvement
What do you like best about the product?
Service cloud is best with field service and service appointment objects
What do you dislike about the product?
FSL mobile app data limitation to fetch service appointments for longer duration is not up to the mark
What problems is the product solving and how is that benefiting you?
Service appointment scheduling is easy and resource assignments are made simpler with new gantt color layouts
Great for Discovering Automation Use Cases with Agent Force
What do you like best about the product?
Knowing about the uses cases to automate with agent force
What do you dislike about the product?
One thing I would like to know is how it integrates seemlessly with other tools like genesys or Cisco
What problems is the product solving and how is that benefiting you?
Resolving user issues or inquiries.
Getting information on the products or purchases
Getting information on the products or purchases
Seamless Integration and ServiceCloud Voice Are Standouts
What do you like best about the product?
Seamless integration with other clouds, plus the more recent addition of ServiceCloud Voice
What do you dislike about the product?
Limitations with CCaaS integrations. Recent upgrades to ServiceCloud Voice with BYOT partners are encouraging but still not fully baked.
What problems is the product solving and how is that benefiting you?
Linking customer records with service and warranty cases and claims. The addition of SCV has allowed us to integrate with our CCaaS so that records are automatically linked when a customer calls in.
Great Omnichannel Experience, RCA downstream on Service
What do you like best about the product?
Omni channel is a great feature how ease it is to set up service could with Salesforce cpq for entitlements
What do you dislike about the product?
Not a dislike. Needclarity on how RCA and service cloud would work together in terms of entitlement. Not much info around this
What problems is the product solving and how is that benefiting you?
Customer support and knowledge center
Great for Organization, but Activity Capture Needs Improvement
What do you like best about the product?
Easy to use and keeps all my info in one central place
What do you dislike about the product?
Activity capture has flaws and would like to see that resolved in all salesforce products
What problems is the product solving and how is that benefiting you?
Streamlines our sales and service workflows
Powerful Customer Support Platform with a Steep Learning Curve
What do you like best about the product?
What I like best about Salesforce Service Cloud is its robust case management system and the ability to streamline customer service operations across multiple channels—email, phone, chat, and even social media. The platform’s automation tools, like workflows and macros, significantly reduce manual effort, allowing agents to focus more on solving customer issues than on administrative tasks. I also appreciate the integration with the broader Salesforce ecosystem, which gives a 360-degree view of the customer, making interactions more personalized and efficient.
What do you dislike about the product?
One of the main challenges with Salesforce Service Cloud is its complexity, especially during initial setup and customization. The platform is incredibly powerful, but configuring it to match specific business needs often requires significant time, expertise, or external support. Additionally, the licensing and pricing structure can be confusing and may become expensive as your team scales or requires access to more advanced features. The user interface, while improved over the years, can still feel a bit overwhelming for new users without proper training.
What problems is the product solving and how is that benefiting you?
Scaling and streamlining customer service
Good Maintenance, but Integration Needs Improvement in SF Service Cloud
What do you like best about the product?
What I like about SF Service cloud is the maintenance.
What do you dislike about the product?
What I dislike about SF Service cloud is integration processes.
What problems is the product solving and how is that benefiting you?
SF service cloud helps to simplify and ease maintenance
showing 481 - 490