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.
Nice and Intuitive Experience
What do you like best about the product?
Nice and intuitive Layout and good too Use
What do you dislike about the product?
Integration with other systems Not so easy
What problems is the product solving and how is that benefiting you?
This form is killing me but I Like Service Cloud
Efficient Customer Profile Management and Easy Record Tracking
What do you like best about the product?
I am able to see all of my customers' profiles and their previous records on a single page before I provide service to them.
What do you dislike about the product?
The navigation is convenient, making it simple to find my way around. Tracing records is also easy, which helps me keep track of everything efficiently.
What problems is the product solving and how is that benefiting you?
This software has helped me address the problem of agent availability. When my agent is on leave, the next available agent can seamlessly take over the case. The sorting features are straightforward, and it's simple to label urgent cases. Assigning cases to another agent or escalating them is also very easy.
Great Customer Insights, but Chat UI Needs Improvement
What do you like best about the product?
The platform allows us to gain a complete 360-degree view of our customers, which is very helpful.
What do you dislike about the product?
The chat UI and UX have some limitations, and the overall agent experience could use improvement.
What problems is the product solving and how is that benefiting you?
This tool allows us to easily view our customers' contact history, enabling our advisors to deliver a more seamless customer experience.
Great Case Management and Omni-Channel Features
What do you like best about the product?
Case management and omni-channel capabilities
What do you dislike about the product?
Sometimes it needs more customization to get the best value
What problems is the product solving and how is that benefiting you?
It's solving our case/claims management needs and ensuring nothing falls through the cracks
Great for Customer Connection, But Lacks User-Level Flexibility
What do you like best about the product?
The ability to connect with customers and track issues across different contact points
What do you dislike about the product?
It has little flexibility at the user level
What problems is the product solving and how is that benefiting you?
This review focuses on how our service department handles and monitors customer issues. I want to highlight the way our team responds to concerns and keeps track of each case to ensure nothing is overlooked.
Efficient for Teams, but Overwhelming for New Users
What do you like best about the product?
This tool streamlines our team workflows, allowing us to provide prompt customer service.
What do you dislike about the product?
It can feel very busy/overwhelming for new users.
What problems is the product solving and how is that benefiting you?
The customer service support has been helpful for us, as it allows us to deflect cases more efficiently.
Promising Potential with Complex Security Setup
What do you like best about the product?
Salesforce Service Cloud turned out to be the best choice for our needs, standing out during our CRM evaluation process. I'm excited about the AI tools that will help in automating data entry and transcription to ease the work on our customer service agents. The mature development tools and app exchange platform really simplifies extending the system through customization or third-party applications, such as those for call connections and SMS integration, decreasing our time to market for these big enhancements and business process improvements.
What do you dislike about the product?
I find the complexity of the user security model challenging. With profiles, permission sets, permission set groups, permission set licenses, roles, and role hierarchy, there's so much complexity that it becomes really difficult to design a simplistic and scalable model for users to get the right access that they need.
What problems is the product solving and how is that benefiting you?
I'm planning to use it to standardize call management processes, automate data entry via AI, and benefit from easy integration and extension capabilities.
Great Omnichannel Support and AI Insights, but Complex to Use
What do you like best about the product?
Omnichannel support and AI insights boost personalized service efficiency
What do you dislike about the product?
High complexity and steep learning curve for implementation.
What problems is the product solving and how is that benefiting you?
Ema chef productivity and quality
Great Functionalities and Easy to Use
What do you like best about the product?
Functionalities and ease of use and customization
What do you dislike about the product?
Case management. Web to case and email to case is little tricky
What problems is the product solving and how is that benefiting you?
User interaction
Service Cloud, game changer for my hybrid team.
What do you like best about the product?
Flexibility, agentforce, voice capability
What do you dislike about the product?
I feel like is more that I should know!!!
What problems is the product solving and how is that benefiting you?
We are new to Service cloud and just getting started
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