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.
Excellent 24/7 Customer Service with Cost Efficiency
What do you like best about the product?
Providing the highest level of customer service 24/7 while containing costs
What do you dislike about the product?
System limitations can be an issue at times
What problems is the product solving and how is that benefiting you?
Customer service even after hours
Great Automation Features, But Still Behind Google Cloud
What do you like best about the product?
The smart services that cloud allow you to enable and automate.
What do you dislike about the product?
It’s not as good at the moment as google cloud
What problems is the product solving and how is that benefiting you?
Cloud servicing systems and administrative issues and services.
Great Out of the Box, but Can Get Unnecessarily Complex
What do you like best about the product?
Good enough out of the box, great with simple customizations.
What do you dislike about the product?
Can be very complex when unnecessarily so.
What problems is the product solving and how is that benefiting you?
Knowledge, self service, escalations
Great for Linking Cases to Work Orders, but Setup Takes Too Long
What do you like best about the product?
Having the direct connection for one case to multiple work orders
What do you dislike about the product?
The setup process is lengthy. Would benefit from agentforce
What problems is the product solving and how is that benefiting you?
Giving a place to create tickets
Robust Integration, Interface Needs Improvement
What do you like best about the product?
I like the optimization provided by Salesforce Service Cloud, especially for robust integrations in the after-sales service area. The automation of approval processes and the automated after-sales flow are features that help optimize the sales flow. This allows me to better understand the issues that may arise in a sale and optimize projects, making good use of monitoring resources and NPS research.
What do you dislike about the product?
I think the Salesforce Service Cloud interface could be more user-friendly for customers who are not end users. This is important to make the experience more accessible and efficient for these customers.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to automate approval and post-sales processes, optimizing the sales flow and diagnosing problems quickly, which improves the sales team's efficiency.
Comprehensive Customer Interaction, but Limited by Regional Restrictions
What do you like best about the product?
It covers all aspect of customer interaction
What do you dislike about the product?
Its region wise restriction on some functionality
What problems is the product solving and how is that benefiting you?
One window operation
Easy Coding and Smooth Workflow
What do you like best about the product?
It's flows and easy coding where you can easily build flows.
What do you dislike about the product?
It's limits regarding everything you use.
What problems is the product solving and how is that benefiting you?
One single platform for customer service
Great Case Management, But Reporting Needs Improvement
What do you like best about the product?
Case management and omni channel routing
What do you dislike about the product?
Reporting limitations- standard reporting is good but less flexible
What problems is the product solving and how is that benefiting you?
Managing cases and routing through omni channel
Great OOB Functions for Agents, but Permissions Model Is Too Complex
What do you like best about the product?
The oob functions for service agents to ease the configuration.
What do you dislike about the product?
The complexity of the permissions model and all of the layers
What problems is the product solving and how is that benefiting you?
Unifying all the call center tools onto one platform
Integrating the telephony for seamless guest interaction entry point.
Integrating the telephony for seamless guest interaction entry point.
Reliable Tool with Cost Considerations
What do you like best about the product?
I find Salesforce Service Cloud invaluable for supporting customers, especially in resolving issues efficiently. It enhances our service quality and makes our customers feel appreciated and supported, which gives us a competitive advantage. The setup was smooth due to our prior use of Sales Cloud, and live chat and article features are particularly beneficial.
What do you dislike about the product?
I have concerns about the cost of Salesforce Service Cloud, which may not be affordable for some organizations.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to support customers by resolving order accuracy issues, enhancing live chat support and making interactions feel seamless and efficient.
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