Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Service cloud review
What do you like best about the product?
Case management; service agent, service console as unified view in sub tabs
What do you dislike about the product?
In a large orgs like ours with heavy case volumes users report performance issues
What problems is the product solving and how is that benefiting you?
Cases management
Great Knowledge Function, No Complaints
What do you like best about the product?
The knowledge function can be used in conjunction with other functions, so internal know-how can continue to be used.
What do you dislike about the product?
Knowledge objects are different from other objects and are difficult to handle. Data migration is difficult.
What problems is the product solving and how is that benefiting you?
Resolving questions received at the call center, sharing internal knowledge, etc.
Great Omnichannel Functionalities
What do you like best about the product?
Omnichannel functionalities and cti integratiom
What do you dislike about the product?
The need to define agent skills and routing configuration is tricky
What problems is the product solving and how is that benefiting you?
Facilitate agent work by including all information in one console
Great Omnichannel Features, But Disappointing Pricing Model
What do you like best about the product?
Omnichannel is really useful in my context and scope
What do you dislike about the product?
The pricing model does not fit the expectations
What problems is the product solving and how is that benefiting you?
It offers users a fast way to get in touch.
Omni-Channel Shines in Service Cloud, but Pricing Is Complicated
What do you like best about the product?
One of the most valuable features in Service Cloud is Omni-Channel. I find it to be the most useful aspect of the platform.
What do you dislike about the product?
I find the pricing model to be somewhat complicated.
What problems is the product solving and how is that benefiting you?
I appreciate how quickly I can access my contacts, which really helps me stay agile and efficient in my work.
Highly recommended as platform
What do you like best about the product?
It’s easy to use and it’s everything in one tool
What do you dislike about the product?
Nothing really to say about service cloud
What problems is the product solving and how is that benefiting you?
Unified platform
Easy to Use for Service Team, but Requires Both Sales and Service Cloud
What do you like best about the product?
The ease of use for my service team and being able to get metrics on how quickly they solve customer concerns.
What do you dislike about the product?
I wish I didn’t have to use both Sales and Service cloud.
What problems is the product solving and how is that benefiting you?
It helps our service team members quickly resolve customer concerns, having all their data at their fingertips
Great Configuration, Lacking UI Flexibility
What do you like best about the product?
Ease of configuration and automation capabilities
What do you dislike about the product?
UI flexibility is lacking customization options
What problems is the product solving and how is that benefiting you?
Customer case tracking and resolution
Great All-in-One Platform, but Data Migration Needs Improvement
What do you like best about the product?
Agentforce is a fantastic all-in-one platform for companies that need both sales and service solutions. I find it very effective for managing these aspects together.
What do you dislike about the product?
Logging in as a customer and migrating data for Communities and similar features requires a significant amount of data cleansing.
What problems is the product solving and how is that benefiting you?
Communities and experience
Great for Keeping Everyone Updated
What do you like best about the product?
Keeping folks up to date on things that I'd happening
What do you dislike about the product?
That is a good question. We are still learning on what can help
What problems is the product solving and how is that benefiting you?
Interactions with client needs
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