Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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External reviews are not included in the AWS star rating for the product.
Great Service Channels, but Customization for Chat Needs Improvement
What do you like best about the product?
The various service channels it offers are a valuable asset to the support team.
What do you dislike about the product?
I find it frustrating that customizing the default service channels, especially the chat feature, can be so difficult.
What problems is the product solving and how is that benefiting you?
Bringing together our corporate and travel agency needs into a single service solution has been very convenient.
Efficient for Service Issues, but Sometimes Cumbersome
What do you like best about the product?
I like how it allows me to handle service issues with ease. It creates efficiencies and allows for more productivity.
What do you dislike about the product?
It can be cumbersome at times, creating some issues for the team.
What problems is the product solving and how is that benefiting you?
It íes helping me solve customer related issues, giving back time to my customer success team.
Reflections on Salesforce Service Cloud
What do you like best about the product?
I love how Service Cloud turns customer service from reactive to proactive. With tools like Einstein AI, Omni-Channel Routing, and Knowledge, agents can resolve issues faster and create better customer experiences
What do you dislike about the product?
Sometimes the agent interface can feel cluttered for new users, especially if the organization hasn’t optimized page layouts or filtered information effectively. Training and thoughtful UX design go a long way to fix that.
What problems is the product solving and how is that benefiting you?
Service Cloud solves the biggest challenge in customer support staying connected with customers across every channel. With tools like Omni-Channel and Einstein AI, our team can engage customers proactively and personalize every interaction, which has strengthened customer trust and loyalty
Great AI Flexibility, but Limited Access and App Support
What do you like best about the product?
The flexibility of flows and efficiencies created by AI
What do you dislike about the product?
We don’t have access with our current sku and app support is limited
What problems is the product solving and how is that benefiting you?
Collaboration across service teams
Customizable and Scalable, but Requires Heavy Professional Support
What do you like best about the product?
It’s customizable and scalable. Can create shareable insights
What do you dislike about the product?
It takes us a lot of professional service support to make customizations or deploy new features
What problems is the product solving and how is that benefiting you?
When constituents have issues in their neighborhood we track those cases, assigns case owner, and relevant tasks
Powerful and Customizable, but Complex and Costly: My Experience with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud is a powerful customer service and support platform that offers a variety of features and benefits to organizations looking to enhance their customer service experience. Some of the most appealing aspects of the platform include:
* **Customizability**: Salesforce Service Cloud's ability to adapt to an organization's unique needs through customization allows businesses to tailor the platform to their specific workflows and processes, making it an adaptable solution for companies of all sizes.
* **Omnichannel support**: With support for multiple channels such as phone, email, chat, and social media, Salesforce Service Cloud enables businesses to provide seamless and consistent support experiences across various platforms, ensuring that customers can reach out through their preferred communication method.
* **Integration capabilities**: The platform's ability to integrate with other Salesforce products and third-party applications allows businesses to create a unified ecosystem, improving efficiency and data sharing.
Despite its numerous benefits, there are a few areas that could be improved or might present challenges for users:
* **Complexity**: Salesforce Service Cloud's extensive features and capabilities can result in a steeper learning curve for new users, potentially making it more difficult to navigate and configure for those with limited experience.
* **Cost**: As a robust platform offering a variety of features, Salesforce Service Cloud can be relatively expensive, particularly for smaller businesses with limited budgets.
* **Customizability**: Salesforce Service Cloud's ability to adapt to an organization's unique needs through customization allows businesses to tailor the platform to their specific workflows and processes, making it an adaptable solution for companies of all sizes.
* **Omnichannel support**: With support for multiple channels such as phone, email, chat, and social media, Salesforce Service Cloud enables businesses to provide seamless and consistent support experiences across various platforms, ensuring that customers can reach out through their preferred communication method.
* **Integration capabilities**: The platform's ability to integrate with other Salesforce products and third-party applications allows businesses to create a unified ecosystem, improving efficiency and data sharing.
Despite its numerous benefits, there are a few areas that could be improved or might present challenges for users:
* **Complexity**: Salesforce Service Cloud's extensive features and capabilities can result in a steeper learning curve for new users, potentially making it more difficult to navigate and configure for those with limited experience.
* **Cost**: As a robust platform offering a variety of features, Salesforce Service Cloud can be relatively expensive, particularly for smaller businesses with limited budgets.
What do you dislike about the product?
Salesforce Service Cloud's extensive features and capabilities can result in a steeper learning curve for new users, potentially making it more difficult to navigate and configure for those with limited experience.As a robust platform offering a variety of features, Salesforce Service Cloud can be relatively expensive, particularly for smaller businesses with limited budgets.
What problems is the product solving and how is that benefiting you?
The platform's built-in analytics and reporting features enable organizations to monitor key performance indicators (KPIs), identify trends, and make data-driven decisions to improve their customer service operations and overall business performance.
Comprehensive 360° Vision and Strong Support, with Room for IoT Integration
What do you like best about the product?
Its vision that can cover full 360 with the customer support from previous sales to recalls.
What do you dislike about the product?
Currently do not see much issues. Would be good to see if we can embed service cloud into IOT devices
What problems is the product solving and how is that benefiting you?
It is covering customer 360
Great Support for Our CS Team
What do you like best about the product?
How its helping our CS and leveraging their support
What do you dislike about the product?
I think its a bit conplex to use for out afents
What problems is the product solving and how is that benefiting you?
Automation
Convenient All-in-One System, but Could Be Faster with More Dashboard Templates
What do you like best about the product?
It's convenient to have everything integrated into a single system.
What do you dislike about the product?
At times, the system can be a little slow. I also wish there were more dashboard templates available.
What problems is the product solving and how is that benefiting you?
Automating customer service can greatly improve efficiency and response times. By streamlining routine tasks, it allows for quicker resolutions and frees up staff to focus on more complex issues. This approach can enhance the overall customer experience.
Great QA Tools, but Feels Too À La Carte
What do you like best about the product?
Ease of use and built in features to help with my quality assurance
What do you dislike about the product?
it feels à la cart with features would be nice for all quality assurance/performance tools to be in one package
What problems is the product solving and how is that benefiting you?
I am not on the business side but on the IT
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