Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Customer Service Features
What do you like best about the product?
Multiple features to help servicing customers
What do you dislike about the product?
The setup could be a little user friendly for the admins
What problems is the product solving and how is that benefiting you?
Save customer service time
Unified Customer View and AI Insights Boost Support Efficiency
What do you like best about the product?
I appreciate the unified customer view, the automation tools, and the AI-driven insights, all of which help enhance support efficiency and boost customer satisfaction.
What do you dislike about the product?
It can be complex to configure, requires training, and licensing costs can be high for smaller teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenges of fragmented customer support and delayed response times by bringing cases together in one place, streamlining workflows through automation, and enabling quicker, more personalized service—all within a single platform.
Great Adaptivity, But Outdated UI
What do you like best about the product?
Adaptivity. Service agents can start using the system without a lot of training
What do you dislike about the product?
Old UI needs to be improved. Add the SLDS 2 would help
What problems is the product solving and how is that benefiting you?
Service agents can login and pick up cases
Simple Case Management, but Configuration Can Be Overwhelming
What do you like best about the product?
Easy case management and easy to configure.
What do you dislike about the product?
It is too easy to configure and requires heavy implementation investment.
What problems is the product solving and how is that benefiting you?
Case management
Easy Setup, but Key Features Like Case Comments Are Deprecated
What do you like best about the product?
Ease of use and setup out of the box, it is great!
What do you dislike about the product?
Certain features that are always used are depreciated such as case comments
What problems is the product solving and how is that benefiting you?
It is helping our customer support work more efficiently
Great Cases, But Nothing to Dislike
What do you like best about the product?
Case Management is the best place to start
What do you dislike about the product?
Can be difficult to setup automations and integrations
What problems is the product solving and how is that benefiting you?
Case management
Great Connectivity and Case Management, but Disappointing Console and Performance
What do you like best about the product?
Connectivity to phone solution and case management.
What do you dislike about the product?
I don’t like console screen and low performance.
What problems is the product solving and how is that benefiting you?
Efficiency for the customer and support team
User-Friendly Interface with Powerful Notification System
What do you like best about the product?
I love how Salesforce Service Cloud provides automatic processes and high priority email notifications which significantly enhance our ability to track and respond to issues quickly. The platform's reports and dashboards are incredibly useful, enabling us to proactively manage incidents and keep all stakeholders informed. I appreciate its user-friendly nature, as it facilitates quick setup, and allows us to easily add and train users, streamlining our workflows effectively.
What do you dislike about the product?
I find setting up the escalation routes to be a bit tricky, particularly when determining the approval needed for different tier levels. It's also challenging to isolate and identify issues, whether they're related to policy or coding, and to handle cases for customers owning multiple products. Additionally, the logging details when using integrations like MuleSoft are not comprehensive enough. If something fails, it's difficult to ascertain what has occurred without reaching out to Salesforce support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps track issues systematically, send priority notifications, and resolve problems swiftly with automatic processes—enhancing customer interaction and efficiency.
Great Customization, Flexibility, and Scalability
What do you like best about the product?
Customization and flexibility. Integration. Scalability.
What do you dislike about the product?
Costly. Limitations without additional licenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves:
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Disjointed customer support (scattered across email, phone, chat, etc.)
Slow response times and manual ticket routing
Lack of visibility into customer issues and agent performance
Inconsistent service quality across channels
Benefits:
Unified support platform (all channels in one place)
Automation and AI to boost speed and accuracy
Real-time analytics for better decision-making
Improved customer satisfaction through faster, smarter support
Streamlined Case and Asset Management with Valuable Features
What do you like best about the product?
I find Salesforce Service Cloud incredibly effective for managing cases and assets, which was a challenging task before. I love the case management and Omnichannel features—it's definitely my favorite aspect of the service cloud. The console's construction and flexibility to modify it easily are features I really appreciate. Additionally, the integration with internal applications and Jira works excellently for our needs.
What do you dislike about the product?
I think the omnichannel routing could be made much easier and simpler. Additionally, I find the work order management and work plan management could also be simplified.
What problems is the product solving and how is that benefiting you?
I find the product improves case and asset management significantly, simplifying our hierarchy complexities and making integration seamless with applications like Jira.
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