Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Sales and workflows
What do you like best about the product?
Service processes are super helpful and our users love the paths
What do you dislike about the product?
Can be difficult to know what is native and what you need to add on
What problems is the product solving and how is that benefiting you?
Right now not that much cause we are not using to full potential
Great for Basic Setup, but Advanced Features Need Experts
What do you like best about the product?
Service cloud allows you to manage and control everything about customer service, and is extremely easy to configure the basics
What do you dislike about the product?
Some specifics products require an specialized professional to build
What problems is the product solving and how is that benefiting you?
Service cloud helped us to quickly respond to customer questions and issues
Great Chat and Omni Channel Features, but Usability Can Be Challenging
What do you like best about the product?
Loving the chat and Omni channel feature!
What do you dislike about the product?
Sometimes it’s hard to use & takes a while to set up
What problems is the product solving and how is that benefiting you?
It is allowing us to connect with our customers easier
Great Multi-Channel Support, but Sales vs. Service Cloud Can Be Confusing
What do you like best about the product?
Provides robust support functionality for all channels of support
What do you dislike about the product?
Confusion with distinction between sales and service cloud, especially at enterprise levels
What problems is the product solving and how is that benefiting you?
Great solution for setting up a customer support team that may be on dated technology
Great Case Escalation and Mini Channel, But Needs Field Visit Feature
What do you like best about the product?
Case escalation working great and the mini Chanel
What do you dislike about the product?
Missing a way to do field visit. Would be great.
What problems is the product solving and how is that benefiting you?
Helps to find helpful data
Highly Customizable and Updated, but Lightning UI Can Be Overwhelming
What do you like best about the product?
Very customizable and flexible, constant improvements and updates
What do you dislike about the product?
Lightning could be a bit less flashy; functionality that was readily accessible in Classic can sometimes be buried under unnecessary UI elements
What problems is the product solving and how is that benefiting you?
The introduction of Agentforce will help immensely to cut down on manual work
Super Useful but Complicated to Manage with Sales Cloud
What do you like best about the product?
Super useful esp for case management - simple UI if you have sales cloud
What do you dislike about the product?
Too complicated to manage with sales cloud
What problems is the product solving and how is that benefiting you?
Using Jira right now that doesn’t sync with salesforce we’ll need it q
Effective Customer Support, but Service Contract Model Has Limitations
What do you like best about the product?
Great way to provide great support to customers
What do you dislike about the product?
We used Service Cloud for CPQ. There are limitations with the service contract model
What problems is the product solving and how is that benefiting you?
Case reporting and routing
Great for Customer Insights, But Limited Communication Options for Support Staff
What do you like best about the product?
Integrated customer view across the full customer lifecycle
What do you dislike about the product?
For an email and phone based support staff, the communication options are limiting
What problems is the product solving and how is that benefiting you?
Ticket and incident management, proactive client care
Salesforce is accelerating our processes
What do you like best about the product?
Security and reliability for our mobile workforce
What do you dislike about the product?
I haven’t used the service long enough to be able to provide this feedback
What problems is the product solving and how is that benefiting you?
Streamlines the process of tracking and resolving customer issues
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