Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Robust System
What do you like best about the product?
Love all the potential features and customizations that can be implemented.
What do you dislike about the product?
Time consuming and costly to implement all the different features.
What problems is the product solving and how is that benefiting you?
Having a centralized hub that gives a 360 view of our clients and their data.
Useful and customizable tool for large and small businesses
What do you like best about the product?
The capabilities of the tool to configure and customize on ourself a large amount of things, the power of the data accessibility in a very fast way considering the quantity of crossed data combined to a complex user interface (complex but efficient).
What do you dislike about the product?
Definitly the price. The price is growing up as fast as the team. Consider another tool or seeing options with other editors already (or not) implemented in the company isn't obvious.
What problems is the product solving and how is that benefiting you?
Lack of customer information, customer service processes not aligned, losing time on inappropriate tasks, etc.
This SFSC the team is more productive, the processes are aligned accross the internal teams, the scalability is interesting.
This SFSC the team is more productive, the processes are aligned accross the internal teams, the scalability is interesting.
Worth the initial setup
What do you like best about the product?
There is tremendous versatility with the service cloud. The variety of features is great. The ability to integrate with various systems is great and reduces our workload quite a bit.
What do you dislike about the product?
Initial implementation can be a bit overwhelming. Also, it feels as though there is a lot of change to be managed with Salesforce. This can require a non-insignificant amount of training to stay up to date.
What problems is the product solving and how is that benefiting you?
Salesforce lets us have a clear picutre of the communications that are happening with our members. We are able to draw insights that we never had before.
Comprehensive CRM Solution with Room for Improvement
What do you like best about the product?
- Highly customizable to fit various business needs
- Excellent integration capabilities with other Salesforce products and third-party apps
- Excellent integration capabilities with other Salesforce products and third-party apps
What do you dislike about the product?
- Steep learning curve for new users, especially with complex customizations
- User interface can sometimes feel cluttered or overwhelming
- User interface can sometimes feel cluttered or overwhelming
What problems is the product solving and how is that benefiting you?
Helping sales and admins
Service Cloud for Internal IT
What do you like best about the product?
Service cloud allows us to manage customer service with in our existing data base of record. Making the agent experience much smoother.
What do you dislike about the product?
I wish that service cloud had a cleaner intergration with Microsoft Teams, If you don't use slack then you really are out of luck.
What problems is the product solving and how is that benefiting you?
Sevice cloud is allowing us to manage all our customer service interactions with one lens for reporting and analytics
Salesforce Service Cloud Ease of Access
What do you like best about the product?
Salesforce service clouds best feature is the Recomended setup through which we can build a complete setup process of a feature in minutes using Guided setup without moving to different setup menus. For Example Setting up Embedded Chat you can just follow the guided setup to build it and Do not need to move through multiple items such as setting presence status, routing configuration, and setting queues, all can be done in single window.
What do you dislike about the product?
Cannot see all its feature untill go to that feature option and should actually help in other setups such as setting Einstien bot along with chat
What problems is the product solving and how is that benefiting you?
Setting up multiple feature with Ease
Salesforce Service Cloud -> Mature and Still Improving
What do you like best about the product?
IT's combination of products to solve any service use case
What do you dislike about the product?
Cost and complexity, it is very clicky to maintain and to add entitlements you need to still switch to classic from lightning, considering ho wlong ago the company made the tranistion to lightning, this is crazy
What problems is the product solving and how is that benefiting you?
It helps with service ticketing and milestone management to help keep our SLAs in check
We use the Service Cloud to handle customer inquiries. and it's been great so far.
What do you like best about the product?
We use the email to case feature the most in service cloud, making sure no email communication is lost.
What do you dislike about the product?
The agents need to be trained well to be efficient.
What problems is the product solving and how is that benefiting you?
Service Cloud gives us a centralized location to track all the customer inquiries and feedback, also giving the leadership team a line of sight into how issues are being handled.
Salesforce Service Cloud Review
What do you like best about the product?
The recent AI experience is giving it a major leg up over the Microsoft Cloud. I would recommend this to all my customers as everything is native to Salesforce and doesnt require any integration to be built in.
What do you dislike about the product?
It’s dependece on AWS . You should be independent of AWS / Azure an dbehave the same way on both
No native telephony
No native telephony
What problems is the product solving and how is that benefiting you?
The conversational AI Support is a big piece and helps us in resolving issues.
Useful
What do you like best about the product?
It's a grerat way to keep all customer interaction in our channels right on the feed. It's possible to have a timeline and make the customers have theeir needs solved.
What do you dislike about the product?
I couldn't find any cons since I started using Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It's making possible to interact to customers and with cases and the feed turning agent's work easy.
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