Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Efficient to get the right info for and from your staff.
What do you like best about the product?
i like the one stop shopping for information across the platforms.
What do you dislike about the product?
sometimes it feels a bit cumbersome to get it to do what you want it to do.
What problems is the product solving and how is that benefiting you?
it allows us to share information across users and stages during the process.
Extend Your Customer Service with Salesforce Service Cloud
What do you like best about the product?
It integrates with all third party applications and offers excellent support from Salesforce CRM, which enhances its capabilities significantly.
What do you dislike about the product?
The learning architecture of salesforce service cloud it's not easy.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud simplifies issue tracking and complaint resolutions at right level, which helps us to respond faster and improves our overall customer satisfaction level.
Service Cloud is great
What do you like best about the product?
Easy to setup and highly customizable. On Salesforce
What do you dislike about the product?
Highly customized org can require help from developers
What problems is the product solving and how is that benefiting you?
contact center
Service Cloud is now more powerful then ever with Generative AI tools.
What do you like best about the product?
Einstein Bots
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
What do you dislike about the product?
The salesforce service cloud can benefit from console templates that incorporate the AI features.
What problems is the product solving and how is that benefiting you?
Assist our agents with getting more accurate information to assist the clients faster and more accurately.
Customizable and scalable for a variety of Customer Service applications
What do you like best about the product?
We are able to create custom record types for different kinds of services, including Technical Support and Professional Services with different key fields and user interfaces, while having similar backend data to make report creation simpler and more consistent.
We were able to self-implement Service Cloud with minimal assistance, but when we ran into issues the Salesforce customer support team provided excellent support and guidance.
We were able to self-implement Service Cloud with minimal assistance, but when we ran into issues the Salesforce customer support team provided excellent support and guidance.
What do you dislike about the product?
The biggest complaint we have had from users is the inability to color code list views, but that is a small trade-off and with the way we are able to present cases to users, this has not been a major issue.
What problems is the product solving and how is that benefiting you?
The framework of Service Cloud allows us to reduce time spent on repetitive activities via automation and re-use of existing data, while simplifying the administrative load by allowing most customization tasks to be completed without using code.
Easy to use
What do you like best about the product?
The system are easy to use and focus in sales and relationship.
What do you dislike about the product?
Maybe has many functions wich can be confuse for the final user.
What problems is the product solving and how is that benefiting you?
Customer Centricity Support
Service cloud future of Customer Service of Any Business
What do you like best about the product?
Live Agent/Omni Channel and all the platforms of Customer Service department which service cloud offers
What do you dislike about the product?
Routing and Performance issues when the flow is high and multiple users tries to reach out at same time.
What problems is the product solving and how is that benefiting you?
It is helping our customer service team to provide resolution to our customer easily and timely manner
Great for all rounded 360 customer view
What do you like best about the product?
Simple case management and reporting. And ability to for service agents to easily collaborate with other customer facing teams.
What do you dislike about the product?
Some customisation required external support from consultants and developers.
What problems is the product solving and how is that benefiting you?
Speed of close for case management and accurate reporting on case bottlenecks.
Excellent solution to transform our stakeholders outdated spreadsheet solution
What do you like best about the product?
Service Cloud is great for case management. Using case management, in addition to email-to-case, milestone management, an integrated telephony service, and a few other integrations, using Service Cloud has allowed us to build a platform for our business that suits their exact needs. Rather than managing cases in multiple systems, including Excel and ServiceNow, and having to go out to multiple platforms for additional contact detail, all of that information now lives within Service Cloud for the users to access on a single page.
What do you dislike about the product?
Service Cloud has a bit of learning curve to it. There are a lot of nuances in setting up milestones, for example. Our team has looked in to setting up Omni Channel Routing and have found it difficult to get the answers we need. Most of our troubleshooting comes from "Google" because it has been difficult to find other resources for support.
What problems is the product solving and how is that benefiting you?
Our contact center is now using Service Cloud to manage all their cases, and retain key information on the contacts they deal with. A user previously has to navigate to two or potentially three systems for a single phone call. Everything is now housed on a Contact page for easy access, which has significantly decreased the time a user is having to spend on a support call.
A good system.
What do you like best about the product?
Ease in programming among users.
What do you dislike about the product?
High costs for a small organization to have the best CRM.
What problems is the product solving and how is that benefiting you?
Agility of service with my client via call center.
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