Salesforce Service Cloud
Salesforce, Inc.External reviews
6,947 reviews
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Straightforward implementation!
What do you like best about the product?
The ease of implementation is high, and there are many features that help automate manual business processes for service teams. There are also lots of integration options for common 3rd party apps.
What do you dislike about the product?
It requires solid foundational knowledge in Salesforce in order to get the most out of the platform.
What problems is the product solving and how is that benefiting you?
Service cloud has simplified set up of website chat features that sync back to Sales and Service teams. We've also implemented bots to handle conversations outside of business hours for common use cases.
Great way to build service team quickly and easily
What do you like best about the product?
Easy to setup and use. Part of the the Salesforce ecosystem that connects sales and service teams together
What do you dislike about the product?
Cost of license can be a pain and the additional features to buy on top of service cloud makes it confusing and not affordable to smaller organisations who probably need a one solution that fits all.
What problems is the product solving and how is that benefiting you?
Provides management of cases that tie to customer information. Routing and easy of email alert automations to alert customer/internal staff
Great Features
What do you like best about the product?
The interplace of Case Management with the core CRM Objects. Great new additions and potentials with Agentforce.
What do you dislike about the product?
Knowledge setup and migration is a bit tricky
What problems is the product solving and how is that benefiting you?
Removing barriers on how people want to communicate. With Omni-Channel, you can allow customers to contact you on their preferred plaform. Salesforce is using AI to summarized cases helping identify trends.
A robust solution to manage your customer service
What do you like best about the product?
The Service Cloud platform integrated with the CRM actively contributes to the 360° customer view. It is the ultimate tool for managing customer support and handling incoming requests, whether through traditional channels like incoming calls and emails, or digital channels with the implementation of Digital Engagement: chat, chat bot, WhatsApp, Facebook, etc.
What do you dislike about the product?
The implementation of the SLA was not very satisfactory for the client to use.
What problems is the product solving and how is that benefiting you?
Data in Silot
Customer satisfaction
Customer satisfaction
Developer
What do you like best about the product?
Case management feature, email-to-case feature
What do you dislike about the product?
Do not have feature for agent know whom viewing the case
What problems is the product solving and how is that benefiting you?
Quickly tracking and solving customer issue
great for controlling service tickets
What do you like best about the product?
Notifications of chaos that are overdue and time control for ticket resolution.
What do you dislike about the product?
I can't centralize more than one ticket email through my account.
What problems is the product solving and how is that benefiting you?
Centralization of service calls.
Service Cloud let us have a clear view and undestanding on customers issues.
What do you like best about the product?
It ease of use and escalationes rules that let us be on top of the issues.
What do you dislike about the product?
Basically the approach to telephony, it is very expensive for SMBs.
What problems is the product solving and how is that benefiting you?
We sell equipment and tracking complaint and mal funcitons is critical.
Use of the Service
What do you like best about the product?
The ease and usability of the tool
What do you dislike about the product?
There is a bit more data missing in the tickets
What problems is the product solving and how is that benefiting you?
Accelerate calls and customer service
Service cloud does what it needs to
What do you like best about the product?
The best part of service cloud is its seamless integration with the rest of the Salesforce ecosystem
What do you dislike about the product?
It's not as simple (plug-and-play) as some of the other ticketing systems out there.
What problems is the product solving and how is that benefiting you?
Communication across different, unintegrated, channels. Ticketing management and escalation. Automations.
Salesforce Service Cloud
What do you like best about the product?
Service cloud has been great - with the help of flows there is so much that can be automated. if anything goes wrong there is alot of support available and gets answered very quickly.
What do you dislike about the product?
salesforce setup can be a bit daunting at first until you get used to it.
What problems is the product solving and how is that benefiting you?
Service cloud helps us manager customer tickets and solve customer complaints. It helps us provide timely service to customers and their chargers
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