Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Easy to Set Up, No Major Drawbacks
What do you like best about the product?
Easy to setup and maintain and deliver to the team
What do you dislike about the product?
Sometimes it is difficult to manage all types of cases
What problems is the product solving and how is that benefiting you?
Visibility, transparency and management of cases
Streamlined Customer Support with Deep Insights but Complex Setup
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to centralize all customer interactions across multiple channels—email, chat, phone, and social—in one place. The unified console allows service agents to quickly access case histories, related knowledge articles, and past interactions, which dramatically improves response accuracy and resolution speed. Features like macros, automation rules, and Einstein AI recommendations reduce repetitive tasks and help prioritize urgent cases efficiently. Real-time dashboards and reports provide managers with deep insights into team performance and customer satisfaction trends. Overall, Service Cloud enables a seamless, data-driven customer support experience that enhances both agent productivity and customer trust.
What do you dislike about the product?
What I dislike about Salesforce Service Cloud is its steep learning curve and complex setup process, especially for organizations without dedicated administrators. Configuring workflows, omni-channel routing, and custom reports often requires specialized knowledge, which can delay full adoption. The interface can also feel cluttered when too many components or custom fields are added, potentially confusing new agents. Integration with external systems is powerful but sometimes demands additional middleware or developer support. Lastly, licensing and feature-based add-ons can raise overall costs quickly, making it less accessible for smaller support teams.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves major challenges in managing fragmented customer inquiries and inconsistent support quality across channels. Before its adoption, our team handled emails, calls, and chat messages separately, leading to duplicated efforts and missed follow-ups. With Service Cloud, all interactions are centralized into one console, providing a full 360-degree view of each customer. Automated case routing ensures that issues reach the right agent quickly, while macros and templates reduce repetitive responses. The built-in Knowledge Base empowers agents to share accurate solutions instantly, improving first-contact resolution rates. Dashboards and AI-driven insights also help managers identify bottlenecks and track customer satisfaction in real time. As a result, response time and service consistency have both improved significantly.
Great for Case Management, but Challenging to Track Resolution and Productivity
What do you like best about the product?
Most useful for us is the case management. Our different service and support teams can both manage and their own cases as well as collaborate and to route in between.
What do you dislike about the product?
It has been difficult for us to implement tracking for resolution and service rep productivity. The whole process was very cumbersome and took a long time to implement. And still we find it somewhat hard to monitor and properly assess our case data.
What problems is the product solving and how is that benefiting you?
Transparent handling of customer issues and time saver, as an example in the past we had a lot of duplicate cases due to customers rescuing out to various teams or team members and we had no way of catching that.
Streamlined Process Makes Things Easy
What do you like best about the product?
The process is streamlined and with agent force the automation is providing a better ROI
What do you dislike about the product?
The license coat can be checked , if that can be reduces.
What problems is the product solving and how is that benefiting you?
The support process
Ideal for Implementation Partners with Comprehensive Features
What do you like best about the product?
This product is well-suited for implementation, especially since we serve as the implementation partner for our customers.
What do you dislike about the product?
There isn't anything I dislike; I really appreciate the range of features that Service Cloud provides.
What problems is the product solving and how is that benefiting you?
This tool helps shorten lengthy call times for end customers, allowing them to resolve their issues independently.
Good support and guidance, but lacks adaptation to Latin American schools.
What do you like best about the product?
They offer strategic accompaniment, functional guidance, and support that truly make a difference.
What do you dislike about the product?
There are few use cases that truly fit Latin American schools. The challenges we face in the global south are not the same as in other regions.
What problems is the product solving and how is that benefiting you?
I still don't have all the complete information, as I am new in my role.
Improved Client Request Management
What do you like best about the product?
Cases have made it much easier to manage/track client requests. Previously we had been using a shared inbox.
What do you dislike about the product?
Sometimes there are issues with cases getting duplicated whenever someone replies to an email thread
What problems is the product solving and how is that benefiting you?
Managing a larger volume of client requests. It's easier now that the whole team can see what requests are coming in. We now also have the ability to report on how much time/how many requests we fulfill per client.
Innovative Services, but Pricing Complexity and High Entry Barrier
What do you like best about the product?
The pace of Agentforce innovation for services
What do you dislike about the product?
Agentforce pricing complexity and high entry barrier
What problems is the product solving and how is that benefiting you?
Customer support
Speeds Up Daily Work Efficiently
What do you like best about the product?
It speeds up my daily tasks, allowing me to accomplish more work throughout the day.
What do you dislike about the product?
I haven't encountered any significant problems while using this in my daily work.
What problems is the product solving and how is that benefiting you?
It helps keep track of tickets and speeds up the process of resolving issues.
Great for Centralized Info and Tracking, but Reporting Customization Needs Improvement
What do you like best about the product?
Centralized customer information and Lead & Opportunity Tracking has benefited my company and sales team significantly.
What do you dislike about the product?
The limitations to customized reporting when certain fields are shared or not shared across different Salesforce objects
What problems is the product solving and how is that benefiting you?
The issue of managing support across multiple channels (phone, email, chat, social media)
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