Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Great Case Management, But Email Communication Needs Improvement
What do you like best about the product?
I appreciate how straightforward it is to manage cases and handle telephony tasks. The simplicity in both areas makes my workflow much smoother.
What do you dislike about the product?
The email communication system is not very user-friendly.
What problems is the product solving and how is that benefiting you?
Handling customer support queries.
Great Case Management, but Needs Better Out-of-Office Filtering
What do you like best about the product?
The ease having our cases in one place and routing.
What do you dislike about the product?
When accounts have out of office, it responds back to our case queue so it makes it a little confusing. I think we just need a better way to filter that out.
What problems is the product solving and how is that benefiting you?
A lot of cues coming in from different stakeholders as members students or partner partners even internal staff so it makes it all go into one place and route it to the right team members
Efficient Case Management, but Emailing Needs Improvement in Service Cloud
What do you like best about the product?
Managing cases is straightforward thanks to the use of record types, various queues, and the processes built around them.
What do you dislike about the product?
Emailing in service cloud is still a hassle especially with out of office emails
What problems is the product solving and how is that benefiting you?
The platform provides valuable insights into our workload and the speed at which we resolve cases.
Great Alternative to Freshdesk, but Pricey
What do you like best about the product?
Replaces Freshdesk and consolidates use of SF
What do you dislike about the product?
Cost can be a challenge for nonprofit orgs.
What problems is the product solving and how is that benefiting you?
Ability to use use helpdesk support across org whole
Great for Timely Assistance and Customization
What do you like best about the product?
Able to help and assist users in a timely manner
What do you dislike about the product?
Nothing really. We do a a lot of customization.
What problems is the product solving and how is that benefiting you?
No real issues.
Effortless Integration and Excellent Case Management
What do you like best about the product?
I appreciate the case management feature in Salesforce Service Cloud. It's been very easy to use and integrate with our existing systems, making it a seamless addition to our workflow.
What do you dislike about the product?
N/A
What problems is the product solving and how is that benefiting you?
I find the product streamlines case management, is easy to integrate with our systems, and requires no changes for improvement.
Salesforce Service Cloud
What do you like best about the product?
The most helpful thing we found using Salesforce service cloud is case management for our teams since we have multiple departments using different cases.
What do you dislike about the product?
Nothing comes to mind. We’ve really enjoyed using the service cloud!
What problems is the product solving and how is that benefiting you?
Haven’t had any specific problems just yet.
Effortless Setup and Effective Customer Management
What do you like best about the product?
I find Salesforce Service Cloud to be very easy to use with all necessary features available right out of the box. It effectively helps in tracking time to resolve tickets, provides an escalation path, and allows for tracking points of connection with the client. Email to case is particularly useful for managing operations. The intuitive design and comprehensive features have met my needs, making it a product I would choose again. Overall, I have been highly satisfied, which is why I am likely to recommend it to others.
What do you dislike about the product?
H Nothing
What problems is the product solving and how is that benefiting you?
I use the product to manage client support efficiently, tracking resolution times, escalation paths, and client interactions effortlessly.
Great Einstein Bots, But High Cost and Steep Learning Curve
What do you like best about the product?
It comes with Einstein bots and that is a big plus for us
What do you dislike about the product?
High cost and per user pricing and a steep learning curve
What problems is the product solving and how is that benefiting you?
Fragmented communication, slow resolution times
Flexible Service Console and Omni-Channel, but Needs Better Outlook Integration
What do you like best about the product?
I like the service console and how you can tailor it. It's great you can connect multiple channels using omni-channel. Case management including escalation is easy.
What do you dislike about the product?
Integrating agentforce with our email service, like Outlook, would be very helpful. Most of our team prefers to handle their emails directly from Outlook. While automation can be managed in Salesforce, being able to stay within Outlook would make things much more convenient.
What problems is the product solving and how is that benefiting you?
The automatic creation of cases and the autofill feature for certain fields make it much faster for agents to respond to client queries. This increased speed helps lower human costs, and our customers are pleased when they receive prompt answers.
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