Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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Director
What do you like best about the product?
Case Management is more easier for agents.
What do you dislike about the product?
Licensing is bit expensive when using voice features.
What problems is the product solving and how is that benefiting you?
Helping agents to resolve their customer issues
Great Omnichannel Experience, but Pricey with Add-Ons
What do you like best about the product?
The isnthe posibioity of contact onmicanalmente with ol my clienta with the same experience
What do you dislike about the product?
Maybe the price and his addons, its a little expensive
What problems is the product solving and how is that benefiting you?
Client standarized contactability
Great Features and SLA Queue Survey, but Data Automation Needs Simplification
What do you like best about the product?
The complete function with sla queue survey
What do you dislike about the product?
The fact that the data automation is with lot config
What problems is the product solving and how is that benefiting you?
The demand management from the customere
Flexible Service Model, but Limited Customization for Email-to-Case Logic
What do you like best about the product?
I love the flexibility to build out a service model that fits our business needs.
What do you dislike about the product?
At times, I have encountered certain limitations that appear to lack customization options. For instance, I wish there were a way to further modify the logic behind email-to-case functionality. I have experienced situations where someone uses 'reply all' and attempts to open a new case, but instead, the message is appended to the existing case, causing the request to be overlooked.
What problems is the product solving and how is that benefiting you?
We wanted a way to internally track cases within Salesforce, instead of it being desynchronized with Service now.
Great Out-of-the-Box Features, but Some Are Hard to Discover
What do you like best about the product?
There is a lot of functionality out of the box to get going without much setup.
What do you dislike about the product?
Some of the features are obscure and require a lot of reading to figure out.
What problems is the product solving and how is that benefiting you?
Helps my customers get faster responses from my team
Efficient Customer Service with Service Cloud
What do you like best about the product?
Service cloud allows are agents to quickly service customers with ease.
What do you dislike about the product?
I like service cloud. Nothing negative to say at this time. Na
What problems is the product solving and how is that benefiting you?
One application to service retail and credit card customers.
Easy Admin Operation and Clear Data Visibility
What do you like best about the product?
For admin, easy to operate. Can see the data easily.
What do you dislike about the product?
It’s big platform, for the new user need to take many times to get familiar, I know is every platform is like this, but maybe there is more easy way I just don’t know
What problems is the product solving and how is that benefiting you?
User can find answer at their own, save time for the email communication between user and admin
Great Functionality, No Major Complaints
What do you like best about the product?
Is practical for users and this is good for me
What do you dislike about the product?
I haven't found anything that I dislike so far, maybe in the future, but for now there is nothing that bothers me.
What problems is the product solving and how is that benefiting you?
The response time for clients has been reduced, leading to greater efficiency.
Efficient Case Management, but Steep Learning Curve with Service Cloud
What do you like best about the product?
What I like most about service cloud is the ability to streamline and centralize case management. Service Cloud provides a single location to manage all customer interactions, cases, and support workflows.
What do you dislike about the product?
The hardest part about Service Cloud is that it involves a steep learning curve. The platform can be overwhelming for new users due to its vast features and complexity, requiring extensive training for staff.
What problems is the product solving and how is that benefiting you?
Service Cloud has helped us have a centralized system for customer cases as well as allow us the ability to utilize powerful automations within our org.
Great for Client Experience and Automation, but Analytics Needs Improvement
What do you like best about the product?
What I appreciate most is the ability to create excellent experiences for our clients. I also value how we can gather data to identify what aspects of our services are working well and which areas need improvement. Additionally, the option to automate certain support activities is a significant benefit.
What do you dislike about the product?
The built-in analytics feature isn't very impressive.
What problems is the product solving and how is that benefiting you?
This tool assists us in managing client success, as well as handling escalations and feedback more effectively.
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