Salesforce Service Cloud
Salesforce, Inc.External reviews
6,948 reviews
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External reviews are not included in the AWS star rating for the product.
Excellent Case Management and Reporting with Few Drawbacks
What do you like best about the product?
I appreciate the robustness of the Case Management and reporting features.
What do you dislike about the product?
There’s not much that I dislike about Service Cloud.
What problems is the product solving and how is that benefiting you?
The management and tracking of customer requests and issues that must be solved across multiple teams.
Great Features Like 360° View and AI, but Performance Lags with Heavy Data
What do you like best about the product?
360° Customer View, AI powered assistance, Omni channel support
What do you dislike about the product?
Performance Issues with Heavy Data, Offline capabilities are limited compared to some dedicated field service tools
What problems is the product solving and how is that benefiting you?
Slow and Inconsistent Case Resolution, Lack of Real-Time Visibility for OEMs and Dealers
Great All-in-One Platform
What do you like best about the product?
It’s all in one place - all the communication channels, all customer data.
What do you dislike about the product?
It is on the expensive side pf similar products.
What problems is the product solving and how is that benefiting you?
Supporting our customers in am effective way.
Easy to Use, No Major Drawbacks
What do you like best about the product?
Easy to use, usable UX, and easy to manage and works great with our business.
What do you dislike about the product?
Too convulsed ux and cumbersome - too much use of thr real estate
What problems is the product solving and how is that benefiting you?
Helping mange customer service calls
Efficient Case Management with Robust Support
What do you like best about the product?
I find Salesforce Service Cloud's case management and routing capabilities excellent for managing end-to-end service processes efficiently. The knowledge articles provide valuable insights for agents, and the use of Chatter for communication enhances team collaboration. The support team helped us through the initial setup challenges, making the system work smoothly. The predefined service processes are incredibly helpful for my organization, simplifying workflow with built-in features we just need to adapt and utilize.
What do you dislike about the product?
I initially faced difficulties in setting up Salesforce Service Cloud due to the complexities involved with integrating various interfaces like web-to-case and email-to-case. Although the system is working smoothly now, this setup process was challenging. Additionally, I feel that the platform could be improved by integrating more AI capabilities. This enhancement would assist agents in obtaining proper resolutions more efficiently.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for efficient case management and routing, with features like knowledge articles and Chatter enhancing our service process and agent communication.
Great Call Center Experience, No Complaints
What do you like best about the product?
Call center, console, navigation I’ll prompt
What do you dislike about the product?
Nothing nothing’s nothing nothing nothing’s
What problems is the product solving and how is that benefiting you?
Call center
Great Case Management, But Navigation Needs Improvement
What do you like best about the product?
Case management and approval process, case
What do you dislike about the product?
navigating with default page layouts and
What problems is the product solving and how is that benefiting you?
Operations management for salespeople and
The Best Tool for Case Tracking, Intuitive and Effective
What do you like best about the product?
I like that the configuration of Salesforce Service Cloud is very intuitive, which makes it easy to use from the start. I find that the tracking of internal tickets is a great advantage, helping in the efficient management of cases. Additionally, I appreciate the automatic information that agents receive, which is very convenient. For me, it is the best tool for case tracking.
What do you dislike about the product?
Everything works great
What problems is the product solving and how is that benefiting you?
I use the product for tracking internal tickets, which makes it easier for agents to have automatic access to information. It is an intuitive tool that I consider the best for case tracking.
Great Platform Integration with Salesforce
What do you like best about the product?
This product is developed on the Salesforce platform, allowing organizations to create adaptable solutions.
What do you dislike about the product?
Cost could be prohibitive for some organizations
What problems is the product solving and how is that benefiting you?
Servicing program participants and escalating issues
Boosted Contact Center Efficiency
What do you like best about the product?
I appreciate how Salesforce Service Cloud has significantly improved efficiency for our contact center agents, allowing for more effective responses to cases. The seamless routing of calls to appropriate platforms is particularly helpful. The system’s integration capabilities with existing CRM and telephony systems are also notable, enhancing our overall service operations.
What do you dislike about the product?
{"The initial setup of Salesforce Service Cloud required significant effort. We needed to conduct extensive training sessions for our product center agents on how to use the service plan effectively.","Integrating Salesforce Service Cloud with our CRM system required additional resources and effort, as there was a need to ensure a seamless connection without introducing unnecessary complexity.","The integration of a DCR capability within the service side, that can work effectively with CRM integration, is lacking. This would help automate processes more efficiently and is not currently present in the system.","The service line and CRM application are not seamlessly integrated as they are supposed to be on the same platform, indicating a need for smoother integration."}
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud increases efficiency for contact center agents by streamlining case response and integrating with downstream systems.
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