Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
6,949 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Great Out-of-the-Box Features and Easy to Use
What do you like best about the product?
Out of the box features and ease of use.
What do you dislike about the product?
I would like more features available in Omni supervisor.
What problems is the product solving and how is that benefiting you?
It is helping to track our customer issues and help agents efficiently solve the issues.
Great for Insights, but Reporting Needs Improvement
What do you like best about the product?
As a Senior Manager in Operations, Service Cloud allows my team a place to measure, track and gain actionable insights into the types of issues we’re supporting in resolving to better advocate for the efficiency of the business and our own processes.
What do you dislike about the product?
Reporting is not intuitive and requires an intimate knowledge of objects and their relationships. Templating repeat metric use cases would resolve a massive amount of manual lift and dependencies on SMEs.
What problems is the product solving and how is that benefiting you?
Casework is the bread and butter of our business supporting internal users, who are ALSO users of Salesforce so the relatability is shared.
Great Integration, But Limited History Tracking
What do you like best about the product?
The integration from Service to sales to import opportunities data is good
What do you dislike about the product?
History tracking is not available for all objects and is for limited fields
What problems is the product solving and how is that benefiting you?
We are able to manage our customers and use Omni channels to manage call center
Well-Designed Campaigns and Smooth Case Management
What do you like best about the product?
The campaign to Quote is best designed for most industries
What do you dislike about the product?
The case management feature is excellent and functions smoothly for handling and resolving issues.
What problems is the product solving and how is that benefiting you?
It’s helping streamline process and measure and categorize issues
Powerful Platform, but Overwhelming Pace of New Features
What do you like best about the product?
Service Cloud is not only case management, it has the full power of the platform behind it... so APIs, Flows, Apex, and of course Agents.
What do you dislike about the product?
There are so many new features coming out all the time it is hard to keep up!
What problems is the product solving and how is that benefiting you?
We are able to respond to our customers and make sure we are respecting SLAs and keeping them on track.
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.
Powerful Administration and Customization with Salesforce
What do you like best about the product?
I like the storage capacity of Salesforce Service Cloud, which allows me to effectively manage my customers' information. I also value the ability to process information and the tracking it provides, in addition to the customization of services that facilitates adaptation to our needs. The enhanced management of information, both at the customer and collaborator level, is extremely beneficial. I consider Salesforce to be an exceptional tool, even comparing it to a Ferrari of CRMs, for its scope and effectiveness.
What do you dislike about the product?
I think the issue of permissions for administrators can be a bit complicated and somewhat bureaucratic.
What problems is the product solving and how is that benefiting you?
I use Salesforce to better manage customer and employee information, improving organization and service, and increasing credibility.
Effective for Campaign Management, Improvement in Desired Programming
What do you like best about the product?
I love the ability to manage many campaigns at the same time and the ease of identifying emails by campaigns for different projects. I also appreciate how Salesforce Service Cloud helps us in managing important communications, such as sending event invitations and deadline reminders to our audiences.
What do you dislike about the product?
Perhaps make the scheduling of emails simpler.
What problems is the product solving and how is that benefiting you?
We use Salesforce Service Cloud to send important emails, manage campaigns, and identify emails for different projects, facilitating communication and organization.
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
Customizable and Easy Integration, but Lacks Scalability
What do you like best about the product?
Great customizable options, easy to integrate with 3rd party applications
What do you dislike about the product?
Not scalable & hard to customize all the features
What problems is the product solving and how is that benefiting you?
Improve the integration quality
showing 11 - 20