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Would recommend but, be prepared
What do you like best about the product?
Flexibility to build, adapt or adjust everything to our company to all the present and future needs
What do you dislike about the product?
If connecting to other exisiting systems, pray that the connector exists, if not, pray again for a good integration partner.
Sometimes, something that is straight forward in other softwares is a bit tricky in Service Cloud
Sometimes, something that is straight forward in other softwares is a bit tricky in Service Cloud
What problems is the product solving and how is that benefiting you?
Connecting departments as if they were clients so we can garanty a good workflow internnaly
Salesforce Service Cloud - Robust tool for customer support
What do you like best about the product?
Salesforce Service Cloud has been a game-changer for our customer support team. The ability to track cases, automate workflows, and integrate with other tools (like Slack and Outlook) has saved us so much time. The omnichannel features are awesome—we can handle emails, live chats, and even social media messages all in one place. As its integrated in our support our daily operations are run on this.
What do you dislike about the product?
The biggest downside is how complex it can be. Setting things up the way we wanted took forever, and we had to bring in a consultant to help (which wasn’t cheap).Its little complex than other tools like Zendesk and the pricing is also on higher side. We even struggled for the support unless you buy the premium support plan.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, our support team was drowning in scattered emails, phone calls, and chat messages—no central system, missed follow-ups, and zero visibility into customer history. Now, everything lives in one place. Cases get automatically routed to the right agent, we have full context on past interactions, and we can even track customer sentiment. We achieved benefits like faster customer support and better team collaboration.
Service Cloud for your support experience
What do you like best about the product?
Easily integrates with the rest of the CRM to provide total account visibility
What do you dislike about the product?
It is an additional cost to survey customers.
What problems is the product solving and how is that benefiting you?
We leverage service cloud for cases, internally and externally.
This has been awesome
What do you like best about the product?
The salesforce has been a great asset in understanding tickets and resolving them.
What do you dislike about the product?
Nothing as such as it has been very helpful for me and my colleagues.
What problems is the product solving and how is that benefiting you?
Resolving tickets has become easier.
Service Cloud as Product
What do you like best about the product?
Salesforce Service Cloud is its robust omnichannel support and deep integration with other Salesforce products, making it an excellent tool for delivering consistent, personalized customer service at scale.
Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.
Customer support are easily manageable.
Its case management functionality along with AI and Automation (Einstein AI) makes its reliable and best product.
Customer support are easily manageable.
What do you dislike about the product?
1. Complex Setup and Customization
2.High cost
2.High cost
What problems is the product solving and how is that benefiting you?
1. Customer 360 view
2. Manual and automatic case management resolution
3. omni channel support
4. live agents functionality
5. call center set up for conversation
6. scaling up the operations
2. Manual and automatic case management resolution
3. omni channel support
4. live agents functionality
5. call center set up for conversation
6. scaling up the operations
Salesforce Serive Cloud Amazing if you have the Money!
What do you like best about the product?
Automation, Organization, and Robust Integrations!
What do you dislike about the product?
Price and lack of support, lack of usability
What problems is the product solving and how is that benefiting you?
They have the ability to automate, integrate, and configure almost any system to allow a significant reduction in demand on customer service teams.
The best service CRM in the market
What do you like best about the product?
Capturing customer interest. Assist them as per client first policy.
What do you dislike about the product?
There is not a such a thing to dislike service cloud
What problems is the product solving and how is that benefiting you?
Customer interactions are often spread across multiple systems (emails, phone, social media), leading to incomplete views.
Solution is Service Cloud provides a 360° customer view, integrating data from all touchpoints into a single console.
Solution is Service Cloud provides a 360° customer view, integrating data from all touchpoints into a single console.
Leverage top-tier automation capabilities while streamlining complex naming conventions
What is our primary use case?
We use Salesforce Service Cloud primarily for B2B sales. In my previous role, I built an organization of about 15,000 users, which was a large Salesforce organization. Now in my current organization, we service B2B with about 700 users.
What is most valuable?
Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.
What needs improvement?
Salesforce Service Cloud should focus on simplification. There are many overlapping capabilities, and they could benefit from identifying and retiring some products. Their frequent renaming makes it difficult to keep track of the latest features.
For how long have I used the solution?
I have been using Salesforce Service Cloud since 2008 for Sales Cloud and since 2016 for Marketing Cloud.
What was my experience with deployment of the solution?
Salesforce Service Cloud deployment is easy. However, new deployments are rare, and understanding existing configurations is challenging due to their prolonged market presence. This often requires expert Salesforce consultants.
What do I think about the stability of the solution?
We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption. These issues arise two or three times a year.
What do I think about the scalability of the solution?
Nobody can compete with Salesforce Service Cloud's scalability.
How are customer service and support?
The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted. I rate their support team as seven out of ten.
How would you rate customer service and support?
Neutral
What was our ROI?
Salesforce Service Cloud requires significant maintenance effort to see ROI. In my current organization, Salesforce Service Cloud is the only tool we use, while in my previous organization, ROI was observed after build and migration calculations.
What's my experience with pricing, setup cost, and licensing?
Salesforce Service Cloud is expensive, operating as the sole player in the CRM market space. Its pricing is high.
What other advice do I have?
Simplify the naming convention and do not change the names frequently so that it is easier for customers to keep track. I recommend Salesforce Service Cloud to others and rate it between seven and 7.5 out of ten. The overall solution rating is 7.5 out of ten.
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Flexible Service Solution for Businesses of All Sizes
What do you like best about the product?
I've implemented Salesforce Service Cloud for a diverse range of clients—spanning small businesses to large enterprises. Its flexibility and ease of use in configuration make it adaptable to different business needs, ensuring successful implementations across various industries. Even for complex setups involving external CTIs and third-party integrations, Service Cloud provides the scalability and tools to achieve seamless customer service operations. The depth of customization, automation, and AI-driven capabilities make it a top choice for organizations looking to enhance their service experience.
What do you dislike about the product?
There’s nothing major to dislike, but implementing complex scenarios often requires deep product knowledge and experience. Trailhead does a great job covering the fundamentals, and Salesforce Customer Support helps when an implementation hits a roadblock, but more in-depth documentation or advanced demos on complex implementations—especially for integrations with external CTIs and custom workflows—would be helpful.
What problems is the product solving and how is that benefiting you?
We use Service Cloud to manage customer cases efficiently. It helps us track and resolve issues while ensuring our support teams respond on time. The ability to access and create knowledge articles directly from cases makes it easier to resolve similar issues in the future. With automated case assignment, SLA tracking, and queue management, everything stays organized, and our support process runs smoothly.
Boost management and possibilities with a customer-centric focus.
What do you like best about the product?
The ability to adapt to each business while guiding you toward excellence through best practices.
What do you dislike about the product?
It requires a lot of study and dedication, especially if you’re adopting it without much prior knowledge.
What problems is the product solving and how is that benefiting you?
Data integration and Omni Channel. The consolidation and unification of applications for support translates into efficiency and speed.
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