Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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service level assessment
What do you like best about the product?
I really like how service level assessment in Salesforce Service Cloud involves a few key components that help measure customer service effectiveness and user satisfaction. Easy setup and you can improve service level assessment in Salesforce Service Cloud and ensure your customers receive high-quality service.
What do you dislike about the product?
There's nothing specific you don't like but maybe some reports can be improved, but I know it's possible with Tableau
What problems is the product solving and how is that benefiting you?
We did not have defined SLA control and clear SLAs for different types of requests. We can now monitor compliance with SLAs to ensure customer expectations are met.
Service Cloud
What do you like best about the product?
Omni-Channel provides a way to route work to agents. 360 connectivity is essentially one of the most important points of using the Service Cloud, we use it daily. It's easy to set up and train agents on it. It is excellent to have the option to route cases, chat sessions, messaging sessions, etc. With the new Enhanced Omni-Channel, we hope for even more improvements in that department. Also, one important point of the Service Cloud is the easiness of integrating with e-mail and site using email-to-case and web-to-case.
What do you dislike about the product?
Without a doubt, Enhanced WhatsApp. My main issue with it is:
- The Messaging Platform Key value is unpredictable in Brazil, thus making it hard to have any flow that creates MUs.
- Sometimes our agent's messages do not reach the client, but the system says they did.
- Cannot delete duplicate MUs because of Messaging Sessions, the only way to end MS is through a buggy related list button, and if the MS gets deleted it's impossible to delete the MU.
- Sometimes MUs get a session with the status "Error" making it impossible to close the session, requiring our agents to instruct the client to opt-out of the channel and opt-in again.
- We get error messages when the client sends a file that is over 76 characters long. Most of our clients' file names are generated by a system, so many of them are over the character limit.
- In random situations, users do not appear as an option to transfer a MS to. Logging in and out does not seem to resolve. It is almost as if that specific session cannot be manually transferred to a determined user (which varies and can be anyone).
- Validation rules on the MS object cause it to behave erratically, essentially the MS status always updates to error, we cannot force, for example, a certain field to be filled before the agent closes the session.
- There is no way to get the message referenced in a reply, only the actual text. This is very prejudicial in our business case.
All of the topics above had a support case created for them, the engineers were very attentive and polite, but at the end of the day, they said there was nothing to be done from their end.
- The Messaging Platform Key value is unpredictable in Brazil, thus making it hard to have any flow that creates MUs.
- Sometimes our agent's messages do not reach the client, but the system says they did.
- Cannot delete duplicate MUs because of Messaging Sessions, the only way to end MS is through a buggy related list button, and if the MS gets deleted it's impossible to delete the MU.
- Sometimes MUs get a session with the status "Error" making it impossible to close the session, requiring our agents to instruct the client to opt-out of the channel and opt-in again.
- We get error messages when the client sends a file that is over 76 characters long. Most of our clients' file names are generated by a system, so many of them are over the character limit.
- In random situations, users do not appear as an option to transfer a MS to. Logging in and out does not seem to resolve. It is almost as if that specific session cannot be manually transferred to a determined user (which varies and can be anyone).
- Validation rules on the MS object cause it to behave erratically, essentially the MS status always updates to error, we cannot force, for example, a certain field to be filled before the agent closes the session.
- There is no way to get the message referenced in a reply, only the actual text. This is very prejudicial in our business case.
All of the topics above had a support case created for them, the engineers were very attentive and polite, but at the end of the day, they said there was nothing to be done from their end.
What problems is the product solving and how is that benefiting you?
It created a single system in which the manager can see what is happening with its agent's MS. It creates possibilities to send surveys, integrate bots. None of that was available when using WhatsApp Business in each agent company phone.
We really enjoy the Digital Engagement, that is the primary factor in using Salesforce in our company.
We really enjoy the Digital Engagement, that is the primary factor in using Salesforce in our company.
The most configurable service platform
What do you like best about the product?
No business operates in isolation, and each has its own unique needs. The flexibility to customize the platform to fit our requirements is essential. Since we also use Sales Cloud, the fact that both systems run on the same core without needing complex integrations is a critical element in delivering outstanding customer service. Additionally, the seamless integration with our Gmail provider streamlines workflows by allowing data access and sharing between systems without the need to switch between screens, saving valuable time.
What do you dislike about the product?
I understand that with such flexibility, a bit more time may be needed for initial configuration. However, thankfully, it’s a one-time effort, and once everything is set up, the platform runs smoothly. A potential improvement could be offering industry-specific preconfigured settings during the initial onboarding process, as configuration needs can vary between companies.
What problems is the product solving and how is that benefiting you?
The automation and integration capabilities have significantly reduced the time spent on our tasks, enabling us to better meet and uphold our SLAs. This has greatly improved our ability to keep our customers satisfied.
Service cloud is the real deal
What do you like best about the product?
Salesforce's service cloud is the most user friendly and interactive platform for customer service , the platform allows you to build flows and auto response emails for better client experience, salesforce service cloud allows you to link other apps like whatsapp and facebook to better connect with yout clients. the system is user friendly and easy to teach your users
What do you dislike about the product?
Specific features like call recording and multi-party calls still face limitations.
What problems is the product solving and how is that benefiting you?
it is solving client engagement, the platform is currently assisting us to breach the gap between the business and clients, effeciently assisting with email to case, colleration between departments and easy to use client information population, it also allowed us to incoporate systems like AWS and PowerBI
MyExperienceonServiceCloud
What do you like best about the product?
Salesforce Service Cloud has several standout features that make it a powerful tool for customer service management. Here are a few aspects that are particularly impressive like Case Management , Knowledge base,Service analytics,AI and Automation and Omini channel routing.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful tool, there are a few areas where users might find room for improvement as a like few Complexity Customozation challenges,Performance issues,Integration COmplexity,Support few can be improved more
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses several key challenges in customer service management, providing significant benefits to businesses
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
like Improving Customer Support Efficiency,Enhancing Customer Experience,Reducing Operational Costs,Integration with Other Systems.
Super configurable and scalable
What do you like best about the product?
Useful automations and flows that can be completely customised and aligned to internal business processes.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
Customer support team are always helpful and quick to respond.
Easy to use as an end user once configured and set up.
What do you dislike about the product?
Generally requires someone with Salesforce experience to manage it - not really something just anyone can pick up and start using without some training.
What problems is the product solving and how is that benefiting you?
Case handling, logging and complaint resolution.
Salesforce remains the best tool for efficient customer service
What do you like best about the product?
Salesforce makes customer relations so effective and efficient that all customer support tools and operations can be managed from one spot which leads to higher customer retention and improved sale
What do you dislike about the product?
As for now i cant pinpoint a downside, all positives and good improvements.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the problem of customer service and management and through it, provides good analytics for predicting and engaging customers behaviours for improved sales.
Salesforce Honest Review
What do you like best about the product?
It has so many features which are separetely listed in the quick find option such that it gets easier to configure and exlore the new feature releases. Also the theme changing option is quite interesting as it allows users to get a new feels at every interval making the whole salesforce usage expirience quite unqiue.
What do you dislike about the product?
Nothing as such. But maybe some of the screen for flows creation can be made a bit simpler to use.
What problems is the product solving and how is that benefiting you?
It streamlines the customer care process.
Does what it's marketed to do better than any other product in this space
What do you like best about the product?
The following points resonate most with me being a long time user of Service Cloud
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
- The ease of setup which means even administrators can configure Service Cloud without needing coding experience
- Omni-channel configuration which provides a great customer experience irrespective of the channel the customer decides to leverage
- Extensive analytics which allow customers to be on top of the game by tracking key APIs
With the extension of service cloud with AgentForce and upcoming AI features, this will further enhance the ability of Service Cloud to provide even better customer experience and add value to their implementations.
What do you dislike about the product?
The only downside I have seen is the number of product naming changes that are taken up by Salesforce. While there is communication available to understand more about these changes, it will still be beneficial to limit these changes to avoid any inadvertent miscommunications.
What problems is the product solving and how is that benefiting you?
- Omni-channel experience
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
- Ability to integrate service with knowledge base thereby reducing the case resolution time
- Availability of AI features which further enhance service operation's productivity
Unparalleled customer insights
What do you like best about the product?
Automated Workflows: Streamlined processes with workflow automation, reducing manual tasks.
What do you dislike about the product?
Pricing plans can be expensive, especially for small businesses or enterprises with simple support needs.
What problems is the product solving and how is that benefiting you?
Automated workflows streamline support processes.
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