Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
5,461 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Elevating Customer Service Through Salesforce Service Cloud?
What do you like best about the product?
Its ability to manage customer cases from creation to resolution is one of its best features. Also, I like the automated workflows and omnichannel that supports streamline customer interactions across multiple platforms like email, phone, chat, and social media.
What do you dislike about the product?
For new users, especially those without prior experience in Salesforce, the platform can be complex to navigate. Its vast customization options, while powerful, can make the initial setup and learning process time-consuming.
What problems is the product solving and how is that benefiting you?
One of the most valuable aspects of Salesforce Service Cloud is its ability to centralize all customer case information within a single, unified platform. This consolidation of data ensures that all customer interactions, case histories, and support tickets are easily accessible, allowing service team to manage cases efficiently and provide more personalized customer support.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Another standout feature is the ability to generate detailed reports and dashboards. With these reports and dashboards, we can track service metrics, identify bottlenecks, and optimize workflows.
Dashboards and Reports are easy to build, but trends analysis and other B.I. metrics are lacking
What do you like best about the product?
It is very user-friendly when it comes to building dashboards and reports.
What do you dislike about the product?
Business Intelligence metrics is lacking. Would like to see more options for charts, graphs, trends analyses, etc.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is our main system of record for Contact Center Excellence. We use it to track cases from calls to email, use it to manage Field Services work orders, and also use it to build our Internal Knowledge Base.
Comprehensive and Flexible Customer Support Solution
What do you like best about the product?
The ease of use and high integration capabilities of Salesforce Service Cloud make it relatively easy to integrate with other tools and platforms. The wide feature set, including omnichannel routing, case management, knowledge base, is good in that it makes such simplification of operations of customer service easy. A highly customizable and flexible platform, this creates wonderful solutions for business of all sizes. Top-notch customer support and the resources from Salesforce guarantee great guidance both in terms of implementation and everyday usage.
What do you dislike about the product?
Service Cloud is very feature-rich, sometimes at the cost of complexity for users new to it. It can be really quite daunting, especially when first run and especially at configuration. If not trained, especially on small businesses, that steepness in the learning curve could probably cause problems. High customization levels sometimes mean extended implementation times if these are not controlled properly.
What problems is the product solving and how is that benefiting you?
Simplified and streamlined workflows to automate processes and efficient case routing solve the complex challenges of customer support and case management. Salesforce Service Cloud centralizes customer interactions across multiple channels that improve their response time and overall customer satisfaction. Knowledge base and AI-powered tools, including Einstein Bots, reduce repetitive queries and let agents focus on more critical tasks. These would enable, then, not only a more efficient system but also high customer retention and a more responsive support system.
Great in the end but a big learning curve
What do you like best about the product?
After the initial setup phase, Service Cloud will be easy to use. The tools have enabled our company to be better organized and, in the end, support our customers not only faster but far better than ever before. We are not a large company, so the ease of integration was good, but it required some hired help in the form of an integrator, which was an added cost.
What do you dislike about the product?
There are a few things we do not like. A big one is only one asset per case. This hits us hard because it makes it difficult when we often have up to 200 assets on a single case but cannot log them in the database.
What problems is the product solving and how is that benefiting you?
We were coming from a shared inbox for customer support and now moving to a case/ticketing system has proven to be one of the best moves we have made.
Service Cloud with a professional Solution
What do you like best about the product?
On Service Cloud from Salesforce, you can access a range of features to manage customer experiences. Some popular features include Case Management, where you can track and resolve customer issues; Knowledge Management, where you can create and share articles and solutions; and Console, a customizable interface for service agents to work more efficiently. Additionally, you can leverage Salesforce's AI-powered tools, such as Einstein Bots and Einstein Customer Service Cloud, to streamline service operations and improve customer engagement. These features can help improve customer satisfaction, reduce service costs, and increase agent productivity, also the new Annoucement of Agentforce is a big stept in the next Area of Service.
What do you dislike about the product?
the License Costs with the Fieldservice and Agentforce is to much for a SMB. You shoud have a Flatrate or a Packaged Product for the SMB Market
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is a customer service platform that helps businesses deliver seamless customer experiences. It solves problems such as inefficient customer support, lack of visibility into customer interactions, and difficulty in providing personalized support. By using Service Cloud, businesses can integrate multiple channels, such as phone, email, and social media, into a single platform. This enables them to provide timely and accurate responses, improve customer satisfaction, and reduce support costs. As a customer, I benefit from personalized support, faster resolution times, and increased transparency into the service process.
Service Cloud to Bring Support, Loyalty and Grow The Sales
What do you like best about the product?
Sales, Service and Quoting are not silos. You can get customer to purchase one time but if you want happy customer then you need visibility of what customer requests are for sales and collaboration between sales and service. It also contribute to renewal process, upsell and new product interests that align with customers success and your company growth.
What do you dislike about the product?
Do not promote deflection of service as core. Deflection word will result into mental friction with customer and promotes negativity. Service is about satisfaction may it be through digital support or responses by the agent, Seamless passing of the information between various channels is important to not deflect calls but to improve customer satisfaction
What problems is the product solving and how is that benefiting you?
Service cloud solves problem by providing capability to leverage multiple channels that provides preferred channels for customers.
Excellent Service
What do you like best about the product?
Number of features is the best about Salesforce services cloud, but the complete of the tools of the Salesforce Service Cloud is another good feature
What do you dislike about the product?
I think the most dificult item of salesforce service cloud, its the learning curve of the Salesforce platform
What problems is the product solving and how is that benefiting you?
I used the Salesforce Service Cloud for my NGO
Service Cloud helps us deliver a customer experience at scale.
What do you like best about the product?
With the right team, it's incredibly effective and is a force multipier for our service teams.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
The training is great with Trailhead, and it makes it easy to test and configure new features before rollout.
The customer experience metrics speak for themselves.
What do you dislike about the product?
It requires architectural thought and a good team to implement.
It's relatively expensive, being best in class.
It's relatively expensive, being best in class.
What problems is the product solving and how is that benefiting you?
It allows us to have a 360 degree view of the customer, enabling all teams to know the good (and bad!) interactions with the customer.
This allows all teams to have the knowledge they need before they engage with a customer.
This allows all teams to have the knowledge they need before they engage with a customer.
Efficient Customer Support Platform with Powerful Features
What do you like best about the product?
Salesforce Service Cloud excels in providing robust features for case management and customer interaction tracking. Its integration with other Salesforce products, such as Sales Cloud, allows for a seamless experience in managing customer journeys, making it a versatile tool for support teams.
What do you dislike about the product?
The platform can be quite complex to set up and requires extensive customization to fit specific business needs. Additionally, its pricing can be prohibitive for smaller companies, especially when considering add-ons and third-party integrations.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps streamline our customer support process by centralizing interactions in one platform. This allows our team to respond quickly to customer issues, track the status of open cases, and ensure we meet service level agreements (SLAs). Integration with other Salesforce products also boosts efficiency, enabling a complete view of customer history and interactions.
Above & Beyond all Cloud Platforms
What do you like best about the product?
We started with a narrow use case to enable our team to better prioritize and document our interactions. We now have 5 separate workflows that correspond to solutoins in our business. We never say "no" to what we can do for clients or internal innovations.
What do you dislike about the product?
You must have expertise to maximize capabilities. If you don't, it doesn't mean you cannot achieve your goal, it means you'll do so by a hodge podge method that is far from ideal and doesn't scale efficiently or correctly
What problems is the product solving and how is that benefiting you?
We have unique workflows across multiple clients. So, not only do we have distinctness but we're also to utilize access controls. Additionally, our team is remote so a web app that's accessible is a requirement.
showing 221 - 230