Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Great tool for a large service team
What do you like best about the product?
- It's flexible and can account for complex support processes
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
- Easily set-up queues, case record types and support workflows
- Salesforce support is very helpful and quick to respond
What do you dislike about the product?
- Case assignment automation is very limited, which is a requirement right now in the new world of AI
What problems is the product solving and how is that benefiting you?
Problems we're solving with Service Cloud:
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
- Setting-up queues for different support/ service teams
- Solving technical support problems for our clients
- Proactively managing our clients' success and work to improve their product adoption
- Escalation management for our technical support cases
- Managing entitlements and defining contractual service SLAs
How this is benefiting us:
- Ability to adapt to complex support/ CSM processes
- Workflows are very powerful and can be used to establish an extremely streamlined technical support process
- Felxibility to define custom fields to account for additional data points
- Easy to integrate with other CSM and internal tools
Great way to track customer case tickets and activities
What do you like best about the product?
Salesforce Service Cloud is a great way to track incoming cases, related activities and reporting easily
What do you dislike about the product?
There are very few downsides that I have found. Recently, as we are in AI era, a lot of AI stuff is limited with purchasing add-ons to have gen AI enabled oherwise you won't be able to access Einstein.
What problems is the product solving and how is that benefiting you?
Salesforce Service cloud is amazing for Case Management and reporting and tracking those efficiently. We have workflows created to optimize the process more based on our custom business needs.
Case Management and Service Cloud Voice
What do you like best about the product?
We have been using salesforce case management for a long time but more recenlty started using workorders to provide our technicians with clear work instructions and the ability to report back on each line item so the customer can see what was done.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
As always the salesforce user interface is by far the easiest to use and very intiuitive. we have been on SF for over 10 years now and SF keeps improve the expeirience.
The number one thing i love to share with others looking at using salesforce is the ability to customize for your busienss. Without the ease of implementation salesforce offers, it is very hard to make the system grow with your business.
SF customer support is second to none. things are fixed in record manner and if there are any issues our sales rep is quick to jump in and make things happen for us.
We have 25 people in salesforce 24/7. Our business would not be where it is today, if it wasnt for salesforce.
What do you dislike about the product?
Cost of intergrations can be a set back. We have found we can develop our own solution 90% of the time.
What problems is the product solving and how is that benefiting you?
Automatic data collection from emails, and phone calls is world class and makes the customer experience far more enjoyable.
Salesforce Service Cloud has enhanced our ability to deliver exceptional customer experiences.
What do you like best about the product?
The case management system is intuitive, enabling our team to resolve issues efficiently. The analytics and reporting tools provide valuable insights into our service performance, helping us make data-driven decisions.
What do you dislike about the product?
Configuring the system to fit specific needs might require significant time and effort.
What problems is the product solving and how is that benefiting you?
It brings everything together in one place, making it easier to keep track of interactions and ensure nothing slips through the cracks
Easy and powerful, yet confusing.
What do you like best about the product?
Service Cloud has enabled us to design our future vision. Its flexibility and ease of use are incredible for this, especially the open APIs that are provided and the fact that almost every other solution provider already has some type of integration or knowledge of it. The ability to create sandboxes is by far the best feature, allowing for an incredible variety of tests, including parallel and isolated tests, enabling different teams to test different functionalities without conflict. In addition, the platform allows extensive customization, from visual changes to permission settings.
What do you dislike about the product?
By far, what I dislike the most is the redundancy of features that only work in either the Lightning or Classic environments. This causes some confusion about which should be used in which situation. A simple example of what I’m talking about is the email templates for use with email alerts. Removing this redundancy would be amazing. The APEX language, in my opinion, is not very user-friendly and can be a bit confusing—when should I use a class? A trigger? Something else? Anyway, it’s purely a lack of knowledge and needs to be studied, but I believe it could be a unified environment for custom code. There must be a reason for it being this way, but I still don’t understand it. Allowing the execution of other languages, in my case Python, would be fantastic. But I understand that this might be quite challenging.
What problems is the product solving and how is that benefiting you?
Before Service Cloud, we were very limited in terms of improving customer service processes, reporting, and integration. Service Cloud came precisely to solve these problems. With it, we were able to test and implement new service workflows that optimize the workforce, with few limitations on what can or cannot be done by the platform’s functionality. The API connection enabled and simplified the use of any BI tool, including Salesforce itself. The ease of integration opens up a range of opportunities for connecting with legacy systems and third-party tools that we hadn’t even imagined.
Incredible agile and flexible platform that functions as a platform for every business process
What do you like best about the product?
An extensive platform that doesn't just have the functionality to support various business use cases, but also has extensive documentation and help set up to help you in implementing these functionalities.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
Salesforce isn't just for advanced developers, but also provides enough functionality that those with little to no knowledge of code at all can easily implement advanced functionality to assist in their business.
Not just developers, but also end users, can find their way around Salesforce with ease. Services and functions are categorized into logical places which enables even our not tech-savvy users to use the platform.
What do you dislike about the product?
Salesforce is extensive, but might sometimes be a tad too extensive. Despite already having experience with it, we still discover functionalities that can really help. While these functionalies are often found in the setup component, there is nothing that really 'lets you know its there' so to speak. Some of the documentation links to these funcitonalities are also broken due to the site migrating a while ago, due to which some google results now consist out of broken links
What problems is the product solving and how is that benefiting you?
We mostly use Salesforce Service Cloud to have all of our data in one, easy to access online database (and to get rid of local Excel files, by extension)
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
The immense benefit I feel is that if one user updates certain data, that this update is immediately visible to all users, that there is only one source of truth. An added benefit is that this source of truth is accessible everywhere due to being completely in a browser environment.
We also get valuable insights due to Salesforce Service Cloud being such a huge help to us. Every interaction that someone might have with a customer is easily logged, making data visualization like dashboarding a breeze.
Service cloud - Necessity for Service industry
What do you like best about the product?
Service cloud helps streamlining the service processes. No need to have multiple channels or multiple platforms.
With service cloud we can customize the user experience and help them resolve their issue in less time and at the same time service agents have their life easy.
We can implement bots for customer support.
With service cloud we can customize the user experience and help them resolve their issue in less time and at the same time service agents have their life easy.
We can implement bots for customer support.
What do you dislike about the product?
Needs to be more standard, sometimes we can find some limitations in email to case functionality which I had used in my previous projects. Otherwise it's good
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud has been a game changer for us when it comes to managing customer cases. Its case management system makes it easy to track, prioritize, and assign cases, so nothing slips through the cracks. We can ensure every customer issue is handled quickly and efficiently by the right team member, which has really improved our response times.
The knowledge base feature has also made a huge difference in how our team works. By having a centralized library of articles and resources, our agents can easily find answers to common customer questions.
Another standout feature is the omnichannel routing. With inquiries coming in from all directions—email, phone, live chat, and even social media—Service Cloud automatically routes each one to the most qualified agent. This means customers get connected to the person who can help them best, improving their overall experience with us.
The knowledge base feature has also made a huge difference in how our team works. By having a centralized library of articles and resources, our agents can easily find answers to common customer questions.
Another standout feature is the omnichannel routing. With inquiries coming in from all directions—email, phone, live chat, and even social media—Service Cloud automatically routes each one to the most qualified agent. This means customers get connected to the person who can help them best, improving their overall experience with us.
Customer Support with Salesforce Service Cloud
What do you like best about the product?
It has been a game-changer for our customer support. It's highly customizable and has helped us streamline our workflows and improve response times. The customizability of it allowed us to tailor it to our in-house process and at the same time improve our process. Overall, it's an excellent tool for enhancing customer service efficiency and satisfaction.
What do you dislike about the product?
There is a bit of a learning curve especially if you want to customize it according to your in-house processes.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is solving several key problems for us, including:
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
-Improving Customer Response Times,
-With all customer data, interactions, and history Providing 360-Degree Customer View in one platform
-Allowd us to handle customer requests from multiple channels
-Boosting the Support Teams Productivity
Service Cloud help in resolving customer case and help to increase customer satisification
What do you like best about the product?
I mostly like omni channel routing which help the agent resolve or customer issue
What do you dislike about the product?
We have face so many issue with CTI and it also complex compare to service voice but yet service voice mostly surport amazon connect only as cti and other cti can only integrate using amazon third party cti
What problems is the product solving and how is that benefiting you?
Maintain chat history which help us to resolve case faster
Service Cloud is powerful but complex, with a steep learning curve.
What do you like best about the product?
What I like best about Service Cloud is how it centralizes our customer support operations. The case management system is really comprehensive, allowing us to track and resolve issues efficiently. I especially appreciate how it gives us a holistic view of each customer's history and interactions.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
The customizable interface is also a big plus. It lets me tailor the experience for different team members, ensuring everyone has access to the information most relevant to their role.
What do you dislike about the product?
What we dislike most about Service Cloud is its complexity. While it's powerful, we find it can be overwhelming, especially for our new team members. The learning curve is steep, and it often takes a lot of time and training for our staff to become proficient.
What problems is the product solving and how is that benefiting you?
We're using Service Cloud to tackle several key challenges in our customer support operations. It's helping us manage customer inquiries more efficiently by centralizing all our support channels in one place. This means whether a customer reaches out via email, phone, or chat, we can track and respond to their issues seamlessly.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
The automation features are a big help too. We've set up automatic case routing and some basic response templates, which has cut down our response times significantly. This means our customers are getting faster service, and our team is spending less time on repetitive tasks.
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