Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Robust features
What do you like best about the product?
I like its robust system which offers greate enhancement to the business.
I love its case managemnet function and knowledge managment especially, i majory use service catalogs and case managment with Tasks. which helps our users to raise/work on any issue. Knowledge helps us alot to solve any issue without raising the cases as much as possible which is great.
I love its case managemnet function and knowledge managment especially, i majory use service catalogs and case managment with Tasks. which helps our users to raise/work on any issue. Knowledge helps us alot to solve any issue without raising the cases as much as possible which is great.
What do you dislike about the product?
The milestone function: I am not a fan of entitlement process configuration it could have been more easy but it is complex in order to implement it properly.
What problems is the product solving and how is that benefiting you?
case Management, helping our users to resolve their issue and provide support.
Salesforce Service Cloud
What do you like best about the product?
Omani channel routing is best with web chat feature to chat with customers from website or experience portal
What do you dislike about the product?
New user will face difficulty to understand all fetures provided by salesforc for service cloud without service industry backgound.
What problems is the product solving and how is that benefiting you?
Out website chat is connected with service cloud trough messaging channel.
Service Cloud features for Health Cloud Implementations
What do you like best about the product?
I really enjoy the case management and omni-channel functionalities, the number of features and flexibilities within these tools makes implementing basic CRM features a breeze. When implementing health cloud, a few key features we always leverage for contact centers are CTI integration with service cloud voice, omni-channel routing for all channels exposable through Salesforce & standard case management functionality.
What do you dislike about the product?
There are some features that are coming in the roadmap, the product team has been very transparent about which features they are planning to implement.
What problems is the product solving and how is that benefiting you?
Consistently solves for CTI integration, omni-channel routing needs and case / knowledge management.
15 years and still going
What do you like best about the product?
The flexibility of the solution. Our ever changing needs in the service sector have been met by us internally having the ability the take care of it ourselves with clicks and code
What do you dislike about the product?
Sometimes some functionality is changed and it interrupts the communication flow with our customers
What problems is the product solving and how is that benefiting you?
One place to enter...maintain and close our tickets...and having our Sales side having the ability to SEE what the service side is doing
Salesforce Service Cloud review+
What do you like best about the product?
customization or support.Salesforce Service Cloud excels at providing a comprehensive, customizable platform for managing customer support across multiple channels. Its powerful automation tools, like case management and workflows, streamline operations and enhance agent productivity. Additionally, the integration with other Salesforce products allows for seamless data sharing, giving teams a 360-degree view of customer interactions.
What do you dislike about the product?
Salesforce Service Cloud can feel overwhelming due to its complexity, especially for users unfamiliar with its many features. The user interface, while powerful, can sometimes be unintuitive and require more clicks than necessary for simple tasks. Additionally, it can be costly for small businesses to fully utilize all its capabilities without extensive customization or support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses the challenge of managing customer service interactions across multiple channels by centralizing all data in one platform. This streamlines case resolution, improves response times, and enhances customer satisfaction by providing agents with a complete view of each customer’s history. As a result, it increases operational efficiency and allows for better, data-driven decision-making, ultimately benefiting businesses with improved customer retention and productivity.
Excellent and reliable
What do you like best about the product?
I appreciate the ability to customize workflows to perfectly fit the needs, using tools that truly streamline and integrate customer service as a whole, along with a comprehensive support network to solve issues.
What do you dislike about the product?
The APEX language used by Salesforce could be more user-friendly and simpler, while also allowing the use of other programming languages.
What problems is the product solving and how is that benefiting you?
Service Cloud has been instrumental in streamlining and integrating communication channels, providing integrated analytics and quality control, as well as offering the flexibility to adapt to various workflows and processes.
Accessibility
What do you like best about the product?
The freedom to adapt to the user's needs
What do you dislike about the product?
The learning paths are still not easily understood by beginner users, the use of video lessons could be explored.
What problems is the product solving and how is that benefiting you?
We have the entire customer journey on the same platform, and the ability to adjust according to our needs has made daily operations much easier.
Improve Case management with Service cloud omni channel
What do you like best about the product?
Omnichannel is the best tool to make a call center efficient, The automatic ringing when a new case arrives in queue and add to that he assignment rules.case management works great. Once added to the console the agent can work extremely efficiently and in a time saving way and resolve cases. Also the agent does not lose focus on the case being when moving between records.
What do you dislike about the product?
The nagivation can be made much easier and omni channle setup
What problems is the product solving and how is that benefiting you?
Case management,assignment ,escalation,monitoring.
I am testing cloud services
What do you like best about the product?
The use and management of cases, such as the ease of their configuration
What do you dislike about the product?
I haven't been able to find anything relevant so far.
What problems is the product solving and how is that benefiting you?
The implementation of house and apartment rental solutions.
Sharing Experience As a Lead Service Cloud Consultant
What do you like best about the product?
There are lot of feature in built provided by Salesforce Like Omnichannel, Bots in order to focus more on the customer service and utilize the service agents effectively which eventually leads to more customer engagement and hence the Revenue as well.
Kudos to Service Cloud.
We suggest clients for service cloud if they are having the service part as well.
Kudos to Service Cloud.
We suggest clients for service cloud if they are having the service part as well.
What do you dislike about the product?
The Licence cost if the users are more and also training of the service agents sitting across the globe providing support in various language to train them on salesforce is bit a task.
What problems is the product solving and how is that benefiting you?
Routing of the case has been easy now and to monitor those assigned cases if those agents are taking care of customer cases or not also that benefited in more customer engagement and eventually increase revenue due to proper customer service.
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