Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Tracks all client interaction from the get go to finalisation.
What do you like best about the product?
Have full 360 View of client from sales to servicing the cloud. Able to respond to client with knowledge along with obtain summary of the whole case within seconds with AI and respond with AI.
What do you dislike about the product?
too many add on products instead of all inclusive products
What problems is the product solving and how is that benefiting you?
having full view of client enquiry and methods to resolve all within the same record page.
Good Experience, Hard to customize
What do you like best about the product?
Intuitive, user friendly, stable, trustworthy
What do you dislike about the product?
Hard to customize, lack of good reports, limited
What problems is the product solving and how is that benefiting you?
To manage customer maintenance service
Awesome cloud based solution to provide support to customers
What do you like best about the product?
The best thing about service cloud is chat bot and email to to case functionality. Implementation is very easy with Service cloud and Salesforce layouts are easily configurable to make it easy to update anything. It can be well integrated with third party tools using REST API using Apex and our team is using this 24/7 to provide customer support.
What do you dislike about the product?
The limitation of using it with Salesforce Community.
What problems is the product solving and how is that benefiting you?
We are able to solve problem of ticket handling which earlier used to come on emails and it was hard to track it over emails. Also chat functioanlity has helped us to provide live support.
provide all the services that a service cloud should have
What do you like best about the product?
it has all the features a business need like Centralized customer interactions,Self-help for customers,Improved customer satisfaction,Integration with other systems,Collaborative service,Real-time insights,Omni-channel routing,Live agent chat etc.
What do you dislike about the product?
there is nothing i have encountered yet that makes me displike it
What problems is the product solving and how is that benefiting you?
it just make complete process seamless and effortless to implement and execute
An atypical, yet succesful use case
What do you like best about the product?
We have a very atypical use case for Service Cloud. We operate in the safety industry and use Salesforce as our reporting software, together with Service Cloud to take in the requests for these safety appointments. Although we're not yet fully live with Service Cloud, the potential is enormous and we're looking forward to the efficiency gains in our future. It's super easy to integrate and implement.
We don't really use customer support features, so those aren't too important to us. Despite that, it's quite obvious that if we were to transition to a use case where we do interact with customers, it'd be quite easy to use for our agents.
We don't really use customer support features, so those aren't too important to us. Despite that, it's quite obvious that if we were to transition to a use case where we do interact with customers, it'd be quite easy to use for our agents.
What do you dislike about the product?
We don't use its full potential yet, but that's normal with our atypical usecase.
What problems is the product solving and how is that benefiting you?
We get requests to generate safety reports from our clients, which get imported as cases and then planned in Field Service, after which these get added to a project and we generate reports based on the information provided.
Seamless Customer Data Management and Support with Salesforce Service Cloud
What do you like best about the product?
What is most helpful about salesforce cloud is that there is a lot we use it for on the business .We are using service cloud to manage our database of accounts and contacts. Accounts that are created on POS (Till) and on the website are stored on the service could . The 3 systems are integrated together.
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
We have more 2 million of accounts but when we run a lookup it does not take long to go through the database of accounts to pick the one that we want to pull. Like on POS when the customer goes into store, customer will provide the cashier with only phone number , the POS controller apex class will have to go through to all account to pull the correct account and that process does not take long.
Also service cloud have been so helpful with our call center support agents, We are using Omni-channel to route our cases to omni-channel which are logged via email , phone , bot and contact us form on our website . so our agents don't have to use different systems to access the cases .
We use the service cloud every day as our customer agent closes cases every day, and POS retrieves accounts every day when the customer goes to our stores . When the customer creates an account on our website, the account is saved on service cloud and that customer's long ID key is forwarded to the marketing cloud which is also integrated with the service cloud so that we can send out a welcome email to the customer
its easy to implement service cloud, even though I am just an admin, other implementations are being implemented by me
What do you dislike about the product?
Service Cloud is always about improving its security, so there are always release updates that are enforceable, so on our company, we don't always have a developer around, our developers are from third-party companies which are expensive. So as admins some updates that need apex class code updates and t are enforceable, we can't implement them because of lack of coding skills.
What problems is the product solving and how is that benefiting you?
With salesforce service cloud you can automate your business processes such as assigning cases automatically to your agents , use service cloud as your data source ,connects your soicials such as
Salesforce Service Cloud have great tools to help customer service teams achieve all goals quickly
What do you like best about the product?
The new AI tools quickly help Customer Support to close cases with the right responses. Bots are helping to reduce number os cases created and AI features helps with great resumes and quick responses. Implementation and integration are easy to do, what allows a good frequency of use and adoption by the Customer Support.
What do you dislike about the product?
The only thing that is not great yet is the lightning templates that do not allow use of components that can themself read information or the stick to only one object.
What problems is the product solving and how is that benefiting you?
Salesforce is solving the many demands of required help by customers.
Makes every action much faster and easier
What do you like best about the product?
Helps creating metadata much quicker, such as users.
What do you dislike about the product?
Should be more customizable so that if my job would be to always add new users, buttons and approval processes, then those should be shown to me to find quicker and helpfull tips and tricks
What problems is the product solving and how is that benefiting you?
Helping create metadata faster but also new users.
I've been using service cloud for my customer for more than 8 years and customer is happy to use it.
What do you like best about the product?
Email-to-case is the best option. A customer or partner simply sends an email to create a case and gets an update on the case in their inbox without logging into Salesforce.
What do you dislike about the product?
Chatter where the customer is least interested in using it in their day-to-day work.
What problems is the product solving and how is that benefiting you?
Case management cycle, ease to track and closure of it.
Great Updates in Service Cloud
What do you like best about the product?
Best thing about new features in service cloud is easy to implement, also its now more customizable as per business needs, it can be achieved with no code and roll out can be done withing weeks. Customer wait time is reduced drastically.
What do you dislike about the product?
Too many features are rolled out, and there is no idea what is coming soon. So, ideally its great. There is nothing to dislike
What problems is the product solving and how is that benefiting you?
Redused customer complaint and happier customer
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