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The case for case!
What do you like best about the product?
I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well.
What do you dislike about the product?
I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us address gaps in our knowledge articles by giving users the ability to ask questions that can be turned into Knowledge.
Optimizing Service Teams & Customer Experience with Service Cloud
What do you like best about the product?
As a consultant working with various organizations to enhance their customer service operations, I’ve found Salesforce Service Cloud to be one of the most effective solutions for driving efficiency and alignment within support teams.
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
Service Cloud provides a centralized platform where agents can access a 360-degree view of customers, ensuring seamless and personalized interactions. Intelligent case management, AI-driven automation, and omnichannel support significantly reduce resolution times while improving agent productivity.
From an operational standpoint, the platform’s flexibility allows businesses to customize workflows, integrate knowledge bases, and leverage real-time analytics for continuous improvement. More importantly, it aligns service teams by breaking down silos, ensuring collaboration between departments, and enabling proactive customer support.
For organizations looking to enhance their customer service strategy while empowering agents with the right tools, Salesforce Service Cloud is a best-in-class solution that delivers measurable results. Highly recommended!
What do you dislike about the product?
The consumption based pricing for Agents. It's impossible to budget for.
What problems is the product solving and how is that benefiting you?
Case routing helps customers to make sure that they are getting the right people on the case. It allows a more seamless workflow without as much need for escalation.
A holistic CRM
What do you like best about the product?
Salesforce Service Cloud has always been a leader in CRM and service management and now it's even better with the amazing Agentforce capabilities.
What do you dislike about the product?
The cost of ownership is a cons due to the price of its license.
What problems is the product solving and how is that benefiting you?
As a product consultant, my clients are greatly benefiting from the integration of client information, historical engagements, and omnichannel capabilities. This addition is significantly enhancing their business operations.
Mobile capabilities expand sales tracking and customer feedback gathering
What is our primary use case?
I used Salesforce Service Cloud for our sales agents to track visits, gather feedback from customers, and capture orders.
What is most valuable?
Salesforce Service Cloud improved our organization with its mobile capabilities. Before its implementation in 2012, we lacked a mobile solution, and this feature was crucial for us at the time.
What needs improvement?
The pricing of Salesforce Service Cloud is expensive compared to other solutions like our current SAP CRM, which is much cheaper.
For how long have I used the solution?
I have been familiar with Salesforce Service Cloud since 2012.
How are customer service and support?
We have another partner for support, apart from Salesforce Service Cloud's regular licenses.
How would you rate customer service and support?
Neutral
Which solution did I use previously and why did I switch?
We are currently working with SAP CRM from 2007 and are planning to replace it with something newer.
What's my experience with pricing, setup cost, and licensing?
The approximate licensing costs for Salesforce Service Cloud are around three hundred dollars a year per user.
Which other solutions did I evaluate?
The company is researching solutions like SAP Marketing Cloud and Salesforce Marketing Cloud.
What other advice do I have?
I rate Salesforce Service Cloud eight out of ten. The high price compared to other solutions is a significant factor in my rating.
A solid product with many options
What do you like best about the product?
You can utilize it for basic functions or customize it extensively, allowing you to select features based on your needs.
What do you dislike about the product?
If not executed according to best practices, things can rapidly become complex. This isn't something you can simply "wing' it, especially considering the platform's substantial growth in recent years.
What problems is the product solving and how is that benefiting you?
It provides us with a "master of data" solution for everything related to our customers, and with the customisation options we are able to build our own "custom apps" on top of it.
Salesforce Administrator
What do you like best about the product?
I especially like “CASE” and “Knowledge”.
What do you dislike about the product?
We would like to make more use of the system within the company, but the high license fee is a bottleneck.
What problems is the product solving and how is that benefiting you?
Our company is an English cram school. It has been very useful for us to manage inquiries from students and share our response history. In addition, we are able to provide students with options for self-help by publishing FAQs in a knowledgeable format. In the future, we would like to use AI to support better services.
Solid choice for service
What do you like best about the product?
Easy to configure and to set up escalation rules and tracking. Very inuative features
What do you dislike about the product?
The cost -- it is definitely one of the more expensive choices out there.
What problems is the product solving and how is that benefiting you?
Tracking customer issues and escalating software bugs
Solid Product
What do you like best about the product?
Being based on the Salesforce platform, Service Cloud is highly customisable but will OOTB functionality to get most businesses up and running quickly.
What do you dislike about the product?
Some of the UI needs a facelift and Knowledge is getting old.
What problems is the product solving and how is that benefiting you?
Customer queries
Highly recommend Service Cloud
What do you like best about the product?
Service cloud is highly customizable to suit any business
What do you dislike about the product?
Not really much to dislike about the cloud
What problems is the product solving and how is that benefiting you?
Service cloud is great with case management for various departments making it easy for users to reach the right folks
It provides excellent customer experiences and helps grow that business.
What do you like best about the product?
I love that you can enable omnichannel services and features such as case management and agents are able to solve issues quickly.
What do you dislike about the product?
I would only say the cost is what I dislike about Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Case management and the management of customer interactions
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