Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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Powerful Customer Service Platform with Customization Options
What do you like best about the product?
Salesforce Service Cloud has been instrumental in streamlining our customer service operations. Its powerful features and integration capabilities make it a great choice for teams looking to scale support efforts
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
Easy integration with other Salesforce products.
Customizable dashboards and reports.
Powerful automation for ticket management (e.g., workflows, macros).
Comprehensive customer service tools (e.g., case management, knowledge base, live chat, web to case(no need to write any code to create web to case)).
What do you dislike about the product?
Complex setup process for new users.
High costs, especially for small teams.
The steeper learning curve for advanced features.
High costs, especially for small teams.
The steeper learning curve for advanced features.
What problems is the product solving and how is that benefiting you?
Many companies struggle with tracking and managing customer support cases across different channels, leading to delays and inefficiencies.Salesforce Service Cloud offers a unified platform for case management, allowing teams to handle customer queries from email, phone, social media, and chat in one place. This centralization improves response times and ensures that cases are resolved efficiently, enhancing customer satisfaction.
Service Cloud - A One-Stop Shop for Our Company
What do you like best about the product?
Email-to-Case, Experience Sites and Salesforce Knowledge!
What do you dislike about the product?
A powerful platform and much is possible, so patience and discovery sessions are required to determine how it will fit your business.
What problems is the product solving and how is that benefiting you?
It is allowing us to have a single source of truth regarding our customers. We have clear visibility into the customer's engagement with us through Service Cloud and can better support them through the platform.
Service Cloud is good but can be better
What do you like best about the product?
Possibility to customize from zero.
I can create anything from everything.
I can create anything from everything.
What do you dislike about the product?
Basics requests from community are not update for Salesforce, like CC and BCC in Salesforce Flow Send Email Action, 10 years and right now is created the simples fields.
What problems is the product solving and how is that benefiting you?
Communicate from chat, email in a single queue
Service Cloud
What do you like best about the product?
The Salesforce Service Cloud is an effective tool at both organizing and automating definable processes. Users will have access to a plethora of tools to leverage in building standard and custom solutions.
What do you dislike about the product?
The learning curve for Service Cloud is significant; initial setup will be difficult without prior Salesforce knowledge, particularly if one is seeking custom functionality.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our users to communicate effectively on client service work. We are able to automate otherwise tedious meeting preparation processes.
Manage customer interactions
What do you like best about the product?
Its robust case management system and the platform’s AI-powered tools, such as Einstein Bots and predictive analytics, enhance the customer service experience by providing quick and accurate responses.
What do you dislike about the product?
Limitations on logos converting to attachments on Email-to-case.
All previous emails will be forwarded while replying to an email on the case.
All previous emails will be forwarded while replying to an email on the case.
What problems is the product solving and how is that benefiting you?
Efficient Case Management
Enhanced Customer Interaction
Unified Platform
Enhanced Customer Interaction
Unified Platform
QA
What do you like best about the product?
bringing all data together and managing it across multiple platform, muliple integrations and making precise.
What do you dislike about the product?
It is good but contains multiple scattered data to be consolidated.
What problems is the product solving and how is that benefiting you?
by getting centeralised data
Streamlined Response and Improving Workflow
What do you like best about the product?
Salesforce Service Cloud allows our team to support customers from first contact to post delivery on our products. Managing the lifecycle of there project/program and supporting all aspects through Service Cloud has allowed us to exceed expectations time and time again. Any of our customer support team members are able to step in and review cases, respond to our customers, have the background and history where they need it, when they need it. Our service techs are able to gain access from the feild and make updates and changes on the spot. Our documentation is extremely better because of this. Service Cloud is eliminating our biggest pain points, creating happy tech and even happier customers.
What do you dislike about the product?
I cannot think of any issues that I've had with Service Cloud. If anything the issues are my inability to learn the newest features quick enough to deploy them to my team.
What problems is the product solving and how is that benefiting you?
Our biggest issue that Salesforce Service Cloud has solved is dissolving the silos of information that members of our support team had housed, either on their computers or in email. We were extremely hampered by multiple people working directly from their email to our customers. This made it impossible for other team members to have visiblity on problems. It made it difficult for team members to take time off, glean support from those around them or work together to solve problems because it was all done singularly. Now we ALL have eyes on every case. The ability to help our customers has gone above and beyond what we were doing before. We have cut our response times nearly in half. We have freed up time and now our team can take time off without stress or worries. It's made our team, a team.
Service Cloud for Small Business
What do you like best about the product?
Else of configuration and case management system
What do you dislike about the product?
Complexity of console page layout which some times confuse user
What problems is the product solving and how is that benefiting you?
We want to implment service cloud to make sure we provide better service to our customer through omnichannel
Ease of Service Control
What do you like best about the product?
Customer 360 with ease of case view as well ease of confuguration for the escalations.
What do you dislike about the product?
Have not wored on anything which is not pleasant with Service Cloud
What problems is the product solving and how is that benefiting you?
Users are able to raise specific requests which are being managed by Leads on mobile and desktop easily
Easy Setup for Non-Developers
What do you like best about the product?
I like how easy it is to use and how it works seamlessly with other Salesforce products.
What do you dislike about the product?
I would prefer that Service Setup and Setup were part of the same menu.
What problems is the product solving and how is that benefiting you?
Automating repeatable service problems.
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