Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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A very good product that makes work easier!
What do you like best about the product?
The management of customer service cases has proven to be very efficient, the response time has decreased considerably by having an appropriate configuration in Salesforce.
What do you dislike about the product?
Sometimes custom developments need to be carried out to access very specific metrics.
What problems is the product solving and how is that benefiting you?
Response time issues for customers were resolved, additionally, we recently implemented WhatsApp through Digital Engagement of Service Cloud.
One Of The Best Service Platforms
What do you like best about the product?
I've been using several customer support management for more than 10 years and Salesforce has been the most modular and adaptable platform I've ever experienced. Implementation is very straightforward due to documentation practices and it's very easy to integrate to your ERP.
What do you dislike about the product?
Pricing can be changed per country as SF pricing team doesn't take currency parity and cost of living into consideration.
What problems is the product solving and how is that benefiting you?
When mixed with other Salesforce object dimentions you can easily make data speak for you and you have the ability to make meaningful actions out of data.
Good for tracking and following through your service cases
What do you like best about the product?
I like how easy it is to use and keep track of your service cases, keep the customer in the loop, find information about the account or previous cases, and overall the tools available to follow through and enhance your servicing
What do you dislike about the product?
As an accidental admin, it requires a good amount of research and knowledge to catch up and stay up to date with all its features, connections, and capabilities to better take advantage of and set it up. Good problem to have though!
What problems is the product solving and how is that benefiting you?
It does a great job at keeping track of our servicing and find all the information in one page, keeping the customer and technician in the same page. It allows us to provide better customer service when a case takes place
Managing Customer Service Cases
What do you like best about the product?
Flexibility and communication tools allow for a nibble workforce
What do you dislike about the product?
Reporting cannot customize and generate robust views.
What problems is the product solving and how is that benefiting you?
Customer Case management and tech support
Night and Day difference
What do you like best about the product?
Service Cloud has been a game changer for our business, we previously were stuck in old school ways of using Excel and other "silo'd" data sources and it required so many manual processes - using Service cloud has allowed us to centralize all of our customer support tickets and we have integrated it with other systems now as well. Email communication and user feedback have drastically improved from using the platform and our customers have found it to be easy to get what they need in a much more efficient manner now.
What do you dislike about the product?
There are very few downsides that I have found, it does require extensive work to set it up for our specific use cases, but since that has been addressed we are lightyears ahead of where we were as a business just two years ago.
What problems is the product solving and how is that benefiting you?
We have leveraged service cloud to improve our ticketing process and resolving a range of issues from general support inquiries, to warranty claims and everything in between.
Amazing CRM Product
What do you like best about the product?
The full range of CRM functionalities allows our users and management to keep our customers data secure and organized. The reporting and dashboard options allows us to stay on top of key metrics. The ease of customization out side of code is also a hugh plus for our Org.
What do you dislike about the product?
The cost can quickly add up with the need for additional features, customizations, and integrations.
What problems is the product solving and how is that benefiting you?
Allow our company to automate some of our customer service needs.
Salesforce Service Cloud
What do you like best about the product?
easy to use,
very frequently used,
integration with a lot of outer systems
very customizable solutions
very frequently used,
integration with a lot of outer systems
very customizable solutions
What do you dislike about the product?
platform limitations
non editable internal process
non editable internal process
What problems is the product solving and how is that benefiting you?
keeping record of the clients complains.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Automating corporate issues.
Taking advantage from the Email To case fucntion.
tracking case histories between parents and childs.
Salesforce Service Cloud - Great for managing customer issues
What do you like best about the product?
Service Cloud is a great application that can support a myraid of industries. Mainly we use it to track our customer visits, and customer issues. We have all of their 'assets' in our software and it is easy to review and verify serial numbers when customers call into our support line. This enables our technicians to not have to dig through multiple sources of information to get exactly what they need.
What do you dislike about the product?
Honestly, I have not had many complaints about Salesforce. Maybe just the cost of having your whole organization licensed would be the only negative. For some users they will not use it daily and it can be quite expensive if that is the case.
What problems is the product solving and how is that benefiting you?
Single source of truth for our org. It makes it much easier to manage cases and also revisit them and share information with the greater team.
Everything in one place!
What do you like best about the product?
Service cloud was easy to setup with the Wizard. The options for customization make it easy to brand your apps. The support team quickly answers any questions I have and addresses any issues quickly and thoroughly. We will be implementing more sections of Salesforce which will make a seamless integration to service cloud.
What do you dislike about the product?
It's a little different from what I'm used to. So, a learning curve is definately in play. But, that's part of using something new.
What problems is the product solving and how is that benefiting you?
We essentially needed a helpdesk for our Customer service department that will seamlessly integrate with a Warranty and Sales/CRM solution. Salesforce and Service Cloud looks like our answer.
I'm working in Salesforce Service Cloud since last 10 years and found very useful.
What do you like best about the product?
Call center application is very useful. Also using case management which is easy to customize.
What do you dislike about the product?
Some time auto assignment rules not working when we also have custom assignments.
What problems is the product solving and how is that benefiting you?
We can easily integrate case creation using Web-To-Case in any external website which is a great feature. Case life cyle is also very helpfull and easy to manage cases.
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