Salesforce Service Cloud
Salesforce, Inc.Reviews from AWS customer
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A tool with standout features to streamline customer service operations
What do you like best about the product?
It's omnichannel support that allows teams to manage cases from various chanels such as email, social media, live chat etc. It is time saving and helps improve response time as well. The AI powered tools, like Einstein AI, also helps in faster case resolutions using its predictive insights and recommendations. Knowledge provides handy articles to agents to guide them through customer needs.
What do you dislike about the product?
While powerful, the platform can be complex to set up and requires significant customization initially to fit the business requirements. The cost may be prohibitive for small businesses. Users, especially from non-tech background can find the learning curve steep, hence require more training time and efforts.qa
What problems is the product solving and how is that benefiting you?
The backbone of any business is it's customer service and Salesforce service clouds solves the critical problem of managing customer service efficiently accross multiple channels. Before implementing it, the customer service portal was very disjointed while maintaining requests from email, phone and social media. Service cloud unifies all these interaction into one platform, hence solving the problem of maintaing customer request separately. This helps in faster response time, proper case tracking, personalized customer interactions in-turn improving customer interactions.
A versatile and incredibly powerful tool for Service centers - but do not overcustomize
What do you like best about the product?
A powerful, well-known case management tool which enables agents to work efficiently. Is is also a very powerful base for all company related information, that can be visualized in a multitude of reports/dashboards and a knowledge base. Salesforce offers a broad range of tools to make the work as easy as possible for agents. If one needs support outside the company, there are multiple ways to find information on tools, like Salesforce Exchange, Help, Trailhead. Also, the possibility to learn what the system is capable of with a gamified approach (Salesfore Trailblazer) helps understand the landscape fast.
What do you dislike about the product?
Working with a highly Service Cloud, errors often occur and it takes very long for our teams to find a solution, due to heavy code. Being a big tool with loads of data stored, lagging often occurs. After visiting some Innovation Days, we came to find that Salesforce works better, the more Clouds are combined. Companies, who use Clouds like Marketing or Sales next to Service tend to experience a wholesome and overall better experience.
What problems is the product solving and how is that benefiting you?
Customer Complaints Management, Reporting of company relevant KPIs, Storing Information in the Knowledge Base, Creating External FAQs for the Website, Offering a Live Support (Live Chat that is available on the website), Chatbot, Webform and Warranty Claims portal, that are linked to Salesforce offered on the website.
Service Cloud Experience
What do you like best about the product?
i was mostly loved in service cloud is case management and great customer experience.
What do you dislike about the product?
i don't have any reasons to dislike service cloud
What problems is the product solving and how is that benefiting you?
it will manage and escaltes cases automatically
One-stop shop for all Service-related information
What do you like best about the product?
Service Cloud stores all customer information that a customer-service rep would need when handling cases. I especially like being able to use queues. We can automate case assignment to queues based on various criteria and then each rep can quickly "take" the cases that they can handle, reassigning them to themselves, which removes that case from the queue.
What do you dislike about the product?
I've not found an issue yet. Anytime we've suggested changes, our admin has been able to accomodate, which means the functionality is there but needed to be enabled.
What problems is the product solving and how is that benefiting you?
It acts as a single-source-of-truth providing Customer Support reps with real-time information about the customer, the account the customer belongs to, case history, previous resolutions, etc. It integrates with Zendesk which helped with adoption. Our reps didn't have to completely move away from what they were familiar with.
Flexible and customizable shared inbox
What do you like best about the product?
With ServiceCloud we are no longer wondering if something was answered, or by who. There is tracking and accountability for the users and whenever I needed to customize something for a specific unit, the Salesforce Customer Support was always there to assist. I have had over 2 dozen emails brought into the system handled by different groups that have daily access.
What do you dislike about the product?
The fact that it is customizable requires someone with the knowledge and time to make changes, and keep up with updates. A lot of items are handled by a third party vendor. Want a complete system backup for security reasons? You have to pay another company to do it. There's so much you can do... if you have the money to do it.
What problems is the product solving and how is that benefiting you?
How do you have 15 people looking at a single email and having that triaged appropriately, escalated to the right person, and then transferred to another unit or group with a complete history of all that has come before. This is it!
Very good service cloud experience
What do you like best about the product?
Case object and customization for managing Customer complaints Easily. Salesforc AI features for service cloud,Integration, custom coding features, etc. Easy implementation and awesome customer support are added plus. Good for day to day use basis
What do you dislike about the product?
everything is good.No dislikes so far...
What problems is the product solving and how is that benefiting you?
Capturing and Managing Customer complaints and customer details in Cloud platform so it could be access whenever and wherever need.
It ie beneficial
What do you like best about the product?
I like case management and Digital engagement, which help reduce the agent's time spent solving queries. Cases are directly assigned to suitable agents.
What do you dislike about the product?
Sometimes we need to create our custom logic through flows.
What problems is the product solving and how is that benefiting you?
It is assigning the cases to the right agent .
Salesforce Service Cloud Implementation
What do you like best about the product?
Salesforce Service Cloud has been of immense for us , it has redued their case resolution time by 2/3.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
Salesforce service cloud console has helped their agents in effeicently resolving customer queries from multiple channels.
What do you dislike about the product?
The only downside was the licensing cost of salesforce service cloud.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud has helped us in resolving customer compaints via multiple channels such as web, email , phone etc.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
Service cloud has significantly reduced the number of logged in cases due to the knowledge article feature.
Salesforce service cloud is very effective for all service based business.
What do you like best about the product?
Email to case feature is really cool feature to create cases from email. it rediuses huge manual effort.
What do you dislike about the product?
Nothing as of now. i suggest salesforce to keep continueing this good for long run.
What problems is the product solving and how is that benefiting you?
it is rediusing the many manuall activities.
Salesforce Service Cloud Review from a Beginner
What do you like best about the product?
Guys, if a beginner like me finds the product easy to use and useful, I think you should give it a try. I like that it's very easy and efficient to use Case Escalation and Case Automation, Queue and etc without having to know codings. I find it very easy to learn and integrate with the rest of your org. I believe once I get a better grasp at it, I think it would make my life even easier at customer support.
What do you dislike about the product?
Sometimes, it could take a while to learn for the beginner, but if you use Salesforce Trailblazer to learn, you should be able to achieve what you want. If you used other clouds before, you might be at advantages but at the same time you need to put effort in learning and seeing the differences. You probably need to use it frequency to get use to it.
What problems is the product solving and how is that benefiting you?
It solves database unorganization, un-automation, and customer support issues. The data we received from customers are now organized very well. The automation functions also make life easier for users and admins. Now, everything is automated and assigned to the right people. We are also able to provide call center, live chat, and chatbot to our customers which make it looks good for us.
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