I use the solution in my company to follow up on opportunities and activities.
I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.
Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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Valuable Feedback of "Salesforce service cloud"
What do you like best about the product?
The Salesforce service cloud is easy to integrate This cloud to another cloud and it is doing vrer seamless, it helps also to Customer Queries or Q&A, which improves our productivity and it provides so much flexibility which helps to us.
What do you dislike about the product?
The Cost is little bit expensive, Rest all is good in this software
What problems is the product solving and how is that benefiting you?
It is very helpful to listen or solve the queries of customers or users, From the help of this platform our Employees do Live chat form the Customers, which saves the time of both of the party and Customer Trust is making more stronger.
Supportive analytics features but needs to improve in the area of pricing
What is our primary use case?
What is most valuable?
The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.
What needs improvement?
The product's high price is an area of concern where improvements are required.
There are some imperfections in the product's stability, and it is an area where improvements are required.
For how long have I used the solution?
I have been using Salesforce Service Cloud for four to five years.
What do I think about the stability of the solution?
Stability-wise, I rate the solution a seven out of ten.
What do I think about the scalability of the solution?
It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.
More than 200 people in my company use the product.
There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.
What about the implementation team?
The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.
The solution is deployed on the cloud.
What was our ROI?
The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.
What's my experience with pricing, setup cost, and licensing?
The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.
Which other solutions did I evaluate?
My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.
What other advice do I have?
The product was fine, and it improved my company's customer service response time.
I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.
The product's analytics features support our company's service improvement strategies greatly and fantastically.
I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.
The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.
I rate the tool a seven out of ten.
Closing deals faster with great automation!
What do you like best about the product?
The customer service incident management tool is great at resolving disruptions with quick response time and lower costs. No need to purchase hardware. No time wasted setting up the core stack.
What do you dislike about the product?
Can be a little expensive for small businesses or startups. Companies might also need to invest in training and support to get the most out of this.
What problems is the product solving and how is that benefiting you?
It provides great insights into customer patterns so we can make it more personalized. More effective marketing, more effective campaigns. Unifies all teams internally. That's what we needed, that's what we got! Thanks!
Process QA
What do you like best about the product?
I love how everything is so easy and accessible so easily
What do you dislike about the product?
The classic version is still lacking a lot of features
What problems is the product solving and how is that benefiting you?
Help keep a track of what is going on and the historic data is also there which gives the view of the trend
Salesforce is a great tool for every business use case
What do you like best about the product?
It is a great tool as it meets all the requirements of a business and is easy to use. It maximizes productivity and helps in maintaining the data which further helps in making the customers happy
What do you dislike about the product?
The tabs are sometimes confusing and for a begineer it is not easy to navitage and get all the details
What problems is the product solving and how is that benefiting you?
Our customers are able to open tickets and because of the Salesforce service cloud we ae able to track and help them get the proper resolution
Service Cloud
What do you like best about the product?
Case Management and knowledge management
What do you dislike about the product?
Lot of configuration is required even for implementing small functionality
What problems is the product solving and how is that benefiting you?
Its best in class solution for all the customer needs.Under one roof you will find 360 degree view of yiur customer service
Market leader in cloud computing
What do you like best about the product?
Best part of Salesforce Service cloud is ease of integragration, Service console,Automated case routing, custom reports and dashboard,Telephony integration (cisco, BT, Avaya etc.). what personally I like the best is case management which is definately ease of use.
What do you dislike about the product?
There are instances observed with automated case routing wherein wrong trigger or an important case escalated by customer gets assigned to L1 teams again if vigilance is not present from SM team. However this can be improvised in forecoming time with more data present with salesforce team basis frequency of use cases reported.
What problems is the product solving and how is that benefiting you?
Salesforce brings in multiple things combined together else it was a task to fetch reports wherein console had less filters and sometimes it generated broken reports. Also, case management is easy, one can check with customer ID right from existing case to check previous instances and get going.
POV of a SFadmin
What do you like best about the product?
Service Cloud is very easy to implement, I have implemented in several organizations. We are able to customize where needed and minimize anti-patterns.
What do you dislike about the product?
There is not an easy toggle for users to include a feed thread in each communication if needed. Some collaborators are email on the go and need the full context
What problems is the product solving and how is that benefiting you?
Easy method for customer to contact us directly from our product using chat bot or by logging into a digital experience and submitting a case.
This allows easy access for customer to keep up to date on long tail cases
This allows easy access for customer to keep up to date on long tail cases
Service cloud is elevating our colleague servicing
What do you like best about the product?
Service cloud is helping us bring together a first class colleague experience for our colleagues and customers. We can remove all the 10+ systems they use to just 1
What do you dislike about the product?
Some instances there are multiple ways to implement things eg comments. No full integration with Teams.
What problems is the product solving and how is that benefiting you?
Service cloud is helping to improve our customer handling by reducing our AHT for transactional servicing and thus focusing on the more complicated phone calls. This helps provide the best possible customer experience.
Review on Salesforce Service Cloud
What do you like best about the product?
The best thing in the Service Cloud are
Case Management: The Case management is awesome in Service CRM.
Automated Case Routing: You can route the case to the respective agents seamlessly.
Knowledge Base Integration: The KB articles access is seam less and the user can save time for the search.
Case Management: The Case management is awesome in Service CRM.
Automated Case Routing: You can route the case to the respective agents seamlessly.
Knowledge Base Integration: The KB articles access is seam less and the user can save time for the search.
What do you dislike about the product?
Complexity for Small Teams:
Service Cloud has lots of useful features, but for smaller teams or companies with simpler customer service needs, it might be too complicated to use. Managing all the advanced options could be more trouble than it's worth.
Cost for Unused Features: Service Cloud can be expensive, especially if you're paying for features that your team doesn't utilize fully. Inefficient use of resources can lead to wasted budget allocations.
Service Cloud has lots of useful features, but for smaller teams or companies with simpler customer service needs, it might be too complicated to use. Managing all the advanced options could be more trouble than it's worth.
Cost for Unused Features: Service Cloud can be expensive, especially if you're paying for features that your team doesn't utilize fully. Inefficient use of resources can lead to wasted budget allocations.
What problems is the product solving and how is that benefiting you?
Case Management: The Case management is awesome in Service CRM.
Automated Case Routing: You can route the case to the respective agents seamlessly.
Knowledge Base Integration: The KB articles access is seam less and the user can save time for the search.
Improving Agent Productivity: The admin and the manager can track each and every task of thr agent and guide them for the solution.
Automated Case Routing: You can route the case to the respective agents seamlessly.
Knowledge Base Integration: The KB articles access is seam less and the user can save time for the search.
Improving Agent Productivity: The admin and the manager can track each and every task of thr agent and guide them for the solution.
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