The strongest use case has been warranty and warranty case management, as well as some repair services.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Salesforce Service Cloud - The CRM Superhero!
What do you like best about the product?
I have to say, I really like Salesforce Service Cloud. The ease of use is fantastic. It has everything I need to handle customer questions and problems, and using it is a breeze—super easy to navigate and figure out. When it comes to implementation, it's pretty seamless. The customer support is solid too, always there when you need them. I'm on it almost daily, so the frequency of use is high for me because it's an integral part of managing customer inquiries. As for features, it's loaded with all the tools you'd ever need to create a knowledge base and integrate with phone systems. The ease of integration is definitely a standout feature. Plus, those automation features? They make my job way smoother. Overall, it's just a great tool all around!
What do you dislike about the product?
There's one thing about Salesforce Service Cloud that kind of bugs me – it can get a bit pricey, especially if you're running a small business. They've got these different plans to pick from, and they start at 25 USD per user per month when you commit to the whole year. That might not sit well with small businesses that are watching every penny. And here's the kicker: if you want to add on some extra features, even the basic ones, it jacks up the cost even more. It's like you're paying for each little thing, and it all adds up pretty fast.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is like your best buddy for customer service. It's got everything you need to handle customer questions and problems like a champ. You've got tools for managing cases, building up a knowledge base, and supporting customers across different channels. It's like a customer service superhero.
For me, it's a lifesaver. I can keep all those customer inquiries and issues in check, all organized and efficient. Handling those service desk tickets? Easy peasy. Plus, I get to build up this awesome knowledge base and tie in with phone systems – total game-changer. It's like having a helping hand for top-notch customer service.
For me, it's a lifesaver. I can keep all those customer inquiries and issues in check, all organized and efficient. Handling those service desk tickets? Easy peasy. Plus, I get to build up this awesome knowledge base and tie in with phone systems – total game-changer. It's like having a helping hand for top-notch customer service.
Stable, customizable web-running solution and allows for the seamless implementation of any desired features
What is our primary use case?
What is most valuable?
The reason why most businesses are so happy about Salesforce Service Cloud is that it covers all the bases for the product.
It is very customizable, which is great for IT, but for the best part, they love it because they can get any of the features implemented.
So, this is a general advantage of cloud systems: that you have good performance, ease of use, and a customizable system.
What needs improvement?
There is room for improvement in pricing.
For how long have I used the solution?
I have plenty of experience using this product. I have historically worked with Salesforce. So, I have been with Salesforce since 2017.
What do I think about the stability of the solution?
It is very stable. That's one of the advantages. It is what you pay for. You pay a fortune for Salesforce products. It's a web-running stable solution that we can customize, but it's also very expensive.
What do I think about the scalability of the solution?
It is a very scalable solution. We work with medium-sized businesses.
How are customer service and support?
If you have paid for the service report and hotline and everything, then you have an excellent report for the support. It's a matter of the assurance agreement.
I have never experienced bad support if you're paid for it.
So, generally, it's a good service. If you're buying a premium product, you can buy premium support. You also get it premium.
How would you rate customer service and support?
Positive
How was the initial setup?
It's a cloud tool, so it is easy to set up.
Moreover, if you have a tool that requires some data load maintenance is required. Generally, Salesforce is very easy to work with.
What's my experience with pricing, setup cost, and licensing?
The price is too expensive.
What other advice do I have?
Overal, I would rate the solution an eight out of ten.
Helped address customer complaints and aligned my company with the industry's best practices
What is our primary use case?
I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.
What is most valuable?
This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data.
The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.
What needs improvement?
Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map. Right now, it comes with an additional cost. Salesforce does not have a global tie-up with maps.
Moreover, reports need to be improved. Their sources have very standard and basic reports, sometimes not solving the business operations issues. And we have to move toward an analytical tool or some other tool. Reports are the weakest area of Salesforce.
For how long have I used the solution?
I've worked with Salesforce Service Cloud for more than four years.
What do I think about the stability of the solution?
The solution is quite stable. I rate its stability around eight out of ten. Sometimes, we might face issues when connecting Salesforce with some other system in the interfaces. However, within Salesforce, it's not a problem.
What do I think about the scalability of the solution?
I rate the solution's scalability a nine out of ten. Salesforce is very scalable because Salesforce has a global upgrade. Whenever a new feature is added to Salesforce, it gets updated for all customers across the globe.
We have more than 2,000 users. The solution is 100% adaptable and used daily. We plan to increase usage in the future.
How are customer service and support?
Sometimes, tech support fails to solve the issue, but that is the rarest of rare occurrences. And whenever they fail to solve the issue, they consider it a backend issue and plan it for the next release.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We previously used Microsoft Dynamics. We switched to Salesforce because of its scalability and its new best practices. Those are the two major reasons.
How was the initial setup?
I rate the solution's initial setup process a nine out of ten because it is easy. It took six months to implement the solution. Separately, preparation and deployment take two and six months, but when done in parallel, it takes six months. The deployment process first requires us to migrate your data from the current system to another system. Then, we need to create the structures of the objects and the design models within Salesforce. We need to prepare the data by mapping the data fields from the old system to the new system, and then we prepare the modules. We do the master setup within Salesforce. Then, we migrate all data into the new system from the old system as phase one. After migration, we create the validations and rules for the data for the business operations. Then, we move this entire chain set to the production environment, which is available for the users who proceed with training.
What about the implementation team?
We had partners to do the implementation and worked with different partners. We required around 20 to 25 people to implement the solution in totality. After that, we now need two to three people to maintain the solution.
Which other solutions did I evaluate?
We considered Microsoft 365 and SAP.
What other advice do I have?
I rate Salesforce Service Cloud a nine out of ten.
Compatible use of salesforce service
What do you like best about the product?
It gives overall information about the leads which needs to be managed. Also it gives access & full control over sales process no matter how simple or complex it may be. It's a one stop shop for every data you may need to finalize a deal.
What do you dislike about the product?
It's bit difficult to the first time users since the training & implementation of the tool takes charge of little complexity. Hence after the training session you may feel easier to use.
What problems is the product solving and how is that benefiting you?
It's helping us in using various tools in one single software which is almost handy & superfast in implementing & accessing multiple information in one go.
Top-Notch Service Management
What do you like best about the product?
Users appreciate Salesforce Service Cloud for its versatile customer support tools, customization options, and seamless integration with other business applications. Automation, robust analytics, and scalability further enhance efficiency. The platform's mobile accessibility and AI-powered insights are valuable features for modern customer service operations.
What do you dislike about the product?
Common dislikes about Salesforce Service Cloud include its high cost, complexity of setup and customization, and a steeper learning curve for new users. Some users find its user interface less intuitive, and the need for additional third-party apps for certain features can be frustrating. Customer support responsiveness may also vary.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses various customer service challenges. It streamlines case management, reducing response times and improving customer satisfaction. Its knowledge base and self-service options lessen the support team's workload. Integration with other tools enhances data visibility and decision-making. While I don't personally benefit, users experience improved efficiency and service quality.
Service Cloud- Customer Support with a seamless UI
What do you like best about the product?
Service Cloud provides an intuitive solution for customer cases and tickets. I like the omnichannel feature where we can add different channels like social media and traditional channels like Email and Phone. We have replaced ServiceNow with service cloud to make the integration between Salesforce and the ticketing system and that has worked seamlessly as both are on the same platform.
What do you dislike about the product?
The cost is a bit higher and the learning curve can be steep. For us, the high level of customization leads to complexities and governer limits to be hit. Integrating with other systems is an extra effort and typically requires a middleware ETL tool in between
What problems is the product solving and how is that benefiting you?
The primary problem that the Service Cloud software is solving is case management. It also does automated communication to the customers so that they are not kept hanging. We also get a deep dive into analytics on who is working on which ticket. It also gives the nitty gritty of analytics, as in how much time it takes for a rep to work on certain types of tickets.
Utilisation, management of Salesforce cloud services
What do you like best about the product?
I was looking for this kind of software where I can use various features like management, email messaging, lead management, automated assignment services and also i was able to handle email queries & escalations in one dashboard.
What do you dislike about the product?
We faced issue while handling email of customers. Basically the escalation mails have certain pointers to highlight but sometimes we were unable to highlight that. Also this is bit of a higher price range. And now after giving suggestions to the team we are again going to try this feature. Hopefully it's resolved by now.
What problems is the product solving and how is that benefiting you?
Auto chat support is what helping our service team tremendously. It creates case automatically when a user stuck somewhere. Also the call centre integration to third party is a best part of Salesforce cloud service by using softphone the user experience is amazing.
Great for Service Based Businesses
What do you like best about the product?
Allows us to easily track cases and send work orders to our field service technicians.
What do you dislike about the product?
Pricing. Everything is always an added price with Salesforce. It's great and all encompassing, but you have to pay for every add on.
What problems is the product solving and how is that benefiting you?
Allowing our partners and customers to send us issues directly and then allowing us to track that case until it is completed. Definitely speeds up productivity. The less emails we have to send outside of our platform, the better.
Service cloud
What do you like best about the product?
The service console will help the organisation improve their service on their own products. And this will lead to improved business.
Compared to the likely products in the markets, the salesforce service cloud had advantages.
Compared to the likely products in the markets, the salesforce service cloud had advantages.
What do you dislike about the product?
There should be more flexibility for the users.
The initial setup is a bit complex.
should make it more developer-friendly.
The initial setup is a bit complex.
should make it more developer-friendly.
What problems is the product solving and how is that benefiting you?
It helps any organisation to improve their service for the products they own.
Ultimately, the company is going to benefit from an increase in business and repetitive customers.
Ultimately, the company is going to benefit from an increase in business and repetitive customers.
Service cloud User
What do you like best about the product?
Unified customer view
Case management
Automation
Self-service
Case management
Automation
Self-service
What do you dislike about the product?
Performance issues
Limited customization
Support
Limited customization
Support
What problems is the product solving and how is that benefiting you?
for resolving customer issues and resolving their queries salesforce is being used for us
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