We basically use this software for Customer relationship management.
Agentforce Service
Salesforce, Inc.External reviews
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Service Cloud - "Case Management"
What do you like best about the product?
It provide wide range of services i.e. Case Management, Automation, Digital Engagement, Field Services etc. to customers which enhance the productivity of the business.
What do you dislike about the product?
Sometimes pricing is one of the issue for the small and medium scale businesses startups. They don't have enough budget to cope with the usage and upkeep cost of org.
There are many challenges when integrating it with third party apps and their syncing
There are many challenges when integrating it with third party apps and their syncing
What problems is the product solving and how is that benefiting you?
Salesforce service cloud efficiently managing cases coming from manual cases, web-to-case, email-to-case and from many other form in their database and quickly assign the case to available agents so that they can take quick action on that particular case and get the case close as soon as possible. There is 24/7 support which enhancing the productivity of the business and also saving time.
Service Cloud - Cases management
What do you like best about the product?
It has the most managed Case Management for tracking each case and serving with priority to meet different level of priority and SLAs.
Using Entitlement & milestones help track and optimises Case management solution.
It also provides Survey Object for sending the Survey for each Cases.
Using Entitlement & milestones help track and optimises Case management solution.
It also provides Survey Object for sending the Survey for each Cases.
What do you dislike about the product?
Cases with Survey Object is not well mapped which should be configured provide whole management including Survey , Survey Respones , Survey Questionaires should be clubbed together for getting the object relationship for each surveys related response , other KPIs of milestones .
What problems is the product solving and how is that benefiting you?
Complaint Mangement along with Milestones & Entitlement helps to acheive the efficiency and reliability of Case management. The Survey generating features is also great in sending Survey and getting response for each cases closed.
Empowering customer centric experience of sales force service cloud
What do you like best about the product?
I use Salesforce frequently, but In my extensive career i never used tools like this which is so smooth to use. Apparently I must say it's a game changer in realm of customer service and relationship management. I like some features of this tool which is 360° customer view, omnichannel support, AI powered Automation, case management, Analytics & reporting & customisation and scalability.
What do you dislike about the product?
There are limitations in this tool. Apart from that it comes under high price tag, integration difficulties, for few the user interface can be complex & overpowering.
What problems is the product solving and how is that benefiting you?
The Salesforce service cloud has feature to integrate the call centre with third-party chatbots. So the user experience via Machine is awesome. It can automatically transfer calls.
Live Web Chat and Chat Bot
What do you like best about the product?
If we put the live chat bot on any website and user run a query inside chatbot , then it will connect will all the concerning salesforce agents and we will be able to resolve the query in minimum time.
What do you dislike about the product?
Configuration is a bit difficult in salesforce service cloud. When we run a query in live chat bot and if any checkbox is not checked then the query will not run.
What problems is the product solving and how is that benefiting you?
When we run a live chat bot on any website then it will connect with all the salesforce persons and we will be provided with the product ids , order ids and its line items and as a reult our query will be resolved in less time. So this is the most advantageous feature which I like.
The Good, bad and ugly of Salesforce Service Cloud
What do you like best about the product?
Personalization, Mobile-compatibility, easy to collaborate, multiple 3rd party integrations, vast documentations available
What do you dislike about the product?
Expensive, UI is dated and looks cluttered, add-ons are required to utilize full potential of the tool, customer support isn't that great
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is helping automate a lot of customer-facing procedures and simplifying the support process. Our customers get answers to their questions a lot sooner and easily.
Service cloud automation
What do you like best about the product?
Cost saving
Workforce automation
Task prioritization
Workforce automation
Task prioritization
What do you dislike about the product?
Customisation challenges
Licensing model
Licensing model
What problems is the product solving and how is that benefiting you?
It is Data-driven insight.
The analytical reports and data helps the company to understand the basic customer requirements, market trends and required changes.
The analytical reports and data helps the company to understand the basic customer requirements, market trends and required changes.
Quick resolution of issues with great case management
What do you like best about the product?
Its really a complete solution for the customer services, great case management which helps in easily and quickly resolve any customer issues, good knowledge base so that customer can look up existing solutions.
What do you dislike about the product?
I would not like to use the term dislike per say bit would use least likable thigh is the load time of the lightning pages wich sometimes reduces the seepd of work.
What problems is the product solving and how is that benefiting you?
The biggest problem that Salesforce Service Cloud solves is the complete solution for the customer services in one place and the visibility of the progress made on each front.
Helps businesses manage and resolve customer inquiries and issues
What is our primary use case?
What is most valuable?
It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ.
What needs improvement?
The integrations with other solutions can be improved.
For how long have I used the solution?
I have experience with Salesforce Service Cloud for almost 1 year.
What do I think about the stability of the solution?
The solution is extremely stable.
What do I think about the scalability of the solution?
Scalability is easy for this solution.
How was the initial setup?
The initial setup was difficult and it took almost three months. Subsequently, after the implementation, we had all the processes in place. The standardization of the processes took around six months due to data standardization efforts. From the initiation of process customization, it took us approximately nine months to complete.
There were two individuals involved in the implementation process. One person was responsible for technical implementation, while the other two individuals focused on working within the processes.
What's my experience with pricing, setup cost, and licensing?
I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten.
What other advice do I have?
It is a centralised CRM solution and I would rate it 10 out of 10.
Best in Market.
What do you like best about the product?
It is a comprehensive customer service platform.
It offers wide range into Integration.
Easy to configure.
It has wide range of community.
It offers wide range into Integration.
Easy to configure.
It has wide range of community.
What do you dislike about the product?
Price is expensive it can be little low.
Learning Salesforce and getting certificate also a very expensive task.
Learning Salesforce and getting certificate also a very expensive task.
What problems is the product solving and how is that benefiting you?
Manual tasks: Customer service agents often spend a lot of time on manual task.
Lack of visibility: Businesses often lack visibility into customer interactions, which can make it difficult to identify trends and patterns.
Lack of visibility: Businesses often lack visibility into customer interactions, which can make it difficult to identify trends and patterns.
Service cloud Automation
What do you like best about the product?
Service cloud Automation is very helpful in overall process automation, resolution and customer satisfaction.
360 degree ticket management
360 degree ticket management
What do you dislike about the product?
Cloud is not very easy to use.
Cost of buying
Cost of buying
What problems is the product solving and how is that benefiting you?
Ticket management
Data can be gathered across platforms.
Ease of automation in process building
Data can be gathered across platforms.
Ease of automation in process building
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