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Pardot User - Great tool but needs some Tech upgrades
What do you like best about the product?
Most of Pardot is easy and intuitive to figure out on your own.
What do you dislike about the product?
UI needs a lot of work. iFrames within iFrames is very outdated and frustrating to work with. There needs to be a more seamless integration of Pardot into Salesforce. It's also frustrating that you cannot refresh a view. When you refresh, you go back to the main dashboard.
What problems is the product solving and how is that benefiting you?
One cohesive database for client Community logins, membership management, and communications is a huge plus!
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use service cloud as part of administration of affordable housing programs.
What do you like best about the product?
Service cloud has allowed us to process incoming cases from applicants efficiently. we also love knowledge.
What do you dislike about the product?
not really a service cloud problem..but we are doing much on salesforce that we are running out of space
What problems is the product solving and how is that benefiting you?
better standardized quality of service. able track customer services inquires better. able to handle spikes in work better and staff absenses.
Solid
What do you like best about the product?
Robustness, relatively common (although not always simple) integrations, all-in-one
What do you dislike about the product?
Difficult to adapt for a B2C organization; maintenance costs high
What problems is the product solving and how is that benefiting you?
Customer Experience --- how to _know_ who customers are when they contact us.
Recommendations to others considering the product:
How will you support Salesforce --- in-house or consultants? What kind of business model do you have? Why do you need Salesforce over any other CRM?
Salesforce Service Cloud helps me conduct business efficently.
What do you like best about the product?
I like that client/account information is so readily available and synced with any activities my colleagues are conducting. Most of my work is done via phone. I can answer an incoming call and be caught up on the status of a particular account, know what opportunities we have with them, know who last spoke with them and what about and I can do all that almost before we are done with the "greeting" on the phone.
What do you dislike about the product?
The tool is so robust, which is a great thing, but it is often difficult to retain how to best utilize it.
What problems is the product solving and how is that benefiting you?
Efficiency. I can be much more efficient when speaking to our customers.
Recommendations to others considering the product:
Prepare to spend a decent amount of time learning the tool. I feel it is worth the effort, but definitely not something that is "turnkey" or quick to implement.
Putting the CRM back in Customer Service
What do you like best about the product?
It's a robust system that's completely integrated with Salesforce
What do you dislike about the product?
It was complicated to setup and migrate from our previous tool. There is occasionally duplication of certain items from the sales process of our regular Salesforce instance.
What problems is the product solving and how is that benefiting you?
We've created a single space for our customers to access us. They can easily interact with us and there's a simple repository to share information.
I enjoy using Salesforce Service Cloud
What do you like best about the product?
The reporting features helps me see where my tech tickets are in a queue.
What do you dislike about the product?
There is really nothing that I dislike..
What problems is the product solving and how is that benefiting you?
Increased efficiency in organizing and solving tech tickets in a timely and trackable manner.
Helped consolidate & simplify our Service CSR's page layouts & make them faster and more efficient.
What do you like best about the product?
It really cleaned up the number of tabs our CSR's had to have open at one time, giving them access to everything they needed on one screen.
What do you dislike about the product?
If tabs aren't made available in the Service Cloud, it can be a little tedious to navigate to them.
What problems is the product solving and how is that benefiting you?
As we hire new CSR's, it's quicker to get them up to speed now that everything is in one place.
We love Service Cloud and use it to handle all cases from clients.
What do you like best about the product?
The Service Console makes it simple to have everything we need to support our clients from a single screen. We have implemented Knowledge (help articles) as well and these two modules work well together.
What do you dislike about the product?
Duplicating Cases. We use the feature that auto-creates cases from email. I find that these emails are duplicated on occasion. Not a significant issue but a minor nuisance.
What problems is the product solving and how is that benefiting you?
Scalability for client support.
Centralised knowledge center database.
Centralised knowledge center database.
Service Cloud Review
What do you like best about the product?
As a sales person, I like being able to see both the Chatter threads as well as the email communication that the support staff are sending to the client. The visibility is crucial to being able to use that client as a reference or sell them additional tools.
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
What do you dislike about the product?
We are still on Classic- I am looking forward to moving to Lightning!
What problems is the product solving and how is that benefiting you?
Faster resolution to cases and better collaboration among staff.
Solid but requires proper implementation and thinking
What do you like best about the product?
Once you have it configured there's a huge amount of flexibility to what you can achieve with it. Along with the appexchange which makes it very extendable
What do you dislike about the product?
It can be implemented really badly, Salesforce try to say you don't need a technical person to set up their products or you can learn it. Its true to a point, you can get a basic setup up and running very quickly but to do anything advanced you need to know the right things to implement.
What problems is the product solving and how is that benefiting you?
Automation of a lot of processes through a single support department. We segregate data/case types into queues and assign them out from there allowing us to prioritise different queues.
Recommendations to others considering the product:
Do salesforce training and trailheads more than once if you need to. Make sure you know your goals and know what you want to report on.
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