Reviews from AWS Marketplace
0 AWS reviews
-
5 star0
-
4 star0
-
3 star0
-
2 star0
-
1 star0
External reviews
External reviews are not included in the AWS star rating for the product.
Saves our business time and money
What do you like best about the product?
The Service Cloud allows us to mange our day to day Support operations with clarity and ease. The interface is smooth and easy to navigate.
What do you dislike about the product?
The reference number attached to each Case can be cumbersome and when two companies using the Email to Case functionality email each other a new Case is created each time.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Case Management
Case Management
- Leave a Comment |
- Mark review as helpful
Enables customer support teams to quickly prioritize, collaborate on, and resolve in our company
What do you like best about the product?
Best feature of service cloud is console.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
What do you dislike about the product?
We have not come across any feature or capability which has caused problems for us. So, its good so far.
What problems is the product solving and how is that benefiting you?
Issue Management
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Salesforce Service Cloud Meets All Needs
What do you like best about the product?
Salesforce Service Cloud's main benefit is the case creation structure.
What do you dislike about the product?
Sometimes support can be underwhelming and takes awhile to hear back.
What problems is the product solving and how is that benefiting you?
We had a disconnect with our support, sales, and finance teams. Having every part of our business live in Salesforce helped solve that.
Recommendations to others considering the product:
Make sure that you take time on implementation. It is worth the effort upfront in the long run.
Admin of Service Cloud
What do you like best about the product?
very easy to customize, can assign cases to groups or individuals, ability to assign SLA's and escalation rules.
What do you dislike about the product?
Reporting can be an issue since objects relationships only look up and not down as well. Can end up with a lot of record data
What problems is the product solving and how is that benefiting you?
We are looking to better serve are customers and have a record of that interaction. Also have used internally as a service desk- downside is then you need more salesforce licenses. Has worked to organize work instead of random slack messages
Recommendations to others considering the product:
A service consule where you can see multiple objects at once would be awesome
4-years of SSC use and going strong!
What do you like best about the product?
On a typical day, I'm in and out of anywhere from 20 to 40 customer accounts for a wide scope of activities. The versatility and flexibility that the SSC environment provides permits me to utilize expedited workflows and saves me a great deal of time.
What do you dislike about the product?
I know that, with the right training, I could be using Salesforce much more effectively. Our company does not have a certified Salesforce staffer, so we all have to self-teach for most things since your pricing for live training is way beyond our budget.
What problems is the product solving and how is that benefiting you?
We're communicating more effectively with our channel partners and our customers. The documentation records entered into SF make it much easier to pick up the ball and run if someone on the team happens to be out of the office and a customer contacts us. Salesforce has also allowed us to vastly improve our A/R workflows and our orders desk is much happier than they used to be!
Recommendations to others considering the product:
For users who need to access a wide spectrum of information from their CRM, I would definitely recommend considering the SSC solution. It saves time and reduces clicks.
Customer service is your oyster with SalesForce Service Cloud
What do you like best about the product?
Possibilities and options that can be implemented. Very flexible solution to managing Operations, Customer Service and even Risk. Quite good reporting capabilities
What do you dislike about the product?
You dont know what you dont know: it would be easier if we knew what might be required in couple of months time as some of the reporting may require custom fields which if not created early need to be then backfilled.
What problems is the product solving and how is that benefiting you?
Efficiency, lack of communication, Tech inefficiencies. Fixed a lot of operational issues and created KPIs
Recommendations to others considering the product:
Sit down with all stakeholders to understand the needs - will see benefits sooner than later
Implementing and changing Salesforce for my Orginization
What do you like best about the product?
I like the fact that you can change the software in a cloud setting that lets mold to your processes rather than the a software that is static and can't change. Really helps with process improvement and accountability for processes to be followed.Reporting is great in here too, with the ability to customize the reports and schedule them out. Don't have to manage servers to make this run. Allows for users across the world to connect and collaborate with one another very easily. It also allows for our customers to have a place to go to review docs, get training and submit cases.
What do you dislike about the product?
Some of the features that aren't available. Such as being able to default whether an email is sent out. Not having as much flexibility with the dashboards and graphs are limited. It's an expensive product. When you start to add on other services than it gets to be even more expensive. We are on Enterprise Edition.
What problems is the product solving and how is that benefiting you?
Information was scattered all over the place prior. Also the ease of use wasn't there with our previous system. This system has helped us develop processes that can be followed. We are capturing information that we couldn't capture with our previous system. All of the customer history is all in one place without bouncing back and forth to different systems, one for sales and one for customer service.
Recommendations to others considering the product:
It's a great product that allows you to customize to your business needs. There are also many apps that help with providing additional add-ons to achieve things without having to go in and code something yourself.
A Solid Solution for Customer Relationship Management
What do you like best about the product?
I like the ease with which information can be found and associated to yet other information. It results in a rich environment for keeping track of customer issues, solutions, and other key details.
What do you dislike about the product?
I don't like that the interfaces are not consistent, and that you have to switch between interfaces to update certain pieces of information.
What problems is the product solving and how is that benefiting you?
We needed a good way to track productivity, client issues, and appropriate KPIs. As we collect more and more data, we are finding all of the above needs are being met.
Recommendations to others considering the product:
Plan on a long implementation and a fairly steep learning curve, especially for Admins. Have a clear picture of what you need the system to provide before beginning your implementation, otherwise you will end up lost in the weeds.
Salesforce Service Cloud
What do you like best about the product?
Flexibility of the system and the ability to customize. Salesforce is constantly adding new features and offerings.
What do you dislike about the product?
They system lacks the ability to do statistical analytics which means we have to pull data out of the system to do analytics.
What problems is the product solving and how is that benefiting you?
We are able to build a complex and customized solution for our business.
Recommendations to others considering the product:
Flexible system that is highly customizable with solid support.
Great CRM for all aspects of the business
What do you like best about the product?
Only using Salesforce for the last year and a half, I can confidently say it is easy to use. So much so that I am now the Salesforce go-to person at the company. There are so many ways to customize the site to fit our exact needs, plus so many users so help is just a google search away!
What do you dislike about the product?
The software itself is great, though there are quite a few functions that you would think would be included that are not. Salesforce has a way to 'vote' for the features that you want, so consumers can weigh in on what to have included in future releases. If you do want help over the phone, you will have no such luck -- I would say I have more expertise than the customer service reps I spoke to, but there are many users on the Salesforce forums that are eagerly willing to help.
What problems is the product solving and how is that benefiting you?
Salesforce is a complete tool -- from our technical support team to development, up to sales and administration, Salesforce provides and overview of the entire business.
Recommendations to others considering the product:
Definitely use the forums for help! A quick google search will often help you find the answers you are looking for since so many people utilize Salesforce! There are many customizable fields, so let your imagination guide you.
showing 5,311 - 5,320