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Userfriendly
What do you like best about the product?
I like the chat feature that is integrated in the Service Cloud. It allows quick and easy support for our clients without having to pick up the phone. It also allows ability to multi task.
What do you dislike about the product?
To be honest I don't like not being able to see my tasks and events for the day in order to do so I have to switch views. To prevent this issue I just have multiple salesforce browsers opened.
What problems is the product solving and how is that benefiting you?
Our whole business is wrapped around salesforce. We aren't able to function without the service
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Salesforce serves as a central hub for all your business processes
What do you like best about the product?
The complete customizability of the platform. With few exceptions, everything can be edited or built on top of to provide you with exactly what you need. All of your business processes can be integrated or enhanced with the system.
What do you dislike about the product?
While flexible, the platform is limited by your administrator's/developer's technical knowledge. Administration alone will likely require at least one full-time admin. However Salesforce provides an array of certifications to help you find something with the necessary skills based on what you do need.
What problems is the product solving and how is that benefiting you?
Aligning our Sales, Marketing, Accounting, Support, and Account Management efforts. With Salesforce we can now collaborate and communicate across departments with minimal inefficiencies. Everything lives in Salesforce.
Recommendations to others considering the product:
Salesforce is the clear market leader for a clear reason. They continuously innovate and drive their platform forward. It's not software that you plug in and use. It's a system that grows and evolves based on your needs and ability.
Infinitely Customizable, but at a Cost
What do you like best about the product?
As with everything Force, the ability to bend Service Cloud to meet our business requirements is there. Out of the box, it is very well suited to most needs. The ability to customize and automate is second-to-none, but the people/skills required to do this successfully should be accounted for.
What do you dislike about the product?
Significant costs of time and effort for integration to outside systems. Requires a full-time administrator and developer.
What problems is the product solving and how is that benefiting you?
Moving into the entirety of the Force ecosystem removes those data/service silos that impeded the flow of customer data. A customer is now on a seamless journey from a marketing lead, to a sale, to support, and account management.
Recommendations to others considering the product:
Get training for all employees. Don't leave administration to a single person.
Great product
What do you like best about the product?
The Salesforce Service Cloud is really easy to use.
What do you dislike about the product?
Salesforce Service Cloud can sometimes load slowly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us learn more about our customers, which increases sales.
Brilliant
What do you like best about the product?
I love that you can manage all clients from one system, it tracks everything to the second and allows you to record all calls all linked to salesforce. I couldnt manage my day to day pipeline and calendar without it
What do you dislike about the product?
There is not really anything I dislike about salesforce.
What problems is the product solving and how is that benefiting you?
It streamlines the way staff manage their pipeline, things get done on time.
Recommendations to others considering the product:
It is great
Salesforce Service Cloud
What do you like best about the product?
Salesforce allows us to develop processes, automation and essentially run our whole business while rarely having to resort to code. This allows us to keep our technical team lean and lets us focus on adding valuable features.
What do you dislike about the product?
There are a number of basic areas where Salesforce has neglected core functionality improvements in favor of newer, glitzier projects. Examples are how null values are treated, the UI of change sets, the ability to report on multi-select picklists and so on.
What problems is the product solving and how is that benefiting you?
We run our entire business from Salesforce. We are a patient engagement company and we use Salesforce both as our CRM and our back end workflow engine. Keeping all our data in one place, combined with Salesforce's security credentials, is invaluable to us.
Recommendations to others considering the product:
Review the App Exchange for additional products that can supplement the value of Service Cloud. Don't necessarily assume that if you are not managing a call center, it's not for you. It can be extensibly customized.
Salesforce Service Cloud review
What do you like best about the product?
I like the custom views we can make and how we can set different rules. Currently we have it set so we can only get so many cases before we hit our limit and will no longer get cases accepted into our queue. I like the easiness to understand the interface and how everything I need is easily available.
What do you dislike about the product?
I do not like when talking with customers I cannot bold, highlight, or upload pictures/screenshots. I would like to be able to add a signature instead of signing manually each time and have the ability to send email templates. I dislike having to upload one picture to attachments as this make it confusing and more time consuming. I also dislike how you can only upload one attachment at a time as some customers we ask to upload multiple things.
What problems is the product solving and how is that benefiting you?
we are having an issue of getting alot of cases at once and then being overwhelmed and stressed by the amount of cases. Information is not passed well between the levels of support so sometimes we get a low priority case that turns out to be an emergency. We have realized that we can now add a resolve by date, and more options that are required before any handoffs between support levels are done.
Recommendations to others considering the product:
Ensure you have done your research and have taken all users opinions into considerations. Get a good partner who will make setup easier and more effective
SalesForce Review
What do you like best about the product?
Very easy to navigate through. No long delays when processing items.
What do you dislike about the product?
Reports page could use more user friendly ways to generate.
What problems is the product solving and how is that benefiting you?
Utilizing SalesForce for our customer base and for billing purposes.
Desk.com
What do you like best about the product?
I like the ability to set follow ups to check back in at a later date on specific case.
What do you dislike about the product?
The search feature is not very helpful or useful.
What problems is the product solving and how is that benefiting you?
Communicating with the customer and being able to follow up and track issues that may arise.
Good, but only great if you use the rest of SalesForce
What do you like best about the product?
Desk.com is a fairly straightforward work ticketing system. It does most of the things that the big boys do, but just with less complexity and customization. The interface is very simple and easy to understand. It proves fairly easy to teach any tech or non-tech to actually use the application. The setup is also pretty friendly. Link it to an email address and you're good to go. Customizing notifications and templates can be done later. If you use the entire SalesForce suite of products, Desk can be quickly integrated to show detailed customer information as it relates to the person on the ticket. This can be valuable if you do not have complete information in the contact that is part of Desk.
What do you dislike about the product?
The lack of customizable workflows hinders this software noticeably if you're used to applications like TrackIT and Remedy. Also, customizing notifications requires intimate knowledge of an obscure programming language. However, for the most part if you're looking for a simple ticketing system with the ability to integrate with one of the best CRM applications in the world, there is not much to dislike.
What problems is the product solving and how is that benefiting you?
We have been able to accurately capture, respond to, and measure interactions with customers and users in the same platform. Customer messages get routed into Desk for greater visibility along with internal user IT issues. Customers appreciate having an immediate response with a ticket number and internal users appreciate the ease of logging a ticket for IT issues.
Recommendations to others considering the product:
Salesforce integration is a very useful part of this application. If your company does not use salesforce and your ticketing requirements are light, there may be less expensive options for a ticketing system.
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