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Beautiful Interface, Easy Set-up
What do you like best about the product?
Every year, Salesforce blows me away a little more with its ability to create a clean, intuitive interface. Service cloud takes commonly requested features from those working in service roles, such as customer care, and pulls it all together into one clean console-- it's a one-stop-shop!
What do you dislike about the product?
While the tool is easy to implement, a lot of the marketed images/demos show tools that are an extended version of the console, using Visualforce components. It's hard to balance expectations with my stakeholders when they are expecting something specific, and I don't have an available developer to build.
What problems is the product solving and how is that benefiting you?
Customer care console for better reporting and a streamlined ticketing system.
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Salesforce Service Cloud Review
What do you like best about the product?
We love the Support Cases. Having our customers being able to submit a Case and our team reply in a timely manner is exactly what our customers desire!
What do you dislike about the product?
Honestly, there is nothing that we dislike. We thoroughly enjoy the Service Cloud!
What problems is the product solving and how is that benefiting you?
We're solving our customer engagement/relationship to our organization. The Service Cloud provides top of the line support and service to our Customers in a way that is perfect for our organization.
Recommendations to others considering the product:
Be sure to use all of the Service Cloud, Cases is just a small part of it. There are so many enhancements that we aren't taking advantage of currently, but we hope to in the future.
I use it everyday
What do you like best about the product?
The ease of looking up our contacts and seeing the history of what they have received or the activity they've had with our company.
What do you dislike about the product?
It takes a minute to learn just how much it can do, but worth it.
What problems is the product solving and how is that benefiting you?
Having one location to store our contacts and their activity history. It also works well with our marketing automation system.
Good product
What do you like best about the product?
Interface and ease of use of this product
What do you dislike about the product?
Too much information and not intuitive at times
What problems is the product solving and how is that benefiting you?
Eliminating manual update of the prospective leads
Excellent tracking system but frequent connectivity issues and no rich text editor tools
What do you like best about the product?
I like the programs ability to store tickets by user name, email, and company. I also like how it integrates with Saleforce, so account information from Salesforce is included in the tickets opened. It allows us to develop a customer history for all our client base. We can also track on going and widespread issues among our clients. The ability to filter and add queues is extremely useful for reporting purposes.
What do you dislike about the product?
I dislike the limitation on the amount of values you can enter as to Issue Type and Reseller. Also, the routing rules don't always accurately route to the correct queue. Some tickets can be lost for weeks because of the routing rules. The connection is sometimes down for the ticketing system. This hinders and skews our reporting because we don't receive tickets while the system is down due to Desk.com server issues. This increases our contact rates and time to resolution.
What problems is the product solving and how is that benefiting you?
Desk.com is helping us keep better records of issues affecting our client base. It allows us to track and store all cases created by our clients, so we can reference it at a later date and time. Additionally, we have more visibility as to what issues we should prioritize based on how many clients are reporting said issue. It also allows us to have one centralized location for incoming and outgoing client communication rather than email which is difficult to track.
Desk is alright, when it's up
What do you like best about the product?
Desk is pretty straight forward to use. It's easy to search past cases. I liked the labeling system and they way you can customize to your needs. Integrating with Twitter has also been very helpful.
What do you dislike about the product?
There's more downtime than I would like. The times the service goes down complete halts all productivity and sets our entire team behind on our SLAs. It's also prone to crash and lose information mid-ticket.
What problems is the product solving and how is that benefiting you?
We handle thousands of support tickets every week, so we rely on Desk to let multiple support agents respond to our customers and work together to solve their problems. Desk is built with teams in mind and prevents duplicate agents from enter the same ticket.
Recommendations to others considering the product:
I would highly consider how downtime will effect your team and business. If the occasional outage will be damaging, I would look elsewhere.
New User to Salesforce Customer Portal
What do you like best about the product?
I like that this product integrates with other products we use
What do you dislike about the product?
So far, I don't have complaints. This is still quite new to me.
What problems is the product solving and how is that benefiting you?
We use this software to assist our customers with their accounts
Essential Sales Tool
What do you like best about the product?
I like how flexible the platform is. You can add or subtract as many tools as possible to best sculpt the platform to fit your needs. I also like the integration ability. It allows you to link seamlessly with some apps.
What do you dislike about the product?
It can become very expensive as you customize it. It is also not a naturally intuitive platform. There are tons of features and capabilities that can make it difficult to navigate or optimize.
What problems is the product solving and how is that benefiting you?
We are solving sales and product tracking. Reporting, finance issues and collections.
Recommendations to others considering the product:
Please keep in mind the cost. As your business grows your platform will likely need to grow with it and the additional functions can quickly mount in price.
Providing excellent service with Sales Cloud
What do you like best about the product?
Sharing all information (cases, leads, chatter groups, files, and documentation) with other members of my team, effectively reducing the need for conversing through email. Having everything documented also ensures there is no drop off of any kind.
What do you dislike about the product?
Sometimes the permissions can cause hold up or loss of visibility of a case when you are no longer the owner. This is based on your salesforce settings of course but the cumbersome nature of correcting it takes time and a larger conversation about access.
What problems is the product solving and how is that benefiting you?
Customer support requests are now directly handled in salesforce. For the user, and easy process of sending an email is all they see. On the back end we are able to pull documentations, other employees, or crafted responses quickly to deliver support faster and accurately.
Recommendations to others considering the product:
You have options to use either service cloud or a console view. Both have pros and cons, just make sure you weigh each to determine what view is best for you.
Excellent tool
What do you like best about the product?
I like the way this integrated with all the other products I use for customer tracking and tickets
What do you dislike about the product?
I don't like how hard it is to navigate in the system. Search or better UI/menu options could go a long way
What problems is the product solving and how is that benefiting you?
We have connected our sales team, customer service team and support with all our related products
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