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Salesforce Service Cloud -> Mature and Still Improving
What do you like best about the product?
IT's combination of products to solve any service use case
What do you dislike about the product?
Cost and complexity, it is very clicky to maintain and to add entitlements you need to still switch to classic from lightning, considering ho wlong ago the company made the tranistion to lightning, this is crazy
What problems is the product solving and how is that benefiting you?
It helps with service ticketing and milestone management to help keep our SLAs in check
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We use the Service Cloud to handle customer inquiries. and it's been great so far.
What do you like best about the product?
We use the email to case feature the most in service cloud, making sure no email communication is lost.
What do you dislike about the product?
The agents need to be trained well to be efficient.
What problems is the product solving and how is that benefiting you?
Service Cloud gives us a centralized location to track all the customer inquiries and feedback, also giving the leadership team a line of sight into how issues are being handled.
Its an awesome product with full of features a service industry wants.
What do you like best about the product?
- Omni Channel
- CTI support
- Chatbot
- Service console
- Easy to integrate
- User friendly UI
- Implimenation is fast and easy
- Awesome customer support
- CTI support
- Chatbot
- Service console
- Easy to integrate
- User friendly UI
- Implimenation is fast and easy
- Awesome customer support
What do you dislike about the product?
I don't find any issues in Salesforce Service Cloud in my day to day activity. I am using it almost daiy. The ecosystem has great references to learn, find issue fixes etc.
What problems is the product solving and how is that benefiting you?
It very difficult to manage ticketing system, assigning tickets based on skills. But Salesforce Service cloud make this easy for us.
Useful
What do you like best about the product?
It's a grerat way to keep all customer interaction in our channels right on the feed. It's possible to have a timeline and make the customers have theeir needs solved.
What do you dislike about the product?
I couldn't find any cons since I started using Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
It's making possible to interact to customers and with cases and the feed turning agent's work easy.
Efficient to get the right info for and from your staff.
What do you like best about the product?
i like the one stop shopping for information across the platforms.
What do you dislike about the product?
sometimes it feels a bit cumbersome to get it to do what you want it to do.
What problems is the product solving and how is that benefiting you?
it allows us to share information across users and stages during the process.
Very versatile CRM platform
What do you like best about the product?
One of my main reasons to use salesforce is the ability to create my own reports from scratch or use an existing report and editing to fit my requirements exactly. It lets me creates conecctions between lenders, dealershis and customers, so when a case is created, I can see all the players involved at a glance!
What do you dislike about the product?
I have used salesforce in 2 separate companies, on my previous one, we used salesforce to authorise payments and refunds and when a user was not available, the escalation or redirection was clunky, it would not quite go to the right person or the right person would receive, but was not able to authorise. But, this was at the begining, so it might have been a permissions issue that got resolved later.
What problems is the product solving and how is that benefiting you?
One of the higlights of the platform is the fact that I can produce very comprehensive overviews on the complaints department, not only identifying trends with agents, suppliers or customers, but also reports on a bigger picture, based on time of the year and the ability to forecast, to certain extent, the volume of issues we will be dealing with.
Extend Your Customer Service with Salesforce Service Cloud
What do you like best about the product?
It integrates with all third party applications and offers excellent support from Salesforce CRM, which enhances its capabilities significantly.
What do you dislike about the product?
The learning architecture of salesforce service cloud it's not easy.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud simplifies issue tracking and complaint resolutions at right level, which helps us to respond faster and improves our overall customer satisfaction level.
Service Cloud is great
What do you like best about the product?
Easy to setup and highly customizable. On Salesforce
What do you dislike about the product?
Highly customized org can require help from developers
What problems is the product solving and how is that benefiting you?
contact center
Service Cloud is now more powerful then ever with Generative AI tools.
What do you like best about the product?
Einstein Bots
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
Agentforce capabilities
Prompt Builder - Templates for Record Summaries
Natural Language processing.
Very user friendly to set up and implement
Great support and high adoption amongst users
Connectors make integration easy
Used daily
What do you dislike about the product?
The salesforce service cloud can benefit from console templates that incorporate the AI features.
What problems is the product solving and how is that benefiting you?
Assist our agents with getting more accurate information to assist the clients faster and more accurately.
Review from a Salesforce Architect
What do you like best about the product?
1.I like the most about Service Cloud Console Feature.
It combines multiple screens in single window view which increases productivity to service agents.
2)I like service cloud macro feature which automates repetitive tasks.
3)I like service cloud entitlement and milestone feature which helps to track customer service lavels.
It combines multiple screens in single window view which increases productivity to service agents.
2)I like service cloud macro feature which automates repetitive tasks.
3)I like service cloud entitlement and milestone feature which helps to track customer service lavels.
What do you dislike about the product?
I would like to see additional features in service cloud to be implemented:
1)Lets consider Email-To-Case feature. Upon creation of case the original email is difficult to access if you consider N number of interactions happened in case. Even one of our customer asked to implement the functionality to attach first communication as a pdf and to be tagged under case attachment.
2)We experienced a problem when a case was owned by a queue and if an automatic out-of-office mail set up was already made by one of the reciepients who is part of that queue/public group. The problem was N number of email (out of office notification) was linked to that case.
1)Lets consider Email-To-Case feature. Upon creation of case the original email is difficult to access if you consider N number of interactions happened in case. Even one of our customer asked to implement the functionality to attach first communication as a pdf and to be tagged under case attachment.
2)We experienced a problem when a case was owned by a queue and if an automatic out-of-office mail set up was already made by one of the reciepients who is part of that queue/public group. The problem was N number of email (out of office notification) was linked to that case.
What problems is the product solving and how is that benefiting you?
I was working with one of the healthcare clients who implemented Service Cloud.
It helped to identify type of the case by leveraging case record type feature.
By leveraging knowledge base it was helpful for agents to quickly get into case and solve the case within SLA.
It helped to identify type of the case by leveraging case record type feature.
By leveraging knowledge base it was helpful for agents to quickly get into case and solve the case within SLA.
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