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Great Cutomer Serive Mangement with a Steep learning curve
What do you like best about the product?
Salesforce Service Cloud offers a robust set of tools for managing customer service interactions, streamlining communication across multiple channels, and Organizing cases effectively.
What do you dislike about the product?
The complexity of setup and configuration can be challenging, especially for new users or smaller teams without dedicated admin support
What problems is the product solving and how is that benefiting you?
The problems we have was not having all the customer information in one place. Salesforce Service Cloud helps us manage customer service cases efficiently by centralizing all customer interactions and information in one place. This makes it easy to track and respond to cases across multiple channels whether by email, phone, chat.
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Streamlined Customer Support with Powerful Customization Options
What do you like best about the product?
What I like most about Salesforce Service Cloud is its flexibility and power in which it enabed us to creat flow that are based on our needs without hassle. This allowed our customer service team to focus on serving the customers instead of other manual work. The integration of other channels with the CRM helped our agents to provde a 360 personal experience to our customers.
What do you dislike about the product?
One disadvantage of Salesforce Service Cloud and Salesforce in general is the learning curve for newbies. It takes a lot of time and effort to understand the platform's components and features and how they're all tight up.
What problems is the product solving and how is that benefiting you?
Unifying the customer's profile is the main challenge that we solved. Previously our agents had several systems that need to be open side by side in order to provide a customer care experience across our all omnichannels, but now it's only a single platform for all. Another challenge we solved is with reports. Previously generating reports and combining reports into a single dashboard was an extreme headach, but now it's all in a single place.
Service cloud does what it needs to
What do you like best about the product?
The best part of service cloud is its seamless integration with the rest of the Salesforce ecosystem
What do you dislike about the product?
It's not as simple (plug-and-play) as some of the other ticketing systems out there.
What problems is the product solving and how is that benefiting you?
Communication across different, unintegrated, channels. Ticketing management and escalation. Automations.
Service cloud made customer service quicker and faster. Offering many options to track customer.
What do you like best about the product?
Omni channel, Einstein AI chatbot. Email to case is very good with service cloud.
What do you dislike about the product?
Service cloud is kinda costly for small and medium size organization.
What problems is the product solving and how is that benefiting you?
Live chat solved many face to face conversation or phone calls.
Simple, Affordable, Scalable
What do you like best about the product?
Salesforce service cloud has a vast array of features and functionality that are scalable as your business grows
What do you dislike about the product?
I honestly haven't found anything which I can speak to on disliking at this point.
What problems is the product solving and how is that benefiting you?
Managing customer requests and supporting customer needs.
Salesforce Service Cloud
What do you like best about the product?
Service cloud has been great - with the help of flows there is so much that can be automated. if anything goes wrong there is alot of support available and gets answered very quickly.
What do you dislike about the product?
salesforce setup can be a bit daunting at first until you get used to it.
What problems is the product solving and how is that benefiting you?
Service cloud helps us manager customer tickets and solve customer complaints. It helps us provide timely service to customers and their chargers
Utilizing Salesforce enhances convenience and accessibility, particularly in an office environment.
What do you like best about the product?
It offers a complete and clear picture of customer interactions through various channels, enabling customer service agents to easily find all necessary information and solve problems efficiently. Additionally, it includes strong automation tools that enhance case management and boost agent productivity.
What do you dislike about the product?
Too much customization and flexibility in how tasks are done can lead to mistakes or tasks being left incomplete.
What problems is the product solving and how is that benefiting you?
Efficiently handling customer support by using a central platform to monitor customer problems, direct cases to the appropriate agents, access full customer details, and automate routine tasks, which results in quicker resolutions and better customer satisfaction.
Service Cloud is key in our organization.
What do you like best about the product?
The seamlessness and customizabiity of it. I am able to create and execute action plans with just my admin skills. No code is needed for minimal implementations.
What do you dislike about the product?
I dislike that there arent certain functionalities that are readily able to be plugged in. For example, many companies use a ticketing system and the snetire build could easily be replicated across organizations.
What problems is the product solving and how is that benefiting you?
We have many active users in SF and they all are users only. They submit tickets to our salesforcesupport email which creates a case using Email-to-Case functionalities. This then comes to our admin team which helps breakfixes and maintenances.
Good experience so far
What do you like best about the product?
Automation helps to give back time in my day that I can spend with customers
What do you dislike about the product?
Learning curve if you are new to the salesforce environment
What problems is the product solving and how is that benefiting you?
All in one platform for our info
Best class tools and features to manager service for any products
What do you like best about the product?
Easy to manage cases and built custom features like workflows, Ease of implementation
What do you dislike about the product?
Easy to use, Easy to learn, Easy to manage customer support, Frequency of use and cases, Ease of integration with other external systems
What problems is the product solving and how is that benefiting you?
Case management, Omnichannel routing
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