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Straightforward implementation!
What do you like best about the product?
The ease of implementation is high, and there are many features that help automate manual business processes for service teams. There are also lots of integration options for common 3rd party apps.
What do you dislike about the product?
It requires solid foundational knowledge in Salesforce in order to get the most out of the platform.
What problems is the product solving and how is that benefiting you?
Service cloud has simplified set up of website chat features that sync back to Sales and Service teams. We've also implemented bots to handle conversations outside of business hours for common use cases.
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Transformative CRM Solutions at a high cost
What do you like best about the product?
Salesforce Service cloud has been found to be highly customizable to fit specific business needs. It is ease to setup and use, has powerful reporting tools and provides seamless integration with other platforms.
What do you dislike about the product?
The cost associated with Service cloud is relatively high
What problems is the product solving and how is that benefiting you?
I have integrated it with Sales Cloud for ease of tracking of tickets.
Best For Use
What do you like best about the product?
Einstein and Direct Integration with Other Platforms
What do you dislike about the product?
Email to Case can be improved for various bussiness use cases
What problems is the product solving and how is that benefiting you?
Automation and easy to use
Great way to build service team quickly and easily
What do you like best about the product?
Easy to setup and use. Part of the the Salesforce ecosystem that connects sales and service teams together
What do you dislike about the product?
Cost of license can be a pain and the additional features to buy on top of service cloud makes it confusing and not affordable to smaller organisations who probably need a one solution that fits all.
What problems is the product solving and how is that benefiting you?
Provides management of cases that tie to customer information. Routing and easy of email alert automations to alert customer/internal staff
Great Features
What do you like best about the product?
The interplace of Case Management with the core CRM Objects. Great new additions and potentials with Agentforce.
What do you dislike about the product?
Knowledge setup and migration is a bit tricky
What problems is the product solving and how is that benefiting you?
Removing barriers on how people want to communicate. With Omni-Channel, you can allow customers to contact you on their preferred plaform. Salesforce is using AI to summarized cases helping identify trends.
We love service Cloud!
What do you like best about the product?
Cases and case management - The service console is a huge hit with our teams
What do you dislike about the product?
I have some complaints on wanting to be able to see the section headers better - if we could customize the color or font, that would be huge for some of our users.
What problems is the product solving and how is that benefiting you?
it gives us a cohiesive look at everythign that is going on with a single customer.
Flexible and scalable solutions that customers can manage themselves
What do you like best about the product?
The ease of setup and delivery of capabilities to customer support people is fantastic. Being able to integrate with other tools to prevent swivel chair integrations makes the support experience streamlined to improve both the user and customer experience.
What do you dislike about the product?
With new AI capabilities, I fail to find something to complain about.
What problems is the product solving and how is that benefiting you?
Being able to scale a support team and keep them happy with the evolving set of tools while keeping customers very happy.
Lightning is Slow
What do you like best about the product?
The simplicity of configuration of app pages and setting up support.
What do you dislike about the product?
Not being able to use simpler automation tools (process builder, workflow rules, etc.)
Also, Omni Channel being used with console has issues.
Need to be able to open a new tab and not have the chat automatically logout.
Also, Omni Channel being used with console has issues.
Need to be able to open a new tab and not have the chat automatically logout.
What problems is the product solving and how is that benefiting you?
Being able to see all connected support records for our clients to enable efficient resolutions.
Streamlining workflows
What do you like best about the product?
Service Cloud is really assisting my team members with faster turn around time and not they are "not dropping" balls due to the functionality and assistance from Service Cloud
What do you dislike about the product?
I have not yet came across something that I dislike.
What problems is the product solving and how is that benefiting you?
Faster turn around time
Accurate assistance towards clients
360 degree view of problems and solutions
Accurate assistance towards clients
360 degree view of problems and solutions
Une solution robuste pour piloter son service client
What do you like best about the product?
La plateforme Service cloud intégrée au CRM participe activant à la vision 360° du client.
C'est l'outil par exellence pour piloter son support client et gérer les demandes entrantes que ce soit à travers des canaux traditionnels comme les appels entrants, les emails, ou les canaux digitaux avec la mise en place de Digital Engagement : chat, chat bot, what's app, facebook, etc.
C'est l'outil par exellence pour piloter son support client et gérer les demandes entrantes que ce soit à travers des canaux traditionnels comme les appels entrants, les emails, ou les canaux digitaux avec la mise en place de Digital Engagement : chat, chat bot, what's app, facebook, etc.
What do you dislike about the product?
La mise en place du SLA n'a pas été très satisfaisante à l'utilisation par le client.
What problems is the product solving and how is that benefiting you?
Les données en Silot
Satisfaction client
Satisfaction client
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