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Easily my favorite Cloud to work in
What do you like best about the product?
Service Cloud is my favorite Salesforce Product. I've worked with Service Cloud for nearly 5 years, and have enjoyed being able to customize my customers' business processes using Cases. The first time I used it, we migrated from a 3rd party, and the implementation was so much more straightforward than I had anticipated. We easily loaded our legacy data to Cases and Work Orders and set up the business rules very quickly, using email-to-case and web-to-case. At my current company, we use Service Cloud to manage customer order inquiries, as well as troubleshooting for remote issues. I was able to add automation using Flows to transfer cases to field service team members by creating work orders with a single click.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
Another favorite feature is Knowledge. Being able to assign categories and quickly find articles that can assist a service representative in quickly solving a problem is invaluable. The amount of time saved is enormous and the teams love working with Cases and Knowledge.
What do you dislike about the product?
There is really only one issue that I have trouble with in Service Cloud, and it involves email-to-case. I'm hopeful that the new threading will help with the situation, but we often have customers who remove refIds from emails, or send an email back-to-back, which results in additional cases being created instead of threading on the original. It takes the users a lot of time to determine duplicate cases and merge them. We also use a 3rd-party merging tool because the native merging tool only allows 3 cases at a time and isn't sufficient for many of my users.
What problems is the product solving and how is that benefiting you?
Service Cloud helps us resolve our customers' issues quickly by providing Knowledge article recommendations and being able to respond to emails and find solutions within the same platform.
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Developer
What do you like best about the product?
Case management feature, email-to-case feature
What do you dislike about the product?
Do not have feature for agent know whom viewing the case
What problems is the product solving and how is that benefiting you?
Quickly tracking and solving customer issue
Service cloud is the best product that Salesforce offers
What do you like best about the product?
Salesforce service cloud really great in solving and managing agents and in flow of cases. Great thing is we can customize the case flow according to the business needs and the knowledge articles deflect a low of cases. It is easy to implement and if you have any problem with the app there are always support agents can help you figure out what is wrong. Integrating with external system to get cases we use it daily for customer support cases to manage and resolve them.
What do you dislike about the product?
The benifits it offers out way whatever bugs that we face sometimes.
What problems is the product solving and how is that benefiting you?
To manage day to day retail or delar queries and their issues with certain products that are sold.
ótimo para controlar os tickets de atendimento
What do you like best about the product?
Notificões de caos que estão em atraso e controle do tempo para resolução de chamados.
What do you dislike about the product?
Não consigo centralizar mais que um e-mail de ticket pela minha conta.
What problems is the product solving and how is that benefiting you?
Centralização dos chamados de atendimento.
Confusing admin interface, nice graphical touch
What do you like best about the product?
I loved the look of the admin interface, as a developer it was visually easy to navigate.
I'll mainly be using my account for integration purposes, especially with Workato.
I'll mainly be using my account for integration purposes, especially with Workato.
What do you dislike about the product?
I was not a fan of the translations. Just because I'm from a region does not mean I want the language to default to mine. It is often confusing, translating technical terms that don't carry over and it makes navigating and discussing features really really hard.
Common terminology and features should be the same.
Common terminology and features should be the same.
What problems is the product solving and how is that benefiting you?
Integrating different customers using connector apps.
Salesforce Service Cloud
What do you like best about the product?
Opportunity Scoring, Lead scroing , AI capbilities, account forecasting, can be easy to integrate with CPQ , bigtin can and other features, easue to use, and easy to implement as per configuration and user friendly so user uses frequently with best customer support experience
What do you dislike about the product?
mobile limitation about mobile flexi page , page layout and standard field translations
What problems is the product solving and how is that benefiting you?
Ease for sales professional to use
streamilne larger process at one place
User friendliness
Reliability
streamilne larger process at one place
User friendliness
Reliability
Salesforce Service Cloud transformed my support experience with its intuitive interface!
What do you like best about the product?
For a fact there are many things which are helpful in the service cloud such as Case Management, Process & workflow automation , easy SMS integration etc however the best way which boosted our productivity is through Omnichannel routing & the case management feature with a user friendly interface & 360 client view.
I also like its flexibility and the fact that it so readily integrates with so many complimentary tools and platforms.
I also like its flexibility and the fact that it so readily integrates with so many complimentary tools and platforms.
What do you dislike about the product?
Limited reporting & analytic capablities, also customization for that fact which has to be within the salesforce limits
What problems is the product solving and how is that benefiting you?
I believe salesforce is working on creating AI based survey & we as a company are also in process of getting the survey feedback management onboard in the organization
Service Cloud let us have a clear view and undestanding on customers issues.
What do you like best about the product?
It ease of use and escalationes rules that let us be on top of the issues.
What do you dislike about the product?
Basically the approach to telephony, it is very expensive for SMBs.
What problems is the product solving and how is that benefiting you?
We sell equipment and tracking complaint and mal funcitons is critical.
Salesforce Service Cloud User Experience
What do you like best about the product?
As per my user experience efficient case management and automation tools and easy to implement and manage the tools
What do you dislike about the product?
I doesn't have any dislikes regaring service cloud but, drawback of Salesforce Service Cloud is its complexity, which can feel overwhelming for small to medium-sized teams. The platform’s extensive customization options and layered navigation often require specialized knowledge, making onboarding slow and potentially costly. For organizations needing a simpler CRM, this added complexity may outweigh the benefits.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud effectively addresses key challenges in complaint management and customer service automation by streamlining processes and enhancing the overall human user experience. It centralizes customer interactions, allowing support teams to access a comprehensive view of each customer's history and issues, which leads to quicker resolutions. Automation tools, such as chatbots and automated case routing, reduce response times and free up agents to focus on more complex inquiries. This not only improves efficiency but also enhances customer satisfaction, as users receive timely and relevant support. Overall, by simplifying complaint management and automating repetitive tasks, Salesforce Service Cloud empowers businesses to deliver a more responsive and personalized customer service experience
Best Customer service and technical support CRM
What do you like best about the product?
Easy to use and widly used platform. A lot of built in features.
What do you dislike about the product?
User interface needs to be upgraded for both web and mobile.
What problems is the product solving and how is that benefiting you?
Keeping track of customer inquiries.
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