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Perfect for Asset Management
What do you like best about the product?
It is the perfect cloud for asset management and incident handling. We use it to track and control the useful life of assets, repairs, etc. The best thing about it is that many of the functionalities are already included. In addition, each release brings new changes and new features, such as attributes. In the 3 years I have been using it, it has improved a lot.
What do you dislike about the product?
Maybe system restrictions that are absurd and sometimes you have to bypass them with tricks or custom elements.
What problems is the product solving and how is that benefiting you?
Management of asset characteristics.
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Best Experience with Service Cloud
What do you like best about the product?
Service cloud help you and your company in a lot of aspect.
What do you dislike about the product?
There isn't aspect of dislike in Service cloud
What problems is the product solving and how is that benefiting you?
the out-of-box integration and one point of managing of business
The best system for business service solutions
What do you like best about the product?
The most useful aspect is the ease of integration or adaptation of the service desk, it is the best solution for companies that currently have one. For those who do not, the implementation and adoption for their customer support is quite simple. The number of functions that Service has makes it practically usable in any industry.
What do you dislike about the product?
There is no disadvantage, the only thing is that the Milestones could be improved to have a slightly more aesthetic interface for that component.
What problems is the product solving and how is that benefiting you?
What helps me solve on a large scale are the response times with Milestones, as that automation is quite functional for any client with standardized times.
Admin
What do you like best about the product?
Case routing, esclations, service channels. email to case
What do you dislike about the product?
At this time there are no downsides other than service disruption at time.
What problems is the product solving and how is that benefiting you?
360 view in one platfrom
Excellent solution to transform our stakeholders outdated spreadsheet solution
What do you like best about the product?
Service Cloud is great for case management. Using case management, in addition to email-to-case, milestone management, an integrated telephony service, and a few other integrations, using Service Cloud has allowed us to build a platform for our business that suits their exact needs. Rather than managing cases in multiple systems, including Excel and ServiceNow, and having to go out to multiple platforms for additional contact detail, all of that information now lives within Service Cloud for the users to access on a single page.
What do you dislike about the product?
Service Cloud has a bit of learning curve to it. There are a lot of nuances in setting up milestones, for example. Our team has looked in to setting up Omni Channel Routing and have found it difficult to get the answers we need. Most of our troubleshooting comes from "Google" because it has been difficult to find other resources for support.
What problems is the product solving and how is that benefiting you?
Our contact center is now using Service Cloud to manage all their cases, and retain key information on the contacts they deal with. A user previously has to navigate to two or potentially three systems for a single phone call. Everything is now housed on a Contact page for easy access, which has significantly decreased the time a user is having to spend on a support call.
A good system.
What do you like best about the product?
Ease of programming among users.
What do you dislike about the product?
High costs for a small organization to have the best CRM.
What problems is the product solving and how is that benefiting you?
Agility in customer service with my client via call center.
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.
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
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