Salesforce Service Cloud Reviews

Best-in-class CRM and support solution

Comments: It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.

Pros:

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

Cons:

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Service Cloud is a Game Changer

Pros:

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Cons:

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Many features and ability- but required long time to study

Pros:

It was very easy to use many for contact management in addition to plug-ins that existing

Cons:

Reporting and use plug-ins or customise. The experience was much more difficult.

Amazing tool that will definitely help your customer service team if you have the money

Comments: Salesforce has been an amazing CRM and provides great flexibility in their Service cloud platform. From case/ticket management to creating a portal for customers to ask their questions and find answers via knowledge base, Salesforce has it all.

Pros:

Extremely customizable, and very user friendly. Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can easily help their clients.

Cons:

Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features. But Salesforce is currently working on this limitations with their data cloud platform.

User friendly

Comments: My personal experience has been overall positive.

Pros:

The reliability to be able to depend on the service in real time.

Cons:

I don’t have access to use the full capability. But from what I have used no cons.

Councils use of service cloud

Comments: Has been an excellent way to transform business processes and modernise our technology stack.

Pros:

Versatility to use for different requirements. Preconfigured solutions for our purposes

Cons:

Very difficult to move away. Cost is high.

It accelerates customer service and personalizes case management

Comments: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Pros:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Cons:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

A bit of an investment, but well worth it if fully utilized.

Comments: Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

Pros:

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Cons:

The upfront cost is more than other programs.

Empower Customers with Self Service Tools for Greater Satisfaction

Comments: It's Excellent experience with Salesforce self service portals which allow our customers to resolve issues on their own, which saves time and reduces the workload on our support team significantly.

Pros:

AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction.

Cons:

Some of the more advanced features are only available in the higher-priced plans.

Great tool with few issues

Comments: Overall, Salesforce is a reliable solution that improves customer service workflows once fully put in place. I enjoy using it at my current company. It allows us to utilize many important apps and services.

Pros:

Salesforce offers excellent tools for case management and it great to use with other platforms. I use it to manage customer cases in a financial setting.

Cons:

It has a learning curve, especially for those who are not used to using software like this. It can take a lot of time to customize to your liking and needs. It can also be very expensive.

Salesforce - A must for CRM

Comments: Overall, Salesforce service cloud is an incredibly powerful tool that has allowed me to understand our company more than ever through the dashboards and reports I create to make data more than just data, but answers to my questions. The valuable insight I have gained is a game changer.

Pros:

Although Salesforce might seem a bit daunting at first, it overall is extremely customizable and can (and should) be built for you and your company's needs. This tool is so powerful and key in customer relationship management and has taken our CRM to the next level. Our data is all held in Salesforce and we are able to create reports and dashboards to keep track of the business and gain insights.

Cons:

I do sometimes wish Salesforce was a bit more user friendly however once you learn more about the program you do become quite comfortable and customer service will always be there to help you in a kindly manner

Salesforce review

Pros:

Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.

Cons:

What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users

Perfect CRM for a company

Comments: my overall experience is very positive with Salesforce and for sure I am still a learner as they have lots of great tools still to be explored.

Pros:

What I love most are the reports that we can create based on the information that we want to see

Cons:

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Sales Force comes with all the force!

Pros:

I love customer management as well as employee tasking and account detail

Cons:

There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every aspect of every customer account

It’s not mobile responsive

Comments: I wish it could be responsive on mobile devices.

Pros:

Contact database management is easy. You can keep track of clients.

Cons:

The system is not responsive on mobile devices.

Great for Call Centers

Pros:

I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.

Cons:

I do wish it was just a little bit cheaper.

Love Service Cloud

Comments: Overall a tremendous fan of Service Cloud and all of the product offerings from Salesforce.

Pros:

It's a great business solution when set up properly. We're able to use it as a single platform for all contact center needs as it fully integrates with our CTI system as well

Cons:

The ramp up period for users to adopt and fully use the platform can take some time. It's not always user friendly, but once the users get the grasp of it, it increases productivity

It makes your work easier

Comments: It made my work easier and that was positive for me and for my employers as well.
I felt more comfortable to use it when I have a client on the phone as it’s faster than other software programs. So I had a good experience in the overall.

Pros:

As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.

Cons:

It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.

Great Legacy Tool for CRM

Comments: Overall, it's one of the legacy tools we have in CRM area.

Pros:

Amazing capabilities for utilizing all the consumer data we have especially having all the consumer data regarding even each transaction with them.

Cons:

Reporting ability is limited to four dimensions and this might cripple the reports we're getting.

I like Salesforce very much, because it is simple to use and automation

Comments: the experience itself, is very good. it makes it very easy to automate contact with the customer, especially when I want to update data. it helps me optimize my time, in my opinion there is little to improve

Pros:

I like the ease of changing the text I want to send to the customer, and the ease of automation of updating customer purchases

Cons:

i believe they could, verify if the client's number is in whatsapp or not, update the contact lists automatically, inform the quantity of available contacts in each list and a greater facility when searching for a specific contact. it is not so easy to filter the contact you want to contact. but i know that the platform is always being updated to improve the experience of its users

Great for luxury brands

Pros:

I liked the fact that you could use it with other software so you don't have to put the same data in to multiple software one by one that feature was really time effective

Cons:

Well sometimes I had to refresh to ensure the data that I had had in the other system shows up I think its kinda good tho because if the data is incorrect or you made a mistake you'd see it by how its reflecting in salesforce

Egypt

Comments: I found integration in Salesforce's business processes because it made it easier for us to use many of the features it contains, which helped us a lot in the organization's work and helped in its success, development, and completion of its practical and functional tasks in a short and fast time, and also that it is easy to use and practice, and it contains easy windows and easy to learn and get used to After experiencing it, it is really something special ، great program.

Cons:

Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.

Enables businesses to deliver exceptional support experiences through its comprehensive features

Comments: A leading customer service solution, enabling businesses to provide efficient and personalized support to their customers.

Pros:

It helps with case management, omnichannel support, knowledge base, automation, analytics, and seamless integration capabilities for exceptional customer service all in one platform

Cons:

One potential drawback of Salesforce Service Cloud is its relatively high cost, which may be a deterrent for smaller businesses with limited budgets

Salesforce Review

Pros:

I like that it accomplishes all my company security requirement.

Cons:

I feel I am using all its capabilities. But that depends on what features my company has purchased.

Robust Application with Collaborative Functionalities

Comments: It enabled my team to collaborate and achieve our goals.

Pros:

Being able to house multiple platforms for data management, customer communication, and performance metrics made it easy for me to do my job remotely.

Cons:

The learning curve was quite big, so it took some time and training to get acclimated to all the features I needed to know.