Salesforce Service Cloud Reviews

Streamline Your Customer Service with Salesforce Service Cloud

Comments: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Pros:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Cons:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

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.

Complex customer support software

Comments: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros:

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons:

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

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.

The best cloud tool to manage customer inquiries

Comments: It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Pros:

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Cons:

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

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.

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 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.

Salesforce Service Review

Pros:

It's easy to track our prospects and patients and allows us to manage them more easily.

Cons:

nothing that we've encountered so far has been negative.

Easy, time-saver and intuitive

Pros:

Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.

Cons:

Nothing comes to my mind at the moment.

One of most popular help desk solutions is Desk.com

Pros:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

Comments: I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Pros:

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Cons:

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Exceptional customer engagement tool

Comments: It is a very unique cloud-based help desk tool which is different from many other traditional softwares. We have been working on this platform for more than 2 years now and we have been able to complete our assigned tasks on-time with the help of advanced features of this tool. You can validate customer details and generate business reports as well through this cloud-based software. Overall, it is a very nice application and I recommend it to every organisation.

Pros:

This tool has multiple helpful features to connect with your clients remotely. It has got the best ticketing management system. The live chat features provided by Salesforce are super awesome and put your work at ease. The best thing about the live chat is you can see what the client is typing on their device so that you can be prepared for their question well in advance. Apart from that, you can also set automatic replies for faster resolution on the live chat. Customer Engagement becomes effortless with the help of technical features provided by this platform.

Cons:

Sometimes, it becomes too slow and we face performance issues. I think they can make this software even more faster and responsive. Apart from that, the chat panel becomes slow when there are more than 3 active chats.

Salesforce Service Cloud

Comments: It has improved our business in multiple ways.

Pros:

It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.

Cons:

The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.

Great for customer relation management

Comments: We run a survey a few months after switching to Salesforce Service Cloud and our clients are more satisfied with our response rate

Pros:

Before we switched to Salesforce Service Cloud, our clients used to complain all the time about slow response to issues but now there is no lag since we can manage and track the issues from start to finish

Cons:

The software itself is great for large businesses but a bit too complicated to use

optimizes customer services

Pros:

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

Cons:

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

Salesforce Service Cloud Review

Pros:

Pros:Comprehensive platform: Salesforce Service Cloud provides a comprehensive platform that includes features such as case management, call center management, self-service portals, and social media integration, making it a one-stop-shop for customer service needs.Customizable: Salesforce Service Cloud is highly customizable, and businesses can tailor it to their specific needs and workflows.Integration with other Salesforce products: Salesforce Service Cloud integrates seamlessly with other Salesforce products, such as Sales Cloud, Marketing Cloud, and Commerce Cloud, making it easy for businesses to have a single view of their customers.Mobile compatibility: Salesforce Service Cloud is mobile-compatible, allowing businesses to provide customer service and support on-the-go.Analytics and reporting: Salesforce Service Cloud includes powerful analytics and reporting capabilities, which help businesses gain insights into their customer service performance and identify areas for improvement.

Cons:

Cons:Cost: Salesforce Service Cloud can be expensive, especially for small businesses or startups that are on a tight budget.Steep learning curve: Salesforce Service Cloud has a steep learning curve, and businesses may need to invest in training and support to get the most out of the platform.Complex setup: Setting up Salesforce Service Cloud can be complex, and businesses may need to hire a consultant or specialist to help them with the implementation.Limited customization without coding: Some customization options require coding, which may be a challenge for non-technical users.Dependence on internet connection: Salesforce Service Cloud is a cloud-based platform, which means that users need an internet connection to access it. This can be a disadvantage in areas with poor internet connectivity.

Customer Support Tool

Pros:

Salesforce is very expansive and can be a powerful tool if it is setup correctly. The resources required (time and money) for the investment of this is....steep.

Cons:

The same thing I like the most is the same thing I like the least. Salesforce is very expansive. It makes finding and understanding buttons complex, and making changes are complex. With the custom interface I have to use on a daily basis, I find many redundancies. There are typically 2-4 ways to do the same function on the view I'm looking at for Customer Support to assist with customer cases. The UX/UI looks outdated, and the setup is not intuitive. For example, email threads are hard to read and comments from associates on the emails get buried and are not easily viewable. For my line of work, this makes it difficult as I need to often read an entire flow of a conversation with a customer and then read critical notes an associate has left for me. Reporting on metrics (tickets resolved, etc) has also been a bear to learn and difficult to even find in how to set up.

Innovative tool to grow your business

Comments: I love working with Salesforce. I bet my team and business partners like it too. Its revolutionary and I would recommend it.

Pros:

Unlike other similar platforms, Salesforce makes customization easy and painless. With Salesforce, I can bring my business wherever I go because it’s could-based. Our employees and business partners can also access it from anywhere around the world and contribute to the business’s overall productivity. Also, it doesn’t matter which browser you and your team use, the CRM will run smoothly. The software also makes it for users to use chatter and other social media functions, which make it easy for businesses to take advantage of social networking. The platform also has features that help us keep tabs on our purchase funnel. The platform also gives us a clear multidimensional picture of our progress.

Cons:

This platform can be overwhelming for Small businesses that have dedicated marketing or sales team. It’s also very difficult to get in touch with customer care. I guess they are only available during the working hrs and you might be stuck for a while if you encounter a major problem using this tool.

Service Cloud - easy way to communicate with end users and manage Your environment!

Comments: I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job!

Pros:

I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks.

Cons:

I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining.

Salesforce Review

Comments: Massively helped our sales team with accurate forecasting and reporting. The quoting engine is amazing, and you can easily build api's to connect salesforce to your other systems.

Pros:

-Very easily customizable even for people who don't know to code. However if you are able to code using apex (Salesforce's OOP), then you can virtually do anything. -The whole user interface was revamped by the new lightining version, very easy to use and excellent reporting and dashboard. -The 3 releases in the year have massive improvements each time -Massive online community, any question or issues you have would have already been posted and solved on the internet. Just do a simple google search.

Cons:

- Not easy to transition end users who are already on classic version to lightning

The most sophisticated CRM out there

Pros:

Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.

Cons:

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.

The best CRM on the market for a reason

Comments: very good, aside from using it for day to day use I am able and proficient at building reports and adding a layer of analytics to my day to day work flow.

Pros:

Really more than anything it is the flexibility. I've used Salesforce at different companies and each instance was configured uniquely and had functionality that was needed by the sales organization of that company. There are so many good tools that can be easily plugged into the solution from dialers to direct mail fulfillment services.

Cons:

If anything, it can be overwhelming. The individual records can be deluged with unneeded sections and fields. Being used to salesforce, i know where to go and how to use it but if I was new to the solution this can be overwhelming.

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

Best CRM option available

Comments: As a developer during my last three years I have worked in two different companies and they both were using salesforce and I have learnt a lot and its been great experience.

Pros:

As a developer I love how flexible the system is we can customize it to a great level according to our needs. Not so many of bugs in the system it's stable and very mature Our sales team is very happy to manage sales and get insights of data They are changing to new layout which is advance look and feel and looks great

Cons:

One can take a bit more time to learn salesforce because the system is too big and its not easy to keep track of things Its expensive but considering the features it provides a I think price is fine