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I enjoy using Salesforce Service Cloud
What do you like best about the product?
The reporting features helps me see where my tech tickets are in a queue.
What do you dislike about the product?
There is really nothing that I dislike..
What problems is the product solving and how is that benefiting you?
Increased efficiency in organizing and solving tech tickets in a timely and trackable manner.
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Helped consolidate & simplify our Service CSR's page layouts & make them faster and more efficient.
What do you like best about the product?
It really cleaned up the number of tabs our CSR's had to have open at one time, giving them access to everything they needed on one screen.
What do you dislike about the product?
If tabs aren't made available in the Service Cloud, it can be a little tedious to navigate to them.
What problems is the product solving and how is that benefiting you?
As we hire new CSR's, it's quicker to get them up to speed now that everything is in one place.
We love Service Cloud and use it to handle all cases from clients.
What do you like best about the product?
The Service Console makes it simple to have everything we need to support our clients from a single screen. We have implemented Knowledge (help articles) as well and these two modules work well together.
What do you dislike about the product?
Duplicating Cases. We use the feature that auto-creates cases from email. I find that these emails are duplicated on occasion. Not a significant issue but a minor nuisance.
What problems is the product solving and how is that benefiting you?
Scalability for client support.
Centralised knowledge center database.
Centralised knowledge center database.
Service Cloud Review
What do you like best about the product?
As a sales person, I like being able to see both the Chatter threads as well as the email communication that the support staff are sending to the client. The visibility is crucial to being able to use that client as a reference or sell them additional tools.
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
The Community has also helped us move those people who are self-starters but social away from relying on our staff and towards each other!
What do you dislike about the product?
We are still on Classic- I am looking forward to moving to Lightning!
What problems is the product solving and how is that benefiting you?
Faster resolution to cases and better collaboration among staff.
Solid but requires proper implementation and thinking
What do you like best about the product?
Once you have it configured there's a huge amount of flexibility to what you can achieve with it. Along with the appexchange which makes it very extendable
What do you dislike about the product?
It can be implemented really badly, Salesforce try to say you don't need a technical person to set up their products or you can learn it. Its true to a point, you can get a basic setup up and running very quickly but to do anything advanced you need to know the right things to implement.
What problems is the product solving and how is that benefiting you?
Automation of a lot of processes through a single support department. We segregate data/case types into queues and assign them out from there allowing us to prioritise different queues.
Recommendations to others considering the product:
Do salesforce training and trailheads more than once if you need to. Make sure you know your goals and know what you want to report on.
Saves our business time and money
What do you like best about the product?
The Service Cloud allows us to mange our day to day Support operations with clarity and ease. The interface is smooth and easy to navigate.
What do you dislike about the product?
The reference number attached to each Case can be cumbersome and when two companies using the Email to Case functionality email each other a new Case is created each time.
What problems is the product solving and how is that benefiting you?
Customer Relationship Management
Case Management
Case Management
Enables customer support teams to quickly prioritize, collaborate on, and resolve in our company
What do you like best about the product?
Best feature of service cloud is console.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
Automated assignment and escalation rules.
Integrates with sales cloud giving 360 degree view of customer.
Integration with phone and voip system for customer Support.
What do you dislike about the product?
We have not come across any feature or capability which has caused problems for us. So, its good so far.
What problems is the product solving and how is that benefiting you?
Issue Management
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Phone/VOIP Integration
Workflow Automation
Reporting & Dashboards
Mobile: Log calls, respond to issues, review reports and collaborate using Chatter
Salesforce Service Cloud Meets All Needs
What do you like best about the product?
Salesforce Service Cloud's main benefit is the case creation structure.
What do you dislike about the product?
Sometimes support can be underwhelming and takes awhile to hear back.
What problems is the product solving and how is that benefiting you?
We had a disconnect with our support, sales, and finance teams. Having every part of our business live in Salesforce helped solve that.
Recommendations to others considering the product:
Make sure that you take time on implementation. It is worth the effort upfront in the long run.
Admin of Service Cloud
What do you like best about the product?
very easy to customize, can assign cases to groups or individuals, ability to assign SLA's and escalation rules.
What do you dislike about the product?
Reporting can be an issue since objects relationships only look up and not down as well. Can end up with a lot of record data
What problems is the product solving and how is that benefiting you?
We are looking to better serve are customers and have a record of that interaction. Also have used internally as a service desk- downside is then you need more salesforce licenses. Has worked to organize work instead of random slack messages
Recommendations to others considering the product:
A service consule where you can see multiple objects at once would be awesome
4-years of SSC use and going strong!
What do you like best about the product?
On a typical day, I'm in and out of anywhere from 20 to 40 customer accounts for a wide scope of activities. The versatility and flexibility that the SSC environment provides permits me to utilize expedited workflows and saves me a great deal of time.
What do you dislike about the product?
I know that, with the right training, I could be using Salesforce much more effectively. Our company does not have a certified Salesforce staffer, so we all have to self-teach for most things since your pricing for live training is way beyond our budget.
What problems is the product solving and how is that benefiting you?
We're communicating more effectively with our channel partners and our customers. The documentation records entered into SF make it much easier to pick up the ball and run if someone on the team happens to be out of the office and a customer contacts us. Salesforce has also allowed us to vastly improve our A/R workflows and our orders desk is much happier than they used to be!
Recommendations to others considering the product:
For users who need to access a wide spectrum of information from their CRM, I would definitely recommend considering the SSC solution. It saves time and reduces clicks.
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