Salesforce Service Cloud Reviews & Product Details

Lo que más me gusta es la centralización de los datos del cliente como el chat interno, comunicación directa con el cliente via chat, bases de conocimiento y que exista un levantamiento y seguimiento de casos.

El tiempo que se debe invertir en la formación de empleados, la gestión en relación a la proteciión de datos en Salesfroce, coste del sofware, cierta resistencia a su utilización y el proceso de adaptación al negocio que se trate.

Principalmente la atención al cliente. como los beneficia: - Ayuada a las empresas a mejorar sus servicios de atención al cliente con costes más reducidos. - Mayor satisfacción para sus clientes.

The beauty od Service Cloud is in the way how easy it is to build the solutions and implement system without coding knowledge. Administrator is able to create most of the designed solution alone without developer support.

The only issue would be that to create more complex solution it will be challenging to create those without coding experience. It could be improved by giving best practices for admins to handle some coding.

Service Cloud is supporting the whole variety of processes from Email-to-case, escalation and chat. It speed up are issue resolution time and made our agents more productive.

We have come to realize that the needs of our organization are complex and unique to our industry but Service Cloud is adaptable and can handle it all.

Easy customization makes ad hoc requests more tempting to fulfill but also results in mountains of tech debt that can be extremely hard to eliminate

Service Cloud allows us to meet our customers where they are while seamlessly capturing all of the important data that we need to understand their wants and needs

I have so much visibility and control over my agents productivity. Dashboards and reports help me lead by exception and help my end users develop personal goals and easily track them. Having this data supports effective decision making and roadmapping.

There is nothing that I dislike about it.

Reporting and dashboarding is helping me make business cases for investments with my c-suite. It's also help me identify team and personal trends to develop quarterly goals.

It provides use a flexible solution for multiple service teams.

It has a long learning curve to learn all the potential uses.

It would help if there was an embedded digital adoption feature.

Service cloud serves you the correct data and the correct time, allowing you to focus more on business

Service cloud is excellent, Customers have been very pleased with our improved response times

Customers can seamlessly create product and warranty cases

The service console and integration with Sales Cloud is crucial to our success

I am looking forward to better bot capabilities

One stop shop for our customer success

The way our team can work together to provide for our customers.

Sometimes hard for our team to learn or adopt.

It is allowing us to keep track of incoming cases and monitor support from various teams

1. Customer-Centric Approach: Salesforce Service Cloud helped us put our customers at the center of everything we do. Having a 360-degree view of each customer allowed us to provide personalized and efficient support. 2. Empowering Agents: It’s not just a tool; it’s an agent empowerment platform. My team embraced it because it simplified their tasks, allowing them to focus on meaningful customer interactions rather than drowning in paperwork. 3. Knowledge Base Magic: The knowledge base feature has been a savior. Not only does it assist our agents in finding solutions quickly, but it also empowers our customers to troubleshoot on their own. This self-service aspect has reduced our workload significantly. 4. Smooth Integration: We use various tools in our tech stack, and Salesforce Service Cloud seamlessly integrates with them all. It’s like the missing puzzle piece that completes the picture.

1. Initial Learning Curve: I won’t deny it - getting started was a bit overwhelming. However, once we invested in proper training and onboarding, the benefits quickly outweighed the initial challenges. 2. Cost Consideration: Salesforce Service Cloud is an investment, especially for smaller businesses. However, I can confidently say that it’s an investment in the future of your customer service excellence. 3. Customization Complexity: Customizing the platform to suit our unique needs took time and effort. It’s not a one-size-fits-all solution, but the flexibility is worth the effort.

As a member of our installation team, you’ve probably experienced the frustration of inefficient communication and coordination. Picture this: you’re on your way to a customer’s location for an installation, but you’re not entirely sure about the specific requirements. You call the office for details, but it takes time to find the right information. Meanwhile, the customer is waiting, and you’re feeling the pressure. This kind of scenario is all too common. Miscommunication happens, details get lost in the shuffle, and delays occur. It’s stressful for both you and the customer. Solution with Salesforce Service Cloud - Your Personal Efficiency Booster: Now, imagine a different scenario. You’re on your way to that same installation, but this time, you’ve got Salesforce Service Cloud at your fingertips. Before you even set foot at the customer’s location, you’ve accessed all the necessary information, including their preferences, previous interactions, and the specific installation details. No need for frantic calls back to the office. With Service Cloud, you can log updates and notes in real-time, ensuring everyone on the team is on the same page. Dispatching and scheduling are a breeze. You’re dispatched to jobs based on your availability and skills, minimizing delays and maximizing efficiency. Plus, your customers love it too. They receive automated updates about the installation process, giving them peace of mind and boosting their confidence in your service. What’s more, you can track your performance and identify areas for improvement through the reporting and analytics tools. It’s like having a personal assistant dedicated to making your work smoother.

Most helpful are capabilities like Case Management, the Knowledge Base, Automation and Workflow support on a very high level. The full Salesforce Integration is a great asset to be very efficient.

Nothing at all. The solution is very scalable and can support us from the initial starting point towards a large scale rollout. Not to change the environment is key.

The solution solves the management and organisation of our multiple service teams which are very distributed. Furthermore it is solving Service partner integration.