Salesforce.com Service Cloud


Logo di Salesforce.com Service Cloud

 

507 recensioni (4,5/5)
 
Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize the agent efforts, allowing them to handle customers' requests and manage cases. Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience. The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
 

Salesforce.com Service Cloud - Service communities
 
  • Salesforce.com Service Cloud - Service communities
    Service communities
  • Salesforce.com Service Cloud - Service console
    Service console
  • Salesforce.com Service Cloud - Service knowledge
    Service knowledge
  • Salesforce.com Service Cloud - Service social service
    Service social service
  • Salesforce.com Service Cloud - Service agent collaboration
    Service agent collaboration
  • Salesforce.com Service Cloud - Service cloud mobile app
    Service cloud mobile app
Sistemi operativi supportati:
Mac OS, Browser web (indipendente dal sistema operativo)

507 recensioni su Salesforce.com Service Cloud

 

Jordan C. Specializzazione: Servizi e tecnologie dell'informazione Numero di dipendenti:  501-1.000 dipendenti Numero di dipendenti:  501-1.000 dipendenti

8/8/2019

8/8/2019

Fonte della recensione: Capterra

Awesome Ticketing System

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Users are really more productive than previous tool

Vantaggi

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Inconvenienti

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Jennifer B. Specializzazione: Servizi finanziari Numero di dipendenti:  11-50 dipendenti Numero di dipendenti:  11-50 dipendenti

6/11/2019

6/11/2019

Fonte della recensione: Capterra

Everything I need on one page

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I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Vantaggi

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Inconvenienti

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Utente Verificato Specializzazione: Servizi bancari Numero di dipendenti:  10.000+ dipendenti Numero di dipendenti:  10.000+ dipendenti

27/11/2020

27/11/2020

Fonte della recensione: GetApp

Outstanding Customer Service Platform

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Excellent tool ,easy to configure and setup with minimal code.

Vantaggi

Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.

Inconvenienti

Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

Govindraj S. Specializzazione: Industria alberghiera Numero di dipendenti:  11-50 dipendenti Numero di dipendenti:  11-50 dipendenti

10/11/2020

10/11/2020

Fonte della recensione: Capterra

Complex customer support software

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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.

Vantaggi

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

Inconvenienti

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.

Justin G. Specializzazione: Servizi bancari Numero di dipendenti:  10.000+ dipendenti Numero di dipendenti:  10.000+ dipendenti

23/9/2020

23/9/2020

Fonte della recensione: Capterra

Great product for servicing customers

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Vantaggi

I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Inconvenienti

The learning curve, but this is why they offer trainings/certifications.