Salesforce Service Cloud

Avantages

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

Inconvénients

The system is not responsive on mobile devices.

Avantages

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

Inconvénients

I do wish it was just a little bit cheaper.

Avantages

User-friendly options, it has everything that a customer ticketing system software needs.

Inconvénients

There is nothing in particular that I did not like about it.

Avantages

It has a great user interface. It is very intuitive and easy to learn.

Inconvénients

I felt a little limited when using the app

Avantages

It has all the traits for a good product, Call routing, Case Management, Knowledge Management, etc

Inconvénients

There is nothing to like about least. Everything is top notch as long as you aware about the product's capabilities.

Avantages

it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.

Inconvénients

difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.

Inconvénients

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.

Avantages

Salesforce is extremely easy to navigate - specifically when using Social Studio for social media scheduling and analytics.

Inconvénients

I am not a fan about how much you have to change your password. It is nice knowing there are lots of safety options regards to security.

Avantages

I like that it accomplishes all my company security requirement.

Inconvénients

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

Avantages

Ofrece muchas soluciones cloud dentro el mismo servicio, desde gestionar ventas, helpdesk, proyectos...es muy potente y personalizable.

Inconvénients

Es un producto demasiado complejo debido a su gran potencial y no es facil su gestión o mejor dicho exprimir todos los recursos que ofrece.

Alternatives envisagées 

Pourquoi choisir Salesforce Service Cloud 

Logiciel antérieur 

Pourquoi passer à Salesforce Service Cloud

Avantages

Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.

Inconvénients

The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.

Avantages

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.

Inconvénients

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.

Avantages

Perfect for field workers to put in work orders

Inconvénients

the small things not having an asterisk to complete and move on to next screen before submitting

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

It incorporates all the data and information needed to manage cases and clients.

Inconvénients

I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.

Avantages

Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service

Inconvénients

Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.

Avantages

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

Inconvénients

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it

Avantages

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

Inconvénients

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

Avantages

Ottima la gestione dei contatti e degli account collegati

Inconvénients

Alcune cose da migliorare ci sono sempre

Avantages

Lots of features and options to fully customize your work to how you like.

Inconvénients

Learning the interface and where and how to do things was challenging at first.

Avantages

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.

Inconvénients

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.

Avantages

I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.

Inconvénients

It’s not intuitive at all. Training is necessary.

Avantages

This software is user friendly, and also not lagging.

Inconvénients

So far there is nothing I could think of.

Avantages

Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.

Inconvénients

Nothing. It's one of the most error free/bug free applications I have ever used,

Avantages

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

Inconvénients

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

Avantages

Customization: Highly customizable to fit specific business needs.
Integration: Integrates with over 1,000 other platforms1.
Lead Management: Excellent lead management and scoring features1.
Reporting: Powerful and comprehensive reporting tools2.
User-Friendly: Easy to set up and use

Inconvénients

Cost: More expensive than some competitors1.
Complexity: Can be complicated to set up and maintain.

Avantages

We can easily manage all the service data thanks to this tool.

Inconvénients

It does not support small sized services, which is not great for our operation.

Avantages

Quick response from a representative and problem resolution.

Inconvénients

Salesforce itself just has a lot to it and can be hard to navigate for new users

Avantages

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

Inconvénients

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.

Avantages

It’s great software to track sales due to its interfaces with other softwares and very customizable

Inconvénients

It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients

Avantages

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.

Inconvénients

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.

Avantages

the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.

Inconvénients

no cons at this time, we enjoy using Service Cloud and it's crucial to our business.

Avantages

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.

Inconvénients

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.

Avantages

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

Inconvénients

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

Avantages

Praticidade, facilidade no acesso, armazenamento.

Inconvénients

Call center, agilidade na informação, rapidez

Avantages

It is a really good tool with customers. Very easy to navigate

Inconvénients

There is nothing to not like about salesforce it is there to help

Avantages

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

Inconvénients

Very difficult to move away. Cost is high.

Avantages

The easy access and navigation , being able to use different tabs to navigate different accounts or info need it .

Inconvénients

Some of the tabs or functions need a bit of more work .

Avantages

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

Inconvénients

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

Avantages

Salesforce has dome of the greatest admin tool. it is also a good import tool of documents and procedures that are needed for everyday resources and procedures.

Inconvénients

you cannot use Salesforce on the mobile app to merge duplicate documents. This would be great as an on-the-go task. Convenience is a great thing when it is at your fingertips! Other than that, I can't think of anything at the moment, but with all implements, there is always room for improvement!

Avantages

La gestión de centros de atención telefónica es excelente. Me permite organizar de manera eficiente las interacciones con los clientes, asignar casos a los agentes adecuados y brindar un servicio rápido y de calidad.

Inconvénients

La configuración inicial puede ser compleja y llevar tiempo.

Avantages

Easy to track communications with customers and sync it with the company org for full visibility into the customer's account

Inconvénients

I haven't use it to its full capabilities to understand what could work better

Avantages

I was able to do all of my training through this platform with ease.

Inconvénients

I didn’t have a lot of cons because I’ve used it over a number of years with no issues.

Avantages

Salesforce Service Cloud is by far the most customizable solution I have tried.

Inconvénients

It takes a lot longer to configure/set-up because it is so customizable and it's expensive, but ultimately it's worth it being able to do whatever we want to leverage best-in-class partners.

Avantages

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.

Inconvénients

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

Avantages

Para mí, el aspecto más atractivo de Salesforce Service Cloud es su facilidad de uso. Después de sólo unos minutos de capacitación y algunos consejos , no necesitará ayuda para administrar su entorno de Salesforce. Si no tienes el tiempo o el deseo de aprender a escribir código difícil, esta herramienta te ayudará a alcanzar tu objetivo con solo unos pocos clics.

Inconvénients

Sales y Service Cloud pueden ser costosos , pero puedes ahorrar dinero comprándolos juntos. Aprender a conducir es difícil sin un antiguo colega como mentor.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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