Salesforce Service Cloud

Avantages

es un programa muy completo, con herramientas que toda compañia necesita.

Inconvénients

se puede tornar lento pero esto depende del dispositivo donde este instalado.

Avantages

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.

Inconvénients

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.

Avantages

Ha ottimi strumenti di analisi prestazionali del servizio clienti.Inoltre da in dotazione risorse ed articoli utili per il personale di supporto e i clienti.Facilmente integrabile con altri prodotti Salesforce e anche applicazioni di terze parti, con relativa possibilità di automazione.Gestione clienti che aiuta ad assegnare e monitorare i casi che si andranno a verificare, e con questa catalogazione si aiuta a individuare e risolvere i problemi nel minor tempo possibile.Buona personalizzazione e ha la capacità di gestire le interazioni su diversi tipi di canali in modo da tenere tutto sotto controllo.

Inconvénients

La prima pecca che devo constatare è il costo, se si è una piccola realtà.Le personalizzazioni si pagano, e non poco.Cosi come gli abbonamenti.Configurazione iniziale ed adattabilità un po' macchinosa.

Avantages

I liked the fact that you could use it with other software so you don't have to put the same data in to multiple software one by one that feature was really time effective

Inconvénients

Well sometimes I had to refresh to ensure the data that I had had in the other system shows up I think its kinda good tho because if the data is incorrect or you made a mistake you'd see it by how its reflecting in salesforce

Avantages

I like that Salesforce is innovative with their products and how they are used.

Inconvénients

I find that some things are a bit mundane.

Avantages

Encontré todo lo que estaba necesitando en un espacio integrado

Inconvénients

Tal vez la capacitación inicial para acostumbrarse a la herramienta

Avantages

I love that it is user friendly and easy to learn.

Inconvénients

Nothing it works well for what we needed it for.

Avantages

I really like the layout of Salesforce service cloud. We used this alongside servicemax. The system works well.. perfect for quick allocation of work orders to engineers based around the country. They were able to access quickly with signal via mobile on site.

Inconvénients

A few connectivity issues caused some problems when completing jobs on site, but did not occur that often.

Avantages

Herramienta de fácil utilización e integraciónEstablece KPIs sobre la satisfacción del clienteAmplía los canales digitales

Inconvénients

Por el momento no tengo comentarios desfavorales

Avantages

Produto fácil de manusear.Ótimo para organização para rotina de trabalho.

Inconvénients

Poderia integrar com outros tipos de software dos computadores.

Avantages

One aspect I liked most about Salesforce Service Cloud was its comprehensive and centralized view of customer data, enabling efficient case management and personalized customer interactions. The platform's robust automation and AI-powered features, such as chatbots and knowledge base, greatly enhanced our customer service operations.

Inconvénients

One drawback I experienced with Salesforce Service Cloud was the complexity of the platform, requiring extensive configuration and customization to fully meet our specific business needs. Additionally, the licensing costs associated with certain advanced features and user licenses could be a barrier for smaller organizations.

Avantages

Gestión de contactos, Automatización de procesos, escalabilidad

Inconvénients

Costoso, curva de aprendizaje amplia, interfaz compleja

Avantages

Me gusto que gracias a su automatizacion genera que el tranajo sea mas fluido, es una herramienta que a simple vista es amigable con el usuario.

Inconvénients

el unico error que encontre es que cuando se generan casos duplicados los fusiona.

Avantages

It helps with case management, omnichannel support, knowledge base, automation, analytics, and seamless integration capabilities for exceptional customer service all in one platform

Inconvénients

One potential drawback of Salesforce Service Cloud is its relatively high cost, which may be a deterrent for smaller businesses with limited budgets

Avantages

The service cloud + CRM in Salesforce is a great combo to know everything you need to know about a client before contacting them!

Inconvénients

Even if you are using the CRM, the experience for the client is not great. It's almost like you need to know how to use Salesforce before you can use their service cloud, and most of our clients have never even heard of Salesforce, wildly enough.

Avantages

Permite tener en un mismo sistema el registro de los diferentes clientes para su fácil acceso

Inconvénients

Que no es tan intuitivo su uso como otras herramientas

Avantages

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.

Inconvénients

Nothing comes to my mind at the moment.

Avantages

Easy to use, manageable, makes you see every detail to use it in order to assist our customers.

Inconvénients

It needs to be developed more, more options, and get updated all the time.

Avantages

This program helps in keeping all the information needed for sales

Inconvénients

It needs to be updated on a daily basis

Avantages

its good for start up and small business ceos who need a little more info

Inconvénients

Its only good for startup companies in my humble opinion

Avantages

Mi è capitato di usare Salesforce per la gestione dei clienti e tutto sommato lo consiglierei

Inconvénients

Non ci sono aspetti da segnalare, forse l'unico è il costo del servizio

Avantages

Didn't really get a chance to use it. Once we purchased the tech, we ran into some issues and the support and IT teams seemed to abandon us.

Inconvénients

Ran into some early operational issues, which I assume are easily remedied, but we never got the chance because the support team seemed to not want to help at all so we backed out of our purchase of this product.

Avantages

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

Inconvénients

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

Avantages

Being able to house multiple platforms for data management, customer communication, and performance metrics made it easy for me to do my job remotely.

Inconvénients

The learning curve was quite big, so it took some time and training to get acclimated to all the features I needed to know.

Avantages

I like that I can log in from anywhere and have access to all my work. There is also room for a ton of automation within the SalesForce platform.

Inconvénients

I've run into a number of bugs within Sales Force. Getting these bugs fixed has been a long process.

Avantages

It has many multiple functionalities and it can be linked to pretty much any other software/platform out there.

Inconvénients

It is incredibly complicated to learn to use it, it took me about a month to feel confident navigating it, it is huge!

Avantages

事細かく管理することができスマートでわかりやすい操作が出来る。

Inconvénients

マイナス点はほとんどなく、日本企業でも取扱しやすい製品である。

Avantages

simple to use , no crashes and amazing animations

Inconvénients

there is a very annoying updates day by day

Avantages

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

Inconvénients

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

Alternatives envisagées 

Dynamics 365 et Zoho Desk

Logiciel antérieur 

Freshdesk

Pourquoi passer à Salesforce Service Cloud

I wanted customer service software that was both intuitive and customizable. Salesforce Service Cloud fit the bill perfectly. Its reporting tools and integration with other Salesforce products made it a no-brainer for me. While the cost can be a factor for some, the benefits and ROI made it well worth the investment. Additionally, the top-notch customer support has been invaluable in helping me navigate any issues or questions I may have had. Overall, I highly recommend Salesforce Service Cloud for businesses looking to streamline its customer service and improve efficiency.

Avantages

Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere

Inconvénients

Customisation of view is difficult at times and limited options available

Avantages

Highly recommend it for a mid sized to large sized organizations.

Inconvénients

User training and custom configuration does take some time.

Avantages

Remote desktop management is amazing works smoothly for helping sort out issues.

Inconvénients

There needs to be better customer support for calls.

Avantages

the layout is key when using this platform. very easy to navigate through the tabs. great for storing business details

Inconvénients

after using this platform for the past 2 years i can honestly say there is not a single function i could criticise

Avantages

Muy contenta con las posibilidades que ofrece y la facilidad que presenta para poder acceder a todos los apartados de forma rápida.

Inconvénients

No he tenido ninguna mala experiencia para que pueda tener una mala opinión sobre ella, ya que las pequeñas incidencias que haya podido tener se han resuelto a la mayor brevedad posible.

Avantages

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

Inconvénients

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

Avantages

Es una buena herramienta para poder solucionar distintos escenarios de manejo de datos en la nube, puede servir para multiples servicios y conectarlos entre ellos. La flexibilidad es su punto más fuerte, el servicio en general también es excelente.

Inconvénients

Creo que el punto en contra es que tiene una curva de aprendizaje pronunciada, y formar al equipo para que la utilice es un punto complicado.

Avantages

A ferramenta ajudou a elevar o patamar do atendimento, uma aplicação dinâmica, com compilação de dados importantes para oferecer um melhor atendimento

Inconvénients

Apenas na configuração de estruturação de árvore de assuntos do atendimento que tem certa complexidade na união dos objetos.

Avantages

All the tools you need—case management, live chat, and knowledge management—are neatly integrated and simple to use in one platform to handle client interactions and support enquiries. There is a wide variety of configuration choices that may be made to improve efficiency and productivity in the workplace. Also, having access to comprehensive information and dashboards is crucial for spotting patterns.

Inconvénients

It's a complex program with a lot to learn before you can use it effectively. There are some ways in which Salesforce Service Cloud can be tailored to match their unique requirements, but this is not to the extent that they would like.

Avantages

This software is extremely impactful when you are a small business and wanted to connect with new clients that come across your website and fill out the contact form or that just want more information. this software alerts you immediately which allows you to catch the new client at peak interest. it also lets you track what stage of communication you are in and is easy for marketing to send out these potential advertisements to the right people.

Inconvénients

there is a lot going on when you first get the hang of it but once you start investigating the software a little more its easy to get in the groove of things.

Avantages

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.

Inconvénients

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.

Avantages

I love the live chat function because we get to speak to our valued customer's and resolve their customers in real time, this also helps to reduce the email contact.

Inconvénients

I wish I could be able to see if someone opened a case before I accessed it, this would help me know as pa QA whether some of my agents are avoiding certain cases or not.

Avantages

Easy to integrate in our existing enterprise systems. Easy to access the tool when we are on the road meeting customers. Easy to update information for other teams in the company and provides an easy communication access.

Inconvénients

Cost! It is the most expensive CRM tool on the market. It does have excellent features and it is worth the money but I feel it is not used widely in the market due to it's expensive price tag. I had to train 3 people recently on my team to use this software as they were using different CRM tool at their previous employer.

Avantages

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

Inconvénients

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Avantages

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

Inconvénients

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

Avantages

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.

Inconvénients

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

Avantages

I love the multitude of features I am able to use within the service cloud. The ease of resolving customer issues helps a lot and saves time. I definitely recommend it for any organization.

Inconvénients

Sometimes it was slow and heavily reliant upon networks. Although it is cloud based, I needed a high speed connection for it to operate.

Avantages

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

Inconvénients

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.

Avantages

I have been using this for more than 2 years and it has been great platform especially for customer service. You can incorporate different tools into it which makes it cool!

Inconvénients

Sometimes it takes time for it to load, needs to be refreshed.

Avantages

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

Inconvénients

The initial setup is a bit complex and takes time.

Avantages

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.

Inconvénients

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.