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Salesforce Service Cloud pros and cons

Vendor: Salesforce
4.2 out of 5
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Salesforce Service Cloud Pros review quotes

RK
May 28, 2024
There is an out-of-the-box feature for reporting and analytics
Richard Mottershead - PeerSpot reviewer
Apr 26, 2024
The instant input of feedback into the CRM systems by case management is one of the impactful features
ChanchalSaxena - PeerSpot reviewer
Oct 5, 2023
The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: June 2024.
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ChanchalSaxena - PeerSpot reviewer
Jan 3, 2024
The plug-ins that work with other standard systems have made the product industry-ready.
SaurabhSingh4 - PeerSpot reviewer
Sep 11, 2023
Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.
ML
Mar 14, 2024
The product's initial setup phase was straightforward.
VK
May 7, 2024
Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security.
Diganta Tah - PeerSpot reviewer
Apr 19, 2024
It is a stable product.
Sumit Dashora - PeerSpot reviewer
Apr 29, 2024
The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels.
Ajit Saikia - PeerSpot reviewer
Feb 23, 2024
The interface is quite user-friendly.
 

Salesforce Service Cloud Cons review quotes

RK
May 28, 2024
The governor limits are a troubling feature of Salesforce
Richard Mottershead - PeerSpot reviewer
Apr 26, 2024
There are some issues with backend connectivity in Salesforce Service Cloud.
ChanchalSaxena - PeerSpot reviewer
Oct 5, 2023
Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map.
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: June 2024.
789,728 professionals have used our research since 2012.
ChanchalSaxena - PeerSpot reviewer
Jan 3, 2024
The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.
SaurabhSingh4 - PeerSpot reviewer
Sep 11, 2023
One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.
ML
Mar 14, 2024
The product's high price is an area of concern where improvements are required.
VK
May 7, 2024
The solution’s user interface could be improved and enhanced.
Diganta Tah - PeerSpot reviewer
Apr 19, 2024
Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.
Sumit Dashora - PeerSpot reviewer
Apr 29, 2024
We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process.
Ajit Saikia - PeerSpot reviewer
Feb 23, 2024
The documentation could be improved.