Salesforce.com Service Cloud


Salesforce.com Service Cloud - Logo

 

450 avis (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
Système(s) d'exploitation pris en charge :
Mac OS, Navigateur web (indépendant du système d’exploitation)

450 avis sur Salesforce.com Service Cloud

 

Alexis R. Secteur: Télécommunications Nombre d'employés:  501-1 000 employés Nombre d'employés:  501-1 000 employés

04/12/2019

04/12/2019

Provenance de l'avis : Capterra

Salesforce is Winning!

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Field Service Lighting is by far a great product! It keeps all my files separate and organized! I love it!

Avantages

I absolutely love Salesforce! Salesforce helps my work day go by with ease! It keeps me organized and on task! Plus I love how it keeps all my co-workers and I stay on the same page, with each case!

Inconvénients

Salesforce, sometimes when opening up a new case, can be slow. That is my only complaint. Salesforce is typically really great!

Romy A. Secteur: Recrutement Nombre d'employés:  1 001-5 000 employés Nombre d'employés:  1 001-5 000 employés

18/08/2018

18/08/2018

Provenance de l'avis : Capterra

SalesForce is the best web-based platform to do Sales, BD and Recruiting!

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SalesForce is a great tool that will help small to big companies in driving revenue, and helping each company drive results and performance to each client in their business development, recruiting and lead generation efforts in just a short span of time.

Avantages

We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Inconvénients

What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Utilisateur vérifié Secteur: Construction Nombre d'employés:  201-500 employés Nombre d'employés:  201-500 employés

31/07/2019

31/07/2019

Provenance de l'avis : Capterra

Great Field Service Product with a lot of depth

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We have a large field presence and FSL is vital to our business in scheduling and collecting info from the field

Avantages

I self-implemented so the ability to quickly extend the package with flows was great

Inconvénients

It took Salesforce awhile after acquisition to turn this into a real product, but it is rather impressive now

Patrick C. Secteur: Services financiers Nombre d'employés:  13-50 employés Nombre d'employés:  13-50 employés

04/05/2018

04/05/2018

Provenance de l'avis : Capterra

Salesforce makes it easy to maintain a large group of sales prospects and integrates with outlook

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I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.

Avantages

We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.

Inconvénients

I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.

Krishna kashyap Y. Secteur: Appareils médicaux Nombre d'employés:  10 001+ employés Nombre d'employés:  10 001+ employés

04/12/2019

04/12/2019

Provenance de l'avis : Capterra

Best cloud CRM tool in the marlet.

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Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.

Avantages

Service cloud helps us to automate the service process, streamline workflows and improve the sales rep experience. The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.

Inconvénients

There is a little bit of leanring curve involved in it but other than that this is great to have insights of customer and better deliver.