There are many things our team enjoys about Desk.com. We are a startup technology company working with hotels and airline loyalty programs based in Chicago and have a Customer Experience (CE) team of around eight folks. Anytime a guest emails in a question or issue, it is routed through Desk.com and we've found the platform critical for our CE model. We are able to route, group, label, and resolve cases with the multitude of options available to us in Desk.com. Specifically, we use the 'link case' and 'merge case' buttons frequently, because when our guests call in, we like to link their phone call to their reservation or other email cases. We are also able to prioritize cases using keywords and automatically populated labels so that when our team gets in every morning, we can see what issues may need to be dealt with in a time sensitive manner, rather than those that can be handled with in a timely fashion after emergency issues. We also enjoy the Grouping capability so that when certain labels are added to a case, only the manager working on that specific Group will be responsible for following up with the guest or partner, and there is no unnecessary overlap or loss of productivity. For us, productivity is key.
Specifically, I am responsible for data reporting for Desk.com to our Director of CE and Director of Operations. The New Business Insights tool allows for detailed, explanatory data that helps me translate the data of what our customers are calling about, e-mailing about, and how we are resolving issues in a useful, meaningful way to our team. Review collected by and hosted on G2.com.
Going forward, we hope to move over to the NextGen Agent but cannot do so until the Merge Case or Change Customer options are implemented. At our latest MeetUp, we were assured this was in the pipeline so we're looking forward to that!
Also, the intermittent slow-down periods throughout the work day decrease our level of productivity, though we enjoy the the timely updates at the top of the Agent throughout the day. Review collected by and hosted on G2.com.
Video Reviews
Customer Support over cloud
The text "Salesforce Review" is already in English. It refers to an evaluation or assessment of Salesforce, which is a customer relationship management (CRM) platform.
I've have two years of implementation experience with Service Cloud
5,616 out of 5,617 Total Reviews for Salesforce Service Cloud
Overall Review Sentiment for Salesforce Service Cloud
Log in to view review sentiment.
I genuinely think hands down the best feature and in Service is the many different uses for the Case object and the automations around case. With how extensible case is for almost any need especially within a service context I think it is far and away something that can be use in many different ways in the same Org and is flexible enough to do it well. Review collected by and hosted on G2.com.
I think the way that lightning knowledge was implemented is kind of confusing especially for new users and it could take another pass to make it easier to understand. Review collected by and hosted on G2.com.
Where being on the Salesforce platform allows you to centralize all of your customers' activities.The ability to provide personalized, AI-driven customer service across all channels to increase operational efficiency while deploying high quality services on a large scale. Review collected by and hosted on G2.com.
It's going to cost more, but if I can utilize that, I think I can give that back to you. Review collected by and hosted on G2.com.
Salesforce Service Cloud is a well known brand in the Software as a Service (SaaS) industry. Having a good reputation, our Quality Team is naturaly drawn to it for it's simplicity, ease of navigation, and general ease of use. The software experience within the platform is user friendly and there are new features in 2024 such as AI automation and AI bots, which are exciting for our end users. Review collected by and hosted on G2.com.
Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.
Salesforce Service Cloud excels in Omni-Channel routing, AI-powered automation, and seamless integrations with tools like Intercom and WhatsApp. Its case management, knowledge base, and real-time analytics enhance efficiency, while customization and scalability make it ideal for growing support teams. Review collected by and hosted on G2.com.
Salesforce Service Cloud is powerful but complex, requiring heavy setup and admin expertise. High costs, clunky UI, and performance issues can be drawbacks, and advanced automation often needs Flow or Apex. Review collected by and hosted on G2.com.
The company's use of the Service Cloud platform for customer service has been very positive. With an easy-to-use solution, users with little or no previous experience in CRM learned and became familiar with the system quickly, extracting and generating value. We realized that scalability is a strong point, starting the operation with a small team and managing to increase the number of users subsequently, without major difficulties.
The tool's rapid deployment also stands out as a strong point, allowing selected departments to migrate from an email-only service model to a case management solution. This change allowed the use of automated workflows (Flows), streamlining routine tasks (Approval Proccess and Case Routing) and increasing team efficiency. Review collected by and hosted on G2.com.
The large volume of options and functionalities could be seen as a point of concern and, in certain cases, an obstacle to the rapid adoption of the system. However, the available documentation and the help of Trailblazer allow us to easily overcome this challenge, maintaining an efficient learning curve. Review collected by and hosted on G2.com.
In my experience, Salesforce helps me maintain my students' portfolio into one big file. This, in turn, helps me manage data as I can see who is getting better or who needs help at a glance. It helps me maintain accurate student records for all my students. Review collected by and hosted on G2.com.
Salesforce tends to be severly lacking in its graphics and features. Sometimes, as I am using it, the server is unavailable and crashes. Also, it can be kind of tricky to add more students. It takes longer than I would like. Review collected by and hosted on G2.com.
We were able to use it to create what I'd characterize as a 'basic' ticket workflow in a few weeks using licensing we essentially already had. Support is responsive. Review collected by and hosted on G2.com.
Like most things trying to be all things to all people, it basically requires you to build everything yourself from whole cloth. You want to remind a client they have an open case every few days? Better be ready to work with modulos and possibly some code. Want a case to reopen when someone replies to it? That's going to be a multistep process to arrange. In many places, if you'd like an email letting you know a ticket has an update; that's going to be a template, an alert, and a flow at minimum; other ticketing systems that'd be a tick box 'notify agent on ticket update' sort of option. Review collected by and hosted on G2.com.
One of my main reasons to use salesforce is the ability to create my own reports from scratch or use an existing report and editing to fit my requirements exactly. It lets me creates conecctions between lenders, dealershis and customers, so when a case is created, I can see all the players involved at a glance! Review collected by and hosted on G2.com.
I have used salesforce in 2 separate companies, on my previous one, we used salesforce to authorise payments and refunds and when a user was not available, the escalation or redirection was clunky, it would not quite go to the right person or the right person would receive, but was not able to authorise. But, this was at the begining, so it might have been a permissions issue that got resolved later. Review collected by and hosted on G2.com.
Service Cloud by Salesforce comes with out of the box modules that majorly relate to your business process, bwyond this the each and flexibility that it provides for additing custom modules that are specific to your service process is amazing. It offers a complete package of database, workflows, analytics and other necessary features needed by any Service process automization. Review collected by and hosted on G2.com.
The Service clouds is so extensive in its features that you sometime tend to get lost from where to start, for this you need to have a proper strategy internally to define a roadmap that will provide you the necessary ROI in the shortest time. Review collected by and hosted on G2.com.
From a management standpoint, I sincerely like the fact that we can customize just about every aspect of the format of accounts and opportunities. Being able to take these custom fields and carve our reports specific to my needs has made my life much easier when it comes to understanding the effectiveness of our team.
Additionally, leveraging the extensive integrations into our other tools have made our salesforce instance usable daily and simplified our tools and training of the implementation across our team. If you ever run into an issue, the customer support is pretty top-notch as well. Review collected by and hosted on G2.com.
Pricing can get up there depending on the add-ons you opt to use, such as the AI functionality. The default formatting of the cases leaves much to be desired, but with some determination, this format can be configured as well. Review collected by and hosted on G2.com.
