Salesforce.com Service Cloud


Salesforce.com Service Cloud Logo

 

507 Bewertungen (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
Unterstützte Betriebssysteme:
Mac OS, Webbrowser (OS-agnostisch)

507 Bewertungen über Salesforce.com Service Cloud

 

Jordan C. Branche: Informationstechnologie & -dienste Anzahl der Mitarbeiter:  501-1.000 Mitarbeiter Mitarbeiteranzahl:  501-1.000 Mitarbeiter

8.8.2019

8.8.2019

Quelle der Bewertung: Capterra

Awesome Ticketing System

Übersetzen auf: Deutsch
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Users are really more productive than previous tool

Vorteile

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Nachteile

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Jennifer B. Branche: Finanzdienstleistungen Anzahl der Mitarbeiter:  11-50 Mitarbeiter Mitarbeiteranzahl:  11-50 Mitarbeiter

6.11.2019

6.11.2019

Quelle der Bewertung: Capterra

Everything I need on one page

Übersetzen auf: Deutsch
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I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Vorteile

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Nachteile

It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

Elliott S. Branche: Computer-Software Anzahl der Mitarbeiter:  2-10 Mitarbeiter Mitarbeiteranzahl:  2-10 Mitarbeiter

30.8.2018

30.8.2018

Quelle der Bewertung

Easy to use lacking features

Übersetzen auf: Deutsch
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we are making the switch over to zen desk. as alot of the features are built right into there base setup. we are hoping it will streamline our return process immensley. raising up production

Vorteile

easy to use
different modes
phone logs so that you can manually log phone calls
marcos for easy emails transactions

Nachteile

no intergration options unless you are in the pro plan
tech support is lacking support
this cost more than most softwares premium plan even after you have been with them over 2 years

Justin G. Branche: Bankwesen Anzahl der Mitarbeiter:  10.000+ Mitarbeiter Mitarbeiteranzahl:  10.000+ Mitarbeiter

23.9.2020

23.9.2020

Quelle der Bewertung: Capterra

Great product for servicing customers

Übersetzen auf: Deutsch
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Vorteile

I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Nachteile

The learning curve, but this is why they offer trainings/certifications.

Patrick C. Branche: Finanzdienstleistungen Anzahl der Mitarbeiter:  11-50 Mitarbeiter Mitarbeiteranzahl:  11-50 Mitarbeiter

4.5.2018

4.5.2018

Quelle der Bewertung: Capterra

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

Übersetzen auf: Deutsch
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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.

Vorteile

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**.

Nachteile

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.