Salesforce Service Cloud Erfahrungen

Über Salesforce Service Cloud

Service Cloud 360 ist eine führende Kundenservice-Plattform, die es Unternehmen ermöglicht, eine nahtlose Interaktion über die gesamte Kundenbeziehung hinweg zu fördern.

Erfahre mehr über Salesforce Service Cloud

Vorteile:

Salesforce is a powerful swiss army knife, with plenty of features and capabilities to cover a multitude of use cases.

Nachteile:

Sometimes is a little bit confusing on the new front end.

Bewertungen zu Salesforce Service Cloud

Durchschnittliche Bewertung

Benutzerfreundlichkeit
4.0
Kundenservice
4.2
Funktionen
4.4
Preis-Leistungs-Verhältnis
4.1

Weiterempfehlungsquote

8.1/10

Salesforce Service Cloud hat eine Gesamtbewertung von 4.4 von 5 Sternen basierend auf 644 Nutzerbewertungen auf Capterra.

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Nutzerbewertungen filtern (644)

Narendhar
Narendhar
Software Developer
Verifizierter Nutzer auf LinkedIn
Bankwesen, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Outstanding Customer Service Platform

5.0 vor 2 Jahren
Untertitel auf Deutsch sind im Videoplayer verfügbar
Silas
Silas
Ceo in Brasilien
Verifizierter Nutzer auf LinkedIn
Computer-Software, 2-10 Mitarbeiter
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung

Efficient call center

5.0 vor 2 Monaten

Vorteile:

We reduce costs and increase efficiency with Service Cloud with powerful automations.

Nachteile:

A bit expensive. There are cheaper options on the market, but still worth all its value.

Jordan
Customer Relations Manager in USA
Medizinische Geräte, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Salesforce Service Cloud Review

5.0 vor 4 Wochen Neu

Kommentare: Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request.

Vorteile:

This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information.

Nachteile:

Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs.

Phil
Photographer in USA
Fotografie, 2-10 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Slow loading

2.0 vor 3 Wochen Neu

Vorteile:

Software is great for running reports and metrics .

Nachteile:

The software is slow to load and the learning curve is steep.

Richard
CEO in UK
Architektur & Planung, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Timeless Timesaving

5.0 vor 4 Monaten

Kommentare: Generally very positive. It's expansive and customisable so with some planning and time you can get it to do just about anything.

Vorteile:

To be able to create your own fields, tables, and custom code calculations is a wonderful boon. It means your wish list can actually be catered for, and better you can keep adding or taking away as your systems develop and refine over time.

Nachteile:

It can get quite complex to integrate multiple third-party systems, but when it's done, and there is support, you have a fully integrated system that provides ALL the information you need on a client account and project at your fingertips.

Abhishek
Abhishek
Associate Consultant in Indien
Verifizierter Nutzer auf LinkedIn
Marktforschung, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

Perfect platform for multiple services!

4.0 vor 2 Wochen Neu

Kommentare: So far, very happy with this software. It has been very useful in customer relationship management.

Vorteile:

The best part of this platform is that it can be used for multiple services, whether it is critical case management, customer service or field service. Its smooth interface has helped us in resolving multiple cases and building a strong relationship with our customers.

Nachteile:

It is very expensive and its integration with other software can be a bit complex at times.

Chris
Chris
Salesforce Manager in UK
Verifizierter Nutzer auf LinkedIn
Logistik & Lieferkette, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

World Class CRM

5.0 vor 2 Monaten Neu

Kommentare: We have an amazing relationship with Salesforce directly as well as with the platform itself. We are looking to grow our usage of the different service offerings Salesforce provide.

Vorteile:

It's a world class platform which provides massive updates three times a year based on customers feedback. The platform is ever growing and it is our CRM of choice. It is so easy to admin and you will get your ROI!

Nachteile:

Some new products released have limited functionality and require a few release updates to catch up with relevant features but try to adopt as early as possible! It is worth it.

Larissa
Técnico 1 in Brasilien
Öl & Energie, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Integration of systems and ideas for salesforece resolution

4.0 vor 4 Wochen Neu

Kommentare: is an extremely user-friendly tool, but it can facilitate other tools for the administrators and thus make it easier for the users as well. Everyone will benefit.

Vorteile:

Well, the software leaves updates according to the key users for the service, and depending on the problem it is solved quickly.

Nachteile:

But still lack communication between adm and user to confirm whether it was resolved or not.

Mohamed
Mohamed
product manager in Vereinigte Arabische Emirate
Verifizierter Nutzer auf LinkedIn
Automotive, 5’001-10’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

great over all

5.0 letzten Monat Neu

Kommentare: a great tool set, but you'll need a team of professionals to assist you put it up and keep the platform running. The vendor's primary goal is to sell you their products, and they rely on other suppliers and partners for support and integration.

Vorteile:

Scalability. Design and future integrations are agile. adjustable interface

Nachteile:

Very little vendor advice and assistance with the product. There is no supported customer collaboration for learning. Since account representatives change so frequently, we never get the opportunity to develop a true relationship with them.

Madhur
Salesforce Developer in Indien
Informationstechnologie & -dienste, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Salesforce Service Cloud

4.0 vor 2 Monaten Neu

Kommentare: It's awesome! Highly recommended

Vorteile:

From the call center to the field service, and chatbot, the Salesforce service cloud is the best way to ensure that you can deliver world-class customer service during on-site interactions.

Nachteile:

Nothing as such apart from its cost, which is totally worth

Sherwin
Landlord Engagement Lead in Kanada
Verifizierter Nutzer auf LinkedIn
Non-Profit-Organisation Management, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

May be more than you need

5.0 vor 2 Monaten Neu

Kommentare: We used Salesforce for a year. I don't think we really got the full value of the product because some things were confusing and difficult to set up.

Vorteile:

Salesforce has a lot of features to handle a wide variety of daily tasks.

Nachteile:

Salesforce is expensive and difficult to set up.

Ami
Head of Technical Support in Israel
Computer-Software, 51-200 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Salesforce can work for you as a tech support executive

5.0 letztes Jahr

Kommentare: Really enjoy working with the service. It's easy to manage and integrations are great

Vorteile:

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Nachteile:

requires a salesforce administrator since nothing comes out of the box

Palash
Palash
Product Head in Indien
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

Awesome CRM Systems

5.0 vor 8 Monaten

Kommentare: Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers

Vorteile:

I’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended!

Nachteile:

One of the desirable products of Salesforce nothing to be disliked about!

Anoosha
ISR in
Computer-Software, 11-50 Mitarbeiter
Verwendete die Software für: 6-12 Monate
Herkunft der Bewertung
Quelle: SoftwareAdvice

One of most popular help desk solutions is Desk.com

4.0 vor 5 Jahren

Vorteile:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Nachteile:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Verifizierter Rezensent
Workforce Management Planning Supervisor in Philippinen
Verifizierter Nutzer auf LinkedIn
Informationstechnologie & -dienste, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Salesforce is one of the best CRM out there!

5.0 vor 4 Jahren

Kommentare: Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

Vorteile:

Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce.

Nachteile:

What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

Romy
Romy
Recruiter in Philippinen
Verifizierter Nutzer auf LinkedIn
Personalbeschaffung & -besetzung, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

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

5.0 vor 4 Jahren

Kommentare: 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.

Vorteile:

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.

Nachteile:

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.

Travis
Field Engineer in USA
Maschinerie, 201-500 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

In Betracht gezogene Alternativen:

Good case management, but customizations are going to cost you

5.0 vor 8 Monaten

Kommentare: It's been reasonable. The service has tiered packages. This does not allow for certain items to be addressed without a higher tier of service.

Vorteile:

The case intake and knowledge base are the best parts of the service cloud.

Nachteile:

Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.

Nadia
Nadia
Accountant in USA
Verifizierter Nutzer auf LinkedIn
Baumaterial, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 1 Jahr
Herkunft der Bewertung

VERY user friendly!! Awesome Program for Customer Management!

5.0 vor 4 Jahren

Kommentare: It's an EXCELLENT software to manage your customer data base. Take the time to figure it out, take it for a trial, ask questions. Im sort of a nerd, but it gave me the tingles when I first learned how to use it ... theres a way for you to organize your entire business & track the status of the job from contact to completion. It will benefit soooooo many people if you're growing your business or looking to become more organized. I LOVE IT!!

Vorteile:

I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.

Nachteile:

The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )

Kirsten
SEO Account Manager in USA
Marketing & Werbung, 10’000+ Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

A Great Software For Team Collaborations

5.0 vor 4 Jahren

Kommentare: Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

Vorteile:

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Nachteile:

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Sal
Sal
Senior Consultant in USA
Verifizierter Nutzer auf LinkedIn
Finanzdienstleistungen, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Best CRM tool available right now

5.0 vor 4 Jahren

Kommentare: The overall user experience depends greatly on how the system is set up from the beginning by architects and developers. For example, if there is a company merge, which Salesforce paradigm will the company use if both designs were efficient for the users?

Vorteile:

The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes.

Nachteile:

It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products.

Claire
Claire
Director of Development in Kenia
Verifizierter Nutzer auf LinkedIn
Non-Profit-Organisation Management, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

The most sophisticated CRM out there

5.0 vor 4 Jahren

Vorteile:

Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.

Nachteile:

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.

Verifizierter Rezensent
Manager/Buyer in USA
Verifizierter Nutzer auf LinkedIn
Einzelhandel, 11-50 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Leads Organized

4.0 vor 4 Jahren

Kommentare: Overall Saleforce has been a great addition to our sales team. I like the ability to see closure rates and compare organic leads to purchase vs generated or sourced leads to purchase. Again if it were easier for me to distribute these leads to coworkers without have to email them outside of Salesforce that would make it so much easier. Maybe they have this as a feature and I just haven't been able to set it up yet, or I don't have the "status" to set up this feature.

Vorteile:

Salesforce makes it easy to track leads. The ability to store and edit information about a lead is great, and it's easy to change a lead status from contacted to purchased.

Nachteile:

I wish they had a way to create an admin function that would allow for the admin to send coworkers leads but still be able to track of them to ensure they are being contacted.

Verifizierter Rezensent
Senior Research Analyst in USA
Verifizierter Nutzer auf LinkedIn
Krankenhausversorgung & Gesundheitswesen, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Customized Salesforce user

4.0 vor 4 Jahren

Kommentare: From a business perspective, I have used Salesforce mainly to create reports on clients and their spend (based on attributed dollars on a contract) and also update different contact pages.

Vorteile:

I think Salesforce allows for considerable customization for its users. At my company, I've used it for operational, commercial and research purposes, which is awesome.

Nachteile:

Salesforce is not intuitively easy to use, at least at my company. Some of the field names can be misleading; I think the reporting feature is also difficult if you don't have training or teaching. Also, I don't find the individual pages (contacts, contracts, memberships) pleasing to the eye. The content isn't laid out nicely in my opinion.

Jun
Owner/Manager in
Versicherung, Selbstständig
Verwendete die Software für: 1-5 Monate
Herkunft der Bewertung
Quelle: SoftwareAdvice

Well worth the money!

5.0 vor 6 Jahren

Kommentare: I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Vorteile:

Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Nachteile:

Set up: features are hard to set up. I had to Tech Support a couple of times for help. Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it. Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user. Tech Support: respond time too long

Verifizierter Rezensent
Account Development Manager, Strategic Accounts in USA
Verifizierter Nutzer auf LinkedIn
Personalwesen, 1’001-5’000 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

Salesforce - the networking tool

5.0 vor 4 Jahren

Kommentare: I have used salesforce in three different roles and companies for over a decade. I am a tried and true user and appreciate it's growth over the years.

Vorteile:

It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files.

Nachteile:

I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate.

Jeremiah
Jeremiah
Facilities Assistant in USA
Verifizierter Nutzer auf LinkedIn
Non-Profit-Organisation Management, 51-200 Mitarbeiter
Verwendete die Software für: Mehr als 2 Jahre
Herkunft der Bewertung

An amazing CRM resource

4.0 vor 4 Jahren

Kommentare: we maintain a large portion of the nations capital and especially the business district, having salesforce allows us to keep track of not only extensive building details but potentinal funding sources

Vorteile:

my favorite thing about this software is its ease of use and the wide range of practical usage regardless of the industry . we use the Non profit version and i dont know how we ever got business done without it

Nachteile:

I think the biggest con to me is building stuff on the back end and mapping. sometimes what im trying to map does not connect well with salesforce and it throws my report off