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No reclamado: están trabajando en Salesforce Service Cloud ?
Salesforce Service Cloud Reseñas y detalles del producto
Salesforce Service Cloud es una plataforma integral de atención al cliente diseñada para ayudar a las empresas a gestionar y resolver las consultas de sus clientes de forma eficiente. Ofrece un conjunto de herramientas para la gestión de casos, la creación de bases de conocimiento y el soporte omnicanal, lo que permite a las organizaciones ofrecer experiencias de atención al cliente personalizadas y eficaces.
| Empresa | Salesforce |
|---|---|
| Año de fundación | 1999 |
| Tamaño de la compañía | Empleados de 10,001 + |
| Sede Principal | San Francisco, California |
| Redes sociales |
| Capacidades |
|
|---|---|
| Facilidad de uso |
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| Despliegue | Nube / SaaS / Basado en web, Android móvil, iPhone móvil |
| Soporte | 24 horas al día, 7 días a la semana (representante en vivo), chat, correo electrónico/servicio de ayuda, preguntas frecuentes/foro, base de conocimientos, soporte telefónico |
| Cursos | Documentación |
| Idiomas | Inglés |
Salesforce Service Cloud Pros y contras
- Herramientas integrales de comunicación omnicanal, que incluyen correo electrónico, redes sociales y chat en vivo
- La integración de telefonía permite a los usuarios realizar llamadas directamente desde el software
- La interfaz de arrastrar y soltar facilita la creación de portales de autoayuda de marca.
- Las funciones de IA están disponibles en todos los niveles.
- No ofrece un plan gratuito; es costoso actualizar a planes de mayor precio
- La opción de facturación mensual solo está disponible en el plan de menor precio (el plan Essentials)
- El soporte telefónico 24/7 requiere una suscripción a un plan de soporte pago
- Configuración y personalización que requieren mucho tiempo, especialmente después de que se lanzan actualizaciones
- No apto para principiantes debido a su pronunciada curva de aprendizaje.
Compara Salesforce Service Cloud con otras herramientas populares de la misma categoría.
It provides a bucket of all the tickets being raised by the customers, allowes for various statuses of the ticket
It does not provide notification for changes in status of tickets.
It allows to customer management, providing feedbacks and helps in conversational support.
This service cloud is very useful to automate the process for services like live agents and case routing escalation rules and so on
As of now no drawbacks from side I am using live chart and skill based routing all are good for me
Case management problems with high rating issues were easily resolved with the help of case management and live chat agent
Salesforce service cloud has a one of the best product we have in the market
Case creation via community or web can be improved
It solves as a self service portal and case management
Customer inquiry management is way easy on salesforce, it gives the data insights on what type of inquiry we are receiving, backed by email trail.
Automatic reply are not functioning correctly, whenever there is change in the status of the ticekt, it should provide an update to the customer.
Volume of inquiries, trend of inquiries, excalation matrix and back up of all communication in one single platform.
User friendly application to track the sales cycle and also supports in managing day to day routine activities by providing data extraction of projects, details filteration and also measure productivity.
Bit slow, need to present the improved dashboard.
Mobile, and can use anywhere anytime , easy to manage the customers and day to day activities.
Salesforce Service Cloud transformed our customer support operations. Its seamless integration across channels, user-friendly case management, and AI-powered capabilities have increased efficiency and customer satisfaction. The capacity to tailor interactions and anticipate needs distinguishes it as a game changer for any support team.
In my experience, the complex nature of Salesforce Service Cloud can be difficult, particularly for smaller teams or those without dedicated administrators. Navigating its many features and customization choices can take substantial time and effort, potentially impeding speedy installation and adoption.
Salesforce Service Cloud addresses the difficulty of efficiently handling client inquiries across numerous channels, providing quick resolution and tailored support. This benefits me since it improves customer satisfaction, streamlines workflows, and provides vital insights into consumer needs, ultimately generating loyalty and corporate growth.
The layout of the Salesforce service cloud app is simple and straightforward. There was no need to transect. It's very User friendly. Customer Support is good, fast response we get and It's Integration very smooth, lot's of Integration article available on google.
Salesforce service cloud costs is too high, Normal company can't affort it
Since when I'm using I feel it's better from other tools. it helps our team to manage work load by routing and scaling processes.
Integration of calls, emails, social media cases all into a single platform is what I like best about SFSC. Ticket creation is seamless, and it's easy to keep a record of cases without any hassle. We use it daily for all our tasks, and it works pretty well.
Emails take a little time to flow in, around 5-10 minutes of wait time. Other than this, SFSC works seamlessly.
Ticket creation is very simple. It also integrates customer accounts which makes it easy to identify callers and even call them back, directly from SFSC.
Salesforce service cloud is used to support customer to there query related to product we can provide customer to help desk, chat , web to case . We can easily integrate service cloud with another cloud. Service cloud is used to support customer support.
No dislike about the service cloud all features are very good
Service cloud is used to resolve customer queries is used for customer support like help desk, live chat, contact centre and many more.
Salesforce service cloud is use to resolve customer queries like we can manage email to case, web to case, live chat , helpdesk and many more . This cloud provide complete satisfaction to customer and it's easily integrate to another platform. Is use for customer support.
No dislike about the Salesforce service cloud
Real-time chat functionality allows businesses to offer live support to customers on their websites.Service Cloud enables support across multiple channels, including email, social media, chat, and phone.