Sobre o Salesforce Service Cloud

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.
Business rules
Casse management bulk editing
Case management labels
Productivity tools
Universal inbox
Salesforce Service Cloud - Vídeo
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Preço do Salesforce Service Cloud

Salesforce Service Cloud não possui uma versão gratuita, mas oferece versão de teste grátis.

Preço inicial:
Sem informação do fornecedor
Versão gratuita:
Não
Versão de teste gratuita:
Sim

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Avaliações do Salesforce Service Cloud

Nota do recurso

Relação qualidade/preço
4
Funcionalidade
4,5
Praticidade
4
Suporte ao cliente
4
5 avaliações do 511 Ver todas as avaliações
Jordan C.
  • Setor: Serviços e tecnologia da informação
  • Porte da empresa: 501-1000 funcionários
  • Usado Diariamente em Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
5
Recursos
5
Praticidade
3
Suporte ao cliente
5

5
Avaliado em 08/08/2019

Awesome Ticketing System

Users are really more productive than previous tool

Vantagens

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.

Desvantagens

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.
  • Setor: Serviços financeiros
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente em 6 a 12 meses
  • Fonte da avaliação
Relação qualidade/preço
0
Recursos
4
Praticidade
5
Suporte ao cliente
0

5
Avaliado em 06/11/2019

Everything I need on one page

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.

Vantagens

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

Desvantagens

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.

Govindraj S.
  • Setor: Hotelaria
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente em Mais de um ano
  • Fonte da avaliação
Relação qualidade/preço
1
Recursos
1
Praticidade
2
Suporte ao cliente
3

2
Avaliado em 10/11/2020

Complex customer support software

We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Vantagens

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Desvantagens

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Avaliador Verificado
  • Setor: Telecomunicações
  • Porte da empresa: 51-200 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
3
Recursos
4
Praticidade
5
Suporte ao cliente
5

4
Avaliado em 11/02/2021

Does what we need it to

Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

Vantagens

Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Desvantagens

There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

Patrick C.
  • Setor: Serviços financeiros
  • Porte da empresa: 11-50 funcionários
  • Usado Diariamente em Mais de dois anos
  • Fonte da avaliação
Relação qualidade/preço
4
Recursos
4
Praticidade
4
Suporte ao cliente
3

4
Avaliado em 04/05/2018

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

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.

Vantagens

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**.

Desvantagens

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.

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