Salesforce Service Cloud

Salesforce Service Cloud

Software de asistencia y atención al cliente

4.4/5 (435 reviews)

Salesforce Service Cloud Overview

Siete maneras en que los servicios en la nube les permiten a las empresas ofrecer un servicio sin fricciones:

CONSOLA
Con Service Cloud, puedes gestionar más rápido tus casos, en una experiencia de agentes unificada. La plataforma Salesforce1 permite sacar el máximo partido de la consola, tanto en dispositivos de escritorio como móviles.

COMUNIDADES
Service Cloud Communities permite que los clientes se ayuden entre sí. Las comunidades les dan las herramientas para solucionar problemas de autoservicio, independientemente de donde estén y desde cualquier dispositivo.

MULTICANAL
La atención al cliente multicanal es algo totalmente nuevo. Con objetos conectados e inteligencia predictiva, Service Cloud te ofrece la capacidad de proporcionar la atención al cliente del futuro. Ahora.

CONOCIMIENTO
Busca rápidamente en la base de conocimiento para obtener respuestas relevantes. O haz que sea fácil para los clientes hacerlo por sí mismos. De cualquier forma, tus clientes obtienen las respuestas que necesitan, exactamente de la manera que desean.

SERVICIO SOCIAL
Ofrece a tus clientes servicio en los canales de redes sociales en los que se encuentran, en cualquier dispositivo que estén usando. Ofrece a tus agentes las herramientas de colaboración que les permitan proporcionar una excelente atención al cliente.

COLABORACIÓN DEL AGENTE
Con Chatter, los agentes pueden derivar casos rápidamente a expertos para cerrarlos más rápidamente. Con la plataforma Salesforce1, tu feed de Chatter se integra en la consola Service Cloud para una experiencia verdaderamente unificada, tanto en tu equipo de escritorio como en tu dispositivo móvil.

MÓVIL
Gestiona casos de servicio en la nube desde cualquier lugar con la plataforma Salesforce1: la plataforma más rápida e inteligente de atención al cliente.

Pricing

Starting from
USD 25.00/month
Pricing options
Free Trial
Suscripción
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Brasil, Canadá, China and 5 others, Europa, Alemania, India, Japón, Latinoamérica

Supported Languages

Chino (simplificado), Chino (tradicional), Neerlandés, Inglés, Francés and 8 others, Alemán, Italiano, Japonés, Coreano, Portugués, Español, Sueco, Tailandés

Salesforce Service Cloud Reviews

Overall rating
4.4/5
90% positive reviews
223
Excellent
170
Very good
35
Average
5
Poor
2
Terrible
Patrick C.
Translate with Google

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

Used Daily for 2+ years
Reviewed on 4/5/2018
Review Source: Capterra

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.

Pros

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**.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Translate with Google

Salesforce is one of the best CRM out there!

Used Daily for 2+ years
Reviewed on 10/9/2018
Review Source: Capterra

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!

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Translate with Google

Salesforce Service Cloud - Ready to go out-of-the-box

Used Daily for 2+ years
Reviewed on 13/3/2019
Review Source: Capterra

We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.

Pros

Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.

Cons

Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Translate with Google

New Business Owner Tool!

Used Daily for 6-12 months
Reviewed on 19/10/2018
Review Source: Capterra

I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.

Pros

I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.

Cons

The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

9.0/10
Romy A.
Translate with Google

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

Used Daily for 2+ years
Reviewed on 18/8/2018
Review Source: Capterra

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.

Pros

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.

Cons

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
User Recommendation
8.1/10
Based on 435 reviews
Compare user recommendation rating with alternatives

Salesforce Service Cloud Pricing

Starting from
USD 25.00/month
Pricing options
Free Trial
Suscripción
Value for money
Value for Money
4.1/5
Based on 435 reviews
Compare value for money rating with alternatives

Salesforce Service Cloud Features

  • API
  • Campos personalizables
  • Creación de informes personalizables
  • Creación de informes y estadísticas
  • Gestión de flujos de trabajo
  • Gestión de la conformidad
  • Importación y exportación de datos
  • Integración de terceros
  • Notificaciones automáticas
  • Panel de actividades
  • Registro de auditoría
  • Seguimiento de actividades
  • Supervisión

  • Almacenamiento de documentos
  • Auditoría
  • Creación de informes en tiempo real
  • Datos en tiempo real
  • Gestión de facturas
  • Gestión de inventarios
  • Seguimiento de inventario

Salesforce Service Cloud FAQs

Below are some frequently asked questions for Salesforce Service Cloud.

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following pricing plans:

Starting from: USD 25.00/month

Pricing model: Suscripción

Free Trial: Disponible

Q. What are the main features of Salesforce Service Cloud?

We do not have any information about Salesforce Service Cloud features

Q. Who are the typical users of Salesforce Service Cloud?

Salesforce Service Cloud has the following typical customers:

Trabajadores autónomos, Empresas Grandes, Empresas medianas, Empresas pequeñas

Q. What languages does Salesforce Service Cloud support?

Salesforce Service Cloud supports the following languages:

Chino (simplificado), Chino (tradicional), Neerlandés, Inglés, Francés, Alemán, Italiano, Japonés, Coreano, Portugués, Español, Sueco, Tailandés

Q. What type of pricing plans does Salesforce Service Cloud offer?

Salesforce Service Cloud has the following pricing plans:

Suscripción

Q. Does Salesforce Service Cloud support mobile devices?

Salesforce Service Cloud supports the following devices:

Android, iPhone, iPad

Q. What other apps does Salesforce Service Cloud integrate with?

Salesforce Service Cloud integrates with the following applications:

FinancialForce Accounting, Five9, Freshdesk, InGenius, Planyo, Quick Base, Salesforce Social Studio, Sharpen, SmarterU LMS, Vocalcom

Q. What level of support does Salesforce Service Cloud offer?

Salesforce Service Cloud offers the following support options:

Preguntas frecuentes, Foro, Base de conocimientos, Asistencia en línea, Asistencia telefónica, Tutoriales en vídeo