Salesforce Service Cloud  

Avis sur Salesforce Service Cloud

Salesforce Service Cloud

Offrez un service client d'excellence

4.17/5 (36 avis)
12 291     13 037

Le Service Cloud de Salesforce vous offre tous les outils pour une gestion optimale du service client et un renforcement de la relation client.

Vous pouvez notamment gérer toutes vos requêtes, via n'importe quel canal en ligne, au sein d'une interface unique et ergonomique, trouver rapidement les réponses pertinentes dans votre base de connaissances, en donner l'accès en libre-service à vos clients, et créer un espace communautaire afin de réduire vos coûts et permettre à vos clients de s'entraider, le tout en supervisant les échanges.
www.salesforce.com

Salesforce Service Cloud Reviews (36)

Latest reviews

 Salesforce Service Cloud is Universal

I have used Salesforce at work for multiple tasks ranging from creating account directory for merchants and customers to building detailed pages for several products to be processed for website publishing. One of the problems we were trying to solve is how to maintain a big directory platform of ...

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Reviewed 9 mars 2016 by Account Payable / Finance -Tax

 

 Valuable Time Saver

I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out ...

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Reviewed 8 mars 2016 by Associate

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Category Leaders

Avis
Intégrations
Mobile
Media
Sécurité

#9 sur Gestion d'Incidents

Voir le classement complet
64
13
11
4
16
20

#10 sur Service Client

Voir le classement complet
64
13
11
4
16
20

Ce classement résume les 25 applications les plus populaires sur GetApp. If an app is listed in more than one category, it has the potential to be ranked in each of these categories. The ranking is independent of any commercial campaign an app vendor has with GetApp. The ranking is based on 5 data points, each scored out of 20: reviews, integrations, mobile apps, media presence, and security.

Captures d'écran (5)

Salesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshotSalesforce Service Cloud screenshot

Sécurité

Encryption

Yes
Encryption of sensitive data at rest
Yes
HTTPS for all pages

Access control

Yes
Multi-factor authentication options

Data policy

Yes
Data backup in multiple locations/GEO regions
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Spécifications

Utilisateurs types
Grands Comptes (> 500 salariés), Moyennes PME (50-499 salariés), ONG, Petites PME (<49 salariés)
Supports compatibles
Linux, Mac, Windows, Web, Windows Phone, Site Web Mobile
Géographies
Allemagne, Amérique Latine, Asie, Australie, Brésil, Canada, Chine, États-Unis, Europe, Grande-Bretagne, Inde, Japon, Mexique, Moyen-Orient et Afrique
Langues
Allemand, Anglais, Chinois (Simplifié), Chinois (Traditionnel), Coréen, Danois, Espagnol, Finlandais, Français, Hollandais, Italien, Japonais, Portugais, Russe, Suédois, Thai
Support
Assistance en Ligne, Base de Connaissances, Téléphone, Tutoriels Vidéo

Tarifs

À partir de: $75.00/mois
Modèle: Abonnement, Essai Gratuit, Open-source

Prix par utilisateur et par mois. Modèle abonnement - Essai gratuit : 30 jours (sans CB)

- Professionnal (70€/utilisateur/mois) : Service et support de base pour les équipes de toutes tailles

- Enterprise (145€/utilisateur/mois) : Service client pour l'entreprise

- Performance (315€/utilisateur/mois) : Extension CRM pour accélérer les performances

Competitors Pricing

C2 ATOM

À partir de: $50.00
Modèle: Abonnement, Essai Gratuit, Licence Perpétuelle

Samanage

À partir de: $19.00/mois
Modèle: Abonnement, Essai Gratuit

ServiceWise

Modèle: Abonnement, Essai Gratuit, Licence Perpétuelle

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Fonctionnalités

  • Goals, coaching, and rewards for teams
  • Dynamic Knowledgebase
  • Live Agent Web Chat
  • Contract & Entitlement Management
  • Workflow & Approval Automation
  • Agent & Team Collaboration
  • Social Integration
  • Web & Email Case Capture
  • APIs
  • Case Management (Auto-assignment, rules & queues)
  • CTI Integration
  • Asset Management & Product Tracking
  • Role Permissions
  • Customizable Reporting & Analytics
  • Multi-Lingual
  • Customizable Agent Console
  • Mobile
  • Self-Service Community

Bénéfices

- Augmentez la satifaction de vos clients
- Améliorez la productivité de vos collaborateurs
- Offrez un service client multicanal d'excellence
- Réduisez vos coûts de support client

Alternatives à Salesforce Service Cloud

Analyse Produit

Customers are no longer willing to wait until the next business day to receive responses to their queries and complaints. Salesforce Service Cloud, built on the Salesforce1 Platform, provides organizations with a way to embed one-touch service directly into their products, with multi-channel support designed for today’s nonstop world.

Service Cloud provides agent with tools for quickly managing customer cases, using consoles, communities, knowledge bases, collaboration, social service, and multi-channel support features. In some cases, organizations can even create online support communities where customers are able to find their own answers to common concerns or questions.

Qu'est-ce que Salesforce Service Cloud ?

Service Cloud is a customer support solution designed for businesses of any size. Businesses are able to provide top quality customer service across every channel, and they can connect with customers on their own terms. Agents are able to provide customers with service through social media, and they can collaborate with other agents through integrated Chatter feeds.

Because Service Cloud is completely cloud-based, agents are able to manage cases from anywhere, at any time. Customer feedback and satisfaction levels can be tracked from any smartphone or tablet device using Salesforce’s mobile app and real-time dashboards.

Fonctionnalités Clés

Managing Cases

With Service Cloud, agents can juggle multiple cases at once. By unifying the agent experience into one platform, Salesforce has created a way for agents to respond to multiple support requests through multiple channels. Cases can be managed on both desktop and mobile devices.

The console is your primary case management interface, and it’s the place you’ll visit to get an idea of how your customers are feeling on a day-to-day basis. By putting as much information as possible onto one page, Salesforce has decreased the amount of clicking and scrolling you’ll need to do when finding, updating, and creating new records. You can even see visual indicators that update in real-time when lists or records are changed by other agents on your team.

Creating Knowledge Bases

Agents are able to create and manage content, which Salesforce calls “articles,” within their companies’ knowledge bases. These articles can be an excellent resource when agents are looking for the answers to questions that are infrequently asked by customers.

To improve the efficiency and effectiveness of your knowledge base, create separate article types and categorize articles to allow administrators to control article visibility. For example, some articles may be accessible to agents-only, and other articles may be accessible to both agents and end-users.

Collaborating With Agents

Nobody knows all the answers. Service Cloud capitalizes on this by introducing a way for agents to quickly solicit advice and feedback from colleagues through the Salesforce platform. Using Chatter, agents are able to escalate cases to experts who have experience managing similar situations.

Because Service Cloud is built on the Salesforce1 Platform, it is easy to integrate the solution into your existing Chatter feed. From your desktop or mobile device, you can communicate with colleagues in real-time, asking for advice on how to handle difficult situations or handing off specific cases to experts within your department.

Enabling Self-Support

Using Service Cloud Communities, customers can find the answers to their own questions without relying on the help of a dedicated company agent. Regardless of the device a customer is using, self-service tools make it easy to troubleshoot and ask for help from other users within a supportive community.

When you enable Service Cloud Communities, you’re able to add support tabs to your apps, Facebook pages, and mobile websites. Through these support tabs, your customers can browse articles and community posts, and they can find answers to their questions without submitting a ticket to one of your agents. Service Cloud monitors all customer inquiries, and those that aren’t resolved on their own are ultimately flagged for follow-up by an agent on your team.

Mobilizing Customer Service

Service Cloud is available on more than just desktop devices. Using the solution, companies can offer their customers immediate service and support through any mobile device, as well. Using apps or mobile sites, customers can find the right products, get answers to their questions, and watch demonstration videos.

When customers still have questions even after using Service Cloud’s self-service mobile tools, they’ll often start chat sessions with agents from inside the mobile app. As a company service manager, you can participate in these sessions. You can also track agent productivity levels and customer satisfaction through your own mobile device at any time.

Intégrations

Service Cloud is built on the Salesforce1 Platform, and as a result, it is fully integrated into the Salesforce ecosystem. Users are able to customize their business processes and leverage any pre-built integrations they may have with ISV and partner applications. Service Cloud integrates with Desk.com.

Tarifs

Service Cloud is available with three levels of pricing. The most inexpensive option is the Professional plan, which costs $65 per user, per month. Next up is the Enterprise plan, which costs $135 per user, per month. Finally, large organizations can select the Performance plan at $300 per user, per month.

Conclusion

  • Provides businesses with ways to embed one-touch service directly into their products

  • Built on the Salesforce1 Platform

  • Agents can host live chats through desktop or mobile

  • Create self-service customer communities

  • Complete social integration

Vidéo

Winnie Lu

Salesforce.com

30/01/2017

Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful. I would highly recommend this product.

Pour

It is easy to use, highly configurable and can be administered by the business.

Contre

The license fee is expensive.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Salesforce Service Cloud

Great tool to have.

Source: Software Advice
Helpful?   Oui   Non
Read more
Eric Sepulveda

Salesforce review

24/01/2017

I cannot live without Salesforce. I use it daily to manage my prospects and manage my sales. very easy to use!

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Glenn Huele

Project Manager

24/01/2017

Salesforce is a complete platform. Everything you need to make your company shoot for the stars is here. The ease of use and development is an advantage plus its accelerators give so many options to improve other needs

Pour

Ease of customization Ready to use Available accelerators

Contre

Modularized licenses Cost

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Adriana Voyce

Salesforce Administrator

24/01/2017

As a Salesforce Administrator in charge of Sales Operations, I would recommend this product to any industry. It is customizable to meet any business need for all business.

Pour

Customizable

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Service Cloud

Only hire experienced administrators otherwise, you will not find the value you are looking for.

Source: Software Advice
Helpful?   Oui   Non
Read more
Diana Miller

Great tool for customizing reports with ease

24/01/2017

In the past when I used this product it had many customizable reporting elements that made it very easy to track leads, opportunities and sales with ease

Pour

Security is great, good customer service

Contre

Outages or latency degradation

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Software Advice
Helpful?   Oui   Non
Read more
Desirae Szloboda

Salesforce for all

24/01/2017

I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae.

Pour

I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Contre

The two biggest drawbacks I have noticed are the following: The inability to use custom fiscal years in the new forecasting. The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Salesforce Service Cloud

My best advice to companies interested in purchasing Salesforce is to work closely with their internal teams to identify and shore up your in-house processes before diving in. Put the effort into cleaning up current data and planning the transition with a good qualified consultant. Adoption is driven from the top down. The company heads and managers need to embrace the platform, get educated on it and use it so they can drive the adoption of their employees and answer questions as they come up.

Source: Software Advice
Helpful?   Oui   Non
Read more
Chad Fletcher

Different look, same Salesforce

16/12/2016

We recently implemented ServiceCloud for our organization mainly for handling support cases and implementations. ServiceCloud does come with some added features, however, it is essentially a skin for Salesforce I have. To be honest, it does get confusing and sometimes annoying having to switch from Salesforce Classic to the Service Console. It would be nice if there was a setting to make everything open within the Service Console view. Overall it seems like a half-finished product. There are some objects/features that are not optimized for the Service Console or lightning view yet. We have tweaked it enough to meet our needs and I am excited to see where it goes.

Pour

Easy to setup, fast way to manage cases, email-to-case & omnichannel.

Contre

ServiceCloud seems to just be a skin (a different way of viewing cases) I find myself switching back to Salesforce Classic often to make admin changes or view objects/apps that are not yet supported.

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Likelihood to recommend

4/10

Recommendations to others considering Salesforce Service Cloud

You most likely do not need consultants to implement ServiceCloud if you already have a Salesforce org. It is really simple to setup.. mostly configuration that can be done by an admin.

Source: Capterra
Helpful?   Oui   Non
Read more
Sam Gonsalves

Ease Engagement with Customers

14/12/2016

Customer engagement becomes easy by using Salesforce service call center. Helps to supports customer with proper information immediately whenever needed. Track of all the services provided through case management.

Pour

Useful to track of all the service provided userfriendly Interface is really good

Contre

price is high as compared to other vendors

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

6/10

Recommendations to others considering Salesforce Service Cloud

Good product

Source: Software Advice
Helpful?   Oui   Non
Read more
Renu Singh

Another good feature of Salesforce

14/12/2016

It is Transforming company's service and it functions with Service Cloud. Deliver connected service wherever our customers are. Give our agents the power to review customer from the easy-to-use Lightning Console, so they can close cases faster and keep every customer happy.

Pour

Good functionality

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Oui   Non
Read more
Edward Bates

Salesforce continues to improve Service Cloud

09/12/2016

Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

Pour

Very easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Contre

Can be a little pricy but you get what you pay for, and the customisation is limitless

Rating breakdown

Rapport qualité-prix
Facilité d'utilisation
Features
Support client

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Oui   Non
Read more

Qui est l'utilisateur type de Salesforce Service Cloud ?

Because Salesforce 1 Service Cloud is available in multiple editions, the platform can be utilized by businesses in a number of different industries. Businesses that use Salesforce 1 Service Cloud range from the smallest organizations—including small contact center teams that need access to basic services and support functionalities—to some of the largest companies in the world.

Among the businesses that have adopted Salesforce 1 Service Cloud, the solution is often utilized by employees within every department. Customer support agents are the most frequent users of Salesforce 1 Service Cloud. However, project managers and even upper level executives can rely on the solution, as well.

Voir l'Analyse Produit

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