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Salesforce Service Cloudのレビュー

Salesforce Service Cloudとは

業界トップクラスのカスタマー・サービス・プラットフォームは、革新的なツールと統合されたデータでサービス従業員を強化します。

Salesforce Service Cloudの製品詳細

良いポイント:

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

改善してほしい点:

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

Salesforce Service Cloudの評価

評価ポイント

使いやすさ
4.1
カスタマーサービス
4.2
機能
4.4
価格の妥当性
4.1

おすすめ度

8.1/10

Salesforce Service Cloudの総合評価は4.4/5です。 (キャプテラに寄せられた754件のレビューより集計)。

Salesforce Service Cloudを使用したことがありますか?

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レビューを絞り込む (754件)

Narendhar
Narendhar
Software Developer
認証済みLinkedInユーザー
銀行, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

Outstanding Customer Service Platform

5.0 3 年前
動画プレイヤーで日本語字幕を表示できます
認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 2~10人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

総合力が高い

5.0 昨年

製品を使ってみた感想: 創業当時から活用しています。商談管理とレポート機能により十分に効果を発揮しています。複数人で一つの取引先や商談に対してコミュニケーションする必要があり、業務プロセスを自動化したいと思うならおすすめします。トレーニング資料が充実しており機能を学ぶことができるのも優れた点です。最も効果を生む使い方するなら営業メソドロジーを確立し、実現したい営業プロセスを持っている企業が導入するか、その両方をコンサルティングしてくれる企業と共に導入することです。

良いポイント:

シェアが高く、エコシステムが充実しているため他社システムと連携がしやすい点

改善してほしい点:

価格が他社よりも高めであり、小規模業者が多機能な使い方をするには投資金額が多くなる点。

匿名レビュアー
情報技術、情報サービス, 51~200人規模の会社
使用期間: 1年以上
投稿経路

多彩な運用が可能なCRMシステム

5.0 昨年

良いポイント:

営業の管理用ツールとしてカスタマーや顧客の管理をすることができる。また、そこに繋げて売上管理も可能でセールスレポートの作成にも役立っているので、かなり使用頻度の高いサービスとなっている。

改善してほしい点:

少し通常の運用とは違う方法(データベース)としての利用をしているので、致し方ない部分はあるが、データの紐付け方によってはレポート機能で取り出せる情報、取り出せない情報が存在する。上記の理由からデータの紐付け方にコツがいるので、導入のしやすさはマイナスポイント。

Toshinobu
Toshinobu
日本の会社員
認証済みLinkedInユーザー
レジャー、旅行、観光, 51~200人規模の会社
使用期間: 2年以上
投稿経路

ここまでのレベルはない

4.0 昨年

良いポイント:

事細かく管理することができスマートでわかりやすい操作が出来る。

改善してほしい点:

マイナス点はほとんどなく、日本企業でも取扱しやすい製品である。

Elizabeth
Elizabeth
アメリカのSenior Director Of Digital Marketing
認証済みLinkedInユーザー
小売, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Excellent for data tracking and analysis

5.0 2 年前

製品を使ってみた感想: This platform allows me to visualize, analyze the progress that has been made during the day, week, month or year because it allows me to store and manage important data about my company, since it allows me to observe the sales, the service provided, the campaigns of marketing that have been launched, the flow of trade that has been obtained, the productivity of the company, etc. This allows me to access the platform on any device since this platform is cloud-based, it also has a mobile version.

良いポイント:

I like salesforce because it is a client management administration platform where I can have much more personalized attention according to the needs of clients. It helps me with the direct connection with my customers, manage business opportunities since I can automate to establish and negotiate marketing campaigns so that they are more effective with Pardot, this helps me with the unification of the sales department with the marketing department allowing me to attract, select candidates and minimize the sales cycle.

改善してほしい点:

The initial setup is a bit complex and takes time.

Shayla
Shayla
アメリカのHuman Resources Specialist
認証済みLinkedInユーザー
インターネット, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Easy to implement, good data management

4.0 2 年前

製品を使ってみた感想: Keeping track of and following up with my clients was made easier, and I was able to see an overall picture of my month's performance thanks to the data it provided. Because of it, I am able to come up with innovative ideas for our company. When you create a solution that can be used almost indefinitely, you need to be able to scale it. There is no end to what can be done here.

良いポイント:

Because I've been using it for six years, I've become accustomed to it. It's also easier to use when you have all the information you need about the lead, the firm, and your calling app all on the same page. The best aspect is that you'll have a lot of options when it comes to finding new customers for your business. You'll have no trouble seeing and pursuing the best prospects.

改善してほしい点:

Sometimes it's hard to tell which information is helpful and which is negative since there's so much of it out there. It's difficult to gain hands-on experience with different options.

Mason
アメリカのSales
情報技術、情報サービス, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

User friendly

5.0 2 か月前

製品を使ってみた感想: My personal experience has been overall positive.

良いポイント:

The reliability to be able to depend on the service in real time.

改善してほしい点:

I don’t have access to use the full capability. But from what I have used no cons.

Carl
アメリカのVice President
建築資材, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Review Management

3.0 3 週間前 新着

製品を使ってみた感想: Meh. Streamline operations is definitely necessary. Improve search fields also a must

良いポイント:

Seems like an adequate service but lots of room for improvement.

改善してほしい点:

Could use a lot of improvement regarding the user interface & streamlining operations. Redundant steps not explained well, how or why. Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Justin
アメリカのEnablement Specialist
スポーツ用品, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Service Cloud Review

5.0 4 か月前

製品を使ってみた感想: Overall, Salesforce Service Cloud has been a huge improvement for our company compared to our previously used CRM. There are an incredible amount of options available to you to get the most out of the tool and it has become a critical piece of technology for our organization.

良いポイント:

Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.

改善してほしい点:

There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.

Kelly
Kelly
アメリカのDesign Engineering Manager
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

Best-in-class CRM and support solution

4.0 6 か月前

製品を使ってみた感想: It's a win-win for both your business and your customers. Customer service has been boosted as a result. The help and service provided to customers has improved. It makes work more adaptable and scalable.

良いポイント:

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

改善してほしい点:

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Laura
Laura
アメリカのHuman Resources Generalist
認証済みLinkedInユーザー
病院、ヘルスケア, 1,001~5,000人規模の会社
使用期間: 1年以上
投稿経路

It accelerates customer service and personalizes case management

4.0 7 か月前

製品を使ってみた感想: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

良いポイント:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

改善してほしい点:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

Jeffrey
アメリカのexecutive director
非営利団体運営, 2~10人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

A bit of an investment, but well worth it if fully utilized.

5.0 8 か月前

製品を使ってみた感想: Once we decided to make the investment in Salesforce, we were 100% behind implementation for all of our CRM needs. There can be a learning curve but once learned, we can do everything we need to stay connected to our donors.

良いポイント:

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

改善してほしい点:

The upfront cost is more than other programs.

David
アメリカのPartnership manager
金融サービス, 501~1,000人規模の会社
使用期間: 2年以上
投稿経路

SFDC Service H.I.

5.0 3 週間前 新着

良いポイント:

the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.

改善してほしい点:

no cons at this time, we enjoy using Service Cloud and it's crucial to our business.

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 5,001~10,000人規模の会社
使用期間: 2年以上
投稿経路

Great for sales tracking not so good for customer management

4.0 4 週間前 新着

良いポイント:

It’s great software to track sales due to its interfaces with other softwares and very customizable

改善してほしい点:

It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients

Letlet
フィリピンのSales and Marketing
小売, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Step Up Your Customer Service Game with Salesforce Service Cloud

5.0 昨年

製品を使ってみた感想: Prior to implementing Service Cloud, we were struggling with a variety of customer service and support issues. Our team was spending far too much time managing customer data across multiple systems and channels, and as a result, we were not providing the level of support and service that our customers deserved.However, since implementing Service Cloud, we have seen a significant improvement in our customer service and support capabilities. We have been able to provide a more personalized and effective customer experience. In terms of specific business problems that Service Cloud has helped us to solve, there are many. For example, we are now able to more efficiently manage customer cases, allowing our team to resolve issues more quickly and effectively.Overall, my experience with Salesforce Service Cloud has been nothing short of exceptional.

良いポイント:

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

改善してほしい点:

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

認証済みレビュアー
認証済みLinkedInユーザー
コンピュータ・ソフトウェア, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Powerful and critical user friendly software

5.0 2 年前

製品を使ってみた感想: Very positive experience using Salesforce Service Cloud. It completely takes care of our service center ticketing system requirements. Although expensive, we are glad we made this choice.

良いポイント:

Salesforce is extremely easy to use with rich features and functionality. There is a huge marketplace out there with third-party apps which will help you with your business needs with strong integration capabilities. It's an excellent case management tool for our support team and everyone loves it. We've never heard of outages or major problems, and the software works consistently all the time.

改善してほしい点:

The cost appears to be on the higher side, they seem to be expensive even for minor requirements. Some configurations are complex and Bizapps take too long to implement changes. The Mobile version app is terrible and SF can do a lot better in this area.

認証済みレビュアー
認証済みLinkedInユーザー
政府機関, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

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

4.0 5 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
小売, 501~1,000人規模の会社
使用期間: 6~12か月
投稿経路

New Business Owner Tool!

5.0 6 年前

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.

Justine
英国のDirector
金融サービス, 11~50人規模の会社
使用期間: 2年以上
投稿経路

Good at first

3.0 2 年前

製品を使ってみた感想: We chose to move to a competitor after being a client for 7 years. Our reasons were based on poor communication and delivery in our region South Africa). The emphasis being on a really poor communication and implementation service experience over the period.

良いポイント:

At first it represented a really good customisable solution.

改善してほしい点:

Since its launch many more competitors have arrived. These competitors are offerring tailored solutions and proactive communication at far better prices. My feeling is Salesforce has fallen behind as a service and its pricing is no longer competitive. This is particularily noticable when you need to communicate with salesforce post implementation and you simply have a web interface rather than direct communication.

Travis
アメリカのField Engineer
機械工業, 201~500人規模の会社
使用期間: 2年以上
投稿経路

検討した類似製品:

Good case management, but customizations are going to cost you

5.0 2 年前

製品を使ってみた感想: 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.

良いポイント:

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

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
投資運用, 11~50人規模の会社
使用期間: 6~12か月
投稿経路

Ideal CRM for efficient operations

5.0 6 年前

製品を使ってみた感想: Email integration, access to leads and customer information, sales functions, data on clients, ability to review sales data, generation of leads, customization, organization

良いポイント:

Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

改善してほしい点:

Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

Eman
Eman
フィリピンのRecruiting Coordinator
認証済みLinkedInユーザー
アウトソーシング、オフショア, 10,000+人規模の会社
使用期間: 1年以上
投稿経路

SalesForce is the best company database or CRM that lives on browsers!

5.0 6 年前

製品を使ってみた感想: If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!

良いポイント:

SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home. SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!

改善してほしい点:

What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.

Kirsten
アメリカのSEO Account Manager
マーケティング、広告, 10,000+人規模の会社
使用期間: 2年以上
投稿経路

A Great Software For Team Collaborations

5.0 5 年前

製品を使ってみた感想: Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

良いポイント:

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.

改善してほしい点:

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
アメリカのSenior Consultant
認証済みLinkedInユーザー
金融サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Best CRM tool available right now

5.0 5 年前

製品を使ってみた感想: 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?

良いポイント:

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.

改善してほしい点:

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.

認証済みレビュアー
認証済みLinkedInユーザー
情報技術、情報サービス, 1,001~5,000人規模の会社
使用期間: 2年以上
投稿経路

Terrible for support

3.0 2 年前

製品を使ってみた感想: Extremely negative from a support perspective.

良いポイント:

They have good reporting tools for management. It’s easy to create views and charts.

改善してほしい点:

Sluggish, ugly interface, poor integration, difficult to customize.

Jordan
アメリカのCustomer Relations Manager
医療機器, 51~200人規模の会社
使用期間: 2年以上
投稿経路

Salesforce Service Cloud Review

5.0 昨年

製品を使ってみた感想: 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.

良いポイント:

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.

改善してほしい点:

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.