I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries. For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.
The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce. For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur.
We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process. The solution's omnichannel routing feature is difficult and tricky to manage.
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud. The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes. Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it.
There are a few areas of improvement. * One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well. * Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here. * Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.
The product's high price is an area of concern where improvements are required. There are some imperfections in the product's stability, and it is an area where improvements are required.
Occasionally, individuals face difficulty accessing information that seems to be unavailable to them. The main concern for me revolves around the speed of certain integrations. Occasionally, there's a delay of a few minutes for data to synchronize.
One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.
While there is extensive reporting in the system, there is not always a direct route to get what you are looking for. There are plenty of tools in the market that provide those capabilities. I would just prefer it if there were an SFDC option.
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Reporting could be improved.
I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries. For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.
The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce. For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur.
The solution’s user interface could be improved and enhanced.
The solution’s user interface could be improved.
We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process. The solution's omnichannel routing feature is difficult and tricky to manage.
There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud. The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes. Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it.
There are a few areas of improvement. * One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well. * Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here. * Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.
The product's high price is an area of concern where improvements are required. There are some imperfections in the product's stability, and it is an area where improvements are required.
The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.
The pricing of the solution can be less expensive.
Occasionally, individuals face difficulty accessing information that seems to be unavailable to them. The main concern for me revolves around the speed of certain integrations. Occasionally, there's a delay of a few minutes for data to synchronize.
The pricing for what Salesforce Service Cloud offers is not great.
Salesforce Service Cloud's report functionality could be improved.
One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time. The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.
The integrations with other solutions can be improved.
While there is extensive reporting in the system, there is not always a direct route to get what you are looking for. There are plenty of tools in the market that provide those capabilities. I would just prefer it if there were an SFDC option.