A review from a system admin and consultant.

What are the best aspects of this product?

Some good things to take note of. The service cloud console and feedback tracks interactions made between the CC team and client. Auto recommendations of solutions and topics. With Omni-Channel. Processes involved for approval.

What aspects are problematic or could work better?

The FAQ articles seem to be old. Has a lot of bugs in the system. It can be challenging to make customizations and getting them off the ground swiftly. Service contract is weak when it comes to support contract management. Mass e-mail marketing campaign is absent.

What specific problems in your company were solved by this product?

Having the ability to carry out full cloud service. Case management and automated support process. SLA (with entitlement). Milestones and management of campaigns. Knowledgeable articles and FAQs.

Are you a current user of this product?

Yes