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I am not a user, partner, reseller, or implementer as we implemented it ourselves.

We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud, such as Einstein Bots or Knowledge Base, or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.

The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce. We were instructed to use it; it was not our natural choice. It was something the company stated to use.

The main benefit is having it integrated with the core Salesforce.

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.

I have been working with Salesforce Service Cloud for about 1.5 years.

I have not contacted technical support for any challenges myself.

Neutral

I have worked with Jira and Zendesk before working with Salesforce Service Cloud.

The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.

I purchased it directly from Salesforce, not through AWS Marketplace or another source.

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

When comparing Salesforce Service Cloud, I do not think it has any benefits.

I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.

I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRM. On a scale of one to five, I rate Salesforce Service Cloud a four out of five.

The use cases for ServiceNow Customer Service Management were mainly for integration purposes, mid-server installations, and playbook configurations.

I utilize ServiceNow Customer Service Management's automation for service requests by using integration hub, APIs, and third-party connectors.

Resolution speed has immensely improved because of ServiceNow Customer Service Management, especially the actionable insights, IT performances, and incident trends. Overall service health has improved in terms of the incident and response ratio.

The benefits of having automation in place are that it has automated the process and most items are auto-populated within the services. Most of the time, there are pre-installed solutions where consumers can navigate before dealing with the developer side.

The self-service portal has helped in creating and maintaining reports and dashboards with key metrics, and the resolution time and customer satisfaction have improved.

Automated root cause analysis has improved for us, leveraging basic machine learning and identifying basic issues, reducing resolution times, and enhancing operational efficiencies.

The most beneficial aspect of ServiceNow Customer Service Management is its portal enhancement. Users can perform all kinds of configurations, and it is very easy to use for the consumer. The problem is sorted out when there are many options and solutions to be aware of.

ServiceNow Customer Service Management is a module that supports customer-specific requirements. Users can change the forms and data fields, and create and maintain reports and dashboards with key metrics.

There should be many more automations and customizations available in ServiceNow Customer Service Management to help both users and developers, including quality testers.

Many integrations are needed currently. Sometimes that helps in terms of scripting if workflows are not needed. There should be an integration of workflows and less scripting to enhance and move the flow more efficiently.

In terms of the initial setup of ServiceNow Customer Service Management, the complexity of scripting is challenging. Sometimes, extensive scripting is required and many checks have to be made to add basic functionality.

I have been using ServiceNow Customer Service Management for approximately three years.

I have handled the deployment of ServiceNow Customer Service Management myself and also used third parties including partners, consultants, and integrators for the initial deployment. Most deployments were done through third parties with assistance from managers and other developers.

I cannot provide specific information regarding measurable benefits from working with ServiceNow Customer Service Management in terms of time saving, resource saving, efficiency improvements, or return on investment.

I did not purchase ServiceNow Customer Service Management as it was assigned to me with a fully loaded version. All purchases were made prior to my involvement.

ServiceNow Customer Service Management and portal solutions are separate, with each having their own advantages and disadvantages. Both functionalities serve different purposes. Portal is a self-sufficient, one-way window, while ServiceNow Customer Service Management helps navigate consumers.

I work as a ServiceNow developer with modules including ITAM and ITSM. I have integrated AWS, Jira, Salesforce Slack, and handle portal design. I track metrics and efficiency improvements from incident management workflows by navigating through key metrics shown within the dashboard graphs and performance indicators. I would recommend more automation improvements in ServiceNow Customer Service Management. I am working with a cloud-based version of ServiceNow Customer Service Management. On a scale of 1-10, I rate ServiceNow Customer Service Management an 8.