Share your experience using Salesforce Service Cloud

I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.

It is straightforward to integrate Service Cloud with third-party tools or other systems.

In most cases, we use MuleSoft as the integration technology when a direct API  integration is needed.

I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.

There are a few areas of improvement. 

1. 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. 
2. 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.
3.  Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.

I have been using it for seven to eight years. 

It is a stable product. It has been in the market for quite some time, so it is a stable product. 

I would rate the scalability a nine out of ten. It is pretty easy to scale. 

It is suitable for medium and enterprise-level businesses. 

The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support. 

There is ServiceNow. People think it is cheaper. But it is suitable for small organizations. 

Large organizations prefer Salesforce. 

The initial setup is very easy. 

I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use. 

However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.

Overall, I would rate the solution an eight out of ten. I would recommend it to other users. 

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.

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.

I have been using Salesforce Service Cloud for four to five years.

Stability-wise, I rate the solution a seven out of ten.

It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.

More than 200 people in my company use the product.

There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.

The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.

The solution is deployed on the cloud.

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

The product was fine, and it improved my company's customer service response time.

I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.

The product's analytics features support our company's service improvement strategies greatly and fantastically.

I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.

The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.

I rate the tool a seven out of ten.