Salesforce Service Cloud Reviews

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area.

We utilize it for customer service and customer post-sales support.

The case management capability has the same features as the sales capability. This means Salesforce Service Cloud generally comes with all these capabilities.

Usability is one of the strongest characteristics of Salesforce Service Cloud. The solution offers excellent usability, versatility, and scalability.

Clients gain productivity and save time with Salesforce Service Cloud. However, initially, it can be quite expensive to implement the complete solution.

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.  

Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.  

These kinds of features have helped to save costs while improving the customer experience. 

Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management. 

The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc. 

The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities. 

Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.

My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.

The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.

We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.

We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support. 

A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.

I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.

This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data.

The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.

Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions and enables the recording of case information of various accounts we manage. 

All of the features of Salesforce Service Cloud we currently have in our company are useful. Our company is preparing to go live this year with Salesforce Service Cloud.