It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ.
Salesforce Service Cloud is highly customizable, supporting CTI with strong case routing, escalation, and entitlement features. Its cloud-based setup simplifies use and seamless system integration enhances efficiency. It tracks customer journeys from inquiry to delivery for comprehensive management. While integration requires improvement, reporting could be more flexible. High pricing against competitors like SAP CRM is noted, and maps for technician tracking are suggested. Support enhancements would improve customer service.
