Salesforce Service Cloud Reviews

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've been using Salesforce Service Cloud for a long time. We're integrating it and using it. For Salesforce Service Cloud, we have use cases like integrating invoices, products, and sales orders between the tool and NetSuite. When an opportunity is won, the transaction happens in NetSuite. We must integrate these systems for a 360-degree view that our C-suite needs. It's an event-driven process with automation. When an order executes in Salesforce Service Cloud, it creates an order in NetSuite. We then need to tie back subscription IDs and order IDs to the solution.

The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions.

We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements.

Regarding stability, it's robust, with no noticeable data latency, whether we use external tools or Salesforce Service Cloud's in-house technology for data integration. Nothing stands out as a bottleneck to me.

I find Salesforce Service Cloud pretty scalable. Salesforce has taken care of a lot of custom needs by itself. I've been working with that cloud for a while now. For email marketing, they offer ExactTarget. For real-time sync, they have Heroku connectors. For AI-driven dashboarding, it has Einstein. If you want customized dashboarding and analytics reporting, it has Tableau. They're the market leader for CRM. Most of their services are scalable, as far as I understand.

I haven't used technical support extensively, but from what I hear, they respond to tickets on time.

Positive

Tools like Fivetran make deployment easier. They take care of many deployment issues—we just have to plug and play. It also makes the developer's life easier, as they don't have to build connectors or create schemas. We're also developing in-house capabilities for deployment by creating our own CI/CD pipeline for apps. We're trying to reduce our reliance on outside solutions or integrators, but we can still improve in this area.

The return on investment is high, but it depends on the company's size, data volume, and transaction volume. For companies that want to save time and ensure the reliability of their data and insights, paying the premium can be worth it.

Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions.

I rate the overall solution a nine out of ten. 

Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency. Organizations can leverage the integrated data for various purposes by integrating Salesforce with these systems. For instance, if a company’s user base is managed in an ERP system like SAP, Salesforce can access this data along with its inherent relationships. This integration provides sales teams valuable insights, such as customer types, business relationships, and past interactions. Consequently, sales professionals gain a comprehensive view of their prospects and customers, enabling them to make more informed decisions and improve their performance.

Our job is to listen to the client's needs and provide the best solution. We aim to present a packaged, commercially viable solution that minimizes customization. Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities. We encourage clients to use the out-of-the-box capabilities as much as possible. We would direct those questions to Salesforce's customer support or advocate if further clarification is needed.

It is very scalable because they are built on the cloud.

Deployment is straightforward, but there can be challenges related to data mapping and import. For example, specific fields in Salesforce might be mandatory, while the corresponding fields in the source system are optional. This discrepancy can make data mapping complex. These issues are more technical than business-related and need to be addressed as they arise during deployment.

ROI is good, but there are many challenges. Sales and marketing processes are not as simple as some IT challenges.

Salesforce offers a comprehensive solution that might appear extensive in pricing. However, potential customers need to see how it can benefit their business. Salesforce must demonstrate its value by helping small, medium, or large businesses improve operations and see measurable revenue benefits. Many large companies have already adopted it, but the focus should be on how it can provide a positive return on investment and drive growth for businesses of all scales.

To implement Salesforce Service Cloud, it's essential to have a clear and detailed project plan. If the requirements are well-defined and mapped out, the technical team can follow this plan to execute the implementation. However, the technical team may struggle to deliver the solution if the requirements are unclear. They need a comprehensive list of technical tasks and requirements to ensure they can address all aspects of the project. Without this clarity, simply knowing the business needs and high-level client requirements is insufficient for the technical team to execute the project.

If their business has the potential to scale or expand and generate more revenue. People have more time on their hands if many things are automated.

Overall, I rate the solution a seven out of ten.

We use Salesforce Service Cloud for customer service at an American apparel brand. It helps us handle customer questions and issues. Customers can contact us through chatbots or phone for order status or cancellations. If the issue is complicated, our agents step in to help.

The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels. 

Salesforce Service Cloud constantly evolves with quarterly releases that address feedback and introduce improvements. Updates are regularly published publicly to keep users informed about the enhancements. This continuous improvement cycle ensures that the product stays updated and resolves ongoing issues, improving it with each iteration.

We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process.

The solution's omnichannel routing feature is difficult and tricky to manage.

I have been using the product for three years. 

My company has more than five customers. 

The ease of setting up and deploying Salesforce Service Cloud depends on the features you're utilizing. If you're focusing on basic functionalities like case creation and case lifecycle management, it's relatively straightforward. However, complexity increases as you delve into additional features like omnichannel, managing multiple agents, using multiple territories, etc. The more you add, the more intricate it becomes.

The solution is priced at 50 dollars a month per user. 

Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup.

Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements.

I rate the tool a nine out of ten. It is one of Salesforce's best products. 

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.

It allows you to store all your customer data and manage your business.

Reporting could be improved.

I have been using Salesforce Service Cloud for nine years.

Stability works fine. I've never had any issues.

It's been used by multiple organizations on the cloud.

Salesforce Service Cloud and Power BI serve different purposes. Salesforce is a CRM platform designed for customer relationship management, while Power BI and Tableau are business intelligence tools used for data visualization. Salesforce facilitates customer registration and management, integrating with other platforms to provide a comprehensive view of the customer.

The initial setup is straightforward.

I rate the initial setup a five out of ten, where one is difficult, and ten is easy.

I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.

I advise making sure it integrates with other platforms, which will cost money and leverage the technical support.

Overall, I rate the solution an eight out of ten.

I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US.

In the aforementioned project, different cases were arriving, including Email-to-Case and Web-to-Case, which were captured using Salesforce Service Cloud. Later on, Omni-Channel was used to assign cases to varying queues or users. Following the aforementioned step, the cases will be allotted to entitlements and milestones. I also have knowledge regarding the work orders and all the basic objects of Salesforce Service Cloud like account contact. 

The application of the solution depends upon the customer requirements in our company. Salesforce Service Cloud is primarily used to setup the sandbox. At our company, I am a developer, and initially, a sandbox is provided to us. Then, utilizing the sandbox, packages need to be installed, user setup must be completed, and configurations and customizations must be made using Flows and Process Builders. 

The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce.

For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur. 

I have been using Salesforce Service Cloud for three years. 

According to my experience in production with Salesforce Service Cloud, there are minimal chances of system failures. When the vendor implements enhancements, improvements or any bug fixes, in such cases all users are notified beforehand through an email or SMS. So whenever there are chances of the server going down, the vendor of Salesforce Service Cloud conveys it and I haven't witnessed any sudden slowdown in the solution. 

Scalability should be managed using the best practices or guidelines of Salesforce whenever a professional is working with any cloud environment with a multi-tenant architecture.

The out-of-the-box and other automation features of Salesforce Service Cloud should be leveraged in majority of cases for having an easier and faster access to data which contributes to scalability. Suppose there are 10,000 users, the performance for all the user-ends can be checked using the Salesforce environment to determine the scalability percentage and debugging tasks can also be implemented. 

Sometimes the customer support is not satisfactory. If you are dealing with production using the tool and a ticket is raised by you addressing any issues, a response is expected within a couple of days. But if a professional is facing issues on the sandbox end with a Dev copy, full copy, or partial copy, it can take an entire week or a couple of weeks altogether to get a response. I would rate the customer support as seven out of ten. 

Neutral

I don't think the solution offers an easy setup. The setup complexity depends upon the organization for which it's being implemented. It needs to be checked if a customer is using a CI/CD pipeline involving continuous integration and deployment. I prefer using a couple of tools like GitHub, Bitbucket, and Bamboo, which are generally used by any large organization.

In Salesforce, in our company, we have changed what comes out of the box. Thus, deploying Salesforce Service Cloud with Change Sets is quite easy. A drawback of Change Set is that deployments are limited; therefore, in our organization, the DevOps of CI/CD pipeline is used. 

One of the pipeline setup for the solution using GitHub took me around four to six weeks. The number of deployment professionals required depends on the size of the project, number of users and detailed client requirements.

For instance, if an agile model is being followed and there are four requirements in a single sprint, deployment will be quite easy in that case. But if the deployment is carried out on a quarterly or half-yearly basis, there will be a huge set of components that need to be deployed for which a dedicated DevOps team will be required and a single professional won't be able to carry out the deployment for Salesforce Service Cloud. 

Maintenance of the solution is easier than development or deployment. When a customer of our organization reaches out to me regarding some bugs, log-in issues, or any other problem, maintenance for all such issues is not easy.  

The Salesforce Service Cloud in our organization has helped save time. 

The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product. 

Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders.

As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution.  

There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports. 

For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes. 

AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten.

I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled. 

Our main use cases for Salesforce involve order submission and managing the shopping cart. Additionally, we utilize various modules, including the Salesforce Service Cloud, for our online channels. The platform is instrumental in submitting orders and seamlessly integrating them into downstream systems.

Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details.     

I'm not deeply engaged with this team, so I don't have extensive experience with it. I haven't used it much yet, so my experience is limited.

I have been using Salesforce Service Cloud for two years.

Salesforce operates on a metadata-driven architecture, not a microservices-based one, which limits its scalability. I would rate its scalability at a 7.

I've only been with the company for a few months, and I'm not familiar with the support.

The suitability of Salesforce depends on the specific use case. Salesforce offers a wide range of functionalities, including campaigns, e-commerce, and more. Broadleaf, on the other hand, is specifically designed for e-commerce. The choice between them depends on the company's needs and preferences. 

Overall, I would rate it 7 out of 10. 

I handle just the end users, so I get everything done, starting with meetings, emails, and everything else using contacts.

My boss gets a good view because now I can share everything with him at work, specifically since he can see everything that I do currently. As a whole, I don't think it changed much in my life, to be honest with you. When you are considering the visibility and all the team working together, I can say that it helps a lot.

I don't think I mostly use the tool. I control the tool to use opportunities and get details to send emails. In my mind, I don't really like the tool, to be honest, since it doesn't help me much. I can do everything I do in Salesforce Service Cloud elsewhere at a cheaper rate. In terms of visibility to my boss and the team, it does help a lot. Everyone can see what you are doing. I mostly use it for logging in, calls, meetings, and everything else while making sure we have everything filled up so that everyone can track what we are doing with a customer.

I have seen that I could benefit a lot from the tool if it was more flexible in creating and dealing with reports. It is kind of a struggle to get a report that shows something you want it to show. At the end of the day, the reporting part is very poor. There is a lot of ground to improve in the area of reporting. I know there are several other different levels of the tool's usage. The reporting part is quite poor. Everything I want to see on how I did something is hard. It is also hard to extract data and create a report outside. It helps a lot but is hard to handle once the data is in it. The struggle to get the data out of the tool or even to use it the way you want can be difficult. You have to use the data in the way Salesforce wants you to use it, and so you have very little flexibility.

I have been using Salesforce Service Cloud for three to four years. I am the solution's customer.

It is a pretty stable solution.

It is a scalable solution. Scalability-wise, the tool was transparent for me. It worked seamlessly. I don't have to bother with any of the scalability parts in the tool, so it was great for me.

My company's IT team contacts the product's support team.

Neutral

I don't recall the names of the products I have used since I used many of them around twenty years ago.

Compared to the other products in the market, when it comes to Salesforce Service Cloud, you don't have to be bothered about anything since, in the tool, everything is done behind the scenes, and it basically involves a plug-and-play process, making it easy to use. I would say it is hard to customize. Comparing overall expectations, I feel it should be easier to build reports in Salesforce Service Cloud. Overall, it is a great tool compared to what you get in the market since you don't have to be bugged with anything behind the scenes.

I didn't take part in the initial setup. I just received my account, and it was ready to use.

Our company's local team managed the product's deployment phase.

Supposedly, the tool is worth one person working a month at an average level. It should cover the benefits, considering the amount of money one pays for it. I think it offers huge benefits. For every dollar I put in the tool, I don't get to save ten dollars, and it is probably one and a half dollars. You can get a fifty percent return on investment.

Currently, I would not prefer to work with the products offered by other vendors because doing so would impact our infrastructure. Migrating to another tool would have a big impact on our company.

I have personally not used any automation functions within the tool to enhance our company's service delivery. Someone on our team does the automation part for us.

I would recommend the product to others since it is an overall good tool. It is easy to use, and anyone can log in from anywhere.

As a user, I rate the tool a seven to eight out of ten.