Salesforce Service Cloud Reviews

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.

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. 

Neutral

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.

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.

We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.

The interface is quite user-friendly. Anyone can use the software. It's very easy to pull up Salesforce to work or see if there has been any progress on our deals. The option to download the registered deals into an Excel sheet has enhanced our customer experience. There's a feature where we can mention the timelines of each milestone. As the milestone is achieved, it turns green. It gives us a notification. It improved our customer support and service operations.

The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.

I have been using the solution for three to four years.

The tool is pretty stable. I rate the stability a nine out of ten.

Our organization is huge. We have 125,000 employees. Around 20,000 employees use the product in our organization across the globe. The tool is scalable. I rate the scalability an eight or eight and a half out of ten. The tool grows as our business expands.

We get support whenever we need it.

Positive

I rate the ease of implementation a six and a half out of ten. We had to integrate it with a lot of other products. We had to build some custom APIs. They were not available out of the box.

The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.

We also used Oracle for a short duration.

I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.