Salesforce Service Cloud Reviews

The customer call center and the Salesforce people wanted to check the status of delivery, but the delivery fulfillment is happening in ECC. To cut response time, we enabled a button that fetches all the relevant info from ECC and pass it on.

It's very user-friendly and is easy to navigate.

The pricing of the solution can be less expensive. 

I have been using Salesforce Service Cloud for six months. 

The stability is a ten out of ten. 

Eight people are using the solution at present. 

The initial setup is straightforward. 

Overall, I would rate the solution a nine out of ten. 

We use Salesforce Service Cloud for lead management and opportunity management.

The pricing for what Salesforce Service Cloud offers is not great.

I have used Salesforce Service Cloud for a few years.

Around 70 users are using Salesforce Service Cloud in our organization.

The solution's technical support team resolved our issues reasonably fast.

We previously used Oracle Fusion.

Salesforce Service Cloud’s initial setup is straightforward.

The solution's deployment took a few weeks. We implemented the solution through a consultant. A small team was involved in the solution's deployment, and it was relatively easy to deploy.

We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive.

I am using the latest version of Salesforce Service Cloud.

Overall, I rate Salesforce Service Cloud a six out of ten.

The strongest use case has been warranty and warranty case management, as well as some repair services.

The reason why most businesses are so happy about Salesforce Service Cloud is that it covers all the bases for the product. 

It is very customizable, which is great for IT, but for the best part, they love it because they can get any of the features implemented. 

So, this is a general advantage of cloud systems: that you have good performance, ease of use, and a customizable system.

There is room for improvement in pricing.

I have plenty of experience using this product. I have historically worked with Salesforce. So, I have been with Salesforce since 2017. 

It is very stable. That's one of the advantages. It is what you pay for. You pay a fortune for Salesforce products. It's a web-running stable solution that we can customize, but it's also very expensive.

It is a very scalable solution. We work with medium-sized businesses.

If you have paid for the service report and hotline and everything, then you have an excellent report for the support. It's a matter of the assurance agreement. 

I have never experienced bad support if you're paid for it. 

So, generally, it's a good service. If you're buying a premium product, you can buy premium support. You also get it premium.

Positive

It's a cloud tool, so it is easy to set up.

Moreover, if you have a tool that requires some data load maintenance is required. Generally, Salesforce is very easy to work with.

The price is too expensive.

Overal, I would rate the solution an eight out of ten. 

We use Salesforce Service Cloud for CRM.

The most valuable feature of Salesforce Service Cloud is its ease of use.

Salesforce Service Cloud's report functionality could be improved.

I have been using Salesforce Service Cloud for ten years.

I rate Salesforce Service Cloud a seven out of ten for stability.

About 2,000 users, including salespeople, operations, and executives, are using Salesforce Service Cloud in our organization daily.

I rate Salesforce Service Cloud ten out of ten for scalability.

I previously used Oracle Sales Cloud.

I rate Salesforce Service Cloud an eight out of ten for the ease of its initial setup.

We implemented Salesforce Service Cloud through an in-house team.

I am using the latest version of Salesforce Service Cloud.

Salesforce Service Cloud is deployed on-cloud in our organization. I would recommend Salesforce Service Cloud to other users.

Overall, I rate Salesforce Service Cloud an eight out of ten.

The OOTB skills functionality is the most valuable feature for us.

It has streamlined workforce management, scheduling, etc. for the company's current business case. More specifically, I can only speak for my clients, but their call centers have dramatically improved from their legacy system to the new Service Cloud console. I know in the past year, we've seen substantial ROI in major healthcare companies.

The workforce management could use improvement as my client wasn't happy with the scheduling engine. The workforce management, particularly a third-party vendor, we didn't have much success with. They had never done an integration with Salesforce and we we're working specifically with another third party just to implement their field services organization.

I've used it on my current project for three months.

Deployment was not an issue. The product wasn't the issue, it was more so the implementation as a whole.

There were no issues with the stability.

There has been no issues with the scalability.

The issues, as with every implementation, is the change in the nature of the beast. We have clients that have been on a legacy system for 10-15 years and they are not ready for change. They also think their system is the most efficient "machine" on the market. So the change in culture has to be the most substantial bottleneck. Then you are in the growing pains stage, where your client absorbs this system, but they decide to take automation to a whole new level, like automatically fax from a computer with WiFi. The asks are endless, which is understandable because at this point, they appreciate the system, but they don't understand the limits. 

• Contact tracking
• Knowledge Base
• Analytics

Through the use of the Knowledge Base, which we translated into 13 languages, we where able to increase our support reach to our customers. This included an increased support level not only for those customers whom we served directly via other channels (phone, email, and chat), but this also extended our reach to those customers whom we could not support directly (those who spoke Japanese, Korean and Russian, for example).

The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales. There is a lack of flexibility to process an email (not web-to-case contacts) as a contact. This might take an entire rewrite of the approach or a purchase and integration of one of the competing email processing apps (which will go un-named, but you know who I mean).

Having said that, Salesforce is always improving, I am constantly amazed at the way they listen to their customers and (eventually) move innovations suggested by the field into their products.

I've been using it since 2006.

We had no problems with any of these phases of the project. Design and deployment took six months.

I can’t remember a time we were down unexpectedly.

We scaled up from five contact centers to 14, and added support features like chat and more translations of the Knowledge Base with ease.

I would rate the support received from Salesforce of the highest caliber. They are very responsive and helpful. They even sent a Product Director on-site to work with us on a particularly difficult issue.

The CRM product we used was not integrated across sales, marketing or support departments, nor was it integrated across borders (Europe and the US used separate instances). Just before the transition to Salesforce, that previous company reduced support to pay only and that was the final straw for us.

With the help of Salesforce Professional Services, our design, development, training and deployment took six months from the decision to implement to a final training day across nine cities worldwide. Salesforce has a very effective methodology for this process and is willing to help as much or as little as needed.

We used a Salesforce Professional Services team and had both an internal and a contract Project Manager. One huge advantage is that we had an overall business process owner who acted as a go-between, communicating with all of the teams Salesforce, sales, marketing, support, IT, finance and corporate management.

Our ROI figures are proprietary. What I can say is that the biggest ROI value comes from the intangible benefits (which the financial people have to figure in the spreadsheet). One factor was the ability to reach customers whom we could not directly support (see the discussion of the Knowledge Base above). Another was having a single source of truth for Customer Data, used by all departments, sales, support and marketing. The ability to identify product problems early and quickly by analyzing our contact data meant that we solved any product problems rapidly before those problems affected sales volume. Agent productivity and satisfaction also increased. The agents had direct input to the design and any enhancements to the system. We used a process of continuous improvement with regular updates. They “owned” the system and were happier and more productive as a result.

Appoint a business process owner who will “own” the implementation. This person needs to be totally invested in the success of the application, not only in their own department, but across all departments that will be using, or be affected by, the system. This includes IT and finance. Involve the users of the system in the initial design. They are the ones that will have to use the tool, and they know best what is easy and what is hard to do. When you incorporate their design suggestions, give them public credit, “Ed, this is the feature you suggested”. That gives them pride of ownership and may turn detractors into advocates for the system. Become very friendly with your IT Director. As a team you will be able to figure out the best upgrade and expansion strategy, cost saving strategy, and bug fix/feature enhancement process. You will also have an ally with whom you can present your cost justifications and enhancement requests to management.

The standard case management features such as case teams, case queues, and approval processes are useful for various use cases, such as service organizations, call centers, support teams, etc.

Service Cloud provides a best-of-breed cloud-based case management and call center solution. It's cost-effective, easily configureable and maintainable, and simple to learn and support.

I'd like to see a better UI/UX. It also needs more competitive pricing on the Service Cloud feature licenses.

I've used it for three years.

There should be no issues with deployment so long as best practices for Salesforce deployment are followed. I haven't seen any major issues with deployment.

Deployments become more complex when they involve heavy custom development, but for a configuration-based solution, it is very simple.

Stability is never an issue with the Salesforce platform.

Scalability is never an issue with the Salesforce platform.

Salesforce's customer service is great.

It's great, but I recommend Premier+ support for quick turnaround on issues.

As a SaaS product, Service Cloud is very easy to set up by someone with Salesforce administration skills. There are some features and functionality that are unique to Service Cloud, so it's best to have a certified ServiceCloud Consultant

Whether using a vendor or having your internal team set up the system, make sure that a certified Service Cloud consultant is involved in the analysis and solution-ing of the product, even if you are only using the basic Case functionality through a Sales Cloud license as opposed to a full-fledged Service Cloud feature license.

Great ROI on this product, especially if you keep implementation and maintenance costs low through configuration and declarative functionality as opposed to custom code. Basic Case features are available through the standard Salesforce Sales Cloud licensing, and more advanced features such as the Service Console and CTI integration capabilities are available through a Service Cloud feature license.

Try to align your business processes to the native feature sets in the product as much as possible by using the configuration and declarative functionality instead of customizing the solution using code.

Not only will the initial implementation be quicker, ongoing maintenance and support will be cheaper and easier as well.

There are several Case Management and Call Centre solutions, but the Salesforce product is considered a best-of-breed solution, and is a leading industry product. Compared to Siebel and other case management solutions, Service Cloud is more cost effective and easier to configure.

The built-in, ready-to-go package of case management, email management and social media management with a knowledge base helps to speed up the implementation time. I can have a new service center operational within a few days if needed, although more complex implementations still may take much longer.

The most important feature though is the platform’s upgrade approach. There is never a need to install an upgrade. The upgrades are applied automatically three times a year, and every customer is always operating on the latest version of the software.

As a consultant, I have seen the implementation of Service Cloud reduce contact center handle times by minutes per call, which can translate to millions of dollars in savings for large operations. The cloud infrastructure helps to speed up implementation time and accelerates how quickly you can release new features to users.

For most contact centers, it will improve overall uptime performance, but it is important to ensure a good quality internet connection for all users. There is no way to access Service Cloud if you lose your public internet access.

My clients have raised concerns with the knowledge search algorithm. Sometimes it seems the most relevant knowledge articles are not the ones that are returned in the search results. Salesforce has made substantial strides to improve on this over the past few releases.

Salesforce is rolling out a new user interface called “Lightning Experience” which is not yet available for Service Cloud. I would like to see it fully rolled out to Service Cloud, which they do plan to do.

Seven years as an implementation consultant.

There are elements of Service Cloud which cannot be smoothly migrated from sandbox environments to production, leading to manual steps in a deployment.

For example, translations have to be manually applied in production, and on-demand email-to-case must be set up directly in production.

I have had mixed experiences with standard technical support over the years, so I would highly recommend considering buying premium technical support to enable skipping of the first line of tech support.

I have worked almost exclusively with Salesforce for the past several years because Service Cloud is the solution all of my clients have been buying. I previously worked with RightNow, which is now Oracle Service Cloud. But I found the upgrade process with RightNow to be problematic, leading to customers getting stuck on out-of-date versions of the product.

Companies already using Salesforce for other CRM functions will find Service Cloud implementation to be straightforward. If a company is migrating to Service Cloud from an on-premise solution like Siebel or SAPCRM, the biggest change is getting adjusted to life with a cloud platform.

The support model needed is different with Service Cloud. There are no servers to maintain or patch, but there must be a plan in place to evaluate and prepare for the three yearly upgrades and to prepare users to take advantage of new features as they are released.

I am an implementation consultant, so my advice would be to consider using an implementation consultant for your first release, but have a plan in place to transition in house over time. Make sure your implementation consultant partner is certified and follow up on their references. Use them to educate your in-house team during that first implementation.

Anyone can learn Salesforce if they have prior CRM experience, so make sure your in house team gets involved in the implementation and takes ownership. At some point the consultant will leave, and then you must be able to take over.

The best time to negotiate the price is at the very beginning. Since this is a subscription model, you will be paying for it indefinitely, and it’s easier to negotiate the rate down from the beginning.

Also, have an exit strategy in place to transition off of the platform should you not be happy with license negotiation during future renewals. It will give you more leverage during those negotiations.

Anyone can sign up for a free “developer org” to play around with the product. Get hands on with it and get comfortable before making a purchasing decision. The Salesforce Trailhead program provides free online tutorials to learn about all the features of Service Cloud.

Also, consider attending the annual Dreamforce conference to learn how other companies are using Service Cloud and to get advice from them.