Salesforce Service Cloud Reviews

Our customers have different use cases. One company in the B2B sector specializes in HVAC and EC systems. They utilize Service Cloud to address customer requests, such as warranty-related issues. Customers can interact with Service Cloud to generate cases for their problems, and the entire case management process takes place within the platform.

Another scenario involves banking customers who use Salesforce Service Cloud. They leverage it for various purposes, including handling inquiries related to loan applications or service requests to enhance their overall customer service.

Lastly, insurance providers also find value in Salesforce Service Cloud. When a customer is onboarded, they can use the platform to raise questions or seek resolutions regarding policy entitlements or other related matters. These are some of the primary use cases.

Service Cloud offers almost all the features that service professionals and teams need. It's rich in features.

Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.

Furthermore, it offers the flexibility to generate cases through various mediums like Twitter, Facebook, and email, catering to your customer's preferred communication method. Once a ticket is generated, you can categorize it automatically, leveraging hands-on discovery if you have the appropriate license or manually categorize it. To route the case to the correct agent, you can utilize both hands-on discovery and custom algorithms or coding tailored to your department's needs.

To help all these agents, the  solution provides service console for agents, which displays all pertinent information required to resolve the case efficiently. Notably, we've introduced a new feature—soft phone integration, where agents can receive calls using Computer Telephone Integration (CTA) or make outbound calls to customers.

Furthermore, Service Cloud includes a knowledge recommendation feature. If an agent encounters a customized issue or case and is seeking a resolution provided by another agent, they can access the knowledge management system, which employs machine learning algorithms to retrieve relevant information. These are some of the key functionalities of Salesforce Service Cloud.

One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time.

The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.

I've worked extensively with it for two to three months, gaining valuable experience during that time.

There have been no reported issues on the stability front. It is a highly stable solution.

It is a highly scalable solution. We primarily have enterprise clients.

There's no installation required as everything is on the cloud. Salesforce has been a cloud-based company since 1999.

It's just complex when you're trying to customize it. However, for the end-users, it remains user-friendly. Customization processes and internal aspects have become more intricate. So, it's challenging for those involved in customization but not for the end-users. 

It is difficult to implement it. It requires a certain learning curve to implement it. 

Salesforce is not a cheap product. It can be expensive. When you purchase a Salesforce platform license, it includes sales, service, and platform licenses all together. While it's cloud-based, there are additional costs. It may seem costly, and sometimes clients opt for alternative providers. However, if it's not bundled, other vendors like Duo or Gen might be considered for their service requests.

Overall, I would rate the solution a nine out of ten. The advice I'd offer is applicable to any platform, not just Salesforce. Prospective users should conduct thorough research and have a clear understanding of their expectations and desired features before implementing the product. 

It's essential to be clear about what they want to achieve with the system. For instance, if they plan to handle customer requests, they should have a well-defined process in mind. The key is to make the most of Salesforce's features to maximize the benefits, rather than using it solely as a record-keeping system.

The complexity arises because Salesforce has grown significantly as a platform, and this complexity applies to all its offerings.

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. 

Our use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects.

The centralized infrastructure offers significant advantage.

The most valuable aspect is its integration capabilities, particularly with our internal systems. The platform seamlessly connects with our in-house integration tool. The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.

Occasionally, individuals face difficulty accessing information that seems to be unavailable to them. The main concern for me revolves around the speed of certain integrations. Occasionally, there's a delay of a few minutes for data to synchronize.

I have been working with it for six months.

I have never encountered any stability issues with it. I would rate it ten out of ten.

About a thousand employees utilize it on a daily basis. Currently, we are in the process of reviewing everything, and there's a possibility that we will start using it more extensively in the future.

There are approximately eight to ten people involved in the maintenance tasks.

Regarding the return on investment, there is an observed improvement in speed compared to the previous process.

I would recommend ensuring that you have access to demos or a practice system to verify that Salesforce Service Cloud is user-friendly and meets all your requirements. Overall, I would rate it eight out of ten.

We use the solution for ticketing, marketing, and sales purposes. It is also used for generating leads, converting them to opportunities, and completely managing sales. It captures every lead it encounters, and complete tracking can be available there. It's a good tool for the marketing and sales team to build their business.

Salesforce is also used to resolve tickets or grievances. Suppose an organization with thousands of customers chooses Salesforce as a platform. To service those customers, grievances or tickets would be assigned in the solution. From there, there would be the next stages of assigning the ticket, like L1, L2, AND L3, to the different teams in the organization.

Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security. Salesforce Service Cloud is a good tool for managing customer CRM.

The solution’s user interface could be improved and enhanced.

I have been using Salesforce Service Cloud for one year.

I rate the solution ten out of ten for stability.

I rate the solution’s scalability ten out of ten.

The solution's technical support is customer-friendly and knowledgeable.

We take subscriptions for the solution. From the subscription, there would be a set of people installing the tool based on the company's requirements. There would be some technical people deploying the solution for us. Also, Salesforce provides assistance and support based on our requirements.

Salesforce Service Cloud is actually a good tool. Every customer needs a quick response because the customer is ultimately what every organization needs to serve. Only when customers are satisfied can we get more results. That is how our organization can also have good feedback and work.

Every customer contacts us via phone, and every call cannot be monitored. Salesforce captures everything, including leads, and quickly responds so that customers feel satisfied by the issues being addressed. Based on the escalation metrics, the issues would be closed within one, two, or three days.

The solution provides good integration. It is a tool we use without coding, and it works well. The solution has a single user for one branch. Salesforce Service Cloud is a user-friendly and flexible solution that provides good accessibility and security. The login and integration part is also good from system to system.

The solution's artificial intelligence capabilities are good. I would recommend Salesforce Service Cloud to other users because it is a good CRM software.

Overall, I rate the solution ten 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.

With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery. They can also know whether our inventory is available.

The solution's integration with the main ERP is a little cumbersome. We need to spend a lot of time developing the interface. Salesforce needs to come up with some solutions that small companies can also afford.

I have been using Salesforce Service Cloud for eight months.

I rate the solution’s stability a nine out of ten.

Our clients for Salesforce Service Cloud are usually enterprise businesses.

I rate the solution a nine out of ten for scalability.

Sometimes, the technical support team takes time to respond to our queries.

Neutral

The solution's deployment takes around two to three months for our business. However, it is a ready-made solution that you can implement in a month.

On a scale from one to ten, where one is difficult and ten is easy, I rate the solution's initial setup a six out of ten.

We have seen a return on investment in terms of cost savings, operational efficiency, and time savings with the solution.

Only enterprise businesses can afford the solution, and small companies cannot afford it.

On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.

Overall, I rate the solution ten 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 used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases. Salesforce is making good deliveries of Einstein products, which is the artificial intelligence of Salesforce.

The solution could continue improving its artificial intelligence capabilities.

Around 20 people were involved in the solution's deployment.

Salesforce Service Cloud is a bit expensive.

I would recommend the solution to other users.

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