Salesforce Service Cloud Reviews

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.

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.

I have used it several times for past employers and clients. The most recent was a medical device firm that needed to document issues reported by customers regarding the use of their products.

It's all cases the solution was the first of its kind in the environment (it was previously manual). To be fair, just about any system would make an improvement in that situation.   What made SFDC particularly useful was the ease in setup and the ability to quickly refine it.

The most valuable feature was the ability to quickly add customizable fields (and by quickly, I mean in less than two minutes) that were easily incorporated into the existing framework.   

The system was remarkably easy to understand which made the setup quick. This is important because it gave us the ability to get started quickly.

While there is extensive reporting in the system, there is not always a direct route to get what you are looking for. There are plenty of tools in the market that provide those capabilities. I would just prefer it if there were an SFDC option.

I have used many different solutions, but I have not switched to SFDC from them (this is not a knock on SFDC, but more of a situation where the other systems did their jobs).

The answer to this question will vary greatly depending on the firm's requirements and available resources. For example, will out-of-the-box SFDC work? Do you require additional apps or is there a plan to customize? The best advice I can give you is to spend time upfront to nail down short and longer-term needs.

The most recent two were a choice between native ERP (Epicor) functionality and SFDC. These were the only two reasonable options because built-in compatibility with the ERP was a condition.

When looking at SDFC, take a look at the whole ecosystem.

• 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.

• UI
• Easy to build
• Standard features
• Ability to customize

• Collaboration using Chatter
• Reporting using Wave Analytics
• Call center
• Case Feed
• Console

Avoid customizations as much as possible.

I've used it for over four years.

No, it's very easy especially if Standard functionality is used.

They're very good.

Initial set up was done using Standard features and hence it was very simple.

We did it in-house.

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

• I would like better tracking of cases with SLA overdue (including "soon overdue").
• Emailing from the product has its limitations.
• In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below:

• No ability to paste pictures from clipboard.
• Adding in-line comments is not easy.
• I would like them to add a button such as "Send email and mark case as pending customer info".
• No embedded management of out of office auto-replies.

I've used it for one year.

There were no issues with the deployment.

There have been no issues with the stability.

There have been no issues with scaling it.

8/10

8/10

The complexity of the setup was in-between. There was some complexity.

It was done mostly in-house.

You should use a vendor for best practices and to stay in the spirit of Salesforce, as opposed to distorting the product.

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.