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PeerSpot user
Salesforce Developer at a tech services company with 51-200 employees
Consultant
The Live Agent capability connects us to our customers or website visitors through web-chat, and the KB articles provide us with support without raising a case.

Every aspect of the product has great security boundaries. As per my view, this is the greatest way to maintain a application.

  • Case Management
  • Providing support for our issues by raising a case
  • Case handling process by their support team is very nice of course, sometimes there is a delay
  • We have worked on it in two of our projects

Integration with social media sites such as Facebook and Twitter

Nowadays, social networking is more popular, so, it is a nice feature to be able to respond to our customers through Facebook and/or Twitter

Service contracts and Entitlement Management

  • Agreements between customers and organization. This is one of the best features provided by Salesforce.
  • We can track agreement information, such as the warranty, easily before providing our support.
  • We know whether the customer is eligible for support or not in advance.

Knowledge articles

  • This is also one of the best features provided by Salesforce, which I like most.
  • We can get support without raising a case by looking in detail at the explanation about the issues using the KB articles.
  • Total article management cycle is well established. (Create-Assign-Publish/Schedule-Update-Archive-Delete)
  • Rating the articles is very helpful as it helps determine which articles are very useful.
  • By maintaining the data categories we can categorize the articles easily.

Live Agent capability

This is very useful application for connecting to our customers or website visitors through web-chat.

Communities and Portal Management

This is also a good feature provided by Salesforce to collaborate with outside people.

Open CTI

It's third-party computer-telephony integration (CTI) system is helpful in maintaining a CRM call center application in Salesforce

Some areas which needs to be improved are:

  • Most of the applications are third party applications which we have to install through App-Exchange (some are paid ones).
  • Most of the features we have to enable by contacting the Salesforce support team (I don't know why).
  • It would be great it we have more out of the box functionalities, meaning less code yet more customization.
Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
it_user332889 - PeerSpot reviewer
Sr. CRM Systems Analyst at a computer software company with 501-1,000 employees
Vendor
It allows for collaboration as it tracks and shares everyone's input. But while initial set up can be a non-event, most businesses would need complex customizations.

What is most valuable?

For us, the Force.com platform is the most valuable feature.

How has it helped my organization?

It's a great tool for collaboration because it can track and share everyone's input. You can also configure workflow rules to enforce process.

For how long have I used the solution?

I've used it for over five years.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

It depends on your contract with Salesforce. There is a lot of information from the user and developer community that does not require a support contract with Salesforce.

Which solution did I use previously and why did I switch?

I used to use Clarify/Amdocs.

How was the initial setup?

The initial set up can be a non-event. However, most businesses would need complex customizations.

What about the implementation team?

I have done it both in-house and with a vendor.

What was our ROI?

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well-defined.

What other advice do I have?

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well defined.

Disclosure: My company has a business relationship with this vendor other than being a customer. Partner

PeerSpot user
Buyer's Guide
Salesforce Service Cloud
July 2025
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: July 2025.
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it_user332844 - PeerSpot reviewer
IPO Business Partner for Marketing at a manufacturing company with 1,001-5,000 employees
Vendor
Features such as pipeline management and custom objects has improved our productivity, but I'd like to see a more powerful campaign function with BI integration.

Valuable Features

  1. Pipeline management
  2. Reporting and dashboard
  3. Custom objects

Improvements to My Organization

A custom community helped us to build a T2 channel partner community, which has bidding and price approval features. It also improved our productivity compared to our competitors. It doesn't require too much coding.

Room for Improvement

In the marketing part, I want to see a more powerful campaign function with BI integration.

Use of Solution

I've used it for eight years.

Scalability Issues

The governor limits are a headache sometimes. We have to either find a workaround or ask Salesforce to improve the limits.

Customer Service and Technical Support

Customer Service:

7/10.

Technical Support:

7/10.

Initial Setup

It depends. If the business role, process, security rule are already there and quite complex, or volume of data need to be migrated are quite high, it will be complex. Lots of things need to be considered.

Implementation Team

With the vendor. If you start from scratch, you'd better work with a vendor team. Then you can either develop your in-house expertise during the project implementation, or hire someone in marketing who has the skills.

Pricing, Setup Cost and Licensing

Our users are satisfied with the product, and they spend less time on this tool, but create more opportunity and other data.

Have a discussion with a sales consultant from Salesforce and they will give you proposal regarding your requirement/company size, etc.

Other Solutions Considered

With the consideration of cost, platform extendability, and performance, Salesforce was finally chosen.

Other Advice

It is a quite a good product. If you are going to replace your existing on-premise CRM with a new cloud solution, don't hesitate to call them. But it has limitations as well. Work with a consulting partner, they will help you to boost your productivity.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
it_user317994 - PeerSpot reviewer
Systems Engineer Cloud at a tech services company with 10,001+ employees
Real User
It gives a 360 degree view without any gaps, allowing us to serve our customers and increase their satisfaction.

What is most valuable?

  • Sales Automation
  • Service Console

How has it helped my organization?

It gives a 360 degree view without any gaps, while serving the customers, which in turn, increases customer satisification.

What needs improvement?

Already, Salesforce is on the correct path by moving things towards Android, and iPhones. It also needs a faster and smoother UI.

For how long have I used the solution?

I've used it for four years.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

No issues encountered.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Customer Service:

10/10

Technical Support:

10/10

Which solution did I use previously and why did I switch?

I've not used any other solution.

How was the initial setup?

It's straightforward, with supporting documents, customer care, and tech support available if you meet any issues.

What about the implementation team?

We did it in-house. I would advise you that before starting the implementation, you go through the implementation guides.

What was our ROI?

ROI is satisfactory.

What's my experience with pricing, setup cost, and licensing?

Pricing and licensing is done per number of users.

Which other solutions did I evaluate?

From a startup, marketing/sales/service can implement this product to increase productivity and customer satisfaction.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
PeerSpot user
Head of Business Development - Automated Marketing Systems at a marketing services firm with 51-200 employees
Vendor
It allows management to make accurate forecasts of sales by the end of the month, quarter, and year.

What is most valuable?

  • Reporting
  • Forecasting
  • Adding document templates
  • Email tracking
  • Integration with Marketo

How has it helped my organization?

Salesforce provides a really good overview of the pipeline and the stages of each sale. This allows management to make accurate forecasts in terms of what will come in by the end of the month/quarter/year.

What needs improvement?

They need to improve the email integration with Outlook. At the moment the plugin is very unstable, and crashes from time to time. The only other option is to include a Salesforce email address into BCC, which isn't convenient.

Also, I’ve not checked for a while, but for a long time Salesforce didn’t have a very good mobile app, at least not for Android. If they could build a proper one with the same functions as the desktop version, that would be really cool!

For how long have I used the solution?

I've used it for four years in total.

What was my experience with deployment of the solution?

No, but I wasn’t the one conducting the deployment.

What do I think about the stability of the solution?

Other than the occasional slow response, which was probably caused by bandwidth problems on our end, the system was always robust and stable.

What do I think about the scalability of the solution?

Not really. As our organization grew, we were able to add more users to the system without any issues.

How are customer service and technical support?

Customer Service:

I’ve never had to use it, so I couldn’t tell you.

Technical Support:

It’s pretty good. I’ve not had to use tech support as such, as I’ve found all of the answers to my questions on the Salesforce community forum.

Which solution did I use previously and why did I switch?

Previously we used a very old CRM system called Goldmine. We switched because Goldmine offered no reporting tools whatsoever. The managers, to get an overview of the deals that were due to close that month, had to have a daily check with every member of the sales team, and then compile a list of deals closing that month. Also, the interface of Goldmine wasn’t really that great. The entire system was becoming too primitive for our organization as it grew.

How was the initial setup?

No, nothing complex about the initial setup. I registered the account, and started using it.

What about the implementation team?

We had an in-house consultant who did all of the implementation, and customization of Salesforce for us.

What was our ROI?

It's hard to tell, as the biggest ROI was the time saved in terms of reporting, ease of creating views and reports, generating quotes, and monitoring the progress of every sales cycle.

What's my experience with pricing, setup cost, and licensing?

We had an enterprise site license, so it covered all of the users.

Which other solutions did I evaluate?

No, not really. We had known about Salesforce for while, so when the question was raised that we needed a new CRM system, Salesforce was chosen by default.

What other advice do I have?

It’s a great product, highly customizable and flexible. My advice is do it, but make sure there is someone either from Salesforce or one of your own IT guys, who can customize the system for you.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
reviewer2396229 - PeerSpot reviewer
Senior Sales Engineer at a tech services company with 5,001-10,000 employees
Real User
Top 20
Used to to check activities and manage customers, but its user interface could be improved
Pros and Cons
  • "The most valuable feature of the solution is the traceability of actions."
  • "The solution’s user interface could be improved."

What is our primary use case?

We use the solution to check activities, manage customers, and initiate customer communication.

What is most valuable?

The most valuable feature of the solution is the traceability of actions. The solution helps me quickly get an overview of what has happened in the past, especially when I return from vacation.

What needs improvement?

The solution’s user interface could be improved.

For how long have I used the solution?

I have been using Salesforce Service Cloud for five years.

What do I think about the stability of the solution?

I rate the solution ten out of ten for stability.

What do I think about the scalability of the solution?

Around 5,000 users in our organization use Salesforce Service Cloud.

Which solution did I use previously and why did I switch?

I have previously used HubSpot. HubSpot looks more modern, but Salesforce Service Cloud is way more powerful.

What other advice do I have?

I would recommend the solution to other users. It's a daily tool, and you need to be able to look up things quickly. Hence, a bit of training is definitely recommended. Salesforce Service Cloud is worth the money. The solution is powerful and its information density is pretty high.

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

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
reviewer2235444 - PeerSpot reviewer
Sales Consultant at a tech services company with 201-500 employees
Consultant
Top 10
Helps businesses manage and resolve customer inquiries and issues
Pros and Cons
  • "It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ."
  • "The integrations with other solutions can be improved."

What is our primary use case?

We basically use this software for Customer relationship management.

What is most valuable?

It’s feasible to configure the platform according to the specific processes utilised. Customization of the platform could be carried out based on the techniques we employ.

What needs improvement?

The integrations with other solutions can be improved. 

For how long have I used the solution?

I have experience with Salesforce Service Cloud for almost 1 year. 

What do I think about the stability of the solution?

The solution is extremely stable. 

What do I think about the scalability of the solution?

Scalability is easy for this solution. 

How was the initial setup?

The initial setup was difficult and it took almost three months. Subsequently, after the implementation, we had all the processes in place. The standardization of the processes took around six months due to data standardization efforts. From the initiation of process customization, it took us approximately nine months to complete.

There were two individuals involved in the implementation process. One person was responsible for technical implementation, while the other two individuals focused on working within the processes.

What's my experience with pricing, setup cost, and licensing?


I believe that in our country, Colombia, we utilize this platform for the Latin American region. In terms of expenses, it's somewhat higher compared to other products. I would rate it as expensive and nine out of ten.

What other advice do I have?

It is a centralised CRM solution and I would rate it 10 out of 10.

Disclosure: My company does not have a business relationship with this vendor other than being a customer.

PeerSpot user
Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.
Updated: July 2025
Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.