Salesforce Service Cloud Reviews

Currently, I work exclusively with Salesforce CRM and have not had the opportunity to work with HubSpot on any projects.

I work with Sales and Service. I have more than five years of experience with Salesforce Service Cloud. I am working with multiple projects that include not only sales or service, but also field service based on project requirements. I am currently working on field service and Health Cloud.

Recently, I worked on a UK project for door repair services. Customers book appointments for household repairs. They use this service with field service in combination for scheduling jobs, maintaining work orders, and managing service-related details. The UK project is primarily a house repair type of project.

Omni-Channel, which is in Salesforce Service Cloud, is useful for client information management from lead to order. It helps with routing to the related user when a case is created. Omni-Channel routing management is a valuable feature in Salesforce Service Cloud.

With the improvement of this service combined with field service, we also have customers who do not want to buy field service but want scheduling. We have other scheduling apps that help achieve client requirements with these cloud features. Previously, a health system used a mobile app for Field Service Lightning for service appointments when sending staff to home visits for patient care tasks.

Omni-Channel in Salesforce Service Cloud aids client information management, lead to order setup, and routing management for issues raised. It helps with case routing and problem resolution.

Salesforce Service Cloud helps by creating a knowledge base from Experience Cloud, making it easy for clients to resolve issues using knowledge-related articles.

The mobile service used by health systems highlights Field Service Lightning, although customization to client requirements is challenging.

Automation, order of execution, bulkification, and error monitoring are valuable features.

From my experience, we might need queue-based alignment in Omni-Channel routing. Assignment rules should be defined at the flow level. The challenge with SLA creation is evident in escalation rules, which should include a field flagging feature that is lacking in the current setup.

Einstein Bot, linked with Omni-Channel messaging, is complex to define, with a need for all related information in one place, making the process cumbersome. Understanding which bot is associated with specific messaging apps requires manual searching, and this can be improved.

I have more than five years of experience with this solution.

I have not experienced any stability issues.

I have not experienced any scalability issues with Salesforce Cloud.

I communicate with customers whenever we need more information or face any issues. Recently, because of MFA, bots were unable to perform certain tasks, which led to communication for a quick solution. Customer service has improved significantly for developers, with strong support provided.

Regarding improvements, I believe the customer service experience could be enhanced further.

I am not currently evaluating previous solutions as I have other work to complete.

I build the projects, so I am not a customer evaluating the initial setup.

I did not provide feedback on the implementation team as I may potentially be working on future projects.

I would rate the ROI at 9 to 9.5. It is a good service.

I do not have knowledge of the setup cost as I do not look into pricing. Once the customer and my team discuss everything, I configure the system, but I do not have an idea about the pricing.

I did not have a chance to work in a scenario that would require evaluating alternate solutions.

I am confused about whether Field Service Lightning and Field Service Cloud are different.

Automation, order of execution, bulkification, and error monitoring are features that I found to be valuable. With Salesforce, I have not faced any issues related to these functionalities.

Salesforce Service Cloud helps by creating a knowledge base from Experience Cloud, making client issue resolution easier through knowledge-related articles from the community level.

My overall review rating for this product is 8 out of 10.

I mainly use Salesforce Service Cloud for field service. Field Service Lightning is a major feature I have used in the product. It definitely assists on-site support operations.

Regarding the positive aspects of the product, the first advantage is that it is integrated with the CRM customer, making it highly customer-focused. I can easily connect with the customer, have agent AI to directly communicate with them, and customers can create a case without any intervention. Technicians can reach out to customers, making communication seamless.

The knowledge base in the product definitely helps resolve customer issues. I use the knowledge base mainly for the technicians; they get the details, pre-work brief, and information on probable cases based on what the customer reports, including what parts they need to carry.

Omni-channel support definitely improves customer engagement, but it has been available for a long time, so it is nothing new currently.

While Salesforce Service Cloud is more customer-focused, I believe a little more focus on assets is necessary. Customers who are asset-heavy prefer to stay with ServiceMax and other field service applications, so increasing asset centricity would be helpful.

I have been using it since 2018.

As for stability, I would rate it an eight, as it is a stable product.

I would rate scalability highly because it is scalable, and there are always parts or other improvements. I can rate it a seven.

Rating technical support from Salesforce is a difficult question for me because I do not generally deal with it.

I have dealt with solutions similar to Salesforce Service Cloud, working with a few of them, including IFS and ServiceMax; these are the primary ones.

I have noticed crucial differences between these tools. For instance, while I have the auto-scheduling option in Salesforce Service Cloud, IFS has a much better product in PSO that constantly updates reroutes based on priority and other criteria. ServiceMax is better for asset-related activities, being more asset-centric.

The installation and deployment process is comparatively easy.

I see a good ROI.

The ROI depends on the context; if I am comparing one application to another, it might be around ten percent, but if it is from manual to a streamlined process, the ROI is much higher—sometimes reaching forty percent for parts return and the first-time fix rate.

The ROI is contingent on which modules I am using, how extensively I am using the application, and how well it is integrated. It depends on multiple factors.

Regarding pricing, I would say Salesforce field service is affordable, but the cost is increasing a little bit.

I am not using Einstein Bots. I am the Presales and Solution Head for the field service application in the company. I would give this product an overall review rating of seven.

We have many clients with Salesforce Service Cloud and numerous use cases. The main use is in the sales area rather than the marketing area.

We utilize it for customer service and customer post-sales support.

The case management capability has the same features as the sales capability. This means Salesforce Service Cloud generally comes with all these capabilities.

Usability is one of the strongest characteristics of Salesforce Service Cloud. The solution offers excellent usability, versatility, and scalability.

Clients gain productivity and save time with Salesforce Service Cloud. However, initially, it can be quite expensive to implement the complete solution.

The solution could be more affordable as it's quite expensive for some organizations, particularly middle-sized companies. Additionally, finding technical talent for improving the solution is challenging.

Configuring Flows in Salesforce Service Cloud is very difficult. There are very few technical people in the market capable of implementing all the flows that clients need at this moment. It's primarily a matter of talent limitation, and flow is the technical mechanism of Salesforce Service Cloud for process automation.

In general, while they have the knowledge and help solve problems, finding the right person to address specific issues is very challenging.

We have been using Salesforce Service Cloud for ten to twelve years.

Salesforce Service Cloud is very stable.

We are still working with Pentaho.

We are not working with this specific module.

The installation process is very straightforward.

Salesforce Service Cloud is 100% cloud-based and very easy to install.

We have experienced a 30% return on investment.

We are beginning to work with the Google solution as an alternative.

As we are just starting with the Google solution, we don't have enough information to form a comprehensive opinion yet.

We only use the sales model, not Commerce Cloud or Marketing Cloud.

Salesforce Service Cloud is an excellent solution that deserves a rating of 9 out of 10. The only point deducted is due to its pricing.

Neutral

Clients use Salesforce Service Cloud because they want to have a central place for leads and after-sales, both together at one place, integrating sales and after-sales in one location.

My clients for Salesforce Service Cloud are usually enterprises, and they are mostly government entities.

The most valuable feature of Salesforce Service Cloud is its very good workflow engine, and customization is quite easy. You can add your own tools and your own extensions of Salesforce, making it very end-user friendly from a technology point of view, even for technical developers who can implement it easily.

Salesforce Service Cloud should work more on the resolution side. Once a case is raised and activities are tracked, at the time of closure, they could make it more simple.

When it comes to stability, Salesforce Service Cloud rates around eight. It is a stable application, and I have seen very few issues after implementing.

In existing applications, Salesforce Service Cloud is the most advanced in scalability, rating around nine to ten.

When considering the technical support from Salesforce, it rates around eight.

The reason for this rating is that normally, you are dependent on the partner. Salesforce directly does not give you the support, and it is through the partner that you have to go, leading to some time delays.

Positive

In terms of the initial setup of this tool, it is easy to set up. None of the Salesforce tools are difficult to implement as they are very user-friendly.

Salesforce Service Cloud and Commerce Cloud are part of the same family, and we have implemented both of them.

Regarding the automation tools in this solution, I have not used Einstein, but I am aware of it. From what I hear from people in the team, it works well, although it performs better in Salesforce platform-related areas.

Regarding the pricing of Salesforce Service Cloud, licensing is not expensive, and you get a very economical solution. Compared to other solutions, it might be slightly expensive, such as when compared with Zoho or similar solutions, but overall for the platform that it provides, its value is good enough.

Based on my experience, I would definitely recommend Salesforce Service Cloud to other businesses. I rate this solution 9 out of 10.

I am not a user, partner, reseller, or implementer as we implemented it ourselves.

We do SLA management through Salesforce Service Cloud, which is the role of Service Analytics.

I struggle to highlight any features as the most useful. I am not using the tools in Salesforce Service Cloud, such as Einstein Bots or Knowledge Base, or anything in terms of analytics. To me, it is a pretty standard tool. I do not see anything particularly nice about it.

The main benefits of this tool are that it is web-based and integrated with the rest of Salesforce. We were instructed to use it; it was not our natural choice. It was something the company stated to use.

The main benefit is having it integrated with the core Salesforce.

I face challenges with Salesforce Service Cloud because it requires and is difficult to customize.

It could be better in areas such as media; it does not handle media effectively, particularly with pictures and uploads. The media aspect of it is very poor.

I have been working with Salesforce Service Cloud for about 1.5 years.

I have not contacted technical support for any challenges myself.

Neutral

I have worked with Jira and Zendesk before working with Salesforce Service Cloud.

The initial setup for Salesforce Service Cloud is complex because it takes a good few months to set it up.

I purchased it directly from Salesforce, not through AWS Marketplace or another source.

I do not have any knowledge of the cost regarding Salesforce Service Cloud.

When comparing Salesforce Service Cloud, I do not think it has any benefits.

I am basing my preference for Zendesk on feedback from my team. Zendesk existed before my time, and they informed me it was a better tool.

I recommend that those considering using Salesforce Service Cloud review it, as it is only beneficial if they can have it fully integrated with their CRM. On a scale of one to five, I rate Salesforce Service Cloud a four out of five.

The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.  

Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.  

These kinds of features have helped to save costs while improving the customer experience. 

Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management. 

The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc. 

The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities. 

The most valuable features include:

1. Customer 360 - Complete customer information visibility can induce additional sales opportunities.

2. Chatter - Intact communication among the team means no information loss. 

3. APP Exchange - Pre-built apps are in place to utilize as per the need resulting in the quick implementation of small enhancement features. 

4. High Scalability - The design allows users to scale up the business with configurable screens, making the system much more flexible to adapt to business changes quickly. 

5. Ready Plug-Ins - The plug-ins that work with other standard systems have made the product industry-ready. 

The solution should improve:

1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.

2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective. 

I was onboarded onto the platform approximately four months ago.

The solution is extremely scalable if implemented in the right industry practices. Do not do custom development in Salesforce until it's business-critical. 

I have worked with Service & Support and found the education to the product was aligned. The adaption and change management strategy should be well aligned with the business heads of the team. 

Positive

We were using the Mircosoft CRM from which we migrated as the product version was obsolete. While evaluating the leading CRMs, we found Salesforce was the best fit for our ecosystem and business needs. 

The Salesforce setup was hassle-free. The only thing you need to do is to ensure that you implement this with the official AD ID. 

The implementation was done via a vendor team. I'd rate them four out of five since the team was good and dedicated, although we faced some external turbulence due to the COVID-19 pandemic.  

The ROI KPIs were evaluated for six months and there was an improvement across all KPIs. 

Digital NPS - improvement in overall NPS went from 5% to 22%. 

FCR - The TAT for first call resolution was improved with multiple features (like VRA, etc.) 

Users should first work on creating an MVP (minimum viable product) document which means. The change should be gradually adapted by business teams, and the value of the solution should be analyzed post-MVP of the implementation. 

Don't go for bulk-buying license concepts until you have a clear need for licenses.  The product's strengths should be calculated.  

We Evaluated the Microsoft's CRM, SAP CX, and Salesforce Service Cloud. 

Be open to negotiation and always plan with internal Salesforce experts who can manage Salesforce for the organization in the long term. 

Neutral

We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.

We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support. 

A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.

I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries. 

For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.

I have been using Salesforce for eight months. 

If we find any glitches, which might happen once every few months, we directly email the support team, and they resolve everything very quickly.

We might see a glitch every two or three months then. It might happen, but most of the time, it works very smoothly and fine.

There's the sales team, the operations team, the quality team, the fraud analysis team... Every department and the entire company uses Salesforce.

We are very happy with the support team from Salesforce. That's why we like their services.

I used Zendesk. Then, after cost-cutting, we started using Salesforce.

Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved. 

Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk.

So, we weren't set to choose Salesforce, and looked at other options. 

The initial setup is very easy. It's user-friendly.

I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity. 

From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time.

There's no other way to think about the service. I would rate it ten out of ten.

I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.

This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data.

The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.

Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map. Right now, it comes with an additional cost. Salesforce does not have a global tie-up with maps.

Moreover, reports need to be improved. Their sources have very standard and basic reports, sometimes not solving the business operations issues. And we have to move toward an analytical tool or some other tool. Reports are the weakest area of Salesforce.

I've worked with Salesforce Service Cloud for more than four years.

The solution is quite stable. I rate its stability around eight out of ten. Sometimes, we might face issues when connecting Salesforce with some other system in the interfaces. However, within Salesforce, it's not a problem.

I rate the solution's scalability a nine out of ten. Salesforce is very scalable because Salesforce has a global upgrade. Whenever a new feature is added to Salesforce, it gets updated for all customers across the globe.

We have more than 2,000 users. The solution is 100% adaptable and used daily. We plan to increase usage in the future.

Sometimes, tech support fails to solve the issue, but that is the rarest of rare occurrences. And whenever they fail to solve the issue, they consider it a backend issue and plan it for the next release.

Positive

We previously used Microsoft Dynamics. We switched to Salesforce because of its scalability and its new best practices. Those are the two major reasons.

I rate the solution's initial setup process a nine out of ten because it is easy. It took six months to implement the solution. Separately, preparation and deployment take two and six months, but when done in parallel, it takes six months. The deployment process first requires us to migrate your data from the current system to another system. Then, we need to create the structures of the objects and the design models within Salesforce. We need to prepare the data by mapping the data fields from the old system to the new system, and then we prepare the modules. We do the master setup within Salesforce. Then, we migrate all data into the new system from the old system as phase one. After migration, we create the validations and rules for the data for the business operations. Then, we move this entire chain set to the production environment, which is available for the users who proceed with training.

We had partners to do the implementation and worked with different partners. We required around 20 to 25 people to implement the solution in totality. After that, we now need two to three people to maintain the solution.

We considered Microsoft 365 and SAP.

I rate Salesforce Service Cloud a nine out of ten.