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.
Senior Architect Engineer at a consultancy with 1-10 employees
Jul 23, 2024
The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions.
Salesforce accelerates time to market and streamlines workflows through automation. Integrating with other software systems, such as HR or ERP platforms, allows for seamless data exchange and enhances efficiency.
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.
Senior Architect Engineer at a consultancy with 1-10 employees
Jul 23, 2024
We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements.
Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities.
