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Project E2e Architect at Optus
Real User
Used for campaigns, decision-making processes, and order submissions
Pros and Cons
  • "I don't have the specific details, but I'm aware that Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details."
  • "I'm not deeply engaged with this team, so I don't have extensive experience with it. As you mentioned, I haven't used it much yet, so my experience is limited."

What is our primary use case?

Our main use cases for Salesforce involve order submission and managing the shopping cart. Additionally, we utilize various modules, including the Salesforce Service Cloud, for our online channels. The platform is instrumental in submitting orders and seamlessly integrating them into downstream systems.

What is most valuable?

Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details.     

What needs improvement?

I'm not deeply engaged with this team, so I don't have extensive experience with it. I haven't used it much yet, so my experience is limited.

For how long have I used the solution?

I have been using Salesforce Service Cloud for two years.

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What do I think about the stability of the solution?


The level of stability depends on the deployment. I'm not familiar with all the details, whether it's a self-service or managed deployment, on-premise or in the cloud. As a newcomer, I'm still learning, and I may not provide accurate feedback on these aspects.

What do I think about the scalability of the solution?

Salesforce operates on a metadata-driven architecture, not a microservices-based one, which limits its scalability. I would rate its scalability at a 7.

How are customer service and support?

I've only been with the company for a few months, and I'm not familiar with the support.

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

The suitability of Salesforce depends on the specific use case. Salesforce offers a wide range of functionalities, including campaigns, e-commerce, and more. Broadleaf, on the other hand, is specifically designed for e-commerce. The choice between them depends on the company's needs and preferences. 

What other advice do I have?

Overall, I would rate it 7 out of 10. 

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer2517570 - PeerSpot reviewer
Senior Architect Engineer at a consultancy with 1-10 employees
Real User
Helps to track the entire customer journey from lead to account or opportunity
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

I've been using Salesforce Service Cloud for a long time. We're integrating it and using it. For Salesforce Service Cloud, we have use cases like integrating invoices, products, and sales orders between the tool and NetSuite. When an opportunity is won, the transaction happens in NetSuite. We must integrate these systems for a 360-degree view that our C-suite needs. It's an event-driven process with automation. When an order executes in Salesforce Service Cloud, it creates an order in NetSuite. We then need to tie back subscription IDs and order IDs to the solution.

What is most valuable?

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.

What needs improvement?

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.

What do I think about the stability of the solution?

Regarding stability, it's robust, with no noticeable data latency, whether we use external tools or Salesforce Service Cloud's in-house technology for data integration. Nothing stands out as a bottleneck to me.

What do I think about the scalability of the solution?

I find Salesforce Service Cloud pretty scalable. Salesforce has taken care of a lot of custom needs by itself. I've been working with that cloud for a while now. For email marketing, they offer ExactTarget. For real-time sync, they have Heroku connectors. For AI-driven dashboarding, it has Einstein. If you want customized dashboarding and analytics reporting, it has Tableau. They're the market leader for CRM. Most of their services are scalable, as far as I understand.

How are customer service and support?

I haven't used technical support extensively, but from what I hear, they respond to tickets on time.

How would you rate customer service and support?

Positive

How was the initial setup?

Tools like Fivetran make deployment easier. They take care of many deployment issues—we just have to plug and play. It also makes the developer's life easier, as they don't have to build connectors or create schemas. We're also developing in-house capabilities for deployment by creating our own CI/CD pipeline for apps. We're trying to reduce our reliance on outside solutions or integrators, but we can still improve in this area.

What was our ROI?

The return on investment is high, but it depends on the company's size, data volume, and transaction volume. For companies that want to save time and ensure the reliability of their data and insights, paying the premium can be worth it.

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

Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions.

What other advice do I have?

I rate the overall solution a nine out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
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Buyer's Guide
Salesforce Service Cloud
March 2025
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: March 2025.
842,767 professionals have used our research since 2012.
SaurabhSingh4 - PeerSpot reviewer
Data Analyst at Wespath Benefits and Investments
Real User
Top 5Leaderboard
Service Console for agents provides essential information for efficient case resolution and employs machine learning algorithms to retrieve relevant information for issue resolution
Pros and Cons
  • "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."
  • "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."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

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

What do I think about the stability of the solution?

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

What do I think about the scalability of the solution?

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

How was the initial setup?

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. 

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

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.

What other advice do I have?

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.

Disclosure: My company has a business relationship with this vendor other than being a customer: Integrator
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Software Engineer at Nexogic
Real User
Top 5
A good CRM platform used for ticketing, marketing, and sales purposes
Pros and Cons
  • "Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security."
  • "The solution’s user interface could be improved and enhanced."

What is our primary use case?

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.

What is most valuable?

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.

What needs improvement?

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

For how long have I used the solution?

I have been using Salesforce Service Cloud for one year.

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?

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

How are customer service and support?

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

What about the implementation team?

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.

What other advice do I have?

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Srini-Dhanaraj - PeerSpot reviewer
Founder & CEO at imfine.club
Real User
Top 5Leaderboard
A stable solution enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents
Pros and Cons
  • "The complexity of the solution is very less."
  • "The pricing of the solution can be made cheaper."

What is our primary use case?

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.

What is most valuable?

It's very user-friendly and is easy to navigate.

What needs improvement?

The pricing of the solution can be less expensive. 

For how long have I used the solution?

I have been using Salesforce Service Cloud for six months. 

What do I think about the stability of the solution?

The stability is a ten out of ten. 

What do I think about the scalability of the solution?

Eight people are using the solution at present. 

How was the initial setup?

The initial setup is straightforward. 

What other advice do I have?

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

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
reviewer2515905 - PeerSpot reviewer
Director, Technical Architecture at a tech vendor with 10,001+ employees
MSP
Accelerates time to market and streamlines workflows through automation
Pros and Cons
  • "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."
  • "Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities."

What is most valuable?

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. Organizations can leverage the integrated data for various purposes by integrating Salesforce with these systems. For instance, if a company’s user base is managed in an ERP system like SAP, Salesforce can access this data along with its inherent relationships. This integration provides sales teams valuable insights, such as customer types, business relationships, and past interactions. Consequently, sales professionals gain a comprehensive view of their prospects and customers, enabling them to make more informed decisions and improve their performance.

What needs improvement?

Our job is to listen to the client's needs and provide the best solution. We aim to present a packaged, commercially viable solution that minimizes customization. Since customization can increase the cost from an implementation standpoint, we focus on showcasing Service Cloud's built-in features and possibilities. We encourage clients to use the out-of-the-box capabilities as much as possible. We would direct those questions to Salesforce's customer support or advocate if further clarification is needed.

For how long have I used the solution?


What do I think about the scalability of the solution?

It is very scalable because they are built on the cloud.

How was the initial setup?

Deployment is straightforward, but there can be challenges related to data mapping and import. For example, specific fields in Salesforce might be mandatory, while the corresponding fields in the source system are optional. This discrepancy can make data mapping complex. These issues are more technical than business-related and need to be addressed as they arise during deployment.

What was our ROI?

ROI is good, but there are many challenges. Sales and marketing processes are not as simple as some IT challenges.

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

Salesforce offers a comprehensive solution that might appear extensive in pricing. However, potential customers need to see how it can benefit their business. Salesforce must demonstrate its value by helping small, medium, or large businesses improve operations and see measurable revenue benefits. Many large companies have already adopted it, but the focus should be on how it can provide a positive return on investment and drive growth for businesses of all scales.

What other advice do I have?

To implement Salesforce Service Cloud, it's essential to have a clear and detailed project plan. If the requirements are well-defined and mapped out, the technical team can follow this plan to execute the implementation. However, the technical team may struggle to deliver the solution if the requirements are unclear. They need a comprehensive list of technical tasks and requirements to ensure they can address all aspects of the project. Without this clarity, simply knowing the business needs and high-level client requirements is insufficient for the technical team to execute the project.

If their business has the potential to scale or expand and generate more revenue. People have more time on their hands if many things are automated.

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

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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Salesman at Manacor
Real User
Top 20
Supportive analytics features but needs to improve in the area of pricing
Pros and Cons
  • "The product's initial setup phase was straightforward."
  • "The product's high price is an area of concern where improvements are required."

What is our primary use case?

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

What is most valuable?

The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.

What needs improvement?

The product's high price is an area of concern where improvements are required.

There are some imperfections in the product's stability, and it is an area where improvements are required.

For how long have I used the solution?

I have been using Salesforce Service Cloud for four to five years.

What do I think about the stability of the solution?

Stability-wise, I rate the solution a seven out of ten.

What do I think about the scalability of the solution?

It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.

More than 200 people in my company use the product.

There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.

What about the implementation team?

The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.

The solution is deployed on the cloud.

What was our ROI?

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

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

The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.

Which other solutions did I evaluate?

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

What other advice do I have?

The product was fine, and it improved my company's customer service response time.

I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.

The product's analytics features support our company's service improvement strategies greatly and fantastically.

I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.

The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.

I rate the tool a seven out of ten.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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reviewer1167606 - PeerSpot reviewer
Business Intelligence & Analytics Manager - Global Virtual Sales & Engineering at a tech company with 10,001+ employees
Real User
Top 20
Used as CRM to pull data, update business opportunities, and support the sales team
Pros and Cons
  • "It integrates with all our platforms, providing a comprehensive view of the customer."
  • "Reporting could be improved."

What is our primary use case?

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

How has it helped my organization?

It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.

What is most valuable?

It allows you to store all your customer data and manage your business.

What needs improvement?

Reporting could be improved.

For how long have I used the solution?

I have been using Salesforce Service Cloud for nine years.

What do I think about the stability of the solution?

Stability works fine. I've never had any issues.

What do I think about the scalability of the solution?

It's been used by multiple organizations on the cloud.

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

Salesforce Service Cloud and Power BI serve different purposes. Salesforce is a CRM platform designed for customer relationship management, while Power BI and Tableau are business intelligence tools used for data visualization. Salesforce facilitates customer registration and management, integrating with other platforms to provide a comprehensive view of the customer.

How was the initial setup?

The initial setup is straightforward.

I rate the initial setup a five out of ten, where one is difficult, and ten is easy.

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

I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.

What other advice do I have?

I advise making sure it integrates with other platforms, which will cost money and leverage the technical support.

Overall, I rate the solution an eight out of ten.

Which deployment model are you using for this solution?

Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.
Updated: March 2025
Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.