Salesforce Service Cloud Reviews

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. 

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.

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.

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.

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

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

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.

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.

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.

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

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

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.

We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.

The interface is quite user-friendly. Anyone can use the software. It's very easy to pull up Salesforce to work or see if there has been any progress on our deals. The option to download the registered deals into an Excel sheet has enhanced our customer experience. There's a feature where we can mention the timelines of each milestone. As the milestone is achieved, it turns green. It gives us a notification. It improved our customer support and service operations.

The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.

I have been using the solution for three to four years.

The tool is pretty stable. I rate the stability a nine out of ten.

Our organization is huge. We have 125,000 employees. Around 20,000 employees use the product in our organization across the globe. The tool is scalable. I rate the scalability an eight or eight and a half out of ten. The tool grows as our business expands.

We get support whenever we need it.

Positive

I rate the ease of implementation a six and a half out of ten. We had to integrate it with a lot of other products. We had to build some custom APIs. They were not available out of the box.

The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.

We also used Oracle for a short duration.

I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.

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.

Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions and enables the recording of case information of various accounts we manage. 

All of the features of Salesforce Service Cloud we currently have in our company are useful. Our company is preparing to go live this year with Salesforce Service Cloud. 

There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud. 

The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes. 

Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it. 

I have been using Salesforce Service Cloud for two years. 

I would rate the stability an eight out of ten. It's a stable product with features that are easily integrated with third-party tools and can be accessed through other platforms. 

I would rate the scalability a seven out of ten. Around 30 professionals in our company use Salesforce Service Cloud, and we plan to increase the number of users in the future. 

Their support is excellent. A huge set of information is available over the internet. There are trailblazer accounts available to learn about the product. They are always there to help you with any issues. I would rate the tech support a nine out of ten. 

Positive

In our organization, we are also using a different solution as the common integration issues with Salesforce Service Cloud persist. When the integration issues with Salesforce Service Cloud are resolved, the telecom provider's service in our company will probably also improve, and we will be able to use the backend agent seamlessly. 

I would rate the initial setup of Salesforce Service Cloud as six out of ten. The setup process of Salesforce Service Cloud is slightly more difficult than traditional CRMs. The solution is built for customization and can be implemented in partial or full-blown mode. Configuration of Salesforce Service Cloud can be complex in some cases. 

The solution should include different packages of add-ons to allow third parties to deliver specific packages and build interfaces. It's very difficult to integrate certain features of third-party tools with Salesforce Service Cloud. 

The design and delivery of the customized version of Salesforce Service Cloud have already taken a year for our company, and another six months are needed for complete deployment before the solution can go live. 

Our company useds CI/CD processes to deploy Salesforce Service Cloud. In our organization, we prefer to test solutions in different dedicated environments and then deploy the product in another. The CI/CD processes make the deployment seamless by removing several manual tasks. The usage of CI/CD in deploying Salesforce Service Cloud is vital. 

Our organization requires about 20 professionals to deploy and maintain Salesforce Service Cloud. The solution is developed in our organization using system integrators. 

Our company expects improvements in sales, retention and the offer to market duration with Salesforce Service Cloud. 

Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor. 

The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows. 

Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon. 

The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution. 

Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution. 

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.

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.

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.

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.

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.

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

Positive

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.

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.

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.

I rate the overall solution a nine out of ten. 

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.

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.

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

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.

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

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.

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.