Salesforce Service Cloud Reviews

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.

We use Salesforce Service Cloud for customer service at an American apparel brand. It helps us handle customer questions and issues. Customers can contact us through chatbots or phone for order status or cancellations. If the issue is complicated, our agents step in to help.

The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels. 

Salesforce Service Cloud constantly evolves with quarterly releases that address feedback and introduce improvements. Updates are regularly published publicly to keep users informed about the enhancements. This continuous improvement cycle ensures that the product stays updated and resolves ongoing issues, improving it with each iteration.

We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process.

The solution's omnichannel routing feature is difficult and tricky to manage.

I have been using the product for three years. 

My company has more than five customers. 

The ease of setting up and deploying Salesforce Service Cloud depends on the features you're utilizing. If you're focusing on basic functionalities like case creation and case lifecycle management, it's relatively straightforward. However, complexity increases as you delve into additional features like omnichannel, managing multiple agents, using multiple territories, etc. The more you add, the more intricate it becomes.

The solution is priced at 50 dollars a month per user. 

Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup.

Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements.

I rate the tool a nine out of ten. It is one of Salesforce's best products. 

I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.

It is straightforward to integrate Service Cloud with third-party tools or other systems.

In most cases, we use MuleSoft as the integration technology when a direct API  integration is needed.

I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.

There are a few areas of improvement. 

1. One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well. 
2. Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.
3.  Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.

I have been using it for seven to eight years. 

It is a stable product. It has been in the market for quite some time, so it is a stable product. 

I would rate the scalability a nine out of ten. It is pretty easy to scale. 

It is suitable for medium and enterprise-level businesses. 

The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support. 

There is ServiceNow. People think it is cheaper. But it is suitable for small organizations. 

Large organizations prefer Salesforce. 

The initial setup is very easy. 

I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use. 

However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.

Overall, I would rate the solution an eight out of ten. I would recommend it to other users. 

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.

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. I haven't used it much yet, so my experience is limited.

I have been using Salesforce Service Cloud for two years.

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

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

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. 

Overall, I would rate it 7 out of 10.