Salesforce Service Cloud Reviews

I handle just the end users, so I get everything done, starting with meetings, emails, and everything else using contacts.

My boss gets a good view because now I can share everything with him at work, specifically since he can see everything that I do currently. As a whole, I don't think it changed much in my life, to be honest with you. When you are considering the visibility and all the team working together, I can say that it helps a lot.

I don't think I mostly use the tool. I control the tool to use opportunities and get details to send emails. In my mind, I don't really like the tool, to be honest, since it doesn't help me much. I can do everything I do in Salesforce Service Cloud elsewhere at a cheaper rate. In terms of visibility to my boss and the team, it does help a lot. Everyone can see what you are doing. I mostly use it for logging in, calls, meetings, and everything else while making sure we have everything filled up so that everyone can track what we are doing with a customer.

I have seen that I could benefit a lot from the tool if it was more flexible in creating and dealing with reports. It is kind of a struggle to get a report that shows something you want it to show. At the end of the day, the reporting part is very poor. There is a lot of ground to improve in the area of reporting. I know there are several other different levels of the tool's usage. The reporting part is quite poor. Everything I want to see on how I did something is hard. It is also hard to extract data and create a report outside. It helps a lot but is hard to handle once the data is in it. The struggle to get the data out of the tool or even to use it the way you want can be difficult. You have to use the data in the way Salesforce wants you to use it, and so you have very little flexibility.

I have been using Salesforce Service Cloud for three to four years. I am the solution's customer.

It is a pretty stable solution.

It is a scalable solution. Scalability-wise, the tool was transparent for me. It worked seamlessly. I don't have to bother with any of the scalability parts in the tool, so it was great for me.

My company's IT team contacts the product's support team.

Neutral

I don't recall the names of the products I have used since I used many of them around twenty years ago.

Compared to the other products in the market, when it comes to Salesforce Service Cloud, you don't have to be bothered about anything since, in the tool, everything is done behind the scenes, and it basically involves a plug-and-play process, making it easy to use. I would say it is hard to customize. Comparing overall expectations, I feel it should be easier to build reports in Salesforce Service Cloud. Overall, it is a great tool compared to what you get in the market since you don't have to be bugged with anything behind the scenes.

I didn't take part in the initial setup. I just received my account, and it was ready to use.

Our company's local team managed the product's deployment phase.

Supposedly, the tool is worth one person working a month at an average level. It should cover the benefits, considering the amount of money one pays for it. I think it offers huge benefits. For every dollar I put in the tool, I don't get to save ten dollars, and it is probably one and a half dollars. You can get a fifty percent return on investment.

Currently, I would not prefer to work with the products offered by other vendors because doing so would impact our infrastructure. Migrating to another tool would have a big impact on our company.

I have personally not used any automation functions within the tool to enhance our company's service delivery. Someone on our team does the automation part for us.

I would recommend the product to others since it is an overall good tool. It is easy to use, and anyone can log in from anywhere.

As a user, I rate the tool a seven to eight out of ten.

With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery. They can also know whether our inventory is available.

The solution's integration with the main ERP is a little cumbersome. We need to spend a lot of time developing the interface. Salesforce needs to come up with some solutions that small companies can also afford.

I have been using Salesforce Service Cloud for eight months.

I rate the solution’s stability a nine out of ten.

Our clients for Salesforce Service Cloud are usually enterprise businesses.

I rate the solution a nine out of ten for scalability.

Sometimes, the technical support team takes time to respond to our queries.

Neutral

The solution's deployment takes around two to three months for our business. However, it is a ready-made solution that you can implement in a month.

On a scale from one to ten, where one is difficult and ten is easy, I rate the solution's initial setup a six out of ten.

We have seen a return on investment in terms of cost savings, operational efficiency, and time savings with the solution.

Only enterprise businesses can afford the solution, and small companies cannot afford it.

On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten.

Overall, I rate the solution ten out of ten.

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.

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.

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.

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

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

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

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. 

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.

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.

We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases. Salesforce is making good deliveries of Einstein products, which is the artificial intelligence of Salesforce.

The solution could continue improving its artificial intelligence capabilities.

Around 20 people were involved in the solution's deployment.

Salesforce Service Cloud is a bit expensive.

I would recommend the solution to other users.

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

We use Salesforce Service Cloud for lead management and opportunity management.

The pricing for what Salesforce Service Cloud offers is not great.

I have used Salesforce Service Cloud for a few years.

Around 70 users are using Salesforce Service Cloud in our organization.

The solution's technical support team resolved our issues reasonably fast.

We previously used Oracle Fusion.

Salesforce Service Cloud’s initial setup is straightforward.

The solution's deployment took a few weeks. We implemented the solution through a consultant. A small team was involved in the solution's deployment, and it was relatively easy to deploy.

We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive.

I am using the latest version of Salesforce Service Cloud.

Overall, I rate Salesforce Service Cloud a six out of ten.

The strongest use case has been warranty and warranty case management, as well as some repair services.

The reason why most businesses are so happy about Salesforce Service Cloud is that it covers all the bases for the product. 

It is very customizable, which is great for IT, but for the best part, they love it because they can get any of the features implemented. 

So, this is a general advantage of cloud systems: that you have good performance, ease of use, and a customizable system.

There is room for improvement in pricing.

I have plenty of experience using this product. I have historically worked with Salesforce. So, I have been with Salesforce since 2017. 

It is very stable. That's one of the advantages. It is what you pay for. You pay a fortune for Salesforce products. It's a web-running stable solution that we can customize, but it's also very expensive.

It is a very scalable solution. We work with medium-sized businesses.

If you have paid for the service report and hotline and everything, then you have an excellent report for the support. It's a matter of the assurance agreement. 

I have never experienced bad support if you're paid for it. 

So, generally, it's a good service. If you're buying a premium product, you can buy premium support. You also get it premium.

Positive

It's a cloud tool, so it is easy to set up.

Moreover, if you have a tool that requires some data load maintenance is required. Generally, Salesforce is very easy to work with.

The price is too expensive.

Overal, I would rate the solution an eight out of ten. 

The OOTB skills functionality is the most valuable feature for us.

It has streamlined workforce management, scheduling, etc. for the company's current business case. More specifically, I can only speak for my clients, but their call centers have dramatically improved from their legacy system to the new Service Cloud console. I know in the past year, we've seen substantial ROI in major healthcare companies.

The workforce management could use improvement as my client wasn't happy with the scheduling engine. The workforce management, particularly a third-party vendor, we didn't have much success with. They had never done an integration with Salesforce and we we're working specifically with another third party just to implement their field services organization.

I've used it on my current project for three months.

Deployment was not an issue. The product wasn't the issue, it was more so the implementation as a whole.

There were no issues with the stability.

There has been no issues with the scalability.

The issues, as with every implementation, is the change in the nature of the beast. We have clients that have been on a legacy system for 10-15 years and they are not ready for change. They also think their system is the most efficient "machine" on the market. So the change in culture has to be the most substantial bottleneck. Then you are in the growing pains stage, where your client absorbs this system, but they decide to take automation to a whole new level, like automatically fax from a computer with WiFi. The asks are endless, which is understandable because at this point, they appreciate the system, but they don't understand the limits. 

• Contact tracking
• Knowledge Base
• Analytics

Through the use of the Knowledge Base, which we translated into 13 languages, we where able to increase our support reach to our customers. This included an increased support level not only for those customers whom we served directly via other channels (phone, email, and chat), but this also extended our reach to those customers whom we could not support directly (those who spoke Japanese, Korean and Russian, for example).

The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales. There is a lack of flexibility to process an email (not web-to-case contacts) as a contact. This might take an entire rewrite of the approach or a purchase and integration of one of the competing email processing apps (which will go un-named, but you know who I mean).

Having said that, Salesforce is always improving, I am constantly amazed at the way they listen to their customers and (eventually) move innovations suggested by the field into their products.

I've been using it since 2006.

We had no problems with any of these phases of the project. Design and deployment took six months.

I can’t remember a time we were down unexpectedly.

We scaled up from five contact centers to 14, and added support features like chat and more translations of the Knowledge Base with ease.

I would rate the support received from Salesforce of the highest caliber. They are very responsive and helpful. They even sent a Product Director on-site to work with us on a particularly difficult issue.

The CRM product we used was not integrated across sales, marketing or support departments, nor was it integrated across borders (Europe and the US used separate instances). Just before the transition to Salesforce, that previous company reduced support to pay only and that was the final straw for us.

With the help of Salesforce Professional Services, our design, development, training and deployment took six months from the decision to implement to a final training day across nine cities worldwide. Salesforce has a very effective methodology for this process and is willing to help as much or as little as needed.

We used a Salesforce Professional Services team and had both an internal and a contract Project Manager. One huge advantage is that we had an overall business process owner who acted as a go-between, communicating with all of the teams Salesforce, sales, marketing, support, IT, finance and corporate management.

Our ROI figures are proprietary. What I can say is that the biggest ROI value comes from the intangible benefits (which the financial people have to figure in the spreadsheet). One factor was the ability to reach customers whom we could not directly support (see the discussion of the Knowledge Base above). Another was having a single source of truth for Customer Data, used by all departments, sales, support and marketing. The ability to identify product problems early and quickly by analyzing our contact data meant that we solved any product problems rapidly before those problems affected sales volume. Agent productivity and satisfaction also increased. The agents had direct input to the design and any enhancements to the system. We used a process of continuous improvement with regular updates. They “owned” the system and were happier and more productive as a result.

Appoint a business process owner who will “own” the implementation. This person needs to be totally invested in the success of the application, not only in their own department, but across all departments that will be using, or be affected by, the system. This includes IT and finance. Involve the users of the system in the initial design. They are the ones that will have to use the tool, and they know best what is easy and what is hard to do. When you incorporate their design suggestions, give them public credit, “Ed, this is the feature you suggested”. That gives them pride of ownership and may turn detractors into advocates for the system. Become very friendly with your IT Director. As a team you will be able to figure out the best upgrade and expansion strategy, cost saving strategy, and bug fix/feature enhancement process. You will also have an ally with whom you can present your cost justifications and enhancement requests to management.