Salesforce Service Cloud Reviews

Neutral

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 use case revolves around managing licensing and ensuring that our partner companies, specifically resellers, have the appropriate access. We utilize the platform to monitor and organize information about their prospects.

The centralized infrastructure offers significant advantage.

The most valuable aspect is its integration capabilities, particularly with our internal systems. The platform seamlessly connects with our in-house integration tool. The strength lies in its ability to work cohesively with other systems, creating a centralized hub that enhances efficiency and collaboration across various functionalities within our organization.

Occasionally, individuals face difficulty accessing information that seems to be unavailable to them. The main concern for me revolves around the speed of certain integrations. Occasionally, there's a delay of a few minutes for data to synchronize.

I have been working with it for six months.

I have never encountered any stability issues with it. I would rate it ten out of ten.

About a thousand employees utilize it on a daily basis. Currently, we are in the process of reviewing everything, and there's a possibility that we will start using it more extensively in the future.

There are approximately eight to ten people involved in the maintenance tasks.

Regarding the return on investment, there is an observed improvement in speed compared to the previous process.

I would recommend ensuring that you have access to demos or a practice system to verify that Salesforce Service Cloud is user-friendly and meets all your requirements. Overall, I would rate it eight out of ten.

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. 

We use the solution to check activities, manage customers, and initiate customer communication.

The most valuable feature of the solution is the traceability of actions. The solution helps me quickly get an overview of what has happened in the past, especially when I return from vacation.

The solution’s user interface could be improved.

I have been using Salesforce Service Cloud for five years.

I rate the solution ten out of ten for stability.

Around 5,000 users in our organization use Salesforce Service Cloud.

I have previously used HubSpot. HubSpot looks more modern, but Salesforce Service Cloud is way more powerful.

I would recommend the solution to other users. It's a daily tool, and you need to be able to look up things quickly. Hence, a bit of training is definitely recommended. Salesforce Service Cloud is worth the money. The solution is powerful and its information density is pretty high.

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