Salesforce Service Cloud Reviews

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. 

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.

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

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

Reporting could be improved.

I have been using Salesforce Service Cloud for nine years.

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

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

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.

The initial setup is straightforward.

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

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

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.

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.

• 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.