With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery. They can also know whether our inventory is available.
Functional Manager at a consultancy with 1-10 employees
Provides customers with end-to-end visibility from inquiry to delivery
Pros and Cons
- "With Salesforce Service Cloud, customers can have end-to-end visibility from inquiry to delivery."
- "The solution's integration with the main ERP is a little cumbersome."
What is most valuable?
What needs improvement?
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.
For how long have I used the solution?
I have been using Salesforce Service Cloud for eight months.
What do I think about the stability of the solution?
I rate the solution’s stability a nine out of ten.
Buyer's Guide
Salesforce Service Cloud
January 2025
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What do I think about the scalability of the solution?
Our clients for Salesforce Service Cloud are usually enterprise businesses.
I rate the solution a nine out of ten for scalability.
How are customer service and support?
Sometimes, the technical support team takes time to respond to our queries.
How would you rate customer service and support?
Neutral
How was the initial setup?
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.
What was our ROI?
We have seen a return on investment in terms of cost savings, operational efficiency, and time savings with the solution.
What's my experience with pricing, setup cost, and licensing?
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.
What other advice do I have?
Overall, I rate the solution ten out of ten.
Which deployment model are you using for this solution?
Hybrid Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Implementer
Last updated: Jul 27, 2024
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Support Operations Manager at One Advanced
Streamlining customer service operations with its centralized platform and offering robust case management, contributing to improved efficiency and enhanced customer support
Pros and Cons
- "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."
- "The main concern for me revolves around the speed of certain integrations."
What is our primary use case?
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.
How has it helped my organization?
The centralized infrastructure offers significant advantage.
What is most valuable?
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.
What needs improvement?
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.
For how long have I used the solution?
I have been working with it for six months.
What do I think about the stability of the solution?
I have never encountered any stability issues with it. I would rate it ten out of ten.
What do I think about the scalability of the solution?
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.
What about the implementation team?
There are approximately eight to ten people involved in the maintenance tasks.
What was our ROI?
Regarding the return on investment, there is an observed improvement in speed compared to the previous process.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
If public cloud, private cloud, or hybrid cloud, which cloud provider do you use?
Other
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Salesforce Service Cloud
January 2025
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Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: January 2025.
837,501 professionals have used our research since 2012.
IT Project Management at a energy/utilities company with 11-50 employees
Used for CRM (customer relationship management) cases and general sales cases
Pros and Cons
- "We used Salesforce Service Cloud for CRM (customer relationship management) cases and general sales cases."
- "The solution could continue improving its artificial intelligence capabilities."
What is most valuable?
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.
What needs improvement?
The solution could continue improving its artificial intelligence capabilities.
How was the initial setup?
Around 20 people were involved in the solution's deployment.
What's my experience with pricing, setup cost, and licensing?
Salesforce Service Cloud is a bit expensive.
What other advice do I have?
I would recommend the solution to other users.
Overall, I rate the solution a nine out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Aug 20, 2024
Flag as inappropriateHead of Data, Analytics, and Applications at FTC Solar, Inc
An easy-to-deploy solution that can be used for lead management and opportunity management, but it is too expensive
Pros and Cons
- "We use Salesforce Service Cloud for lead management and opportunity management."
- "The pricing for what Salesforce Service Cloud offers is not great."
What is most valuable?
We use Salesforce Service Cloud for lead management and opportunity management.
What needs improvement?
The pricing for what Salesforce Service Cloud offers is not great.
For how long have I used the solution?
I have used Salesforce Service Cloud for a few years.
What do I think about the scalability of the solution?
Around 70 users are using Salesforce Service Cloud in our organization.
How are customer service and support?
The solution's technical support team resolved our issues reasonably fast.
Which solution did I use previously and why did I switch?
We previously used Oracle Fusion.
How was the initial setup?
Salesforce Service Cloud’s initial setup is straightforward.
What about the implementation team?
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.
What's my experience with pricing, setup cost, and licensing?
We pay a yearly licensing fee for Salesforce Service Cloud, which is expensive.
What other advice do I have?
I am using the latest version of Salesforce Service Cloud.
Overall, I rate Salesforce Service Cloud a six out of ten.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Company Owner at a consultancy with self employed
Stable, customizable web-running solution and allows for the seamless implementation of any desired features
Pros and Cons
- "It's a cloud tool, so it is easy to set up."
- "There is room for improvement in pricing."
What is our primary use case?
The strongest use case has been warranty and warranty case management, as well as some repair services.
What is most valuable?
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.
What needs improvement?
There is room for improvement in pricing.
For how long have I used the solution?
I have plenty of experience using this product. I have historically worked with Salesforce. So, I have been with Salesforce since 2017.
What do I think about the stability of the solution?
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.
What do I think about the scalability of the solution?
It is a very scalable solution. We work with medium-sized businesses.
How are customer service and support?
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.
How would you rate customer service and support?
Positive
How was the initial setup?
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.
What's my experience with pricing, setup cost, and licensing?
The price is too expensive.
What other advice do I have?
Overal, I would rate the solution an eight out of ten.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Business Intelligence & Analytics Manager - Global Virtual Sales & Engineering at a tech company with 10,001+ employees
Used as CRM to pull data, update business opportunities, and support the sales team
Pros and Cons
- "It integrates with all our platforms, providing a comprehensive view of the customer."
- "Reporting could be improved."
What is our primary use case?
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.
How has it helped my organization?
It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.
What is most valuable?
It allows you to store all your customer data and manage your business.
What needs improvement?
Reporting could be improved.
For how long have I used the solution?
I have been using Salesforce Service Cloud for nine years.
What do I think about the stability of the solution?
Stability works fine. I've never had any issues.
What do I think about the scalability of the solution?
It's been used by multiple organizations on the cloud.
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
The initial setup is straightforward.
I rate the initial setup a five out of ten, where one is difficult, and ten is easy.
What's my experience with pricing, setup cost, and licensing?
I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.
What other advice do I have?
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.
Which deployment model are you using for this solution?
Public Cloud
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Last updated: Aug 8, 2024
Flag as inappropriateSenior Sales Engineer at a tech services company with 5,001-10,000 employees
Used to to check activities and manage customers, but its user interface could be improved
Pros and Cons
- "The most valuable feature of the solution is the traceability of actions."
- "The solution’s user interface could be improved."
What is our primary use case?
We use the solution to check activities, manage customers, and initiate customer communication.
What is most valuable?
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.
What needs improvement?
The solution’s user interface could be improved.
For how long have I used the solution?
I have been using Salesforce Service Cloud for five years.
What do I think about the stability of the solution?
I rate the solution ten out of ten for stability.
What do I think about the scalability of the solution?
Around 5,000 users in our organization use Salesforce Service Cloud.
Which solution did I use previously and why did I switch?
I have previously used HubSpot. HubSpot looks more modern, but Salesforce Service Cloud is way more powerful.
What other advice do I have?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Artist and Owner at a tech consulting company
The most valuable features for us are contact tracking, the knowledge base, and the analytics.
What is most valuable?
- Contact tracking
- Knowledge Base
- Analytics
How has it helped my organization?
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).
What needs improvement?
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.
For how long have I used the solution?
I've been using it since 2006.
What was my experience with deployment of the solution?
We had no problems with any of these phases of the project. Design and deployment took six months.
What do I think about the stability of the solution?
I can’t remember a time we were down unexpectedly.
What do I think about the scalability of the solution?
We scaled up from five contact centers to 14, and added support features like chat and more translations of the Knowledge Base with ease.
How are customer service and technical support?
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.
Which solution did I use previously and why did I switch?
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.
How was the initial setup?
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.
What about the implementation team?
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.
What was our ROI?
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.
What other advice do I have?
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.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
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