Salesforce Service Cloud Reviews

• The most important feature is the seamless integration with Salesforce data. ZenDesk inserted data when not present, but the integration left something to be desired with many Contact last names of Unknown (which is challenging with deduping). It is important to have the reps directly using Salesforce so they are more inclined to keep Account and Contact data current.
• We haven’t used Salesforce Knowledge, but this would also be beneficial.
• Being able to report on the Case data and use it to create Dashboards for our upper level management who are already familiar with Salesforce is important.

We can create Dashboards showing which clients are receiving a high level amount of cases or Case Types that trigger a possibility of an issue with the client.

It gives our Account Management team the chance to be proactive and solve any underlying big issues a client could be experiencing (and prevent them from seeking other vendors).

• Why is merging Cases not something that comes out-of-the-box? We had to purchase Case Merge Premium to merge our Cases.
• The Macro creation isn’t very user friendly. It would be beneficial to organize the macros into folders also. I think the average support rep without Salesforce knowledge would have issues creating macros.
• When sending a reply email to a client directly from the Detail View of a Case, it will insert your signature at the very bottom of the thread (which no one sees). You have to use the Case Feed to insert your signature below your reply.
• Sending an email from the Case Feed has a character limit (which can be extended, but it is limited). If you have a very long email correspondence with a client, you may need to shorten it in order to send.
• There is no field on the Case to show who the last email correspondence was from. I had to create my own field for this.
• When opening a Case tab in the Service Console and a customer replies to the Case while open, you have to completely refresh the tab to see the recent email to reply to (not automatic). Sometimes a rep may not notice this, go to send an email, and get an error that they need to refresh.

I've used it for approximately one year.

There are no issues with deployment at this time.

We've had no issues with stability.

We have no issues with scalability at this time.

N/A

N/A

We were using ZenDesk before being purchased by another company that was using Service Cloud. After we merged orgs, we began using Service Cloud. As a help desk solution, ZenDesk is much better. I've also used Kayako.

We had no issues with the initial setup.

We used a vendor because we were migrating data from another organization at the same time.

N/A

N/A

N/A

Use standard fields/options when possible and keep it simple! Don’t overcomplicate things and make sure to ask support reps what their problem points are and what they need to be successful.

I have used it several times for past employers and clients. The most recent was a medical device firm that needed to document issues reported by customers regarding the use of their products.

It's all cases the solution was the first of its kind in the environment (it was previously manual). To be fair, just about any system would make an improvement in that situation.   What made SFDC particularly useful was the ease in setup and the ability to quickly refine it.

The most valuable feature was the ability to quickly add customizable fields (and by quickly, I mean in less than two minutes) that were easily incorporated into the existing framework.   

The system was remarkably easy to understand which made the setup quick. This is important because it gave us the ability to get started quickly.

While there is extensive reporting in the system, there is not always a direct route to get what you are looking for. There are plenty of tools in the market that provide those capabilities. I would just prefer it if there were an SFDC option.

I have used many different solutions, but I have not switched to SFDC from them (this is not a knock on SFDC, but more of a situation where the other systems did their jobs).

The answer to this question will vary greatly depending on the firm's requirements and available resources. For example, will out-of-the-box SFDC work? Do you require additional apps or is there a plan to customize? The best advice I can give you is to spend time upfront to nail down short and longer-term needs.

The most recent two were a choice between native ERP (Epicor) functionality and SFDC. These were the only two reasonable options because built-in compatibility with the ERP was a condition.

When looking at SDFC, take a look at the whole ecosystem.

There are several valuable features:

• Case assignment rules allow for auto assignment of cases as they are received.
• Email-to-Case allows me to set an email address to receive cases. I distribute that to my customers and they create cases for me when they email that address. I don’t have to keep up with cases within my inbox.
• Queues allow cases to be sent to a queue, which has multiple members. They each are notified of a new case and can take ownership as necessary.

Our support team are aware of the outstanding issues that need to be addressed in terms of open cases. Statuses allow us to organize them in a meaningful way. Reports and Dashboards allow management to follow support KPIs, such as number of cases closed vs. received, age of open cases, count of cases assigned to each rep, etc.

They could improve upon analytics. The reporting function is extremely user-friendly and powerful. I can get the reports that I need 99% of the time, but it is not a robust BI tool.

I've used Service Cloud since 2009 as first a customer and then as an implementation consultant. I have implemented it in various companies with multiple verticals.

We've had no issues deploying it.

The stability is unmatched.

The scalability is unmatched.

Customer service is great.

Technical support is great. Opt for the higher “Premium Support” to open up support channels like Chat with support as well as training videos on demand.

It is what you make it. I have implemented it with a simple configuration without many rules around who can do what in what status and when people should be notified of happenings.

I have implemented it with more complex business rules that required a bit more configuration. The product is set up to allow for both as well as scalability from a simple to complex set up as the organization needs it to grow.

We implemented it through a vendor because of a lack of in-house knowledge at the time. I have since been an implementation consultant who has seen initial in-house implementations. Salesforce is so admin friendly that the temptation to try it out alone is strong. I know that budget can be a concern but I would advise to use a vendor who knows the product.

In most cases, it takes more effort (and money) to fix what in-house novices have put in place than it would have been to set it up right the first time. If the in-house crew has a good technical aptitude, they can usually carry on from there. Just get the foundation right to ensure user adoption and scalability.

Purchase a license for any and all users. Sharing a login hinders usability and visibility of who did what and when. Some third-party vendors can get reports to non-users, but anyone who needs to do anything in the system needs to have their own license.

We did evaluate Microsoft CRM, but you get what you pay for there. We needed the flexibility and dependability of the Salesforce product.

I love this product. I believe it is the best in the industry and is only getting better. Use an implementation partner for initial setup and get the foundation right before trying to venture out on your own. Assign an individual(s) as the system admins and use the implementation as a training ground for them. Make sure they understand the configuration put in place by the vendor so that they can maintain going forward and possibly manage tweaks on their own. Technical aptitude is a must when choosing those admins.

The flexibility of the platform is what really separates it from the crowd. With Salesforce, I can:

• Use clicks vs. code for automation purposes. Examples of this are workflow rules and visual flows.
• Utilize Salesforce's proprietary Java based language to implement more complicated business logic. Additionally, I am able to extend this functionality with their JSP based visual-force language.
• Salesforce has many different ways of accessing their platform with APIs. There is the REST, SOAP, Metadata, connect. Salesforce also offers a lot of pre-built toolkits (Like Javascript and PHP) which make external connections a snap.

The platform is being used to unify multiple business divisions onto a single platform. Currently, each of the eight or so businesses are utilizing their own platform based on multiple technologies (one is a DOS based system with a Fox DB). By utilizing Salesforce as our centralized platform it is enabling our business units to share leads across divisions and give a singular view to our customers.

I would like to see them focus on improving existing functionality instead of trying to market new functionality that is not enterprise ready. While I appreciate their push towards staying on the bleeding edge, it is a shared platform. Thus it is essential that new functionality is able to function with large amounts of data, which Lightning currently is not.

I've used Salesforce for over six years

There have been no issues with the deployment.

There are some governor limits which can make life difficult at times; however, I believe it is important to have these limits in place in order to maintain stability.

I believe that Salesforce gives you the ability to grow your CRM instance in a very scalable way and is usually fairly willing to extend the governor limits with good cause.

This is the one area that I really dislike about Salesforce. Dealing with their Level One support is a nightmare. I used to be in tech support, so I recognize the need for level one, however, for enterprise level customers whom pay for their "premier support", should get premier support not outsourced technical support with whom it takes over an hour of re-iterated explanations of a problem. Granted, most of the issues I call about are complicated; however, that in and of itself should allow for easier escalations.

For this particular project, I did not; however, I have evaluated others against Salesforce in the past. What has usually been the tipping point is:

• The flexibility of the platform
• The tri-annual releases, which ensures that the platform is up-to-date
• Normally painless upgrades

This question will vary vastly from organization to organization. It it easy to get setup with Salesforce; however, with its malleability, setups can be incredibly complex.

I've done it with both. My recommendation would be to steer clear of vendors. Find good people to work with in house. Vendors usually will only add extra time to the project. They usually deliver less than optimal solutions that will need to be re-done later. I have worked with major providers, including like Apprio, ICON and Slalom. All of these vendors have had "consultants" with much less exposure to the platform than myself and generally delivered really crappy code that took way longer to develop than it should have.

Hire experts. Look for an advanced certification if you can find one, if not make sure that they are experienced. Throw fundamental problems at them during the interview to see if they are able to respond appropriately. Salesforce is an IT platform, thus the experts should have a fundamental understanding of database and code structures. Remember that a part of a good implementation will involve process transformation. Do not look at the platform to as a new way to do old things. Take this as an opportunity to evaluate what you are doing well and not well, then use technology to improve those area's that are appropriate. Also, remember that technology should not be used as a nanny system. It is a tool and should be used as such. Utilize users that are power users of your existing systems. Let managers or executives drive overall objectives, and let the power users provide guidance on how the system will be utilized. In the plethora of implementations I have been involved in, this is a common occurrence and ends up creating a lot more work once development has been completed.

• Knowledge Base - can provide answers to customers, and customers can find answers themselves
• Customer Community - direct customer feedback

We have improved our customer service and call-deflection rate with Service Cloud, particularly with Knowledge Base and Customer Community features

The pricing of the various editions could be improved.

I've used it for six years.

No issues encountered.

No issues encountered.

No issues encountered.

10/10

8/10

We previously used Microsoft CRM Dynamics.

Data migration was an issue since it required extensive data mapping and business rule changes.

We did it in-house.

It's estimated at 135% over two years.

It should be implemented only in organizations with over 20 users. Otherwise, it's expensive to manage.

We also looked at Pegasystems.

You should start with organization-wide default settings, then user set-up, then accounts, contacts and the cases and case-related items should be last.

The whole CRM suite is valuable, and it's a platform upon which to rapidly build applications. The ease with which a customer can get up and running on the CRM functionality for their Call Centers is an awesome thing about Salesforce.

Salesforce is always ahead of the curve with new functionalities rolling out every quarter. It does get a little tricky playing around with certain features in Salesforce and you have to get used to it.

Specifically, they need to improve the Knowledge Management module. Right now, managing articles is a pain for administrators especially if an admin needs to maintain thousands of Knowledge Articles in a Salesforce organization. Also, the new revamped UI of Service Cloud that has been introduced as part of Winter '15 release is quite confusing. I hope to see the issues fixed in Spring '16 release.

I've been using it for over four years.

Not as such. However, Salesforce deployment can appear to be a little overwhelming at first to a beginner, but there are ample tools out there to make it as smooth as butter.

It's awesome. You can raise a case for anything. Their support is pretty good.

Plus, the community is so large and helpful that you can just tweet using #askforce, and your questions are answered immediately by the community members.

I have been using it since the beginning of my career.

Pretty easy. You can just sign up and start with their out of the box CRM solution right away.

I'm a consultant and it's quite fun to set Salesforce up.

Given the functionality it gives you out of the box, the price is quite competitive and highly customizable per customer's needs.

Try it and you will be awestruck.

It is at a very mature stage. We are are able to customize Salesforce so that the we can unleash it in our own way, in a way we like, rather than being confined to doing things their way.

The business for one of our client was completely based on Excel for renewing the business. With the implementation of a complete Service Renewal Cycle using Salesforce, their threshold value of conversion got reduced from 1-2 weeks to a single day!

• Salesforce Community
• Salesforce Sales Cloud
• Content
• Library

I have been using this solution from more than three years.

There have been no issues.

There have been no issues.

It is easy and perfect for scaling.

3/10

3/10

One customer switched from Siebel to Salesforce. They did this as Siebel was not adaptable to changing client environments.

It's always easy.

I am part of a vendor team and do the implementations for our customers.

It is always easy when you get to an account executive for the licenses.

I would recommend Salesforce only if you're a large business. For mid-level businesses it is quite hard.

The features we find most valuable are--

• It's easy to customize,
• It's a responsive solution,
• It provides a great user experience, and
• The console is nice, easy to use, and provides relevant and timely data.

When I was a sales administrator for about 70 users, we went from needing two full-time administrators to just one part- time administrator. It greatly reduces overhead in terms of personnel needed to manage he organization.

I've used it for about two years.

We encountered no issues with the deployment.

We encountered no issues with stability.

We were able to scale without incident.

The Salesforce customer service has been excellent.

Technical support has been great.

The initial setup was moderately complex. It requires strong consultant skills to design how you want to process cases.

Don't look at just license costs. Factor in infrastructure savings as well as reduced head count needed to support Service Cloud.