Salesforce Service Cloud Reviews

• Case creation and tracking
• Workflow automation
• Notifications with templates
• Technician scheduling (using CalendarAnything)

All cases were tracked in Excel by individual service coordinators and, therefore, they were unable to share workload or centralize services. We used a custom program for technician scheduling that could not be easily expanded to multiple service branches, where only central office had this functionality. All communications (emails) were with individual service coordinators, resulting in inconsistent communications. Service Cloud changed all that.

There's an issue where creating a repetitive appointment creates two appointments on the first occurrence.

We've used it for more than a year.

We have no issues with deploying it.

We've had no stability issues.

We're able to scale it for our needs.

Customer service is excellent.

Technical support is excellent.

We considered purchasing an app for service management, so we evaluated Service Max and JBB Mobile. We did not proceed with either as our company is in the process of implementing SAP.

Setup was straightforward from a data standpoint since we were already using Salesforce Sales Cloud and, therefore, customers and products were already loaded into Salesforce. The main focus of this project was to define new service management processes and configure Salesforce to match the processes.

We used a certified Salesforce systems integrator. I highly recommend using a systems integrator for the initial implementation, ensuring there is sufficient knowledge transfer so that the internal team can support after Go Live.

Head count in service management was reduced, department moved into a profitable position, and we increased service business by 30%.

My advice would be to ensure that the business process owners fully understand and support the solution. Don’t let them skip design meetings, or they will question every decision that was made later in the process, causing rework of the configurations.

• Case Management
• Service Cloud Console
• Workflow Rules
• Territory Management

Logging activities and creating opportunities are easier than before, and it provides visibility of the sales pipeline.

Reporting needs improvement as sometimes we need to export data and work with it in Excel.

I've used it for three years.

Once set up, we've had no issues with deployment.

We've only had one stability issue in three years.

No issues with scalability.

9/10 - Sometimes cases need to be escalated more quickly.

No other CRM product was used before.

I did not participate in the initial setup.

We implemented it through a vendor team.

If you want to use Enterprise Edition or above and use a complex architecture, look for an experienced consultancy/in-house consultant to set up your organization initially.

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.

• Service Console
• Knowledge 1
• CTI Integration

It's increased our contact centre agent efficiency.

There is no control over the appearance of Visual Flow pages, giving the appearance of an amateur web application within the Salesforce interface.

It would also be good if there were a workforce management component to balance call distribution in a contact centre based on agent skills and experience.

I've been using it on and off for 12 years.

The solution is very stable.

It's very scalable. Being cloud-based, the application easily scales to high user and transaction counts.

Tech support is responsive, but they often suggest the solutions that one has already read by doing a Google search. I usually have to escalate to tier two to get the answer I need.

But to be fair, being a certified Salesforce consultant, my questions are usually more complex than a regular end user’s questions.

I migrated my tech support team off of BMC Remedy and have migrated many clients off of Siebel and other systems.

Salesforce is much more easily configured so it can change as your business processes change; it’s extremely scalable so it can grow as your business grows, and it’s API is extensive so you can integrate with back office systems in a relatively straightforward way.

It's straightforward. For a small- to medium-sized business, the system can usually be set up with no custom development. Enterprise organisations will usually require some code to be written along with data migration and data integration.

However, when I migrated my team from BMC Remedy to Salesforce, I did so with no previous training and was able to customize the system to my requirements using the declarative interface. I migrated the data myself using the salesforce Apex Data Loader, which is available for free.

I implemented it myself as described above. However, I would recommend using an integrator. They know the system really well and can ensure your system is implemented following best practices and taking advantage of all the latest features.

While my original implementation was satisfactory, it could have been much better. One example is, I lost all of my record creation dates from the legacy system because I didn’t know that Salesforce could make the Created By and Created Date fields editable when creating records as part of a migration.

My recommendation on pricing is: “negotiate”. The Salesforce account executives can be flexible on price at times so don’t be afraid to negotiate a better price. You may have to commit to a longer contract but you won’t regret it.

Also, if you’re going to do an implementation project, only purchase enough licenses for the implementation team and arrange to start paying for your other user licenses when you go live.

If you’re doing a three month implementation, there’s no need to pay the subscription fees for users who won’t log into the system until you go live.

Use a Salesforce partner and make sure their consultants are certified. Talk to three different firms, and don’t let price be the only driving factor. Rather, look at the firm that seems to best understand your requirements, has good answers on why particular parts of the implementation will cost what they’re proposing, and has a solid methodology that they can easily explain to you.

Simply choosing the least expensive option often costs more in the end with either delays, change requests or worst case, failure.

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

• I would like better tracking of cases with SLA overdue (including "soon overdue").
• Emailing from the product has its limitations.
• In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below:

• No ability to paste pictures from clipboard.
• Adding in-line comments is not easy.
• I would like them to add a button such as "Send email and mark case as pending customer info".
• No embedded management of out of office auto-replies.

I've used it for one year.

There were no issues with the deployment.

There have been no issues with the stability.

There have been no issues with scaling it.

8/10

8/10

The complexity of the setup was in-between. There was some complexity.

It was done mostly in-house.

You should use a vendor for best practices and to stay in the spirit of Salesforce, as opposed to distorting the product.

The Cases and Case Deflection features are the most valuable for us.

If you can get customers to self-serve, this is invaluable and save your customers' time and your staff's time. Our NPS actually went up when we introduced this as customers loved self-service and our cases went down by 50%.

I'd like to see more of a blog feature to allow better updates from our staff and link to it socially. This would save us having to run these through two different systems.

I've used it for 12-14 months.

We've haven't yet had any issues with deployment.

It's been stable for us.

We've had no problems scaling it for our needs.

Customer service has been great as we're a beta customer.

Technical service has been great as we're a beta customer.

Yes, we were previously using Zendesk as our ticketing/case system. We chose to move to Service Cloud and Community Cloud because we were running our sales side on Salesforce and support on Zendesk. We wanted a single view of our customers so both sales support and accounts could see what was happening with the customer.

The initial setup was straightforward as we were able to set this up in a matter of days.

We implemented all this in-house. As Community Cloud is all template-based and no code is required, this was very simple to set up.

Use the templates for community and use Community Cloud with Service Cloud as they work very well hand-in-hand. Use Case Deflection and the knowledge base articles.

For us, the Force.com platform is the most valuable feature.

It's a great tool for collaboration because it can track and share everyone's input. You can also configure workflow rules to enforce process.

I've used it for over five years.

No issues encountered.

No issues encountered.

No issues encountered.

It depends on your contract with Salesforce. There is a lot of information from the user and developer community that does not require a support contract with Salesforce.

I used to use Clarify/Amdocs.

The initial set up can be a non-event. However, most businesses would need complex customizations.

I have done it both in-house and with a vendor.

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well-defined.

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well defined.