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it_user332844 - PeerSpot reviewer
IPO Business Partner for Marketing at a manufacturing company with 1,001-5,000 employees
Vendor
Features such as pipeline management and custom objects has improved our productivity, but I'd like to see a more powerful campaign function with BI integration.

What is most valuable?

  1. Pipeline management
  2. Reporting and dashboard
  3. Custom objects

How has it helped my organization?

A custom community helped us to build a T2 channel partner community, which has bidding and price approval features. It also improved our productivity compared to our competitors. It doesn't require too much coding.

What needs improvement?

In the marketing part, I want to see a more powerful campaign function with BI integration.

For how long have I used the solution?

I've used it for eight years.

Buyer's Guide
Salesforce Service Cloud
November 2024
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
823,875 professionals have used our research since 2012.

What do I think about the scalability of the solution?

The governor limits are a headache sometimes. We have to either find a workaround or ask Salesforce to improve the limits.

How are customer service and support?

Customer Service:

7/10.

Technical Support:

7/10.

How was the initial setup?

It depends. If the business role, process, security rule are already there and quite complex, or volume of data need to be migrated are quite high, it will be complex. Lots of things need to be considered.

What about the implementation team?

With the vendor. If you start from scratch, you'd better work with a vendor team. Then you can either develop your in-house expertise during the project implementation, or hire someone in marketing who has the skills.

What's my experience with pricing, setup cost, and licensing?

Our users are satisfied with the product, and they spend less time on this tool, but create more opportunity and other data.

Have a discussion with a sales consultant from Salesforce and they will give you proposal regarding your requirement/company size, etc.

Which other solutions did I evaluate?

With the consideration of cost, platform extendability, and performance, Salesforce was finally chosen.

What other advice do I have?

It is a quite a good product. If you are going to replace your existing on-premise CRM with a new cloud solution, don't hesitate to call them. But it has limitations as well. Work with a consulting partner, they will help you to boost your productivity.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user377427 - PeerSpot reviewer
Director - Global Client Services & Platform Education at a tech services company with 501-1,000 employees
Consultant
The most valuable features for us are Cases, Community, and Chatter.

Valuable Features:

The most valuable features for us are Cases, Community, and Chatter.

Improvements to My Organization:

Service Cloud has allowed our organization to centralize multiple tools and resources into one tech stack that has optimized our ability to coordinate service efforts across the organization.

Room for Improvement:

UI/UX has always proven difficult to keep up with. Salesforce, in general, requires a continued training effort to keep people up to speed and to encourage adoption in the tools. While there have been big improvements to date, simple things like ability to bookmark, right-click or otherwise multi-task panes and articles in Salesforce and the community have been missing.

Deployment Issues:

We've had no issues with deployment.

Stability Issues:

We've had no issues with stability.

Scalability Issues:

We've had no issues with scalability.

Other Advice:

Preparation and training is 90% of the work. Get to know the product before deploying widely. Have your admins get into Trailhead and invest in the training offered by Salesforce.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Salesforce Service Cloud
November 2024
Learn what your peers think about Salesforce Service Cloud. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
823,875 professionals have used our research since 2012.
it_user363717 - PeerSpot reviewer
Salesforce Service Cloud Admin at a financial services firm with 1,001-5,000 employees
Vendor
It has the ability to customize which is valuable.

What is most valuable?

  • UI
  • Easy to build
  • Standard features
  • Ability to customize

How has it helped my organization?

  • Collaboration using Chatter
  • Reporting using Wave Analytics
  • Call center
  • Case Feed
  • Console

What needs improvement?

Avoid customizations as much as possible.

For how long have I used the solution?

I've used it for over four years.

What was my experience with deployment of the solution?

No, it's very easy especially if Standard functionality is used.

How is customer service and technical support?

They're very good.

How was the initial setup?

Initial set up was done using Standard features and hence it was very simple.

What about the implementation team?

We did it in-house.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.
Updated: November 2024
Buyer's Guide
Download our free Salesforce Service Cloud Report and get advice and tips from experienced pros sharing their opinions.