Business Intelligence & Analytics Manager - Global Virtual Sales & Engineering at Cisco
Real User
Top 20
2024-08-01T18:17:00Z
Aug 1, 2024
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.
I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity. From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time. There's no other way to think about the service. I would rate it ten out of ten.
Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders. As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution. There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports. For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes. AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten. I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled.
Salesforce Service Cloud is actually a good tool. Every customer needs a quick response because the customer is ultimately what every organization needs to serve. Only when customers are satisfied can we get more results. That is how our organization can also have good feedback and work. Every customer contacts us via phone, and every call cannot be monitored. Salesforce captures everything, including leads, and quickly responds so that customers feel satisfied by the issues being addressed. Based on the escalation metrics, the issues would be closed within one, two, or three days. The solution provides good integration. It is a tool we use without coding, and it works well. The solution has a single user for one branch. Salesforce Service Cloud is a user-friendly and flexible solution that provides good accessibility and security. The login and integration part is also good from system to system. The solution's artificial intelligence capabilities are good. I would recommend Salesforce Service Cloud to other users because it is a good CRM software. Overall, I rate the solution ten out of ten.
Senior Sales Engineer at a tech services company with 5,001-10,000 employees
Real User
Top 20
2024-04-30T10:32:35Z
Apr 30, 2024
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.
Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup. Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements. I rate the tool a nine out of ten. It is one of Salesforce's best products.
The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows. Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon. The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution. Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution.
The product was fine, and it improved my company's customer service response time. I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM. The product's analytics features support our company's service improvement strategies greatly and fantastically. I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool. The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP. I rate the tool a seven out of ten.
I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.
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.
I am using the latest version of Salesforce Service Cloud. Salesforce Service Cloud is deployed on-cloud in our organization. I would recommend Salesforce Service Cloud to other users. Overall, I rate Salesforce Service Cloud an eight out of ten.
Overall, I would rate the solution a nine out of ten. The advice I'd offer is applicable to any platform, not just Salesforce. Prospective users should conduct thorough research and have a clear understanding of their expectations and desired features before implementing the product. It's essential to be clear about what they want to achieve with the system. For instance, if they plan to handle customer requests, they should have a well-defined process in mind. The key is to make the most of Salesforce's features to maximize the benefits, rather than using it solely as a record-keeping system. The complexity arises because Salesforce has grown significantly as a platform, and this complexity applies to all its offerings.
Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.
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.
I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity. From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time. There's no other way to think about the service. I would rate it ten out of ten.
Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders. As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution. There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports. For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes. AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten. I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled.
Salesforce Service Cloud is actually a good tool. Every customer needs a quick response because the customer is ultimately what every organization needs to serve. Only when customers are satisfied can we get more results. That is how our organization can also have good feedback and work. Every customer contacts us via phone, and every call cannot be monitored. Salesforce captures everything, including leads, and quickly responds so that customers feel satisfied by the issues being addressed. Based on the escalation metrics, the issues would be closed within one, two, or three days. The solution provides good integration. It is a tool we use without coding, and it works well. The solution has a single user for one branch. Salesforce Service Cloud is a user-friendly and flexible solution that provides good accessibility and security. The login and integration part is also good from system to system. The solution's artificial intelligence capabilities are good. I would recommend Salesforce Service Cloud to other users because it is a good CRM software. Overall, I rate the solution ten out of ten.
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.
Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup. Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements. I rate the tool a nine out of ten. It is one of Salesforce's best products.
The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows. Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon. The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution. Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution.
Overall, I would rate the solution an eight out of ten. I would recommend it to other users.
The product was fine, and it improved my company's customer service response time. I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM. The product's analytics features support our company's service improvement strategies greatly and fantastically. I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool. The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP. I rate the tool a seven out of ten.
I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.
Overall, I would rate the solution a nine out of ten.
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.
I am using the latest version of Salesforce Service Cloud. Overall, I rate Salesforce Service Cloud a six out of ten.
I am using the latest version of Salesforce Service Cloud. Salesforce Service Cloud is deployed on-cloud in our organization. I would recommend Salesforce Service Cloud to other users. Overall, I rate Salesforce Service Cloud an eight out of ten.
Overall, I would rate the solution a nine out of ten. The advice I'd offer is applicable to any platform, not just Salesforce. Prospective users should conduct thorough research and have a clear understanding of their expectations and desired features before implementing the product. It's essential to be clear about what they want to achieve with the system. For instance, if they plan to handle customer requests, they should have a well-defined process in mind. The key is to make the most of Salesforce's features to maximize the benefits, rather than using it solely as a record-keeping system. The complexity arises because Salesforce has grown significantly as a platform, and this complexity applies to all its offerings.
It is a centralised CRM solution and I would rate it 10 out of 10.
When looking at SDFC, take a look at the whole ecosystem.