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.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Salesforce Service Cloud for Exceptional Customer Service
What do you like best about the product?
It offers 360 degree customer view which includes its comprehensive customer service tools, user-friendly interface, seamless integration capabilities, customization options, automation, and AI features, all contributing to efficient case management and a superior customer experience.
What do you dislike about the product?
Potential challenges with the learning curve for new users, and another concern is about the cost of licensing and customization. It's important for organizations to assess their specific needs and budget considerations when implementing Salesforce Service Cloud.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves problems related to inefficient case management, disjointed customer support across channels, and manual, repetitive tasks. Its benefits include streamlined service processes, improved agent productivity, enhanced customer satisfaction, and data-driven insights for continuous improvement.
Used for CRM (customer relationship management) cases and general sales cases
What is most valuable?
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.
Maximize Service Efficiency with Salesforce Service Cloud's AI Platform
What do you like best about the product?
Salesforce Service Cloud with AI helps uncover trends and patterns in customer behavior, leading to better informed business decisions.
What do you dislike about the product?
Salesforce Service Cloud is expensive, with high price and extra fees for additional services.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud eliminates inefficiencies in case management, allowing faster resolutions and enhancing our team productivity through centralized data and automation.
Salesforce Service Cloud is key for our Next Generation Customer Service
What do you like best about the product?
A modern and intuitive user interface with the ability to easily configure business rules and processes.
Salesforce Service Cloud has been vital for us in order to implement our strategy.
Salesforce Service Cloud has been vital for us in order to implement our strategy.
What do you dislike about the product?
Being a Danish customer some regional or language specific features might be released quite late.
What problems is the product solving and how is that benefiting you?
Supporting an omni-channel strategy for Customer Service.
An amazing platform to manage your customer service
What do you like best about the product?
Case management, Omni channel routing, and all customer information in one place.
What do you dislike about the product?
It's costly and small firms cannot afford it sometimes
What problems is the product solving and how is that benefiting you?
Any request that a customer make about their ongoing services are routed through the service cloud.
Used as CRM to pull data, update business opportunities, and support the sales team
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.
Helps to track the entire customer journey from lead to account or opportunity
What is our primary use case?
I've been using Salesforce Service Cloud for a long time. We're integrating it and using it. For Salesforce Service Cloud, we have use cases like integrating invoices, products, and sales orders between the tool and NetSuite. When an opportunity is won, the transaction happens in NetSuite. We must integrate these systems for a 360-degree view that our C-suite needs. It's an event-driven process with automation. When an order executes in Salesforce Service Cloud, it creates an order in NetSuite. We then need to tie back subscription IDs and order IDs to the solution.
What is most valuable?
The main benefit of Salesforce Service Cloud is that everything is in the cloud. We can track the entire customer journey from lead to account or opportunity. The CRM is in the cloud, while the financial transactions are in NetSuite. By integrating these applications, we get a complete view of the business. Some integrations are event-driven, while others are batch integrations that run at scheduled times. We also build reports using our in-house analytics tool to help leadership make decisions.
What needs improvement?
We're seeing a lot of automation and AI enhancements for improvements. This helps answer simple questions without manual intervention, saving time. We can improve by automating more of our solution-building process. Salesforce Service Cloud is a SaaS (Software as a Service) solution. It's constantly evolving, and we're always looking for ways to improve our use. The cloud services we use include CRM (Salesforce), financial (NetSuite), and people (Workday). These services are becoming more automated, with a lot happening in the AI space. We do a lot of modeling ourselves to find answers to questions, and our product team has introduced some AI enhancements.
What do I think about the stability of the solution?
Regarding stability, it's robust, with no noticeable data latency, whether we use external tools or Salesforce Service Cloud's in-house technology for data integration. Nothing stands out as a bottleneck to me.
What do I think about the scalability of the solution?
I find Salesforce Service Cloud pretty scalable. Salesforce has taken care of a lot of custom needs by itself. I've been working with that cloud for a while now. For email marketing, they offer ExactTarget. For real-time sync, they have Heroku connectors. For AI-driven dashboarding, it has Einstein. If you want customized dashboarding and analytics reporting, it has Tableau. They're the market leader for CRM. Most of their services are scalable, as far as I understand.
How are customer service and support?
I haven't used technical support extensively, but from what I hear, they respond to tickets on time.
How would you rate customer service and support?
Positive
How was the initial setup?
Tools like Fivetran make deployment easier. They take care of many deployment issues—we just have to plug and play. It also makes the developer's life easier, as they don't have to build connectors or create schemas. We're also developing in-house capabilities for deployment by creating our own CI/CD pipeline for apps. We're trying to reduce our reliance on outside solutions or integrators, but we can still improve in this area.
What was our ROI?
The return on investment is high, but it depends on the company's size, data volume, and transaction volume. For companies that want to save time and ensure the reliability of their data and insights, paying the premium can be worth it.
What's my experience with pricing, setup cost, and licensing?
Salesforce Service Cloud is expensive. I worked with ExactTarget over five years ago, and it was quite pricey then. Not everyone could afford it. Salesforce has different tiers for different kinds of users. It's expensive considering their features and services, but they offer best-in-class solutions.
What other advice do I have?
I rate the overall solution a nine out of ten.
Utilizing salesforce daily
What do you like best about the product?
I like how many options there are to customize it to your liking
What do you dislike about the product?
It can be very tedious to make customizations, and there are several levels of admin to go over to get things done
What problems is the product solving and how is that benefiting you?
They make the day to day easier to organize thousands of leads
Salesforce sfdc review
What do you like best about the product?
We use sfdc to create tickets and resolve them or escalate. Sfdc is user friendly and easy to access to document tickets and search previous tickets.
What do you dislike about the product?
Nothing actually because I have used sfdc from a year and I don't see any issues.
What problems is the product solving and how is that benefiting you?
It's user friendly I can say.
Using Salesforce Service Cloud in fintech and financial services
What do you like best about the product?
I enjoy all of the different functions Salesforce Service Cloud offers to the fintech space.
What do you dislike about the product?
The only downside I've seen is older users having trouble grasping the full capabilities of the software.
What problems is the product solving and how is that benefiting you?
Time managment has been a huge benefit I've noticed
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