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.
Agentforce Service
Salesforce, Inc.External reviews
7,044 reviews
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Helps to track the entire customer journey from lead to account or opportunity
What is our primary use case?
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 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
Software Engineer in Salesforce
What do you like best about the product?
Salesforce service cloud provides capabilities including social media integration, self-service portals, call center administration, and case management, Salesforce Service Cloud offers a feature-rich platform. It also provides highly customizable, and businesses can tailor it to their specific needs and workflows
What do you dislike about the product?
Salesforce service cloud is expensive to implement since it is very costly it is hard for small startup to use it. Setting up the Salesforce service cloud is very complex.
What problems is the product solving and how is that benefiting you?
It helps me solve many business related problems which is very complex to handle
Sales Admin
What do you like best about the product?
Easy-Flxible-Efficiency-Can connect people with each other
What do you dislike about the product?
Some glitches when use - Sometimes error
What problems is the product solving and how is that benefiting you?
Followup with all company
Good Expectations with Salesforce
What do you like best about the product?
What I like most about Salesforce Service cloud is how easy it is too store and edit prospects information.
What do you dislike about the product?
At this moment I am having opt in and opt out issues, I have yet to speak with support so maybe this can easily be resolved.
What problems is the product solving and how is that benefiting you?
Salesforce is allowing me have my prospects contact and company information in front of me before entering a chat.
Good tools to be more orginzed
What do you like best about the product?
Certainly! Salesforce Feedback Management allows you to gain insights into what your customers and users think, helping you refine your customer feedback strategy. With this tool, you can create engaging, personalized surveys using an easy-to-use editor. Different question types allow you to gather relevant data, and survey responses are mapped to customer records in your organization. You can then export survey data, create reports, and share insights with your company¹.
What do you dislike about the product?
You need to have time to setup all input data
What problems is the product solving and how is that benefiting you?
Data analysis
A decent UI Experience for all
What do you like best about the product?
the ease of navigation
the numerous ways that salesforce can be changed to suit a persons need
the real time tracking
the numerous ways that salesforce can be changed to suit a persons need
the real time tracking
What do you dislike about the product?
it can be difficult to know hwo to represent information if you don't know how to manipulate the page
What problems is the product solving and how is that benefiting you?
being able to track all open tasks and projects across multiple teams and people allowed for me to see which deadlines I may have been falling behind in and track the questions and responses I've gotten from the stakeholder
I was able to filter down to the areas of what my other teammates were working on to see if I could lend any assistance when I had a free minute
I was able to filter down to the areas of what my other teammates were working on to see if I could lend any assistance when I had a free minute
Easy to use and follow a narrative use case
What do you like best about the product?
User friendly and helpful in identifying use cases and related data
What do you dislike about the product?
There are limited possibilities in adding new fields and filters and insufficient UI flexibility for self-service reports and views.
What problems is the product solving and how is that benefiting you?
Helps create visibility between teams and a way to review customer data in Customer Success and identify key next steps and action plans.
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