We use Salesforce Service Cloud for CRM.
Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Sensational Service Cloud
What do you like best about the product?
I love that Service Cloud integrates with Sales and Revenue cloud to assist with providing a full picture of the Customer. This enables us to provide better Support having a single source of truth for all things Customer!
What do you dislike about the product?
There are a few UI things with Knowledge that I think could be improved. For instance a more modern interface for articles.
What problems is the product solving and how is that benefiting you?
ServiceCloud enables us to have direct communication with our customers via live chat, while providing us with ongoing insights on how to better serve them through knowledge articles.
Game Changer
What do you like best about the product?
Ensures no customer is left behind, gives great metrics for improvement, and allows easy case and customer history.
What do you dislike about the product?
Data not real easy to segment after you have gotten going. It is not as user friendly as outlook.
What problems is the product solving and how is that benefiting you?
Ensuring we respond to every customer request in a timely manner.
advance
What do you like best about the product?
salesforce service cloud is a good way to represt your work
What do you dislike about the product?
nothing much everything was good, as crm is way to easy to handle
What problems is the product solving and how is that benefiting you?
it is befefiting in way to organise many things properly to use
Complete Customer Support Package for Companies
What do you like best about the product?
It is very user friendly, specially Omni Channel, and Customizable Console interfaces, and the ease of Integration stand out. And the quick and efficient customer support that is ensured with it.
What do you dislike about the product?
The only disadvantage for Service Cloud can be it's steep pricing model, which might be constraint for Small emerging Businesses.
What problems is the product solving and how is that benefiting you?
The Case Management system, allows agent to get back to customers quicker and on a priority basis to get their queries and problems solved.
Love Service Cloud
What do you like best about the product?
We just transitioned to Service Cloud and we are loving some of the automation options. Saving so much time!
What do you dislike about the product?
We worked cases in Sales Cloud previously and it takes some getting use to using Service Console, however most of it I love some things that have been challenging have been pinning reports and other things because you can't see the title.
What problems is the product solving and how is that benefiting you?
We are still new to Service Cloud, but using Macros, and quick text have really helped save time and clicks. We are still building out Knowledge, but we see the benefits already and can't wait until it's more robust for us to use.
An easy-to-use and scalable solution that can be used for CRM
What is our primary use case?
What is most valuable?
The most valuable feature of Salesforce Service Cloud is its ease of use.
What needs improvement?
Salesforce Service Cloud's report functionality could be improved.
For how long have I used the solution?
I have been using Salesforce Service Cloud for ten years.
What do I think about the stability of the solution?
I rate Salesforce Service Cloud a seven out of ten for stability.
What do I think about the scalability of the solution?
About 2,000 users, including salespeople, operations, and executives, are using Salesforce Service Cloud in our organization daily.
I rate Salesforce Service Cloud ten out of ten for scalability.
Which solution did I use previously and why did I switch?
I previously used Oracle Sales Cloud.
How was the initial setup?
I rate Salesforce Service Cloud an eight out of ten for the ease of its initial setup.
What about the implementation team?
We implemented Salesforce Service Cloud through an in-house team.
What other advice do I have?
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.
Stable, customizable web-running solution and allows for the seamless implementation of any desired features
What is our primary use case?
The strongest use case has been warranty and warranty case management, as well as some repair services.
What is most valuable?
The reason why most businesses are so happy about Salesforce Service Cloud is that it covers all the bases for the product.
It is very customizable, which is great for IT, but for the best part, they love it because they can get any of the features implemented.
So, this is a general advantage of cloud systems: that you have good performance, ease of use, and a customizable system.
What needs improvement?
There is room for improvement in pricing.
For how long have I used the solution?
I have plenty of experience using this product. I have historically worked with Salesforce. So, I have been with Salesforce since 2017.
What do I think about the stability of the solution?
It is very stable. That's one of the advantages. It is what you pay for. You pay a fortune for Salesforce products. It's a web-running stable solution that we can customize, but it's also very expensive.
What do I think about the scalability of the solution?
It is a very scalable solution. We work with medium-sized businesses.
How are customer service and support?
If you have paid for the service report and hotline and everything, then you have an excellent report for the support. It's a matter of the assurance agreement.
I have never experienced bad support if you're paid for it.
So, generally, it's a good service. If you're buying a premium product, you can buy premium support. You also get it premium.
How would you rate customer service and support?
Positive
How was the initial setup?
It's a cloud tool, so it is easy to set up.
Moreover, if you have a tool that requires some data load maintenance is required. Generally, Salesforce is very easy to work with.
What's my experience with pricing, setup cost, and licensing?
The price is too expensive.
What other advice do I have?
Overal, I would rate the solution an eight out of ten.
Helped address customer complaints and aligned my company with the industry's best practices
What is our primary use case?
I'm an internal consultant, implementing the solution for my current and previous companies. At my company, we have a contact center where the customer calls for the repair or the service of their product. Once that call lands at the call center, the agent supports the customer to solve their query. If the agent fails to support them, the agent transfers the call, creating a case in Salesforce allocated to a technician. The technician then visits the customer's house, solves product issues, and closes the case in Salesforce. Based on that, the technician raises the customer's claim, their money.
What is most valuable?
This solution has customer 360 features. I can leverage Salesforce to connect with my customers for the service and sales operation. Therefore, one of Salesforce's benefits is the centralization of data. Salesforce already has predefined objects and the best practices built into the system, allowing customers to manage change with the industry's best practices. That is how we have leveraged the business office desk's new best practices using Salesforce. Another benefit is that the solution is very quick to implement. We have gone live with Salesforce within six months, with seven years of legacy data.
The three major pillars of Salesforce Service Cloud are the SSL, Chatter, and the Dispatcher Console, which routes calls to the technicians.
What needs improvement?
Salesforce should include maps as a default offering so that, as a customer, I can view where the technician is on the geographical map. Right now, it comes with an additional cost. Salesforce does not have a global tie-up with maps.
Moreover, reports need to be improved. Their sources have very standard and basic reports, sometimes not solving the business operations issues. And we have to move toward an analytical tool or some other tool. Reports are the weakest area of Salesforce.
For how long have I used the solution?
I've worked with Salesforce Service Cloud for more than four years.
What do I think about the stability of the solution?
The solution is quite stable. I rate its stability around eight out of ten. Sometimes, we might face issues when connecting Salesforce with some other system in the interfaces. However, within Salesforce, it's not a problem.
What do I think about the scalability of the solution?
I rate the solution's scalability a nine out of ten. Salesforce is very scalable because Salesforce has a global upgrade. Whenever a new feature is added to Salesforce, it gets updated for all customers across the globe.
We have more than 2,000 users. The solution is 100% adaptable and used daily. We plan to increase usage in the future.
How are customer service and support?
Sometimes, tech support fails to solve the issue, but that is the rarest of rare occurrences. And whenever they fail to solve the issue, they consider it a backend issue and plan it for the next release.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We previously used Microsoft Dynamics. We switched to Salesforce because of its scalability and its new best practices. Those are the two major reasons.
How was the initial setup?
I rate the solution's initial setup process a nine out of ten because it is easy. It took six months to implement the solution. Separately, preparation and deployment take two and six months, but when done in parallel, it takes six months. The deployment process first requires us to migrate your data from the current system to another system. Then, we need to create the structures of the objects and the design models within Salesforce. We need to prepare the data by mapping the data fields from the old system to the new system, and then we prepare the modules. We do the master setup within Salesforce. Then, we migrate all data into the new system from the old system as phase one. After migration, we create the validations and rules for the data for the business operations. Then, we move this entire chain set to the production environment, which is available for the users who proceed with training.
What about the implementation team?
We had partners to do the implementation and worked with different partners. We required around 20 to 25 people to implement the solution in totality. After that, we now need two to three people to maintain the solution.
Which other solutions did I evaluate?
We considered Microsoft 365 and SAP.
What other advice do I have?
I rate Salesforce Service Cloud a nine out of ten.
Top-Notch Service Management
What do you like best about the product?
Users appreciate Salesforce Service Cloud for its versatile customer support tools, customization options, and seamless integration with other business applications. Automation, robust analytics, and scalability further enhance efficiency. The platform's mobile accessibility and AI-powered insights are valuable features for modern customer service operations.
What do you dislike about the product?
Common dislikes about Salesforce Service Cloud include its high cost, complexity of setup and customization, and a steeper learning curve for new users. Some users find its user interface less intuitive, and the need for additional third-party apps for certain features can be frustrating. Customer support responsiveness may also vary.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud addresses various customer service challenges. It streamlines case management, reducing response times and improving customer satisfaction. Its knowledge base and self-service options lessen the support team's workload. Integration with other tools enhances data visibility and decision-making. While I don't personally benefit, users experience improved efficiency and service quality.
Great for Service Based Businesses
What do you like best about the product?
Allows us to easily track cases and send work orders to our field service technicians.
What do you dislike about the product?
Pricing. Everything is always an added price with Salesforce. It's great and all encompassing, but you have to pay for every add on.
What problems is the product solving and how is that benefiting you?
Allowing our partners and customers to send us issues directly and then allowing us to track that case until it is completed. Definitely speeds up productivity. The less emails we have to send outside of our platform, the better.
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