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.
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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.
Pros and Cons for Service Cloud
What do you like best about the product?
The best thing to have service cloud is the configurations are so easy it can be learned in just a week.
Having CTI is another best feature in our pocket which makes call connections easy and ease of integration makes it's interesting while working on it.
Having Knowledge objects makes support so Easy, As it's implementation is so easy, customer support has become so easy becuase of this.
Having CTI is another best feature in our pocket which makes call connections easy and ease of integration makes it's interesting while working on it.
Having Knowledge objects makes support so Easy, As it's implementation is so easy, customer support has become so easy becuase of this.
What do you dislike about the product?
Pre-configured reports and dashboards would have been useful as creating them is hectic task for me.
And for Macros,quick text I saw very less help is provided.
And for Macros,quick text I saw very less help is provided.
What problems is the product solving and how is that benefiting you?
NA
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.
Good for those all-in on Salesforce, could use improved UI/UX upgrades
What do you like best about the product?
Service Cloud lives on the Salesforce platform, so that means it has access to all of the information in your org and can be extended with automations and integrations. It's nice that agents are able to access information about customers and have an overview of the customers they are working with. The number of ntegrations available to Service Cloud allows us to make Service Cloud work well for most of our customers and give them the tools they need.
What do you dislike about the product?
It's clunky, hard to navigate, feels very dated. The UI/UX of Service Cloud is bad. Third-party services desks are much better in both areas. A lot of features that are OOTB in other tools have to be built from scratch or heavily modified to make work for many customers. It quickly becomes more complicated to use and work with due to this customizability.
What problems is the product solving and how is that benefiting you?
We work with clients who have large number of employees that need to access a self-help center for knowledge articles, open and interact with cases, submit service requests. Customers access another portal for products where they can open cases or engage with service through an Einstein bot and omni-channel chat support.
Efficient Customer Support
What do you like best about the product?
Streamlined case management, Knowledge Management, Ease of building Experience Cloud site using knowledge and case creation. Implementing self-service portal is very easy. It can easily be intergrated with other clouds.
What do you dislike about the product?
Customizations in salesforce service cloud is not easy. Customer support is not good.
What problems is the product solving and how is that benefiting you?
My orgnization is now able to manage cases very easily. Self-service portal and knowledge base has helped in case deflection. It has enabled our team to connect with customer through multiple channels such as web, email, and phone.
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.
Great unified experience!
What do you like best about the product?
I can handle various tasks such as live chat support, managing the team's queue, and creating reports, all within the same interface.
What do you dislike about the product?
The knowledge base interface is a little limited, but maybe that is because of the features the admin is putting in.
What problems is the product solving and how is that benefiting you?
Salesforce helps me consolidate all my tools onto one platform, allowing me to perform all necessary tasks as an agent and supervisor.
Salesforce Service Cloud is well built platform for the Support process of a service Industry
What do you like best about the product?
Salesforce Service cloud have many features few of them what i liked are Email to case, web to case, business hours,service settings for cases, easy to build automations with flow's for service process like case assignment to queue,automatic responses, scheduling of business hours, rep's skill besed routing ,Live agent and many more.
What do you dislike about the product?
In few Modules customization needed for automating the service process,It has basic reporting and dashboards but For well reporting again we need additonal tool licence needs.
What problems is the product solving and how is that benefiting you?
From Creatingthe cases and assigning to the right skilled person and solving on time with SLA and Suggestion based attaching the right KB articles helped us in our projects, also it have many other features to implement for customer service centric solutions.
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.
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