I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US.
In the aforementioned project, different cases were arriving, including Email-to-Case and Web-to-Case, which were captured using Salesforce Service Cloud. Later on, Omni-Channel was used to assign cases to varying queues or users. Following the aforementioned step, the cases will be allotted to entitlements and milestones. I also have knowledge regarding the work orders and all the basic objects of Salesforce Service Cloud like account contact.
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Salesforce, Inc.External reviews
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Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud brings SOA cloud architecture to users that need it, versus those whom organizations can afford it. It's know fact the user access costs like $40 less per user than the traditional Electronic Business Suite of cloud applications.
What do you dislike about the product?
It seems like all software the twice yearly updates, mostly for Security Processes and the like tend to make the Agile Development or UX Team jump thru hoops type analogy. Some of its good, not allowing any one person or engineer to get stale sort of thing. It doesn't create excitement, but more work.
What problems is the product solving and how is that benefiting you?
Contracts with Vendors/IT Engineers visiting the HQ from home or remot offices.
Excellent CRM Tool
What do you like best about the product?
That is an intuitive and easy-to-use tool. Its user-friendly interface and robust features allow for quick and efficient access to and management of information, facilitating informed decision-making.
What do you dislike about the product?
I don't like how it manages tasks and to-dos. Compared to HubSpot, which offers a dedicated space for tasks and pending activities that is more user-friendly and easier to navigate, Salesforce's approach feels less efficient.
Additionally, every time a name is provided, it should be linked to the corresponding email or at least trigger an alert if there's no match. The system should also automatically correct the capitalization of names. For international addresses, there should be an easier way to input the address to accommodate different formats.
Additionally, every time a name is provided, it should be linked to the corresponding email or at least trigger an alert if there's no match. The system should also automatically correct the capitalization of names. For international addresses, there should be an easier way to input the address to accommodate different formats.
What problems is the product solving and how is that benefiting you?
I used for tracking sales activities. It is a good tool because it is intuitive and easy to use. Its user-friendly interface and robust features allow for quick and efficient access to and management of information, facilitating informed decision-making.
Salesforce can be better than what it is
What do you like best about the product?
Salesforce consolidates information better than most ITSMs, and its cloud-based platform truly allows for shared access amongst authorized groups, making the experience more streamlined.
What do you dislike about the product?
There is an unexplained need to use Jira integration for communications. Salesforce, especially Salesforce Lightning, has more than enough potential with its easy navigation to implement a communication system.
What problems is the product solving and how is that benefiting you?
Salesforce can consolidate problems based on keywords/phrases, thus allowing the business to compartmentalize various trending issues from being great to egregiously bad.
Amazing program
What do you like best about the product?
I currently use Salesforce at my job and can say that it appeals to the eyes. It's straightforward to navigate through. I use it to take inbound calls for customer service and customer support. I have been using the Salesforce service cloud for about 2-3 years.
What do you dislike about the product?
I would say there isn't really anything that I dislike about the program.
What problems is the product solving and how is that benefiting you?
I would say that it is nice to have your Knowledge base, dialer, live chat, and email all built in ONE system. I think that's beyond amazing rather than having to navigate through multiple programs with multiple windows open.
Gives us the competitive edge we need
What do you like best about the product?
Web to case and email to case helps us better manage our customer service issues
What do you dislike about the product?
Pricing, but that is for most clouds in the Salesforce stack
What problems is the product solving and how is that benefiting you?
We are still updating and enhancing our service cloud to better utilize built in functionality. Right now we use it to better manage our cases and FSL
Using Salesforce CRM as a software solutions analyst
What do you like best about the product?
The one major positive of using salesforce was the reliability. There were very few instances where it was down or not operating and even when that happened, the salesforce team would always bring it back up in no time.
What do you dislike about the product?
At first, the learning curve can be intimidating but i found out that over time, things got miuch easier to navigate. I also didn't like the layout at first as I felt it was all over the place but again, after dealing with it for a while you eventually get used to it.
What problems is the product solving and how is that benefiting you?
The huge issue that salesforce solved for me was the relationship between some/all of our clients and vendors. This was really useful as when I started, I had no idea of some of the relationships and titles between my organization and other external organizations. Salesforce really helped me in the sense that all I had to do was a quick lookup with an email and I could get a gist of who is who and go from there.
Service as an Afterthought
What do you like best about the product?
Salesforce Service Cloud is very customizable, which allows companies to set up the experience in a way that reflects their own internal processes, as long as they fall within Salesforce's obitrary limits. The Salesforce Support team have been very helpful in resolving issues on the platform.
What do you dislike about the product?
Knowledge and the knowledge base/help center products are hard to use, extremely limited, and have very few parts that make sense for managing a knowledge base. Organizing articles specifically is incredibly difficult because topics are hard to manage, categories have many limitations, there is no place to see all the information at once (making it difficult to audit a knowledge base). You'd think that you can see the topics on the knowledge page, but they are actually managed in Content Management (a separate place) and cannot be seen on the page where you write/review/edit articles. Knowledge management in Salesforce leaves MUCH to be desired. Use a different tool if you can.
What problems is the product solving and how is that benefiting you?
My company is able to collect information about our customers and their needs while also setting up the account in a way that reflects our internal processes.
Salesforce Service Cloud for Healthcare
What do you like best about the product?
I really appreciated the ease of not just service cloud, but Salesforce in general. As someone who used it for the first time in a healthcare setting for patients, I loved the ability to easily track their information as well as their journey through the program we used at the time. I also truly loved the ability to have a patients account and information pull up as they are calling which is a true lifesaver when you are dealing with a large volume of patients/ accounts. I also loved the confetti feature when a patient had reached then end our their journey through the program as well. It gave a fun sense of accomplishment. Due to my experience using salesforce for this position for the first time,I have chosen to continue to learn more and make it a longterm journey.
What do you dislike about the product?
In all honestly, I cannot pinpoint any major issues with service cloud specifically as it seemed to meet all the needs of our program, and things seemed to run efficiently for the most part.
What problems is the product solving and how is that benefiting you?
As mentioned previously the option to have a patients information and account pull up when they call was a huge help for me and solves a very big problem with a seemingly simple solution. I have worked in positions where there was a large volume of clients/accounts and no way of knowing whom was calling to ask about the status of their items I was working on. This can be stressful especially to someone who trying to hit the ground running in learning how to do their job, knowing a provider/patient can call at anytime and not being able to have their information on hand when you need it. With the integration of the phone app, the data is all there when you need it which was a game changer.
Offers automation tools like CRM Analytics and out-of-the-box with satisfying stability
What is our primary use case?
What is most valuable?
The application of the solution depends upon the customer requirements in our company. Salesforce Service Cloud is primarily used to setup the sandbox. At our company, I am a developer, and initially, a sandbox is provided to us. Then, utilizing the sandbox, packages need to be installed, user setup must be completed, and configurations and customizations must be made using Flows and Process Builders.
What needs improvement?
The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce.
For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur.
For how long have I used the solution?
I have been using Salesforce Service Cloud for three years.
What do I think about the stability of the solution?
According to my experience in production with Salesforce Service Cloud, there are minimal chances of system failures. When the vendor implements enhancements, improvements or any bug fixes, in such cases all users are notified beforehand through an email or SMS. So whenever there are chances of the server going down, the vendor of Salesforce Service Cloud conveys it and I haven't witnessed any sudden slowdown in the solution.
What do I think about the scalability of the solution?
Scalability should be managed using the best practices or guidelines of Salesforce whenever a professional is working with any cloud environment with a multi-tenant architecture.
The out-of-the-box and other automation features of Salesforce Service Cloud should be leveraged in majority of cases for having an easier and faster access to data which contributes to scalability. Suppose there are 10,000 users, the performance for all the user-ends can be checked using the Salesforce environment to determine the scalability percentage and debugging tasks can also be implemented.
How are customer service and support?
Sometimes the customer support is not satisfactory. If you are dealing with production using the tool and a ticket is raised by you addressing any issues, a response is expected within a couple of days. But if a professional is facing issues on the sandbox end with a Dev copy, full copy, or partial copy, it can take an entire week or a couple of weeks altogether to get a response. I would rate the customer support as seven out of ten.
How was the initial setup?
I don't think the solution offers an easy setup. The setup complexity depends upon the organization for which it's being implemented. It needs to be checked if a customer is using a CI/CD pipeline involving continuous integration and deployment. I prefer using a couple of tools like GitHub, Bitbucket, and Bamboo, which are generally used by any large organization.
In Salesforce, in our company, we have changed what comes out of the box. Thus, deploying Salesforce Service Cloud with Change Sets is quite easy. A drawback of Change Set is that deployments are limited; therefore, in our organization, the DevOps of CI/CD pipeline is used.
One of the pipeline setup for the solution using GitHub took me around four to six weeks. The number of deployment professionals required depends on the size of the project, number of users and detailed client requirements.
For instance, if an agile model is being followed and there are four requirements in a single sprint, deployment will be quite easy in that case. But if the deployment is carried out on a quarterly or half-yearly basis, there will be a huge set of components that need to be deployed for which a dedicated DevOps team will be required and a single professional won't be able to carry out the deployment for Salesforce Service Cloud.
Maintenance of the solution is easier than development or deployment. When a customer of our organization reaches out to me regarding some bugs, log-in issues, or any other problem, maintenance for all such issues is not easy.
What was our ROI?
The Salesforce Service Cloud in our organization has helped save time.
What's my experience with pricing, setup cost, and licensing?
The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product.
What other advice do I have?
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.
Best all-around solution for Customer Service needs in a CRM
What do you like best about the product?
The level of depth that you can get with Salesforce Service Cloud is second to none. The ability to create, track, and measure seemingly countless metrics and custom fields/objects is a feature that our team has fallen in love with, and we feel like we simply can't do out business without being able to measure our Customer Service metrics like we are now.
What do you dislike about the product?
The only downside that our team had at first was how "big" it felt compared to other solutions. It seemed overwhelming at times with just how much information there was, but the more time we spent educating our team members on the features and functions of Service Cloud, those fears went away.
What problems is the product solving and how is that benefiting you?
Our biggest Customer Service issue in the past was being able to see a historical view of a customer's needs while assisting them. Knowing the history of what a customer has requested help for in the past was a large missing component in all of the other solutions that we utilized, and with Service Cloud we can get the 'bigger picture' of a customer's profile with us to help make Customer Service 'easy'.
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