Cloudflare’s connectivity cloud is a unified platform of cloud-native services designed to help enterprises regain control over their IT environments. Powered by an intelligent, programmable global cloud network, it is built to offer security, performance, visibility, and reliability.
$20
per month
Salesforce Agentforce Service
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Cloudflare works well as security measure that gives peace of mind without needing to work too hard to get it functioning well. It provides great tools to customize the security experience as well. This is all the same for the caching tools as well. They have a lot of built in tools that make using the caching easy right out of the box, but they provide the customization options to get things just right for your site.
I think Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.
The best part is the content delivery network. Cloudflare has a large network of data centres around the world that helps cache and delivers content quickly to our customers.
Cloudflare offers us with a fast and reliable DNS service and with the world class features such as Cloudflare workers, SSL verification, certificate management and web application firewall. When all of these are combined together, it provides very strict security for our organization.
One of the most important feature that we use is the analytics and threat detection. It provides us with the real time insights of all the threats originating from multiple locations and landing on our websites.
Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
The omnichannel routing, using skill-based routing is really effective.
Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.
In some cases, using Cloudflare can actually lead to slower website speeds if the network is congested or if the website's traffic is particularly heavy.
Some website owners may find that the level of customization offered by Cloudflare is limited, especially in comparison to other solutions.
While Cloudflare is easy to set up and manage, it may be too complex for users who are not familiar with web technologies.
We had a principle initially to try and use Omni as much as we can from the user experience perspective, but have found that fairly restrictive. It was very difficult to actually get the right customer experience and customer engagement going. So we're actually on a journey at the moment to replace all of our Omni with Lightning web components that gives us that flexibility. That's probably one area where we've had some challenges in terms of how we've used the product out of the box.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
Everything is extremely concise and all settings apply immediately and take effect globally. There is no reason to explicitly plan/think in terms of individual regions as one would have to traditional cloud offerings (AWS, OCI, Azure). All Cloudflare products integrate seamless as part of a single pipeline that executes from request to response.
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Working on an application that caters to customer needs requires a platform that acts as a mediator between the actual person and the client. This mediator handles the customer and resolves many of their doubts, helps them map through the entire process, and automates the processes. Such a platform is Salesforce Service Cloud. For queries that cannot be serviced by the platform, it creates a separate ServiceNow ticket for us, and it is assigned.
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
Excellent product, Cloudflare is a true pioneer of the modern Internet, providing tools, services, and expertise that vastly improve the performance and security of web services. Any issues are resolved quickly with detailed RCA and follow-ups published publicly. I'm thankful to Cloudflare and use their services both at work and at home.
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
We selected this product because we already had some competencies in Salesforce. We own a Salesforce partner with expertise in this area, and on top of that, Salesforce purchased it — it was originally called Velocity. When Salesforce decided to acquire it, that finalized the decision for us.
Immediate ROI on Registrar and DNS hosting while giving a single plane of glass to managing both with domain registrations at cost, and no cost DNS hosting
WAF helped us move at risk servers/applications into a protected state allowing us to perform remediations at a measured pace and get them done right instead of band aide solutions.
CDN proxying increase the speed of our website while simultaneously reducing server load.
DMARC management and report interpretation allow use to identify weak points in our email systems, remediate and move to stricter policies without significantly increasing staff time spent managing it.
We have cut our service team in half over the past 5 years due to the efficiency of the tool
The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person
