Likelihood to Recommend As mentioned in pros and cons, it depends on the use cases. Most of the normal chatbot use cases can be handled by ODA. If you want to build a chatbot with menu style or conversation style (it is not straight forward but it can be done), ODA can be perfect. If use cases are to also include AI with emotional intelligence to make conversational more interactive and also be able to detect through AI engine automatically what a person would like to do or perform or ask, then ODA may not fit for it. If you also are looking for virtual agents through tighter IVR integration then ODA may not be right. There are a few limitations around the number of words in the text to voice feature.
Read full review This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review Pros Oracle AI processes natural language well and the conversations pick a good flow. It recognizes pattern of behavior for more refined results with each implementation under machine learning. Read full review Allows us to make changes quickly and with relative ease Can be flexible enough to use among several teams who do very different work Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system Read full review Cons Our clients have reported that upon integration with Siri for voice commands, the results are pretty obvious (basic) Nd the conversation is unnatural. The languages it supports are very limited. Read full review Incredibly complex to set up and configure. Multiple points of potential failure. Things Desk.com did out-of-the-box require customized code and components in Service Cloud. Front-facing community is extremely difficult to configure and comes with many limitations. No help is provided by Salesforce without expensive Premiere Support plans. Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there. Read full review Likelihood to Renew 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.
Read full review Usability 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.
Read full review Reliability and Availability Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review Performance There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review Support Rating It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review Implementation Rating We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review Alternatives Considered I selected Oracle Digital Assistant against all other digital assistant platforms as this platform works like a charm with any Oracle application. It integrates well with Oracle Integration Cloud. Th
e new beta version has an inbuilt conversation builder which can be used to build conversation without the YAML code.
Read full review Salesforce service cloud is more configurable than Zendesk and
Freshdesk . It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Read full review Return on Investment We've had a good integration with our existing databases and applications. Our customers are crypto traders and we've had more engagement with them, which means a lot to us. Read full review Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation. The larger the implementation programme the better the licensing arrangements Free developer toolkit for proof of concepts or showcasing features Limited to annual subscription model Read full review ScreenShots Salesforce Service Cloud Screenshots