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.
$25
per month
Splunk AppDynamics
Score 8.2 out of 10
N/A
AppDynamics is an APM and Mobile APM program, with application mapping and predictive capabilities. These capacities enable automated remediation and code-level diagnostics in real time. It can be deployed on-premise or as a SaaS.
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
Splunk AppDynamics has a user-friendly interface that enables us to assess our applications, detect vulnerabilities, and solve problems comprehensively. I love how dependable and accurate Splunk AppDynamics has been. It has advanced real-time capabilities that enable us to monitor our apps and solve problems amicably. Splunk AppDynamics is so effective.
I was able to track a user request as it moved through the different parts of your application stack with the assistance of AppDynamics' end-to-end transaction tracing feature. This feature aids in pinpointing the precise locations of latency or failure in a transaction, be it in database queries, backend services, or frontend code.
AppDynamics provides in-depth analysis of my application code's performance. The architecture of the application, including method calls and database interactions, can be automatically found and mapped.
AppDynamics allows for continuous monitoring and automation throughout the software development lifecycle by integrating seamlessly with well-known DevOps tools like Jenkins, Ansible, and Kubernetes.
AppDynamics may enhance its capacity to track transactions through complex distributed systems and microservices, offering a more comprehensive understanding of application behavior.
Better search and filtering capabilities would enable engineers to quickly obtain deeper context by drilling down into individual data points.
AppDynamics might be more widely available to engineers and organizations if it offered subscription plans or tiered pricing options.
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.
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.
It is very user friendly as we were quickly able to adjust to its usability and the vendor who onboarded us with the product delivered phenomenal after sales vendor support. The dashboards are also easy to setup so you can view what is relevant to yourself as a System Administrator.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
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
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.
AppDynamics has its own community site that includes forums and a knowledge base. On the forums, you can converse with other members of the community and ask technical questions as you have them. Though this forum isn’t filled with people there are active members for you to gain some valuable insights.
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
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
It is distinguished from these programs because the platform provides visualizations of application processes, showing the interplay between various parts and services. Understanding the architecture of complicated apps and finding their weak spots is greatly aided by this.
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
Through the identification of performance bottlenecks and efficient resource allocation, AppDynamics has contributed to cost savings and resource optimization. This has a direct positive impact on our overall return on investment.
While AppDynamics' numerous capabilities help maximize efficiency, they may place a strain on your system. Organizations with limited infrastructure capacity may have difficulties and therefore give this serious thought before implementing it.
