Salesforce Agentforce Service

First, we allow customers to raise the cases, and once the cases get created, we work on the cases based on the entitlements. We work on the cases and provide the resolution for those cases. And one more thing — we also do case routing to the particular persons. We are using Field Service Lightning also in Service Cloud, where the users can get the cases assigned to them, and they can work on them onsite as well. So in short, we are using it mainly for case management and field management, mostly in those two areas.

• Right now, we are migrating from a traditional system to Salesforce Service Cloud, and we are evaluating whether we took the right product or not. We have almost all the positives as compared to the traditional system with Salesforce Service Cloud. Our internal users are very happy with it — for tracking cases, automating the routing of cases, and closing the cases. And not only related to cases — also for entitlements, like the SLA kind of thing — how much time you need to close the case, and if you’re not able to close the case within a specific time, what next action the system will take. So we have all the positives compared to the traditional system. So these are all the examples I can see currently with my organization.

ServiceNow Customer Service Management

We use Service Cloud to track everything — every complaint or issue a customer might have. It’s connected with our call center, which is a third-party provider but fully integrated within our Salesforce environment. Every case — complaints, problems, maintenance — goes through Service Cloud. When an issue becomes more technical and the dealer can’t resolve it, we escalate it to the engineering team. I should also mention that our dealers use Experience Cloud to open cases, so we have two different front ends working together for the same case management process.

• That’s a very good question. I’d say, being self-critical, we definitely need to do a better job tracking our impact. But I’ll have to skip this one since I don’t have the exact numbers on the ROI right now.

Zendesk Suite

It basically covers the full sales and service journey — from prospecting, ordering, and quotation to fulfillment and service — the entire customer journey. From “I research” to “I buy,” “I maintain,” and even “I resign,” including all complaint checks as well. It’s also integrated with Communication Cloud for the catalog, which provides all the complex telecommunication bundles across major lines of business like mobile, fixed network, broadband, data transmission, and SD-WAN.

• The positive is definitely its configurability and flexibility.
• The negative would be occasional performance issues.

CloudSense CPQ

We are managing our support processes directly from the case, supporting our customers with their challenges. We have an old environment with a lot of legacy processes and many fields, so we need to do some cleanup.

• It's a positive impact because we're managing all our customer support.

ServiceNow Customer Service Management

Microsoft Dynamics 365

For us, Service Cloud is handling all of our email and messaging incoming support requests. In a lot of cases it's also handling workflow, so whether it's a process request, billing requests, anything like that that's coming into Service Cloud, usually through email to case or messaging for in-app and web. And then our team is responding and going through the process to help the customer.

• It's helped us remove manual workflows and it's helped us share knowledge. So enabling our team to act without having to always escalate because if they don't know, can I do this or that in a certain situation before when it's manual documents, you have to go through and figure out what the rules are, maybe go to a manager, figure out what the answer is more than once and then retain it for yourself. Whereas with Salesforce, we're able to have that knowledge built into the system and then it can just re-reference. It makes making decisions faster.

ServiceNow Customer Service Management and Zendesk Suite

Snowflake