Reviews (1-25 of 35)
- Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
- Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
- Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
- Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
- It can help call center agents in addressing customer needs within less time due to automated business process flows handled in salesforce service cloud
- Delivering Smart services such as email alerts, SMS alerts, and notifications to customers based on their application status.
- It can easily be integrated with a robotic process automation application such as UI Path that aid you in delivering automation on your toes.
- It can be easily integrated with social platforms such as Facebook for addressing customers inquiry/issues.
- The cost of implementation and application could be lowered so that it attracts more of a customer base.
- Lowering support costs.
- It should be integrated with AI and ML platforms for tracking customer's activity, then channel their queries to agents automatically.
- Easy-to-use, Intuitive UX/UI - I can't speak to the overall setup, but it only takes a few minutes to understand Salesforce as a user.
- Social Media-like features - by @ing someone, I can easily loop multiple people in on projects in more of a laid-back tone/atmosphere.
- Notifications sent via email - I never miss a comment or assignment because of this.
- Difficulty setting up - While I can't speak to this specifically, it seems to be difficult to add to everything this platform has to offer.
- It's is highly available down time maybe 3 min every 3 months or so.
- Ease of use interface doesn't change much stable of the last 4 years.
- Search and account inventory are very accurate and useful.
- Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
- Attachments size restrictions - could be our implementation not sure if its a product issue.
- No mandatory mandatory fields. Again this may be implementation dependent
- Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
- Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
- Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
- Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
- Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
- Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk!
- The breadcrumb tracker really helped keep track of a case in the resolution lifecycle.
- It was a step up from Desk, in that it stored far more details within the actual body of the case.
- It was easier to document the details of the resolution than in Desk.
- The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited.
- The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use.
- In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.
- Easy configuration and maintenance.
- Fast deployments and easy integration with the Dev Ops tool.
- Excellent out of the box features like Shield encryption.
- Slow support from the Salesforce support team.
- Intermittent performance issues mostly after new Salesforce releases.
- Allows users to email clients and communicate directly from the application.
- Links with our Knowledgebase so we can suggest help articles to our clients.
- Provide a single console which allows our users to work within one screen and avoid flipping between applications or needing to flip within Salesforce
- Configuration and setup were a bit cumbersome.
- It integrates nicely with our CTI solution (new voice media).
- The inbound phone number or email address lookup automatically provides the existing contact.
- The huge capacity to add custom data fields to capture all the data collection needs we have.
- Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario.
- Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
- Dashboard does not have enough chart type options.
- Service cloud is great for logging cases and tracking support effort.
- Live chat is easy to set up and provides a good chat experience for customers.
- Salesforce makes it easy to report on chat and casework so you know the top support issues you have.
- I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box.
- Salesforce Service Cloud is still missing some features in lightning.
- They need to make it easier to automate the changing of Omnichannel status.
- Service Cloud is easy to use whether you're inputing data or trying to access it.
- By having a simple interface and creating dashboards, reports and views customized to an individual user's needs, we were able to achieve nearly 100% adoption rate.
- The highest praise I can give about this product is that our employees barely "felt" its existence in that it never got in the way of reaching the information or providing the information they needed. It never felt cumbersome or like it was getting in the way of doing their job.
- Reporting could be a bit more flexible. For some data we need to export to Excel and run formulas.
- Needs better phone system (Shoretel) integration. The app exchange app from Shoretel is very buggy and not well supported. It would be nice to have a Salesforce-owned solution with proper support.
- Out of the box customer surveying would be great for insight into our service levels. We use an app to generate surveys but its costly and this could be a standard feature in Service Cloud.
- Emailing contacts has some nice features. We have service cloud setup to email contacts (using templates) and have the record automatically log on the case, then have the mailbox setup to sync back to the case record and notify the case owner that a response was received. This is a very nice feature for quick communication with thorough records to refer back to in the future. I’m not sure how much of this functionality is standard on the case object and how much we added as custom functionality since some of this was implemented before my time. But either way the functionality is possible and very handy.
- Integration with other SFDC functionality. While this isn’t necessarily a feature specific to Service Cloud, it’s really nice having the ability to read case data from all the other objects and applications we have in SFDC is a huge advantage vs. our previous tool for case management.
- Simple UI of the Service Cloud console view. I found the UI was very easy to understand and quick to navigate even as a new user.
- Integration with a customer portal based on salesforce communities. Allows our customers to manage their cases online and stay up to date on progress.
- Management of inactivity. We had to build some fairly complex customization for managing inactivity on a case, e.g., counting the number of business days or hours that have elapsed since last activity from the customer or the agent. That functionality is important to us for driving automatic notifications, escalations, and reporting. I’m surprised that’s not native functionality in Service Cloud
- This is a really specific complaint, so take with a grain of salt. Also goes to show you that I have few complaints about Service Cloud. But the issue is that when integrating another tool with Service Cloud for automatic case creation, the case description doesn’t have rich text formatting for the integration so all the text mapping from the 3rd party tool has to be formatted with HTML (like using
for a line break). I thought it might be the 3rd party tool, but it has no trouble carrying simple formatting like line breaks into other text fields in SFDC. Maybe there’s a reason, but this irritates me with my specific use case.
- Tab use in the console view is difficult for me to adopt. I’m a heavy user of browser tabs and keyboard shortcuts to navigate between tabs, so the fact that Service Cloud console blocks me from opening records in new browser tabs, using the SFDC tab functionality instead, irritates me because then I can’t find browser shortcuts
- Splitting service processes into the respective channels as needed (helpdesk vs. facilities; Midwest vs. Central regions). It's nice knowing that the issue can be addressed by the correct channel on first try.
- Communications are extremely effective - the ability to email back and forth and have it tracked on the correct ticket is great for auditing and training.
- The Console view is great as it helps agents see their work in a single screen, and also having Knowledge and chat integrated adds an extra flare to the quality of service.
- It would be nice to have inline coloring in list views to know who is changing or taking ownership of specific tickets as they are happening.
- When posting comments, it would be great to be able to select whether or not to notify the case owner or contact upon save.
- The emailing from an org-wide address gets a little tricky when people are trying to cc the full case owner. (example: facilities isn't the owner of the ticket, but is the queue - they would like to be notified as a queue any time communication happens to be aware of the current status).
- Case management and tracking customer interactions.
- Integrations with other data sources to provide a 360 degree customer view when they contact us.
- Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
- Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
- Performance can fluctuate in a shared environment.
- Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
- Robust set of features allowing efficient management of support cases.
- Consolidation of disparate functions onto a single platform (Salesforce).
- Extensive reporting and analytics.
- Migration from classic to lighting was especially challenging.
- Customization is available but not as easy as they make it out to be.
- Different departments working within the platform requires delicate management so as not to disrupt processes.
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
- Case Creation.
- Linking cases to accounts and contacts.
- Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
- If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution.
- Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two.
- Better notification and identification of new messages on Cases when a user is in Lightning.
Service Cloud is less suited if your organization has a low volume (a couple a day) of service support inquiries and if the requests are highly redundant or always resolved in a single interaction.
- Salesforce Service Cloud is a very versatile platform that has many out-of-the-box features that allow you to communicate with customers through email, web forms, chat, and social media.
- The ability to customize the platform is extremely helpful to aligning the business practices with the service needs. Learning to customize objects is simple and intuitive due to the ability to perform much customization through menus instead of code.
- Salesforce has a robust community and catalog of instructional material that makes it simple and easy to find solutions to new customizations.
- Salesforce needs to offer better email functionality from writhin the system. Not all customers choose to integrate their Gmail or Outlook accounts to work from those native email platforms, but in stead will email directly from within Salesforce and the functionality could be improved for a better user experience.
- When new emails are received in Salesforce the tabs open for those Cases should notify the user that there is a new email.
- Merging duplicate Cases is not a native feature and food apps to do this add expense. Salesforce should build this functionality into its product directly.
- Salesforce Service Cloud console in lightning experience is awesome
- Service Cloud console also allows for case auto-assignment and case queue's which is super helpful
- LiveAgent is an awesome addition to Service Cloud
- Lastly, nonprofits get 10 free service cloud licenses, so sweet.
- Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations
- It allows better Case management. It allows CSR users to work simultaneously on multiple cases
- It provides a self-service option. Customers can search the knowledge articles themselves
- IT helps in reducing the customer support cost
- Salesforce has modularized costs for everything.I believe everything should be under one license
- We cant use custom fiscal years in new forecasting
- Monitoring tasks require users to run the report
- My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention.
- I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
- Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.
- The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.
- Flexible reporting options. Really helpful for tracking flow of support and services in an organization.
- Ability to design workflow of cases for many different types of internal/External scenarios, such as billing, and internal offerings.
- Ability to integrate with other third party applications, especially in the app exchange.
- UI could be refreshed to be a little more aesthetically pleasing.
- Need a bit more ability to add custom time reporting options. They cover about 90% of your use cases. Would be nice to allow saving of custom time reporting parameters.
- Clearer way of joining reporting objects from different areas.
Salesforce Service Cloud Scorecard Summary
Feature Scorecard Summary
About Salesforce Service Cloud
Salesforce Service Cloud provides companies with a call center-like view that enables them to create and track cases coming in, and automatically route and escalate what’s important. The Salesforce CRM-powered customer portal provides customers the ability to track their own cases, includes a social networking plug-in that enables the user to join the conversation about their company on social networking websites, provides analytical tools and other services including email, chat, Google search, and access to customers' entitlement and contracts.
Salesforce Service Cloud Screenshots
Salesforce Service Cloud Integrations
Salesforce Service Cloud Competitors
Salesforce Service Cloud Technical Details
|Mobile Application:||Apple iOS, Android, Windows Phone, Mobile Web|
|Supported Countries:||Canada, United States, United Kingdom, Japan, Korea, India, China, Australia, Brazil, Mexico, Finland, Denmark, France, Germany, Ireland, Italy, The Netherlands, Spain, Sweden, Switzerland|
|Supported Languages:||English, French, Portuguese, Japanese, Spanish|