Salesforce Service Cloud Reviews

While this platform may require someone who has prior knowledge with it to set everything up correctly, this is essential for any company that needs everyone on the same page. This is a great platform to have.

Salesforce Service Cloud is excellent for managing your customer service and support cases. For example, we use it when we need to keep track of issues that are raised by our Suppliers so that we can reach out to our Buyers and resolve any discrepancies. These cases are then tied to each Account and Contact associated with the support transaction and it makes it very clear and easy to track who is doing what with the request. Salesforce Service Cloud also does an excellent job of helping us automate the mundane tasks needed to capture key information and ease the workload off of our agents by providing easy to use macros/quick texts and flows that automatically fill in the necessary fields on the back end. Our agents don't need to waste time or energy worrying about data entry and can instead focus on their core skills of helping out customers.

Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.

Service cloud is great for customer support centers looking to streamline the support experience. They have case logging, live chat, and the ability to create a knowledge base for your support staff and customers.

Service Cloud is great for ticketing systems. If you have a form you want to make available to customers or employees, or if you want a general email (support, for example) to be accessed for help and direction - Service Cloud is perfect. You can send an email and know that the routing is what it needs to be, and build out the following process based on any of the criteria thereafter. If you are using Communities or some kind of website, you can set up forms to require certain fields be filled in (type, issue, etc.) - another great way for the ticket to make it exactly where it needs to go (and can even go through approvals if needed before making it to the new owner).

Service Cloud Is great for any scenario where case management is needed and seamless integration to the CRM is desired. Service Cloud and its features may be less useful for the commercial side of the organization, though I know some non-support users that use the Service Cloud setup for accessing all aspects of SFDC because they like the interface more than Sales Cloud.

I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.

Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.

Salesforce Service Cloud, as its name suggests, is the easiest support and service management system for organizations already using Salesforce. If you have a different CRM, there may be better solutions. We were never able to find a better solution at the price or that matched the native integration with Salesforce's database.

It is well suited if you have service support that is tackled by multiple personnel, and personnel that are distributed across multiple locations. This will help in administering of cases and loading of case volume across personnel.
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.

It is well suited for big companies because it helps with insight for the higher ups and gives you full view throughout the whole company and give great data. It might not be the best for smaller companies or start up's due to expense and might be a bit more than needed.

Really great if you are looking for a way to tie in support and services with your SFDC implementation without tacking on multiple different vendor technologies. This is a core business function and should be kept in your core tool, Salesforce, if at all possible. Less appropriate for smaller business operations.

Salesforce Service Cloud is well suited for any company, regardless of size, that wants to bring customer communication into one place, monitor the progress of those service cases, and/or direct users on next steps in a process. If a company is merely wanting to monitor 1 channel of communication there are other products that are far less capable than Salesforce that can allow the function, but you would be boxing yourself in for future growth.

If you're an organization or business that has any functioning 'support' team, this tool will greatly improve your case management, team collaboration, available resources, and case turn around time. I have nothing but great things to say about salesforce service cloud, it is the best service and case management tool I've ever seen and used.

For case management, Salesforce is one of the best platforms.You can increase the productivity of your service agents. It is not suited if you don't have staff trained on Salesforce.You need expert Salesforce trained staff for handling issues. Business intelligence is a bit lacking

It is suited well for companies that are looking to keep as much of their workflows and business practices living within Salesforce. It may not be suited for companies that are looking for a more robust communication platform like Zendesk.

Salesforce gives your organization more bandwidth. We hated wroking through citrix in remote situations so having a hosted CRm Solution has been a tremendous help.

Service Cloud is well suited for all sizes of contact centers. The platform is extremely flexible and extensible to make the agent experience easy to use and intuitive. New features like the Case Feed allow agents to quickly work on a case and see relevant information in a single pane. I have worked with customers using Service Cloud for customer service, support, IT helpdesk, as well as HR helpdesk and I see it equally useful there. When evaluating solutions, be sure to ask whether Knowledge Management is included or if it needs to be licensed separately. Salesforce allows a read of all articles internally and requires licenses only for knowledge creators. When evaluating solutions, look at the user experience. It should be clean, configurable, flexible, and intuitive. It should also have robust workflow and approval processes to support business processes. Again, this is an area of strength for Salesforce.

It is really good for managing large databases with lots of information that needs regular updating. The internal chatter feature is a nice way to share information across an organization without sending multiple emails. The digest feature is a nice perk.

I am likely to recommend SFDC Service Cloud to those users that want to provide a window into Salesforce for customers or partners while enhancing collaboration. The service cloud is not the cheapest solution, so may be too expensive for smaller companies that aren't dealing with a large volume of customers to begin with.

If a company has a very low drag service process and doesn't need all the bells and whistles that SFDC has to offer, it may make more sense to consider another path in SFDC versus the Service Cloud. However, for most companies needing case management and the added features, it typically is a solution I recommend looking at first.

How do you organize your customer issues? How do you keep track of service metrics?

With the professional edition of Salesforce Service Cloud - managing data quality entry is restricted to only using validation rules and mandating some fields. Workflows are not an option. If the Products and Pricebooks are used in Salesforce Opportunities it can be useful for managing the various products companies sell.

It is truly an enhancement module to the Sales side of Salesforce. If your sales team heavily uses Salesforce as a CRM and for tracking opportunities, then this is a great solution because it is fully integrated. However, without the CRM/sales aspect in place, I am not sure that this is the most robust case management solution available.