Salesforce Service Cloud Reviews

Our Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.

It's used across multiple support and onboarding teams to support our customers. We use it to answer customer-related incidents and work requests. It's also used to updated and manage customer information based on work requests.

We are currently using Salesforce Service Cloud only in our service center. They handle calls and emails that come into our corporation. The users are able to easily navigate to the case records, contact records and activities that the interaction entails all while keeping all these records open on the same screen.

We have been able to achieve process standardization and automation for the client's service offering.

Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent. In our organization, we are advising companies to implement Salesforce Service Cloud along with solving their complex business processes. It is being used by one of our teams, specifically catering to Salesforce. It caters mostly to retail banks across many geographical locations.

We are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.

We use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.

In my function specifically, I use Salesforce as an educational tool through Trailhead by Salesforce, where I learn about it in order to become a more effective marketer and subject matter expert in the technological sector. In my company, we work with companies to implement Salesforce Service Cloud to help them advance their business processes and meet their goals more effectively. It is customized and tailored to meet their needs.

The Service Cloud is being used by multiple users groups within the hospital I currently work at. We primarily use Cases, but we also have tapped into the Live Agent mobile features. Our customers primarily connect to our Users via mobile, so Service Cloud has allowed us to maintain high integrity when assisting customers.

Our company bought Salesforce as our CRM system, and first implemented Desk before implementing Service Cloud. Now, we've transitioned from Service Cloud to using Salesforce for case management. It was used across two departments in the organization, our support team and our analytics team. The business problems that it tried to address were the high influx of cases being sent in by our customers. Keyword being "try," though--it was a clunky tool that unfortunately didn't integrate with Salesforce directly, causing limited reporting.

Salesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.

Our internal support desk uses Salesforce Service Cloud. We use it to handle support cases and to manage milestones. It helps us stay organize and communicate with the clients so they know where their reported issues stand. In addition, the Service Console makes it simple to work in Salesforce all day without having to flip back and forth between multiple applications.

We use Salesforce Service Cloud for our Information and Referral call center that serves the whole state. It allows our I&R specialists to serve our calls via phone, live-chat, text messaging, email, and facebook messenger. In the service cloud, we can create a case for each caller, add referrals we make, and add follow up reminders as needed.

Salesforce is essentially the backbone of our organization -- all projects, assignments, and cases are how we keep things documented and centralized for everyone to access. This keeps our agency all on the same page in terms of progress, reporting, email marketing, and every other marketing effort we run through SF.

Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.

We used Service Cloud to document and manage customer issues raised by the various teams (HR, Payroll, Benefits, Tax, Legal) that interact with all levels of our clients (C-Level, managers, employees, vendors). The ability for all of our teams to capture the issues of an individual client within the same ecosystem and making that information accessible immediately for on-site and headquarter employees from laptops or cell phones greatly streamlined and enhanced our customer intelligence. We were able to present a unified voice to our client so that regardless of who from our company spoke to whomever at the client, we always knew the issues top of mind for that client.

Our company uses Salesforce Service Cloud for our customer support department. They use it to log cases and track work efforts. They also use the live chat function to support our customers who prefer to chat over phone support.

Service Cloud is being used by multiple divisions within our umbrella of 12 companies at the national financial firm. We use it as the central help desk for the entire enterprise (~1,000 nationwide employees). Having the ability for a single email to disperse employee requests to the correct regional IT department is extremely helpful in addressing issues quickly. We also use it for other departments (such as compliance, facilities, retail) in a similar aspect, in which there is a single email for the enterprise to submit forms or emails to the correct queue. Great for timeliness and audit tracking!

We use Service Cloud across our whole organization, wherever case management is needed. The primary use of Service Cloud is for providing case management for customer support, technical and non-technical. The big advantage of using Service Cloud is that all the case management is tired directly to our CRM data so that communication and collaboration between support teams and other parts of the business is much easier. We also use Service Cloud for managing some internal work processes.

We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.

Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.

Service Cloud was the primary interface for all customer service and support activities with both our internal customer facing teams and external support staff. From there, customer data was managed and all calls, chats, emails, and support activities were tracked. We were attempting to find a single channel to manage these actions and create a queue of actions that need to be taken by the customer service team.

We utilize Service Cloud to organize all of our Aftermarket Service inquiries that come through email or website form submissions. These inquiries become cases, which are assigned and handled by our internal team of aftermarket support personnel. The creation of cases enables us to organize inquiries across all our personnel, so that they can each have visibility into who is working on what, avoid multiple people working on the same request, and have a record of the customer interaction, for follow up, if the initial assistance does not completely solve the customer issue.
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.

It is used to combine all of our different offices globally to connect our leads, data, and accounts. It makes it extremely easy to look into the whole company's activity instead of having separate CRM's around the globe and helps our sales reps not touch each others accounts. It makes thing a whole lot easier.

Service Cloud is used across the breadth of our company, from Billing to Sales to Service Delivery, Support and Training. It allows our company to manage support case flow, track billable activity, and for general service delivery. Prime use is with our support case ticketing system, but we have found that it is an excellent way to allow client submission for service requests as well that can be reported, tracked to completion, and billed. It also allows integration into Customer Success SAAS technologies such as Totango.