TrustRadius
SalesforceService Cloud Gives Visibility into Every Client Across All Teams at Any Moment2018-10-08T21:02:16.868ZWe 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.,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.,10,We greatly reduced redundant work and streamlined cross-team workflows by using cases as a place to document and distribute tasks.
This led to faster delivery times and reduced errors as well as better knowledge retention.
We use documentation from past experiences with a client to inform us on how to treat them in future interactions. It also helps us resolve issues with other clients experiencing similar issues thus reducing the chance of making the same errors again.
Metrics from case entries tells us our weak points whether they're resource based, training or systems so we can reduce future incidents and deliver a higher quality level of service.,Smartsheet, Zoho CRM and Microsoft Dynamics 365 (formerly Microsoft Dynamics CRM)Verified UserA huge advantage for transparency throughout our organization2018-06-20T01:57:51.085ZWe 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.,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,10,While I don’t have a dollar value because I’m not the manager of the support team, I have heard many accounts of how the use of Service Cloud has made us much more efficient at delivering customer support
Using Service Cloud has had a big impact on removing silos between departments because it’s much easier now for non-support users to interact with cases
We now have a lot of automation of other features that we didn’t have before Service Cloud, for example, integration with our customer survey tool,Oracle Siebel CRM and ServiceNow,Qualtrics, Smartsheet, Gainsight, Tableau Desktop, Tableau Server, Domo, Concur ExpenseVerified UserSalesforce Service Clears the Clouds!2018-04-13T21:38:42.766ZService 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!,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).,9,Positive: We are able to track the time it takes to close tickets and identify agents who are slower than others for additional training.
Positive: We are able to report on tickets submitted based on type and department - it's nice seeing that 80% of the tickets coming in from the Iowa region are focused around teller issues; while 80% of the Dallas based region are more around printer issues.
Negative: We have to adjust our reports to remove any spam-type or bounced-type emails from our reporting, as EVERY email that comes in creates that new ticket. (But also good for us to see what kind of emails are coming into an "internal" email address).,Zendesk,Salesforce Community Cloud, Salesforce CPQ (formerly SteelBrick), Salesforce Marketing Cloud Email StudioJessie MeadSupport business transformation with SFDC2018-01-18T22:49:29.345ZWe 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.,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.,9,Knowledge integration has cut down our onboarding of new associates from about 6 months to 6 weeks.
Tracking and trace-ability of response time, and has improved our average response time on case responses from 24 hours to about 2 hours.
Integration with phone system has decreased our average handle time by about 1 minute per call.,NICE inContact CXone, Oracle BI Foundation Suite, Oracle ERP CloudHans HongEnhanced Customer Service Platform2018-01-18T23:18:27.018ZService 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.,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.,9,More efficient management of client support cases
Greater visibility across departments
Improved case turnaround time,,ClearSlide, Datanyze, InsightSquaredSteve Kim
Unspecified
Salesforce Service Cloud
193 Ratings
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