Salesforce Service Cloud Review: "Service Cloud Gives Visibility into Every Client Across All Teams at Any Moment"
- 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.
- The analytics and dashboards allow us to gain insights that are hard to gather within other similar products.
- The ability to communicate within the platform with other internal employees about cases, etc.
- It seamlessly flows together with our other/existing Salesforce products that we use as a company allowing us to keep everything on one platform.
- Salesforce UI as a whole can often feel outdated and archaic which makes new and innovative companies more appealing with their fresh designs and new approach.
- Pro: You want information or company set up information at one spot - you will find it in SFSC.
- Con: You have to enter 40 employees of one company, it will take you 2 days.
Salesforce Service Cloud Review: "Simple and lightweight CRM for the org that needs efficiency and remote capabilities"
- Support & Community
- Feature rich compared to on-premise CRM solutions
- Accessible Anywhere
- Interface can be overwhelming at times
- Some features aren't there, end up using other features to compensate (using features outside of their original design)
- Learning curve
- Service Console allows a customizable view of a great deal of information in a single location, keeping agent context within a click.
- Salesforce Knowledge easily provides access to multiple types of information for internal, customer, partner, and public use. It has the ability to feed agents the most relevant articles to help agents close cases with more ease.
- Service Cloud is highly extensible. We integrate it to many other systems and I have helped many customers integrate very relevant data into Salesforce to ensure age3nts have a more complete picture of the customer and their past interactions and transactions with the company.
- Service Cloud easily handles multiple channels of customer case intake with little need for customization. Much can be done through Configuration so you can get your project done sooner.
- Service Cloud is deeply tied to Sales and Marketing on Salesforce so it supports cross-departmental processes and helps build a 360 degree view of customers.
- Salesforce has a flexible model for routing of cases, but it could use improvement in the area of skills based routing and more complicated case assignment based on agent presence. Salesforce has this on their roadmap, so the functionality appears to be coming, but this is a typical area of customization when it comes to implementation.
- Service Cloud runs many large call centers around the world, but Salesforce could improve upon the process of onboarding and offboarding agents when it comes to high turnover and large call centers. This can certainly be done, but it's a bit of administrative work for customers today.
- Service Cloud has grown significantly and one evidence of that is the speed of product change in areas such as Questions, Answers, and Chatter Answers. They are all designed to be the same type of interaction where a customer can ask something of the community, be given possible solutions, and continue to post their question and receive an answer. That particular feature has been evolving, though it has not significantly affected existing implementations. The good thing is, the product keeps maturing.
- Knowledge base is a great tool in Service Cloud. It's easy to manage and customize to meet the needs of internal users as well as customers. The relation to cases makes it helpful for internal users to find answers quickly.
- Most CTI integrations to Service Cloud that I have implemented or been part of implementing have been pretty seamless to plug and play and configure for screen pop and push messaging.
- The new service lightening console is very impressive. It provides so much more of a user friendly approach to managing incoming and outgoing service work. I'm implementing it right now and so far it has been pretty painless with good resources on how to get it up and going. Can't wait to see how it helps resolution close times for our service teams.
- Omni channel is still a newer feature in SFDC and is still missing critical features like skill based routing and out of the box reporting to help supervisors manage workload and staffing. I know SFDC is working on it and I'm eager to see how it gets upgraded because it doesn't do much right now.
- Overall, the cost of Service Cloud licenses can be an obstacle for some companies to embrace the product.
- Service Cloud doesn't automatically tie into larger back end processes like accounting so custom development is needed and can add additional expenses.
- Salesforce Service Cloud has cases that you can use to separate and organize any issues that your customers have, which is good because of traceability.
- The reports and dashboards made from Salesforce Service Cloud are useful because we can use them to track how our workers are performing in service and metrics.
- There is no proper work order.
- There is also no feature where you can schedule any "service" time with internal workers and customers.
- Very customisable. Since this is primarily a Sales application it can adapt to any organisation's process and if you are new to using Salesforce it can give you many out of the box tools that can be used.
- Case management is quite different to how it normally is presented on most of the market leaders but I think the approach to use the case management module in tandem with Accounts and contacts enables the CRM side of things to kick in. So the company and Account managers can have a holistic view of what issues are going on with their Accounts.
- If implemented correctly, the system admin can have a lot of control over how to set processes and ensuring data quality is managed right from the start. It helps to have the User interface as drag and drop and move things around if not done properly the first time.
- Professional edition has reports and dashboards that are very limited to the various cuts of data that need to sometimes talk to each other.
- Auto-refresh every time you need real time data is a pain. It never refreshes with the browser and depending on the number of widgets you have for a dashboard it can take a minute or two to get the latest info which if you are in a meeting can be slightly frustrating to wait
- Limitation as Support management is limited to only case management. It would be useful to have defect and release management capabilities to ensure companies that need to follow their SDLC can work with this
Salesforce Service Cloud: "Tightly Integrated Solutions Management System for Increased Sales & Account Management Awareness"
- Easy to use and implement. The system is fairly intuitive for users, as well as System Administrators who will monitor and setup the system. It's easy to create the ticket records, generate assignment rules, create escalation methods, establish communication, etc.
- I like the variety of options you have for submitting a case and communicating automatically back with the customer. (Such as creating automated web-to-case or email-to-case tickets, and sending automated response emails upon the creation or escalation of a ticket.)
- I like that the cases are tied with the Account. This allows the BDMs to be aware of what is going on with the account before touching base with the client. For example, it's helpful to know that someone is in the middle of troubleshooting a ticket before you give them a sales call. All email communications for the case can be tracked within the ticket, so the BDM can read up on the current status and all the details surrounding the issue.
- The email-to-case system and method for tracking emails is not seamless. Occasionally, emails get lost.
- The method for creating HTML for the web-to-case form is very easy, however there are very few ways to edit the code for the beginner HTML code user.
- I do not think escalation should require a 30 minute minimum. With specific criteria, there should be a way to escalate a case immediately.
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|