Reviews (26-35 of 35)
- 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.
- 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.
- 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.
- 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
- 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|