February 02, 2018
Service in Salesforce
Likelihood to Renew
10
TrustRadius
SalesforceService in Salesforce2018-02-02T19:20:14.355ZWe use Salesforce Service Cloud for about 110 of our users in 3 departments. We currently utilize this product for our service channels for all customer communication.,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.,10,Salesforce has had a great ROI for us by alleviating several duplicate steps.
We are still early in our implementation, so more ROI will come as we continue to develop the platform to our needs, but it has already solved many business practices such as routing incoming emails to the appropriate person/team, allowing visibility to work across a department and applying quick template responses to our customers.
Salesforce has allowed for more reporting on granular details for our management teams and will continue to improve as we integrate our other systems to leverage Salesforce reporting and analytics.,Zendesk,Google Drive, Microsoft Office 365, Microsoft SQL Server,107,2,Customer support
Order tracking
Reporting,We integrated Salesforce with our ERP to allow agents to see ERP information without needing to leave Salesforce,10,Yes,4,Yes,I actually wouldn't say the Salesforce support offers exceptional service, but the Salesforce Community definitely has numerous times. I posted an issue I was having a few weeks ago in the community forum and within 2 hours I had a response from 2 Salesforce Community members and they asked a 3rd one to weigh in as well. It solved my issue immediately.,Reports
Dashboards
Accounts
Contacts
Cases
Related Lists,Some admin functions
Live agent setup,Yes,9Verified UserEasy service center application for Salesforce based shops2017-09-14T15:52:34.101ZService 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.,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.,8,As a startup bringing a product, and thus service and support, to the market for the first time, there was no previous methodology to compare Service Cloud to. However, it was clearly evident that our call center team could easily use and manage their cases through the product.
The product helped alleviate stress from the service and support management teams who were freed from routing and prioritizing cases for call center team members.
The setup and management were much easier than other options.,Zendesk, Desk.com and Freshdesk,Slack, Dashlane, Adobe Photoshop,16,1,Current customer calls in or creates a ticket on our website with a problem with our product. A case is opened and the support center solves the case.
Current customer or potential customer calls or emails with questions. The service center routes appropriately and tracks to make sure the customer is served.,It could be expanded to be used more with early sales activities or lead development. Instead of routing cases to customer service team members, it would route leads to appropriate lead development team members.,8Patrick SlavenProfessional edition Salesforce Service Cloud2014-09-15T16:59:40.264ZThe application is used by most departments primarily as a CRM tool by Sales and Marketing. The case management module is used by Services and Support within the company. Although a very robust and highly customisable tool, Salesforce Service Cloud I think it is quite limited as we use the Professional edition.,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,8,I don't think it has been the best in terms of ROI for us as it does not link in with Finance as it is only a CRM with robust capabilities.
As mentioned, we need defect and release management modules to align our processes with ITIL and Salesforce Service cloud professional edition does not have them available.,BMC Remedy IT Service Management Suite,6,100,2,No,Price
Product Features
Product Usability
Analyst Reports
Third-party Reviews,Get the training included and ensure the processes we use in the company are mapped properly otherwise it can be disastrous and very onerous if all features are not used properly.,No,9,No,Set up and customisation based on process used in the company,Limitation in the edition for case management
Data quality checking functions
Lack of real time info - refresh every time is painful,Yes,8Verified UserTightly Integrated Solutions Management System for Increased Sales & Account Management Awareness2014-07-08T16:50:09.559ZThe Salesforce Service Cloud is being used to monitor and respond to cases/tickets that are submitted by customers. Our tickets range from feature/enhancement requests to bug issues, or requests for troubleshooting assistance. Therefore, the Sales portion of the product is only leveraged by our Business Development Managers (BDMs) and the Service Cloud portion is leveraged by the company's Field Application Engineers (FAEs, who are essentially our specialized technicians). The purpose of using the Service Cloud was to consolidate our activities, monitor any trends in requests/issues, and provide more accessibility and transparency between our FAEs and BDMs.,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.,8,Better customer service. We are able to track progress and assign cases to experts.
Reporting. We are better able to report on how long tickets remain open, what the main issues/topics are, who is submitting them, etc.,,10,20,1,Tracking the types of issues our customers are experiencing, and hopefully using that information to improve and change the products.
Improving our response efficiency by tracking solutions and answers, and then reusing them when applicable.
Managing our response time by escalating cases that have been open for 48+ hours and assigning them to experts according to the relevant topics.,Improve customer relations by expanding the knowledge of our BDMs.
Improve communication when accounts are handed off from one user to another, since all communication and historical cases are tracked and logged.
Increase transparency of the sales organization to the executive management team through reporting tools.Verified User
Unspecified
Salesforce Service Cloud
225 Ratings
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