Salesforce Service Cloud

The system is pretty intuitive and easy to learn once you learn some new terminology.

I found it very usable. I like the email to case functionality as well as the fact that you can leverage Einstein feature to get information at a higher level for all the tickets and then to be able to categorize them and devise automated answers using Einstein. Overall, very robust functionality

It's so flexible you can make it adapt just as your business pivots and evolves. I can't think of an industry it wouldn't work in to be honest. It might not be the best tool for your specific need but it's the most versatile I've ever used in 20 years.

Managing multiple records at once is easy to do with Service Cloud. Getting a whole view of a record and all its related records in the same view is something that makes Salesforce Service Cloud usable for the busiest of worker. It has a lot of built in keyboard shortcuts which can be customized to make the work even faster while keeping your hand off the mouse. The only reason I do not give it a ten rating is that these keyboard shortcuts are known to sometimes clash with your built in browser keyboard shortcuts.

I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.

Lighting interface is starting to get really good, but can be slow even on modern browsers and computers. However, it works really well having the same setup and layouts as mobile apps. They are doing work to modernize and bring all features to make them available in lightning.

I would say Service Cloud was great in terms of ease of use. The fields and objects are very clear and explains what the meaning of the fields are for. As a the implementer of Service Cloud to my company, I had to ensure all users would be able to use the platform right off the bat and there wasn't much customizations needed.

I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.

It's overall easy to use once you know what you're looking for and how to use the search function.

Salesforce has evolved the Service Cloud solution from a rather basic tool for case management to a highly customizable, functional tool that scales from small to huge businesses. From working at a desktop to working a laptop in a hotel or even handling customer cases on a mobile device, Salesforce is not only available everywhere, but easy to use everywhere. Add in newer technologies like live video and screen sharing on mobile devices and you've got a great solution for support. The other addition to that which is vitally important is a great Knowledge Base. This helps reps solve issues faster in the future and leads to better customer satisfaction.

Ease of use and great customer support and training documentation