Professional edition Salesforce Service Cloud
September 15, 2014

Professional edition Salesforce Service Cloud

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

The 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
  • 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.
It is refreshing as it is simpler and is cloud based so implementation costs are comparatively less but Remedy is a legacy tool that was made only for Software support so the features and functionality are better
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
With the professional edition of Salesforce Service Cloud - managing data quality entry is restricted to only using validation rules and mandating some fields. Workflows are not an option. If the Products and Pricebooks are used in Salesforce Opportunities it can be useful for managing the various products companies sell.

Using Salesforce Service Cloud

100 - Sales and Account management
Support and Professional Services
2 - Quick learning and ability to understand and implement business logic to make the application work as per the needs of users
Functions and formulas

Evaluating Salesforce Service Cloud and Competitors

  • Price
  • Product Features
  • Product Usability
  • Analyst Reports
  • Third-party Reviews
I think the ability to use all features in an easy and user friendly way is important as is the price per license.
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.

Salesforce Service Cloud Support

Quick, efficient and very friendly. They know exactly how to not go just by the scripted response. They ensure they listen to you and try and give you suitable solutions or workarounds if there is a limitation
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Kept well informed
No escalation required
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
None
No - I think Salesforce has got it Customer service right as most things an Admin or users need to do is very well documented.

Using Salesforce Service Cloud

Ease of use and great customer support and training documentation
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Consistent
Quick to learn
Feel confident using
Lots to learn
  • 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