Experience in using and implementing Salesforce Service Cloud makes it easy to recommend
Updated September 30, 2015

Experience in using and implementing Salesforce Service Cloud makes it easy to recommend

Jeff Grosse | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Unlimited

Modules Used

  • Salesforce Cases
  • Salesforce Entitlements
  • Salesforce Live Agent
  • Salesforce Console

Overall Satisfaction with Salesforce Service Cloud

Service Cloud is deeply embedded in our customer support processes. We utilize Cases, Chatter, Force.com, and Communities to communicate with our customers. It helps us effectively collaborate internally and with our customers to log and resolve issues. It eliminates the threading of email, provides concise logging and tracking of issues and keeps artifacts readily available for project and run teams.
  • 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.
  • I have seen Net Promoter Scores (NPS) improved significantly with customers because the agent had immediate access to information previously challenging to find by agents.
  • Workflow and approval processes ensure consistent processes are followed by agents and help move cases along as necessary with less user intervention. This results in much more efficient use of agents' time.
  • Some would knock Salesforce on price when it comes to subscription licensing, however, when you take into account the overall cost of licensing traditional software, running your own servers, databases, and so on, Salesforce is very cost competitive. Additionally, since Salesforce has three product releases per year which all customers take automatically, you have access to new features much more often than with traditional software deployments, leading to additional functionality without the costly expense of upgrades.
Salesforce has increased their traction in the SMB space for service with the acquisition of Desk.com. It provides a good entry level solution for customer service and knowledge for less complex organizations. Additionally, it gets them up and running quicker. Without Desk.com, many customers would have previously gone with Zendesk, but the advantage companies have with Desk is that when they grow, they can easily grow into the full Salesforce Service Cloud suite without needing to redeploy or rearchitect. While other companies are now making a bigger splash in the news about cloud based service offerings, Salesforce has the most experience and is a constant innovator in that space, so they frankly lead the pack. Salesforce has consistently grown the breadth of their service products and in time added premium licensed features as standard products, which is a very nice benefit.
Service Cloud is well suited for all sizes of contact centers. The platform is extremely flexible and extensible to make the agent experience easy to use and intuitive. New features like the Case Feed allow agents to quickly work on a case and see relevant information in a single pane. I have worked with customers using Service Cloud for customer service, support, IT helpdesk, as well as HR helpdesk and I see it equally useful there. When evaluating solutions, be sure to ask whether Knowledge Management is included or if it needs to be licensed separately. Salesforce allows a read of all articles internally and requires licenses only for knowledge creators. When evaluating solutions, look at the user experience. It should be clean, configurable, flexible, and intuitive. It should also have robust workflow and approval processes to support business processes. Again, this is an area of strength for Salesforce.

Salesforce Service Cloud Training

Using Salesforce Service Cloud

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.