SFDC Service Cloud Review
April 27, 2016
SFDC Service Cloud Review
Consultant in Information TechnologyComputer Software Company, 501-1000 employees
Score 9 out of 10
Overall Satisfaction with Salesforce Service Cloud
The whole organization utilizes Salesforce Service Cloud. It is used for case management of customer issues and complaints as well as contact center functions. Community is also layered onto the service cloud to provide case assistance through a portal and access to the knowledge base.
- 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.
- Standardizes service process across the company and encourages standard fields to be shared among different service processes.
- Can help in normalizing service data for an organization.
- Workflow can also help to create smarter responses to SLAs and escalation processes can help simplify making sure that customers are getting timely answers and fixes to issues.
If a company has a very low drag service process and doesn't need all the bells and whistles that SFDC has to offer, it may make more sense to consider another path in SFDC versus the Service Cloud. However, for most companies needing case management and the added features, it typically is a solution I recommend looking at first.
Salesforce Service Cloud Feature Ratings
Organize and prioritize service tickets
ITSM collaboration and documentation
Ticket creation and submission
External knowledge base
Internal knowledge base
Help Desk CRM integration