Item: Salesforce Service Cloud
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

Actually, it allows CSR to work on cases concurrently which increases their efficiency. Salesforce Service Cloud enables better case management. It gives the functionality of live agents. Although you need another license for it. Currently, we are using service console to show the products, contracts to CSR users.

Pros and Cons

It allows better Case management. It allows CSR users to work simultaneously on multiple cases
It provides a self-service option. Customers can search the knowledge articles themselves
IT helps in reducing the customer support cost

Salesforce has modularized costs for everything.I believe everything should be under one license
We cant use custom fiscal years in new forecasting
Monitoring tasks require users to run the report

Return on Investment

Our client had migrated his legacy system to Salesforce. It reduces his manual effort for creating reports and processing Excel

Alternatives Considered

Salesforce is #1 CRM currently.Its integration with other systems is great.Online support for salesforce is very good.

Other Software Used

Eclipse

Likelihood to Recommend

For case management, Salesforce is one of the best platforms.You can increase the productivity of your service agents. It is not suited if you don't have staff trained on Salesforce.You need expert Salesforce trained staff for handling issues. Business intelligence is a bit lacking

Great if you don't need business intelligence

Software Version

Overall Satisfaction with Salesforce Service Cloud