Service Cloud Corrals Manufacturers' Service Requests
December 19, 2017

Service Cloud Corrals Manufacturers' Service Requests

Jack Pennuto | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

We utilize Service Cloud to organize all of our Aftermarket Service inquiries that come through email or website form submissions. These inquiries become cases, which are assigned and handled by our internal team of aftermarket support personnel. The creation of cases enables us to organize inquiries across all our personnel, so that they can each have visibility into who is working on what, avoid multiple people working on the same request, and have a record of the customer interaction, for follow up, if the initial assistance does not completely solve the customer issue.
The use of Service Cloud by our Aftermarket Service team enables our sales cloud users to assign cases to the service team as they have interactions with customers, and it also gives our sales team visibility into service instances that occur on their customer accounts.
  • Case Creation.
  • Linking cases to accounts and contacts.
  • Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
  • If a case is reopened and then re-closed, you have to update the solution, and this overwrites the previous solution to the case. If a case is closed, reopened, then re-closed, it would be helpful to have multiple solutions for that case, instead of having to create a new case, as the continuity of the original case helps for visibility of the case evolution.
  • Being able to attach files to emails so that they are visible in Classic and Lightning would be helpful, so our users can more easily move between the two.
  • Better notification and identification of new messages on Cases when a user is in Lightning.
  • Service Cloud has assisted us in identifying where we need more people to address customer service requests.
  • Service Cloud, over time, will help us to identify where we can automate highly repetitive inquiries, such as requests for documentation, which is a positive ROI.
  • The administering of Service Cloud and revising our setup to optimize for our use case has resulted in a greater need for a Service Cloud Administrator, which was not figured into our implementation, so that is negative on ROI.
We did not consider any alternatives to be a real solution compared to Service Cloud. This appeared to be the only solution for our needs.
It is well suited if you have service support that is tackled by multiple personnel, and personnel that are distributed across multiple locations. This will help in administering of cases and loading of case volume across personnel.
Service Cloud is less suited if your organization has a low volume (a couple a day) of service support inquiries and if the requests are highly redundant or always resolved in a single interaction.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
Not Rated
Internal knowledge base
5
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
10