Service Cloud Corrals Manufacturers' Service Requests
December 19, 2017
Service Cloud Corrals Manufacturers' Service Requests
Score 9 out of 10
Vetted Review
Verified User
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.
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.
Pros
- Case Creation.
- Linking cases to accounts and contacts.
- Utilizing reporting to identify trends in Service Cases (types, accounts, volume).
Cons
- 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.
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