Overall Satisfaction with Salesforce Service Cloud
Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.
- Robust set of features allowing efficient management of support cases.
- Consolidation of disparate functions onto a single platform (Salesforce).
- Extensive reporting and analytics.
- Migration from classic to lighting was especially challenging.
- Customization is available but not as easy as they make it out to be.
- Different departments working within the platform requires delicate management so as not to disrupt processes.
- More efficient management of client support cases
- Greater visibility across departments
- Improved case turnaround time
By having all features onto a single platform, it allows our support team to work more efficiently and effectively. They spend less time researching and working to resolve customer issues. By integrating with Sales Cloud, our support agents can also collaborate more effectively with our sales and marketing teams. Having all cross functional groups on a single platform is extremely valuable.
Salesforce provides a more robust set of features than most other alternatives. Since Service Cloud is part of the Salesforce platform and since our company has been on Sales Cloud for several years, it was an easy choice to select Service Cloud. The transfer of customer data between the modules is critical for our business.
Do you think Salesforce Service Cloud delivers good value for the price?
Yes
Are you happy with Salesforce Service Cloud's feature set?
Yes
Did Salesforce Service Cloud live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Salesforce Service Cloud go as expected?
Yes
Would you buy Salesforce Service Cloud again?
Yes
Salesforce Service Cloud Feature Ratings
Using Salesforce Service Cloud
25 - Support, Customer Success, Account Management,
3 - Salesforce Admins, IT
- Case Management
- Customer Retention
- Account Management
- Managing customer churn
- Identifying product issues
- Alleviating sales from managing customer support issues
- Product enhancement
- Product innovation
- Reduce customer churn
Evaluating Salesforce Service Cloud and Competitors
Yes - Zendesk
- Scalability
- Integration with Other Systems
Prior solution did not integrate as well with CRM and ERP systems
Nothing would have likely changed
Salesforce Service Cloud Implementation
- Third-party professional services
HiForte
Change management was a big part of the implementation and was well-handled - Perhaps we could have involved more cross functional teams in the initial planning but we also had a tight timeline.
- Integration with other systems
- Migration of data
- User acceptance testing
Salesforce Service Cloud Support
Pros | Cons |
---|---|
Quick Resolution Good followup Kept well informed | Problems left unsolved |
No, we did not because of costs.
I would not say any of the support I received was exceptional.
Using Salesforce Service Cloud
Pros | Cons |
---|---|
Like to use Well integrated Convenient Feel confident using | Requires technical support Lots to learn |
- User interface
- Integration with other systems
- Reporting and dashboards
- Customization
- Workflows and validation rules
- Reports