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
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.