Item: Salesforce Service Cloud
Rating: 9
Author: Steve Kim

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

More efficient management of client support cases
Greater visibility across departments
Improved case turnaround time

Alternatives Considered

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.

Other Software Used

ClearSlide, Datanyze, InsightSquared

Likelihood to Recommend

Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.

Enhanced Customer Service Platform

Software Version

Overall Satisfaction with Salesforce Service Cloud