Salesforce Service Console
January 30, 2018
Salesforce Service Console
Score 10 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Salesforce Service Cloud
As a consultant, I implement Service Cloud for other organizations. These organizations utilize the Service Cloud for being able to manage their caseload through the service cloud console and other features that are available to them. They get inbound cases through emails and there are auto-assignment rules that give each service rep a notification letting them know a relevant case has been submitted. They also get inbound cases through LiveAgent which is their online chat channel, allowing users to connect quickly with service reps and find solutions quicker than submitting an email case.
- Salesforce Service Cloud console in lightning experience is awesome
- Service Cloud console also allows for case auto-assignment and case queue's which is super helpful
- LiveAgent is an awesome addition to Service Cloud
- Lastly, nonprofits get 10 free service cloud licenses, so sweet.
- Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations
- Improved case turn around time
- Case management and assignment, getting the right case to the right person
- Case load and analytics that correspond with the case mgmt
I haven't truly dove into any other platform like this. Being a Salesforce user myself and an implementation specialist of the Salesforce platform, I will always suggest Salesforce to any business, as a whole. But if they also have a need to use a support and service management tool to help their current business processes or needs, then i would absolutely suggest Salesforce Service Cloud.