Item: Salesforce Service Cloud
Rating: 10
Author: Stephanie Chapman

Use Cases and Deployment Scope

We are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.

Pros and Cons

Easy to use
Records consolidation
User-friendly

Creating multiple orders on one case.
Have notifications be more user-friendly.
Reports should be easier to view.

Return on Investment

Its easier to use
Able to get work done faster
No duplicate accounts

Other Software Used

Cisco Unified Communications Manager (Call Manager), SAP NetWeaver BPM, Microsoft 365 Business, Skype for Business (formerly Lync)

Likelihood to Recommend

We use Salesforce so we don't have duplicate consumer accounts and everyone can access the customer's email. it's less appropriate because you have to create a new case every time you want to place an order, which causes more time on the phone with the customers. Once that is fixed t will be amazing.

GREAT NEW SYSTEM

Software Version

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Other Software Used

Likelihood to Recommend

Salesforce Service Cloud Feature Ratings