Item: Salesforce Service Cloud
Rating: 6
Author: Verified User

Use Cases and Deployment Scope

Salesforce Service Cloud is being used by multiple departments within my company. Especially in the Customer Experience department, it is utilized daily. It addresses the business problem of how to streamline the customer experience by allowing all information to be stored in one place, and utilizing the connection from other departments who also use Service Cloud.

Pros and Cons

Provide new and innovative updates
Easy to use yet modernized interface (the two are not always synonymous)
Customization is not just available, it's encouraged

Inconsistent speed and difficult to figure out where the issue stems from
Issues not always addressed in an efficient amount of time
Unexpected glitches lead to difficult workarounds

Return on Investment

Increased efficiency within customer interactions
More accurate data representation due to all information being stored within one platform
Streamlined training/onboarding process

Alternatives Considered

Talkdesk and Zendesk

Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and allowance for growth within the database in relation to growth seen in the company.

Support Rating

Salesforce Service Cloud has solid support. I do not expect too much from support teams as many issues that occur are not predictable, and therefore, not easily recognized then fixed. I do think Service Cloud could improve upon the time taken to reply to a support question or issue especially with utilizing options for this within the interface directly.

Key Insights

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?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Talkdesk, Maestro, Reflektive

Likelihood to Recommend

Salesforce Service Cloud is well suited within our Customer Experience department and Supply departments. Customer Experience utilizies Service Cloud for tracking customer contacts and follow ups. Supply uses Service Cloud to manage client accounts. Customer Experience and Supply work together that much better because they can communicate through the prime visibility of Service Cloud.

Service Cloud for the win

Software Version

Overall Satisfaction with Salesforce Service Cloud