Item: Salesforce Service Cloud
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

We have been able to achieve process standardization and automation for the client's service offering.

Pros and Cons

Automation of processes which were done by clients service representative.
Integration with other Salesforce products which facilitate that clients have complete customer profiles.
Help upsell as now we have better visibility of our customer's profiles.

Better customer support would be appreciated.

Return on Investment

We have been able to automate many daily and tedious tasks. It helps free up time for our customer support team.
Automated ticket allocation helps reduce lots of overhead.

Support Rating

Sometimes support may do a lot of back-and-forth to solve the issue.

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?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Salesforce Marketing Cloud Email Studio, Atlassian JIRA Align (formerly AgileCraft), Informatica Cloud MDM - Customer 360 for Salesforce

It's well suited if the client is already using other Salesforce products as it will help them get a better, well-rounded profile of their customer. It may not always work if that is the only Salesforce offering the client is using.

Salesforce offering for service industry

Software Version

Overall Satisfaction with Salesforce Service Cloud