Our service center relies on Service Cloud

Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area. I recommend it for anyone working with multiple clients at once also. This can be a handy tool when dealing with many Salesforce objects at once and servicing the records. Works well for any support role. I would not recommend for sales.

Every feature we have needed to have has, Salesforce Service Cloud was able to provide. We were ready to go out of the box and once we looked for additional features, they were already ready to install or in the build phase. The support was always helpful and able to put us in the right direction for any issues that had come up.

Managing multiple records at once is easy to do with Service Cloud. Getting a whole view of a record and all its related records in the same view is something that makes Salesforce Service Cloud usable for the busiest of worker. It has a lot of built in keyboard shortcuts which can be customized to make the work even faster while keeping your hand off the mouse. The only reason I do not give it a ten rating is that these keyboard shortcuts are known to sometimes clash with your built in browser keyboard shortcuts.

Salesforce is known to do maintenance on their systems every so often, but they give a large heads up when they take the system to read-only. In my experience it has been done for a few hours every three to four years. This is of course planned maintenance. Unplanned outages are rare, can happen, but that is why the educate their customers to keep a third party backup of the data and metadata in case something goes wrong where that might be affected.

The performance of Salesforce Service Cloud is excellent. The most complex reports that are lengthy are loaded in chunks as to get to your results faster. Each lengthy page loads a bit at a time. It is noticed that when you scroll down you may see a brief loading circle before the next chunk of data will load, on reports or any records. This provides the most recent or more important, provided you set up your page with the most important at the top to load extremely quickly. Although we use a few integrations, it does not seem to slow anything down in Service Cloud. Most of Salesforce now is relying on the browser to cache the pages, so it gives a more seamless experience. Occasionally, loading a new record type, or starting up after a reboot can take an extra moment, so this is why I cannot give it a ten rating.