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

Use Cases and Deployment Scope

Salesforce Service Cloud allowed our customer service team to seamlessly integrate multiple tracking and communication methods into one interface to consolidate their efforts to keep track of customer requests.

Pros and Cons

Personalized service from any device has been extremely helpful.
Providing a community for our customers was helpful for them find answers and use other customers as resources.
Their analytics allowed us to create customer solutions quickly.

Occasional glitching or lagging
So many features that it feels like we don't use, or rather know how to use it, to its full capacity
Structuring of customer requests

Return on Investment

Faster Customer Support
Increased customer engagement when they interacted within our customer communities
Better and faster customer solutions

Alternatives Considered

I have only used Salesforce Service Cloud for these services.

Support Rating

It's, at the very least, worth a thorough demo from any company that requires customer support and solutions. Its ability to drive customer engagement within customer solution communities was impressive and something we were pleasantly surprised by.

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?

I wasn't involved with the implementation phase

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Oracle Analytics Cloud, Adobe After Effects, Adobe Premiere Pro

Likelihood to Recommend

Obviously it depends on the colleague and their business needs but for a customer-facing business, Salesforce Service Cloud is extremely helpful and consolidates plenty of lengthy customer service functions.

Salesforce Service Cloud Drives Customer Engagement

Software Version

Overall Satisfaction with Salesforce Service Cloud