Item: Salesforce Service Cloud
Rating: 1
Author: Kurt Johansen

Use Cases and Deployment Scope

Currently being used organization wide. It addresses a uniformed CRM to be used across our Sales and Service departments as well as Warehouse and Administration. It solves a lot of cross-department functionality concerns with multiple programs per department running. This brings everything under 1 roof.

Pros and Cons

Customization for business-based needs.
Self-Help/Learning portals are a huge resource.

Sell based on possibilities. The promise of POTENTIAL greatness.
They do not disclose the extreme costs to a business.
'Out of the Box' functionality is never showcased by SF or any vendor.
Very poor support.

Return on Investment

Negative ROI for the first 4 years of Salesforce Use.
On-boarding and implementation caused a direct loss of business customers.

Alternatives Considered

Service Titan has a better support, pricing structure and implementation process compared to Salesforce.
The level of negative feedback I have for Salesforce and all of its components is palpable. My contempt is unending.

Support Rating

Garbage. The support staff is fluent in English but illiterate in CONVERSATIONAL English. Nuance and understanding is the first step in helping someone. The turn around time is 24-48 hours. They do not adhere to your business hours and availability when you state them and it generally takes many days to fix an issue, if they can even do it. Most of the time, you are forced to rely on your 3rd party SF partner, who tend to charge an egregious amount for 'help.'

Key Insights

Do you think Salesforce Service Cloud delivers good value for the price?

Are you happy with Salesforce Service Cloud's feature set?

Did Salesforce Service Cloud live up to sales and marketing promises?

Did implementation of Salesforce Service Cloud go as expected?

Would you buy Salesforce Service Cloud again?

Other Software Used

Demandforce, MobileIron, Upwork

Likelihood to Recommend

If 0 was an option, it would be selected. The exponential cost to get Salesforce instance, in ANY capacity or product, to function as you as a customer were showcased, expected or desired is always hidden from you until after you sign a contract. 3rd Party partners are your reliance for all work and are not accountable for the work they do or DON'T do, contract or otherwise. SF does not hold its contracted partners accountable for their failings.

Salesforce: Avoid @ All Costs

Software Version

Overall Satisfaction with Salesforce Service Cloud