Salesforce Service Cloud overview
May 08, 2023
Salesforce Service Cloud overview
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
Using Salesforce service cloud internally to create support tickets. It offers a complete 360 degree ticket management system with ticket generation, routing workflow, escalations, time and communication logs, knowledge repository, and resolution.
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
It can digitize and automate service/ post sales management for a business by automating ticket creation, routing workflows, service/ work order generation, communication and collaboration, resolution, and customer feedback survey.
Pros
- Automation and digitization of service management
- Improving customer satisfaction post sales
- Increasing the efficiency of service organization and reducing service resolution time
Cons
- Better field service capabilities
- Better/ more competitive pricing
- Pre-built CTI offering
- Knowledge repository
- Case routing workflow
- Integration capabilities
- 50% reduction in service tickets
- 30-40% increase in service agent efficiency
- Increase in CSAT score
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
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
Comments
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