Item: Salesforce Service Cloud
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

Automation and digitization of service management
Improving customer satisfaction post sales
Increasing the efficiency of service organization and reducing service resolution time

Better field service capabilities
Better/ more competitive pricing
Pre-built CTI offering

Most Important Features

Knowledge repository
Case routing workflow
Integration capabilities

Return on Investment

50% reduction in service tickets
30-40% increase in service agent efficiency
Increase in CSAT score

Alternatives Considered

Freshdesk and Zendesk Chat

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

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?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

LinkedIn Sales Navigator, SAP Concur, Workday Human Capital Management

Likelihood to Recommend

- Heavy volumes of tickets/ support workload
- Audit trail of all dispute resolutions and customer history
- Can be easily configured as per business requirements
- Integration agnostic with 3rd party systems like CTI, ERP, other external systems

Service CLoud can help increase your CSAT / NPS score by giving customers a better support experience and helping increase the efficiency of your service organization. It is priced more than some good competitors in the market but is more scalable and configurable compared to other solutions

Salesforce Service Cloud overview

Software Version

Overall Satisfaction with Salesforce Service Cloud