Item: Salesforce Service Cloud
Rating: 10
Author: Bobbi Jo VALIANT

Use Cases and Deployment Scope

Salesforce Service Cloud created a one-stop shop for all emails, chats, and phone calls. We can Omni Route all channels to our agents at the priority level we need. Great for productivity for our agents.

Pros and Cons

Agent Productivity with Omnichannel Routing
Knowledgebase for agent help articles
Screen Flows to cut down on agent training
Web Chat

Reporting - need better downloadable reports
Lower Pricing - More bundled products for less

Return on Investment

Lower Agent costs

Reliability and Availability

Salesforce Service Cloud has never been down.

Customer Experience

We enabled a chat bot to help customers before they reach an agent. This helps our agents work on more complex issues.

Alternatives Considered

Email Tracking for Zendesk

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

Talkdesk

Likelihood to Recommend

Screen Flows provide step by step instructions for our agents so we don't need 4 weeks of training. This knocked our training down to 2 weeks. Salesforce Service Cloud's reports are not great as they just download into excel so they are not client friendly.

Salesforce Service Cloud is an Awesome Product

Software Version

Overall Satisfaction with Salesforce Service Cloud