Item: Salesforce Service Cloud
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use Salesforce Service Cloud for both internal employees and for external partners. It works out great for both because it's so flexible and can change based on the demands of our business. Our internal teams use it both from a customer service level (working cases, emails, tasks, etc.) and our project team uses it to track work in the system and support our agile methodology.

Pros and Cons

Allows us to make changes quickly and with relative ease
Can be flexible enough to use among several teams who do very different work
Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system

Sometimes documentation on new features can be slow to come out or might not be clear
Their Support team is sometimes difficult to work with (lots of back and forth and time consuming)
It is often hard to keep up with all the new features due to their 3 releases a year, it can be overwhelming if you are a solo person or on a small team

Return on Investment

We have cut our service team in half over the past 5 years due to the efficiency of the tool
The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

Reliability and Availability

We have never had an instance where the system has gone down completely, the only time it would ever be unavailable is during a window of just several minutes (outside of business hours) while Salesforce Service Cloud does its yearly maintenance releases. If there are unplanned outages, it's only related to one feature in the system, and they are very transparent with what the problem is and when they plan to solve it. One of the biggest values that Salesforce promotes is "Trust" and they have consistently backed that up.

Customer Experience

The options available for case management, ticket escalations, and a knowledge base within the self-help community have helped us to grow our business and eliminate the need for internal team members. Our case workers are not working from direct emails that may get lost or be unable to be tracked, instead they are all working from the same support queue where they can jump in to help each other, and managers have a very clear picture of who is working on what at any time.

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?

I wasn't involved with the selection/purchase process

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

Salesforce Experience Cloud, Salesforce Marketing Cloud, Salesforce CMS

Likelihood to Recommend

Salesforce Service Cloud is well suited for customer support teams who work many different channels - emails that come in from customers, support cases customers might submit on your site, or chatbot if you have this enabled in Experience Cloud. It provides options for approvals and tracking of SLAs which is especially helpful for larger customer service teams. It may not be suited for teams where a lot of their work comes from external systems or outside sources if you have a small technical team or a limited budget, since it would involve setting up a lot of integrations.

Salesforce Service Cloud delivers flexible features for an Agile team

Software Version

Overall Satisfaction with Salesforce Service Cloud