Salesforce Service Cloud delivers flexible features for an Agile team
February 20, 2024
Salesforce Service Cloud delivers flexible features for an Agile team
Score 10 out of 10
Vetted Review
Verified User
Software Version
Unlimited
Overall Satisfaction with Salesforce Service Cloud
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.
- 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
- 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
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.
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