All your customer service needs sorted in one go with Salesforce Service Cloud
February 20, 2024
All your customer service needs sorted in one go with Salesforce Service Cloud
Score 10 out of 10
Vetted Review
Verified User
Software Version
Unlimited
Overall Satisfaction with Salesforce Service Cloud
Salesforce service cloud fulfills almost every aspect service functionality and as a platform we can customize the solution to the need, be it case management, knowledge management, Incident management, customer entitlements and milestones. it is an awesome piece of software for all customer service needs of the organization. it helps us to integrate service functionality with other clouds as well, also helps us to create several customer touch points of service.
- customer support emails are addressed well through email-to-case.
- created cases were effectively managed through routings, milestones and notifications
- helped to open up chat support easily
- helped us to set up self-service portal for customer with easier integration with experience cloud
- call center analytics were made easy.
- should open up customization around knowledge and some other objects.
- there should be a better way to manage the licenses especially with knowledge user licensing, i don't know why separate licenses for that when we subscribed for service cloud already
- so many functionality upgrades 3 times a year, difficult to follow up in the daily work schedules, definitely good thing for subscribers but not for developers and consultants.
- reduced the SLA times.
- better management and resolution of prioritized customers
- better tracking of resources through console view for managers.
- increased customer satisfaction
Salesforce Service Cloud has helped us to establish different channels for customer to interact with service staff via phone, email, chat, social media and web forms as well. it helped us to open up self-service customer portal where customers can access their cases, and see the status of those cases, they also can also go thorough the knowledge base and resolve the cases by themselves as well.
All of the software's are well established and good, but what gave the edge to us its easy integration capability with other systems, experience cloud integration and Einstein analytics which made us move forward Salesforce. Salesforce also have better service and industry recommendations along with features and 3 updates per year also made us move toward Salesforce Service Cloud.
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