Item: Salesforce Service Cloud
Rating: 5
Author: Verified User

Use Cases and Deployment Scope

Salesforce Service Cloud serves as our support ticketing system. When a customer writes into one of our support email addresses, that email automatically comes into Salesforce Service Cloud as a Case to be handled by our team. We track the quantity of cases and types of cases over specific periods. It allows us to make business decisions such as hiring more headcount or where customer concerns are.

Pros and Cons

Tracking Support Tickets
Support Ticket Analytics

Native Fields that Contain Email Metrics
Native Logic that moves Case to appropriate status
Native Logic around assigning Case to Appropriate Rep

Return on Investment

360 View of Customer
Case Reason Tracking
All in One CRM

Reliability and Availability

Salesforce Service Cloud rarely has bugs or unplanned outages. Usually they occur every few years but in recent years it has been less frequent.

Customer Experience

It is an admin feat and costly to add in all the fringe add ons into Service Console.

Alternatives Considered

Zendesk Suite

Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM management. Zendesk is built more transactional help centers where you may get thousands of tickets each day and don't need to keep clean the customer's previous interactions. The more enterprise and sophisticated your customer level is the more I would recommend Salesforce Service Cloud (example healthcare, finance, etc.), whereas Zendesk is better for say e-commerce or retail clients where you need to move quickly and don't need previous interactions stored very well.

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?

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Einstein, Einstein High Velocity Sales, Seamless.AI

Likelihood to Recommend

I would not recommend Salesforce Service Cloud if an experienced Salesforce Administrator is not administering it. Through Flow you have to create fields that auto update with information such as "Date of Last Email Received", "Date of Last Email Sent", "Numbers of Total Emails Sent", "Number of Total Emails Received. Along with this you have to use Flow to update the appropriate Case Manager based on data living say on the Account Object. Also you have to use Flow to auto-move the Case to status "Waiting for Customer" when the Rep. sends a new Reply. It is not a tool built for a new Salesforce Admin.

Salesforce Service Cloud is a sturdy platform and built for enterprise level clients

Software Version

Overall Satisfaction with Salesforce Service Cloud