Item: Salesforce Service Cloud
Rating: 10
Author: Naveen Gabrani

Use Cases and Deployment Scope

We have implemented Salesforce Service Cloud for several clients. Salesforce Service Cloud is used to by support teams. It provides out of the box features related to Managing Cases, knowledge base of articles. It provides out of the box functionality for managing case assignment and case escalation. In addition by using standard Salesforce platform features like Flows, Apex and LWC, it is possible to automate the functionality based on business needs. The standard platform also includes out of the box reporting and dashboard features. Using Salesforce Service Cloud medium to large Support organization can increase productivity, as they can get all the customer details (like products purchased, prior cases) as they respond to support tickets. In addition the support agent have access to appropriate knowledge articles related to the Case.

Pros and Cons

Case Management
Knowledge Management
Automations using Salesforce Platform features based on business needs
Customization using the Salesforce platform features like Flows and LWC
Extensive information available and online training through Trailhead, which makes it easier for new people to learn the product.

Like any large product, it can be complex for new person to build expertise on Salesforce Service cloud
The Starter Suite (Group Edition) and Pro Suite (Professional Edition) have limited features related to customizing the platform
The Enterprise edition which is very powerful and flexible can be pricey for small businesses.

Return on Investment

Increased productivity of support staff
Improved customer satisfaction
Higher quality of responses to support tickets

Reliability and Availability

Salesforce Service Cloud is available on the browser. It can be accessed from anywhere. It is quite reliable and downtimes are planned and informed well in advance by Salesforce. Application errors or unplanned outages are very rare. When they do happen, they are resolved promptly. The downtime are published on the website https://trust.Salesforce.com

Customer Experience

Salesforce Sales Cloud and Service Cloud are built on the same platform. This makes it easy for the support staff to find out details about customer and also related to information about products purchased by the customer. This can ensure that support agent can give priority to cases raised by key clients. The case management features include configurable functionality related to case assignment, case escalation, and reports related to managing cases.

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

Salesforce Sales Cloud, Salesforce Experience Cloud, Salesforce Marketing Cloud

Likelihood to Recommend

Salesforce Service Cloud is a very powerful and customizable product. It is easy to use. Built on the standard Salesforce platform, the product can be customized to do almost anything that a business might need. It helps organizations increase productivity of support staff by providing better response time and also better quality of case resolutions. Also it has features to manage and review performance of support staff based on company metrics. It is well integrated with other Salesforce products like Sales cloud and Experience cloud. Very small businesses may find the product pricey. Also Salesforce admin or consultant might be expensive for small businesses to onboard.

Increase productivity of Support team with Salesforce Service Cloud

Software Version

Overall Satisfaction with Salesforce Service Cloud