Overall Satisfaction with Salesforce Service Cloud
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.
- 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.
- Increased productivity of support staff
- Improved customer satisfaction
- Higher quality of responses to support tickets
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.
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