Item: Salesforce Service Cloud
Rating: 10
Author: Verified User

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

We use Salesforce Service Cloud to track and manage customer inquiries, complaints, technical issues, and requests. Cases are created automatically from emails, our website, and phone calls. We also maintain a full knowledge base used to quickly find answers to questions and provide documentation for various issues. We also use a variety of reports and dashboards to help identify areas for improvement.

Pros and Cons

Pros

Automation
Case management
Reporting
Analytics

Cons

Easier automation
More integrated AI
Customization and be too complicated and convoluted

Return on Investment

Faster customer response time
Improved CSI scores
Analyzing future business potential

Reliability and Availability

The Salesforce Service Cloud trust site is a great resource for tracking performance issues. I do not believe we have had a time where the entirety of our cloud has been unavailable. The majority of the time the cloud is fully available to us.

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

Likelihood to Recommend

I can't imagine tracking our cases and logging the history of customer and client issues in a system other than Salesforce Service Cloud. It is perfectly set up for our use and even new employees can quickly learn the system. Intuitive reporting and analytics help in resolving on going issues and future potential problems.

Salesforce Service Cloud Feature Ratings

Comments

Please log in to join the conversation

Salesforce Service Cloud Review

Software Version