Item: Salesforce Service Cloud
Rating: 8
Author: Jennifer Ely

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Service is used for our service team. Customers who have bought houses may have issues they must raise once they have moved in. By using Service Cloud, we can utilize cases to service these customers. Cases can be raised and reside with the purchased property. We have an overview of everything the customer has raised in one place.

Pros and Cons

Pros

Group cases.
Customise tickets.
Action in timely manner.

Cons

Field service is a great tool but quite costly.
Sometimes the flexibility isn't what we need.

Return on Investment

Reduction in ticket time.
Increased productivity.
Excellent reporting.

Reliability and Availability

The service has rarely been available. In the three years I have worked for the company, one serious outage with Salesforce was managed quickly and efficiently.

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

Our team can have a 360-degree view of Salesforce service. We can see the house or houses they are linked to, along with any cases that have been raised. We can assign work to contractors who sit outside of our business. This is using community along with service cloud.

Salesforce Service Cloud Feature Ratings

Comments

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Service cloud.

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