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

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Primarily for this mechanism for managing our cases and what in how they get assigned out and things.

Pros and Cons

Pros

It helps give us ties with CRM helps give us a single view of the customer so we can see the customer, but also what issues they're having, what kind of case they're raising. So it just gives us a complete pitch of how that customer's working, whether us, what problems they're facing. So if things come before renewal, we can say they've had 20 cases, we might want to do something to fix them quicker. It completes our view, but it also gives us a mechanism to manage them effectively. So from prioritization from kind of agents and things. So it just gives us our full insights.

Cons

I think it's more just, I think it's coming with the agenda guys, but just some, it's just the usability, the UX side of it a bit all traditional still. I suppose in terms of, and that may be more to be honest how we've actually got it set up, but it's very much having a, you spend a lot of time going to the, you spend a lot more time trying to find the information you want, but I want it to be given to me. I want to know what's important when I need to look out. Don't want to have to search through objects on the related list to find something. I kind of want to be given what the issue is and or how many cases I've had. I guess summary of how that account is, which I spent too much time trying to find that at the moment. So anyway that could be surfaced better would be a big help.

Return on Investment

Oh, huge positive. The whole objective we have is around one new concept. We used to say it was around twofold customers making them successful and delighting them. And yes, no one wants to have cases raised, cases escalated, but they're going to happen. It's a software company that people expect, people know they're going to happen even with your phone and Apple, they come up all the time. It's the fact that we can actively manage, track them, respond to them, that we can actually hopefully close them down quickly with a good resolution that they're happy with. That's it. And the timeframes they wanted, it gives us all the ability to do that. As long as you have the service agents trained properly on how to use it, then the two facilitates that. It does it really well. And without that, I dunno what would used, well, I think we'd really struggle definitely to get the information out.

I wasn't by the evaluation for years, so not that, but historically I've been here for 13 years, so not a lot, but previous company had a home built solutions for it, so they designed their own and built their own. But that was a big telco in the UK we had our own data centers and a huge 3000 strong IT team. So they built their own system, but this is better, a lot better. We had a lot more agents, a lot more calls coming in, but they, the CRM system there still, it's 30-year-old and it hasn't changed it. They can't change it. So this gives ability all the time to get those new features, those new enhancements that come in. We can make it better every three, four months and that's a big incentive.

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

Slack

Likelihood to Recommend

The well suited element is still that it gives me that holistic view. I told that complete view of what it is I guess. So I can go and see who's working on what, but it is being able to know what's been worked and who's working on it, what they're doing, which is just when we have case, we have the volume we have coming in, it's just invaluable to know how they're done, but also who's working, what the actions they are they've got are they said. The kind of way I think it could be it's not suitable, is sometimes if you wanted a quick summary it struggles to, you've just got nowhere where to look, which it takes a bit of training for people to go and then you kind summarizing it yourself, but which just takes up just time.

Salesforce Service Cloud Feature Ratings

Using Salesforce Service Cloud

Usability

As a new user coming in, it's probably harder, let's say, because it's our needing to know where to go. It's not as intuitive as it should be, but once you've used it for a while, you know where to go. So stop. Perfect. No, and vape, very few are, but it covers what I wanted to do. Would like it to be quicker and more streamlined? Yes, but yeah, probably seven or eight. Probably closer to seven maybe. But again, I think that's more just on how we have it. We have it, it goes through internal teams too that do the user experience and what fields we need and stuff. We have internal people do that, so that may be more than us. That's why a couple of things like this, so I can tell them, okay, they have this, we need to do this and push it that way. It may be they just don't think there's need for it. So we haven't gotten set up because my job is to see what it can do and then take it back into it looking now we need to make these changes.

Usability Pros and Cons

Pros	Cons
None	None

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Salesforce Service Cloud Review

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