Item: Salesforce Service Cloud
Rating: 9
Author: Verified User

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Field services, tracking field installations. When an opportunity closes for us to install that goes, that's tracked within Salesforce as well. We use it for customer support for having extensively. And that's direct.

Pros and Cons

Pros

Very flexible. Flexible, I just mean customizable to organizations. Very different and they have different processes. When you're talking different organizations across the world, the customization is imperative because you've got to be able to deal with each one, each country different. So I'd say customization is probably the best.
Speed I rarely have any issues with. It's very rare that I have any issues. So I guess speed and reliability is very good as well there.
Interface is great. It works.

Cons

Data storage could be quicker across the world. Here in the United States, it's not bad, but when we're talking software drops that are five to 10 gig, other parts of the world really lag. I had to go find other solutions for that. So that's probably the first thing that would pop to my head that causes the issues that I've seen.

Return on Investment

Any CRM is going to do you really well. Salesforce does a really good job of providing me an interface where I can, like I said, I can change the product, how I need for the different parts of the world, the benefits and the ROI out of it. It's funny, I had somebody in the company ask me that not long ago and if somebody's coming to me today in this day and age saying "Tell me the benefits of going from an Excel spreadsheet to a relational database where we can track documents, we can track for audit purposes for tracking back to our ERP systems." The ROI is productivity, efficiency. It's getting the documents in there for audits. So security across the board too. Your ROI is off the charts for it all. It's just getting your users to use it.

Reliability and Availability

It's not perfect, but it does a really, really good job with what it does. I've used it long enough to know it's an approachable tool for every level of user. From a technical perspective, users can get in and use it and get up to speed. Like a new sales rep can get up to speed, you can figure it very quickly to an admin. You can get down into coding if you need to and you don't have to if you don't need to. There's a real gradual learning curve that goes into it as well. So I think it caters to every level of technical person.

Alternatives Considered

Oh, now see, I forget the names of the other ones I've done. I mean I've used C4s, I've used some lower end ones too for local small business and I'd even recommend Salesforce for small business. Say pricing strategy for small businesses is harder for them to keep up with the dollars cost of it, which it would work well for them.

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

Well, Salesforce has done a really good job of suiting itself for many, many different jobs. So where it wouldn't be well suited in business and business process, I can't think of a scenario where it's not really well suited at all. It does a really good job with what it does.

Salesforce Service Cloud Feature Ratings

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Salesforce Service Cloud Review

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