Item: Salesforce Service Cloud
Rating: 8
Author: Verified User

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

For us, Service Cloud is handling all of our email and messaging incoming support requests. In a lot of cases it's also handling workflow, so whether it's a process request, billing requests, anything like that that's coming into Service Cloud, usually through email to case or messaging for in-app and web. And then our team is responding and going through the process to help the customer.

Pros and Cons

Pros

Email to case is an interesting piece of it. The threading is very strong, sometimes too strong, but it does very well at handling the incoming emails.
The omnichannel routing, using skill-based routing is really effective.
Pathing. So making the workflow and helping the team understand what it is that they're trying to do, what they have to accomplish, those step-by-step pieces. That's really helpful.

Cons

Round robin, we don't have one. So whereas with Omnichannel you can route a case based on an agent's capacity. So if they've got 10 cases or 20 cases or 30 cases all at one time, omnichannel will let you assign based on that skill, right. But there's no just person A to person B to person C to person D routing, which is pretty common in a lot of service companies where there is no logic behind the routing, it just has to go round and round. So that required a lot of complex coding to get that functionality in place and it should just be there.

Return on Investment

It's helped us remove manual workflows and it's helped us share knowledge. So enabling our team to act without having to always escalate because if they don't know, can I do this or that in a certain situation before when it's manual documents, you have to go through and figure out what the rules are, maybe go to a manager, figure out what the answer is more than once and then retain it for yourself. Whereas with Salesforce, we're able to have that knowledge built into the system and then it can just re-reference. It makes making decisions faster.

Reliability and Availability

Alternatives Considered

ServiceNow Customer Service Management and Zendesk Suite

Evaluated ServiceNow. Evaluated Zendesk. We selected it primarily because we already had the Salesforce ecosystem and we didn't want to bring in another vendor. For us it was important to make sure that our data is only in so many different systems and so many different cloud providers cuts down on compliance issues. So we're a regulated industry, so if I had to use Salesforce and service and Zendesk or anything else, I'd have to go through three sets of compliances and we already had Sales Cloud, so it just made sense to bolt on the service piece.

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?

Would you buy Salesforce Service Cloud again?

Yes

Other Software Used

Snowflake

Likelihood to Recommend

Probably where you have a number of service teams that all contribute to a knowledge base is one area that's really useful. AI response, it looks like with AgentForce, that's going to be one of our next deployments. So they're AI based on the trust layer is, I like that it has the trust layer because it's already got some built in safeguards around privacy and security controls for AI, which is very important right now. Where it's probably less useful:gain, round robining a very email heavy conversation, so it's not the best email tool. A lot of our team still uses Gmail and logs to the case rather than actually emailing directly out of Salesforce. Email signatures are not great because you can only have plain text email signatures, you can't have HTML.

Salesforce Service Cloud Feature Ratings

Using Salesforce Service Cloud

Usability

Probably a seven. I'll do that. Flow is fantastic. So being able to make decisions in automations is brilliant. The user interface could be a little nicer, it could look visually more appealing. And they have done some improvements very recently, but sometimes the UI can feel a little cluttered, especially when you've got one person in the flow work that has to do maybe multiple things.

Usability Pros and Cons

Pros	Cons
None	None

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Salesforce Service Cloud Review

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