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

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

As somebody that helped others implement it? I think the use cases vary, but they all hinge around customer service and having testing one data to best serve the customer, either through email interactions, phone call, interactions, complaints, ticketing testing, support, etcetera, and service cloud mix teams.

Pros and Cons

Pros

Fundamentally it allows consolidated data. Business units are not fragmented, one user is not isolated from understanding another user's interactions with the same customer. Having that helps them better serve their customer. Having data allows people to report on things escalate. So greater visibility and just gather insights, which are all super helpful.

Cons

I think Service Cloud has been around for 20 plus years, so it has evolved significantly and I'm sure there are lots of room for improvement. Where we as an implementation partner probably don't see a lot of that is because we are solving to a particular client's needs and we're meeting their requirements with those solutions. I think the AI and the agent and agent layer is going to be a big learning for people, not just us as implementers, but our customers as well and making sure they're equipped to support those needs. But as a stable customer service offering

Return on Investment

I think through everything I've said already, it's just being able to consolidate data and have greater visibility over what you're doing and just better serve people.

Reliability and Availability

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 think the one that we see time and time again is where management mid to senior don't have visibility over what their teams are doing and they cannot jump into help when needed. So by being able to bring it into one single solution and have greater visibility, simple things like reports or dashboards allow managers to view at a high level what their team's working on, understanding if they're meeting KPIs, if they're missing any deadlines, etcetera, so that they can intervene, which is super helpful.

Salesforce Service Cloud Feature Ratings

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Salesforce Service Cloud Review

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