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

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

We have implemented the case management for managing the customer request. Let's say the different kind of customer requests are coming, right? They're logging in, complaint management and all those. And the complaint assignment and reassignment, all those. And final, the resolution of the complaints has been minus and also along with this incident management.

Pros and Cons

Pros

Incident management
Customer journey management

Cons

Survey management
The complete contact center solution

Return on Investment

Positive as in it was good fit in terms of managing all the customer communications
Negative impact was there that the customer numbers were actually stored. So data residency was the main problem.

Reliability and Availability

Because of the negative use.

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

So best appropriate is for case management and omnichannel. And the less appropriate basically is for the contact center solutions wherever the contact center is, that's less suited into that new cases.

Salesforce Service Cloud Feature Ratings

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Salesforce Service Cloud Review

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