Item: Salesforce Service Cloud
Rating: 10
Author: Durga Kalyan Duggirala

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

First, we allow customers to raise the cases, and once the cases get created, we work on the cases based on the entitlements. We work on the cases and provide the resolution for those cases. And one more thing — we also do case routing to the particular persons. We are using Field Service Lightning also in Service Cloud, where the users can get the cases assigned to them, and they can work on them onsite as well. So in short, we are using it mainly for case management and field management, mostly in those two areas.

Pros and Cons

Pros

We have given a provision for customers to raise their cases, and we have also given a provision for the customers to keep track of those cases. There is a provision for raising the cases.
They can track at what level the case is, status-wise and all.
In Service Cloud, we are using the asset information, and they can update their own asset information as well.

Cons

We are looking to automate the entire case management process. That is one thing — we don’t want our service agents to explicitly take the cases and work on them. We are looking for an automation kind of thing. This is where we have room to do more enhancements on those areas.

Return on Investment

Right now, we are migrating from a traditional system to Salesforce Service Cloud, and we are evaluating whether we took the right product or not. We have almost all the positives as compared to the traditional system with Salesforce Service Cloud. Our internal users are very happy with it — for tracking cases, automating the routing of cases, and closing the cases. And not only related to cases — also for entitlements, like the SLA kind of thing — how much time you need to close the case, and if you’re not able to close the case within a specific time, what next action the system will take. So we have all the positives compared to the traditional system. So these are all the examples I can see currently with my organization.

Reliability and Availability

Alternatives Considered

ServiceNow Customer Service Management

I evaluated ServiceNow also, but we didn’t see much customization kind of thing compared to Salesforce Service Cloud. And yeah, that’s it — I didn’t evaluate many other products because I’ve been working on this one for the last 14 years. I just evaluated a few things in that. ServiceNow is one of the products, but yeah, I chose the Salesforce Service Cloud.

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

For sure, I’ll give a 10 out of 10, because I’ve been using Service Cloud for the last 14 years, and I’ve seen that customers also like the way they can raise the cases — and not only for cases, but also for the community portals and the sites and all — and they’re fine with it. And for internal users also, it’s really good to track the work and all the things they’re working on. So I’ll rate it 10 out of 10 for Service Cloud.

Salesforce Service Cloud Feature Ratings

Using Salesforce Service Cloud

Usability

I can tell it would be a bit difficult for users to move from one system to a new system. I can say it’s an eight to nine kind of thing, but yes, they like the product, and they’re getting adapted to it. That is good. Yeah.

Usability Pros and Cons

Pros	Cons
None	None

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Salesforce Service Cloud Review

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