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

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

We use Service Cloud to track everything — every complaint or issue a customer might have. It’s connected with our call center, which is a third-party provider but fully integrated within our Salesforce environment. Every case — complaints, problems, maintenance — goes through Service Cloud. When an issue becomes more technical and the dealer can’t resolve it, we escalate it to the engineering team. I should also mention that our dealers use Experience Cloud to open cases, so we have two different front ends working together for the same case management process.

Pros and Cons

Pros

It’s very good at giving us real-time visibility into what’s happening. We’re not yet using all the available analytics features, but even with the reports we currently have, we get valuable insights into the main types of cases we’re facing. This helps us identify patterns and address the root causes of issues.

Cons

It's hard to integrate real time and we have a lot of information on connected vehicle that we could be using more to get a proactive assistance by the contact center so that I think it's half of a problem on Salesforce, half of a problem on our own systems. But for everything, if we have real time, since we are using data cloud and many levels, it can be a bit difficult.

Return on Investment

That’s a very good question. I’d say, being self-critical, we definitely need to do a better job tracking our impact. But I’ll have to skip this one since I don’t have the exact numbers on the ROI right now.

Reliability and Availability

Alternatives Considered

Zendesk Suite

Zendesk - I think it's not exactly user-friendly for the final user, but it's user-friendly for the configuration. So it's easier to manage when we have these amounts of data we're going through and it's more AI prepared. So by far Salesforce is more ready for what we want as the next level of hyper-personalization in sales and for sales.

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 Service Cloud is best suited for medium to large operations that require both proactive and reactive service. It’s a great fit for post-sales support. However, I wouldn’t recommend it for very small companies because it can be quite costly, and many of the features may go unused. Salesforce also performs best when you have a capable team managing it, so it’s important to consider your organization’s size and readiness before starting. Once you do, I recommend exploring other parts of the Salesforce ecosystem—Service Cloud works even better when integrated with Sales Cloud, since it allows better visibility across teams.

Salesforce Service Cloud Feature Ratings

Using Salesforce Service Cloud

Usability

Salesforce provides almost everything we need to make it very useful. But of course, not everything comes out of the box — we still face some challenges when it comes to customization. For example, there’s not yet an agent that can flag, “Hey, be careful with this new field,” or highlight things we use frequently to make them more visible. So, it takes a lot of knowledge from multiple people to make changes within Salesforce. That’s why it’s not a perfect 10.

Usability Pros and Cons

Pros	Cons
None	None

Comments

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Salesfore Service Cloud Review

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