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Amazing potential:
What do you like best about the product?
Omni channel provides seamless case assignment based on rep capability and expertise.
What do you dislike about the product?
Launching and configuring service cloud was less than intuitive. Fortunately we have a very knowledagble, dedicated, salesforce admin.
What problems is the product solving and how is that benefiting you?
Our organization has been plagued with inefficient case processing for several years. With service cloud we can increase agent productivity, and efficiently route cases to appropriate team members.
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Salesforce Service Cloud Review
What do you like best about the product?
Amount of customization you can do and apps created for SalesForce is really great. Gives you capability to achieve lots of requirements to meet company goals. This software will help to track leads, contacts, and clients.
What do you dislike about the product?
Requires coding knowladge to perform some of customization. Customer support is not responsive.
What problems is the product solving and how is that benefiting you?
One of the best CRMs out there. This is must have for your sales team.
A platform for any business solution when mapped to your business processes
What do you like best about the product?
Service cloud is so easy and flexible to configure to match any business. It's in built business process workflow capabilities streamline your tasks and outcomes with a few simple clicks. It's ability to scale is always at your finger tips. The huge success community is an amazing global resource of knowledgable and helpful people to guide you through any challenge you may find.
What do you dislike about the product?
I have had occasions where frontline support cannot inform me of an error anymore than the SalesForce website.
What problems is the product solving and how is that benefiting you?
We are able to rollout a business globally on a single platform from one location. This also allows us to ensure data governance and consistent work practices across all teams, which also reduces our global training and support needs.
Recommendations to others considering the product:
Ensure your business processes are correct first, then map Service Cloud to those.
Good for what it does, not as robust as the sales side of Salesforce
What do you like best about the product?
Fully integrated with the Sales cloud. This makes collaboration with the sales and marketing teams much easier.
What do you dislike about the product?
Because it feels like this was added on to the Sales Cloud, it feels that the service cloud is not focused on as much by Salesforce, and therefore, you have to put up with having less.
What problems is the product solving and how is that benefiting you?
A great way to track and recall all previous cases as well as refer to similar cases from the past that can assist in resolving current cases.
Recommendations to others considering the product:
It does what you need it to do, especially if Cases are usually resolved in same day situations. The troubles I have had seem to do with a lack of UI when dealing with longer term cases.
Benefits Support Team's in Closing Cases
What do you like best about the product?
I think the layout of Service cloud fosters faster closure of cases due to the most information they would need being accessible with less extra on the page.
What do you dislike about the product?
It's a change the teams have to get used to and when things are not in the same place they are used to it can cause retraining
What problems is the product solving and how is that benefiting you?
Business problems are to tailor the system to be as easy to use as possible because our support teams case load has slowly been increasing. Making sure the tool doesn't cause a bottleneck is incredibly important.
Service Cloud is Synonymous with Service Excellence!
What do you like best about the product?
New age console. Swift and lightning speed.
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
What do you dislike about the product?
Minor workflow improvements under the hood could be an added delight.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
What problems is the product solving and how is that benefiting you?
It has helped us scale our customer experience.
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
Recommendations to others considering the product:
Go with It and it will take you places!:-)
Great Experience
What do you like best about the product?
Ability to monitor customer discussions seamlessly
What do you dislike about the product?
UX could have more cutting edge features
What problems is the product solving and how is that benefiting you?
Community driven resolution of problems
Service cloud has been extremely helpful when tracking our customer service issues and open cases
What do you like best about the product?
I like how we're constantly reminded of open cases. This was a big issue for our customer service because occasionally issues would fall through the cracks and we would end up with a unhappy client.
What do you dislike about the product?
It would be nice to have more training materials on Service Cloud.
What problems is the product solving and how is that benefiting you?
We have less unhappy customers because issues are being handled no matter how many months have passed.
Recommendations to others considering the product:
Give it some time to get familiar with before making a decision.
Used Service Cloud for 4+ years for mulitple clients.
What do you like best about the product?
a. Flexibility of modeling Salesforce for business use case.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
What do you dislike about the product?
There are several and is difficult to jot them in this survey. A few in the hit list are:
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
What problems is the product solving and how is that benefiting you?
Automation limitations with total number of workflows: On our instance we had exceed the maximum number of active workflows and was left on a stand still stage where no further implementations could be made. We therefore were forced to hire a developer to move all possible workflows to APEX and then move newer implementations to Process Builder. At this stage process builder have its own limitations and specific construct to use to automate business.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
Keeping the team honest and the organization humming!
What do you like best about the product?
The analytics and reporting engine for the service cloud is superb. It is intuitive, clear, and provides the data I need with a click. The fact that I can produce dashboards for the team to review and monitor is an added bonus that no other platform does.
What do you dislike about the product?
The most cumbersome thing about Salesforce is that to configure the system, you almost always need to hire a consultant. The fact that they make it a money making machine for other organizations is annoying to say the least. Luckily, we put it in the time to configure it properly, so it wasn't a repeat offence.
What problems is the product solving and how is that benefiting you?
We use Salesforce for all incident review and resolution. We also use this as a knowledge base for our technicians and customers. The knowledge base has decreased our case volume by 20% and allowed our technicians to be trained quickly with lots of reference material.
Recommendations to others considering the product:
Ensure that when you go through the demo's that they are showing you the full integration for email. Configuring this later is extremely pricey.
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