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Not Intuitive and you are on your own to implement it.
What do you like best about the product?
The backend automation of case routing and field population is really useful, but if you aren't willing to pay a team to implement it and you aren't a technical person, you will struggle to get up and running. I was able to figure it out, but I didn't receive any assistance from SF. They only offered to get me in touch with an implementation team each time that I asked a question. When I reduced my question to how do I activate the product and login, they stopped responding. They are quick to stop by to sell more licensing, but they drop you after that.
What do you dislike about the product?
I have watched SF try to evolve a support tool for about 16 years and it has evolved as slow as evolution itself. It isn't made to support a product, it is made to save a sales history. There are too many clicks and not enough built in automations, such as a ticket will close itself due to no response or a 1st contact resolution metric. Every portion\field\automation\metric has to be built from scratch. The macros that they finally put in the product are poorly designed and there is no way to perform a NPS score.
What problems is the product solving and how is that benefiting you?
The only benefit is having all client in formation in one place, but clicking through three screens in one email to view an attachment is too much. This benefit comes at a cost of considerable efficiency.
Recommendations to others considering the product:
Get your wallet ready. SF is expensive and they will want you to pay for someone else to implement it and you won't hear from the salesperson again, because by the time that they check in with you to try to sell you more licenses, the person that contacts you will be your salesperson's replacement of a replacement. In other words, you better have admins on staff, because you are on your own. Good thing that I have Windows Server experience that I was able to translate into a SF Admin skillset.
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Salesforce Service Cloud
What do you like best about the product?
Salesforce is by far the leading platform for service operation and business operations in general. Best thing about the platform is the feature set based on industry best practices and the ease of use and configuration. The product provides the ability to easily tailor to your business practice and to track and measure your success and find further ways to improve
What do you dislike about the product?
The platform is huge and so there is the possibility of getting lost in what can be done as opposed to focusing on what will really deliver the most value for the business
What problems is the product solving and how is that benefiting you?
We moved from google docs so first off we now have a much more scalable solution for our reps and more well defined business processes. From there we are able to have line of sight into our operations and key metrics which provides valuable insight to management to make informed decisions.
Recommendations to others considering the product:
Once you start the journey with salesforce you inevitably want to build more of your business on the platform to take advantage of the vast tool kit and ecosystem built on Force.com. Engage not just from the user level but all the way up to the exec level so that Salesforce can be considered as a solution for other company infrastructure and operations challenges
Missing more service from salesforce architects
What do you like best about the product?
ability to give business people the power to create their things
What do you dislike about the product?
for us the integration was way too difficult
What problems is the product solving and how is that benefiting you?
adhoc business analytics
Inbound Marketing Manager
What do you like best about the product?
Completely customizable to your company's workflow and sales structure. It's in the cloud so we can access it anywhere with an internet connection. If you can think of it, you can do it in Salesforce.
What do you dislike about the product?
It's not the easiest software to learn -- because it's so customizable -- and it's not the prettiest. It can be slow and frustrating to work with at times, but it's the most comprehensive sales CRM out there.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us ensure that every lead is being followed up with throughout the entire sales funnel. With our entire company using Salesforce, we can all see the activity history and interactions we've had with every contact.
Recommendations to others considering the product:
Make sure your Salesforce instance is set up correctly from the beginning, otherwise big headaches will occur down the road that may be too difficult to fix -- causing a near permanent inefficiency in our organization.
The Unicorn
What do you like best about the product?
I love the accessibility and ease of use. Salesforce helps streamline our business in to one system. It is a unicorn because it can be anything you want it to be!! Very configurable.
What do you dislike about the product?
Reporting could be a little more intuitive.
What problems is the product solving and how is that benefiting you?
Combining services in to one solution.
Ai enhanced case managment - loving the new features
What do you like best about the product?
Easy for us to collaborate and see account and case information
What do you dislike about the product?
some of the customizations can be a bit complex - Some of our use cases are unique so can be challenging to find solutions
What problems is the product solving and how is that benefiting you?
being able to segment cases by record types and adding features to help agents work more efficiently
Recommendations to others considering the product:
Using Trailhead and attending classes is super helpful if you have little experience
It Works.
What do you like best about the product?
Service Cloud is reliable and fairly stable. It is a decent way for us to track customer requests, issues and projects, as well as tracking communication both within and outside of our company.
What do you dislike about the product?
I'm not sure if it's our custom implementation, but our Service Cloud is an odd combination of the old "Classic" shell and the new "Lightning" shell. It has (some) of the look of Lightning, but is missing most of the new features. Attempts to fix the issue have gone unanswered. We were told we just needed to "turn on" Lightning, despite all documentation saying it was automatic.
Another issue are small, yet annoying bugs when using SC with different browsers. In Chrome, SC often gives an error ("The action you are trying to perform is invalid for this session"), while in IE the page doesn't load correctly. Again, attempts to correct the issue have gone unresolved.
Another issue are small, yet annoying bugs when using SC with different browsers. In Chrome, SC often gives an error ("The action you are trying to perform is invalid for this session"), while in IE the page doesn't load correctly. Again, attempts to correct the issue have gone unresolved.
What problems is the product solving and how is that benefiting you?
The business problem SC solved was not having a platform to share customer service tasks among the team/s. We have realized a 20% increase in customer retention, partially due to better organization through SC.
Recommendations to others considering the product:
Make sure they tell you exactly what you're getting. Don't go on blind faith that what is shown in the amazing videos and product demos is actually what your implementation will look like.
Also know that some common things you might like to do (detailed call logging, detailed case tracking, etc) are 3rd party add-ons that will significantly increase costs.
Also know that some common things you might like to do (detailed call logging, detailed case tracking, etc) are 3rd party add-ons that will significantly increase costs.
Fantastic tool
What do you like best about the product?
I love the flexibility of the platform. Salesforce really is a platform as a service. Out of the box it is useful, but I can shape the tool to do whatever I need it to do
What do you dislike about the product?
API limits can be frustrating. I want the flexibility to have near real time integrations without worrying about where I am with limits
What problems is the product solving and how is that benefiting you?
We actually use cases in an unconventional way. We use it for project management in addition to the "normal" use cases. It gives us the flexibility to track everything and report on everything on 1 platform
Recommendations to others considering the product:
Even if you have your own admin or developers, use a registered SF implementation partner. At the least to just bounce ideas off of and verify scalable architecture
Great tool for making our day easier!
What do you like best about the product?
We are able to quickly access and add info based on each customer.
What do you dislike about the product?
Occasionally, there are glitches which we have to work around.
What problems is the product solving and how is that benefiting you?
Makes managing client history and interaction much more smooth.
Recommendations to others considering the product:
N/A
Salesforce Service Cloud
What do you like best about the product?
A single point of truth repository for all our customer interactions. Allows us to quickly view 360 degrees of the customer touch points.
What do you dislike about the product?
we had to go with the classic interface, would like to move to Lightning now.
What problems is the product solving and how is that benefiting you?
our data was stored in multiple locations and disparate, leading to manual errors. We immediately benefited from Salesforce with our single customer view, listing all their transactions, emails, etc.
Recommendations to others considering the product:
Pick a good implementation partner
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