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Good
What do you like best about the product?
It's a robust system that's extremely customizable.
What do you dislike about the product?
It can be a very complex tool, however, having someone dedicated to work on ServiceCloud is helpful.
What problems is the product solving and how is that benefiting you?
Ability to decrease manual processes and automated a lot of our business needs.
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Great solution for a fantastic user experience
What do you like best about the product?
Service cloud ergonomie for 360 view of customer
Flexiblity capabilities
Flexiblity capabilities
What do you dislike about the product?
The price of the solution and the storage
What problems is the product solving and how is that benefiting you?
360 view of customer
Lot of data in lots of tools
Lot of data in lots of tools
Good tool, great reporting/insights.
What do you like best about the product?
good reporting, KPIs, and analytics. Easy to navigate
What do you dislike about the product?
Too many clicks. Takes too much time to record activities. Also when adding new contacts and companies it is somewhat painful
What problems is the product solving and how is that benefiting you?
good for case resolution and analytics to project future revenue.
Only just begun with the implementation, but excited by the possibilities
What do you like best about the product?
Compared to my curren system, it seems to offer so much flexibility with the ability to be able to create multiple workflows. the ability to create flexible reporting was so important to me and Service Cloud gives me this opportunity
What do you dislike about the product?
It would be really good if the dashboards would have the functionality of being able to refresh automatically every minute or so.
What problems is the product solving and how is that benefiting you?
In our previous platform, the reporting capabilities were extremely limited. Service Cloud gives me the opportunity to really analyse the performance of my agents, and identify areas where we need to re-engineer processes due to too many queries coming from clients around a specific topic.
Using SFDC Console
What do you like best about the product?
The Salesforce Console is an improved UI from the classic version, allowing both our Sales and Support to perform tasks within one window tab while managing their workflows in SFDC.
What do you dislike about the product?
There are certain restrictions that the console has. This rigidity is understandable, however requires workarounds to perform actions
What problems is the product solving and how is that benefiting you?
Improved efficiency from team members using less clicks. This is done by having all pertinent information on screen laid out in front of them.
Fast and reliable
What do you like best about the product?
I can keep my work load organized and easily share my project updates with my team
What do you dislike about the product?
nothing, sales force is awesome. I would recommend to friends
What problems is the product solving and how is that benefiting you?
We have to offices and work on projects together, this helps keep us all up to date and stay organized.
Recommendations to others considering the product:
n/a
Accounting/Customer Service
What do you like best about the product?
logging out at end of day is my favorite thing
What do you dislike about the product?
most everything about it. What is horrible is after I researched it I was on of those who recommended that we buy it.
What problems is the product solving and how is that benefiting you?
accounting - the set up was horrible and only with lots of modifications and customization are we finally getting close to having some meaningful numbers and an AR Aging.
Recommendations to others considering the product:
don't do it unless you have an air tight contract for full support and help in planning the change. It might be part our fault but the set up was only useful for a couple of our products and then horrible for everything else. All based on our 2 smallest products.
ServiceCloud has been easy to integrate with the rest of our Salesforce suit
What do you like best about the product?
The integration is easy with our customer data, we have a seamless snapshot of all activity within a specific account.
What do you dislike about the product?
The interface is more complicated than competitors such as Zendesk, and it requires more training of our service agents to use the platform. Also the reporting statistics are not as robust, and the knowledge base integration could be a lot better. Finally the pricing is somewhat less competitive that I would like.
What problems is the product solving and how is that benefiting you?
We need a support desk solution, that also integrates with our customer data - since we are serving the same clients on the support desk that we are selling/renewing. So we need a place with a single view. This has allowed our team to use a one-stop-shop approach for customer information which is clearly very valuable. To that end, ServiceCloud has delivered on the promise. However it is not really that user friendly or easy to navigate, thus the idea of scaling the solution within our team has become more daunting as we grow.
Recommendations to others considering the product:
ServiceCloud is really valuable when you have lot of customer data that you need integrated into Salesforce. If you aren't already using Salesforce actively, there are other standalone solutions that are easier to use.
Daily Sales User
What do you like best about the product?
Managing the whole sales process - from prospecting through proposal to close, implementation and follow up.
What do you dislike about the product?
Some lack of customization for cloning records.
What problems is the product solving and how is that benefiting you?
Managing a huge funnel with multiple opportunities in various stages.
Keeping activities aligned and moving forward.
Keeping activities aligned and moving forward.
Recommendations to others considering the product:
It is number 1 for a reason! all the functionality you need for sales, service, support and full customer relationship management.
Individualized Support via Salesforce Service Cloud
What do you like best about the product?
Service Cloud's flexibly platform and ease of configuration allows DUFL to customize our service to the individual customer. We are able to readily support unique customer requests; and build customer profiles that prompt service operations and logistics teams to a a customer's specific requirements - whether that's cleaning requirements on their clothing, or identifying their favorite hotels to stay in. The ability to treat our customers as unique individuals on each and every interaction is key to DUFL; and helps our team members provide the true White Glove Service that our customers expect.
What do you dislike about the product?
Like most powerful tools, the learning curve can be a bit daunting. Once you understand how Service Cloud functions, and how you can customize your own system to fit your needs, there are countless solution--sets. However, the new user or CSR may get lost in the complexity and hence fails to take full advantage of all the tools available. For example, creating customized views is simple enough; however, I find a lot of new users are not comfortable with "playing around" in the system and thus avoid creating their customized views.
The solution is training and easy to follow guides for the CSR.
The solution is training and easy to follow guides for the CSR.
What problems is the product solving and how is that benefiting you?
At DUFL, we strive for service excellence on each and every interaction with our customers. We have set out to change human behavior by asking our customers to trust us with their belongings, and more importantly to deliver their items on time in order for them to facilitate business on the road. Therefore, we have an obligation to our customers to provide premium customer service, instilling trust in our product.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Salesforce lets us keep a complete record of each individual’s unique needs, so we can provide a customized experience and exceptional support at every touchpoint. DUFL customers register and create an account within the DUFL app and our back-end systems. Account information is imported to Salesforce so externally-facing teams can access customer information quickly, in a user-friendly format via Service Cloud. The ease of use, flexibility and transparency of Salesforce lets us focus on our core competencies and growing our business.
Recommendations to others considering the product:
Service Cloud is a great primary support interface for support agents; but take advantage of the plug-ins like CTI and translation to keep customers happy.
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