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Lacks drag and drop
What do you like best about the product?
As a platform Salesforce SC allows you to build the queues, teams, and processes you require to provide fast customer service with the ability to track every interaction and follow up on cases. I have used this solution in two different companies and haven't seen a similar platform that allows you to create complex workflows that are easy for the end user.
What do you dislike about the product?
If your workflows are complex you will need an experienced Salesforce admin to implement your solutions. You could also pay for an implementation from an SFDC partner, but if you don't have your own dev team you will have to go back to them for changes that will cost you. So far I have developed my own workflows and solutions but I am limited by my skills gained from reading guides and the help pages.
What problems is the product solving and how is that benefiting you?
My company receives hundreds of support and training requests by email. These tickets can also be tracked by other teams, like Sales, Customer Success or Finance.
Recommendations to others considering the product:
If you do not have a Salesforce admin in your team with experience implementing the solutions you want hire one. If you don't have the budget then hire implementation services. The time you will save is money in the bank.
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Salesforce Service Cloud is the best CRM tool i have used so far
What do you like best about the product?
What i like best about Salesforce Service cloud is how customization the product is.
What do you dislike about the product?
Certain functions are hardwired into Salesforce that can not be changed. I don't like the areas of Salesforce that i can not customize. For example certain Standard fields can not be deleted or modified.
What problems is the product solving and how is that benefiting you?
At my company we try to get as much information into salesforce as possible and have the majority of it be automated to flow into the correct places. I have benefited greatly from all of the different customizations such as formula fields, and workflow rules to achieve this.
Salesforce is at the center of our business.
What do you like best about the product?
As a healthcare services business, we serve our clients' members by helping them navigate the healthcare industry, find providers, and minimize their expenses. We receive, secure, and organize all of our customer data in Salesforce in order to deliver all of our services to our members. Our company has used Salesforce in this manner even before Service Cloud existed. We leverage Salesforce in every single aspect of our business.
What do you dislike about the product?
Administration for a small business can be time-consuming, especially if your business has been using Salesforce as long as we have and there are many customizations still in your Org that have since been deprecated or iterated upon. This mostly highlights Salesforce's immense capacity for customization, and its ability to adapt and grow with your business.
What problems is the product solving and how is that benefiting you?
Our employees use Salesforce to deliver our services. We handle complex healthcare data from numerous sources. With Salesforce, we're able to secure and organize all of that data to serve our members' needs navigating the healthcare system, and reducing their out of pocket expenses. We also extensively rely upon Salesforce's powerful reporting capabilities to quantify our work and improve the quality and scope of our work.
Recommendations to others considering the product:
We rely on many third-party apps from Salesforce's extensive AppExchange community. If there is a need in your business relating to handling and using data, search the AppExchange and engage in Salesforce's vast user community... someone else has almost certainly solved a challenge you might be facing.
Service cloud works well
What do you like best about the product?
Configurability of the system. The non-code options that can be built into the console make it special.
What do you dislike about the product?
I know that it sounds funny but the volume of options is hard to master. I wish there was a way to segment features better.
What problems is the product solving and how is that benefiting you?
We need to track interactions with B2B and B2C customers. Our interactions can be calls, emails or chats. And we have work that the reps do that do not require an interaction, but we still need to track it so e have a single view of all the work the service staff performs.
Service CLoud streamlines my Client Admin team
What do you like best about the product?
institutional memory of all interactions
What do you dislike about the product?
my only dislike is that when I have new hires, not everyone has prior experience with the system. maybe thats a hiring problem on my part....
What problems is the product solving and how is that benefiting you?
more cases are resolved in less time. Efficiency uptick
Pardot User - Great tool but needs some Tech upgrades
What do you like best about the product?
Most of Pardot is easy and intuitive to figure out on your own.
What do you dislike about the product?
UI needs a lot of work. iFrames within iFrames is very outdated and frustrating to work with. There needs to be a more seamless integration of Pardot into Salesforce. It's also frustrating that you cannot refresh a view. When you refresh, you go back to the main dashboard.
What problems is the product solving and how is that benefiting you?
One cohesive database for client Community logins, membership management, and communications is a huge plus!
use service cloud as part of administration of affordable housing programs.
What do you like best about the product?
Service cloud has allowed us to process incoming cases from applicants efficiently. we also love knowledge.
What do you dislike about the product?
not really a service cloud problem..but we are doing much on salesforce that we are running out of space
What problems is the product solving and how is that benefiting you?
better standardized quality of service. able track customer services inquires better. able to handle spikes in work better and staff absenses.
Solid
What do you like best about the product?
Robustness, relatively common (although not always simple) integrations, all-in-one
What do you dislike about the product?
Difficult to adapt for a B2C organization; maintenance costs high
What problems is the product solving and how is that benefiting you?
Customer Experience --- how to _know_ who customers are when they contact us.
Recommendations to others considering the product:
How will you support Salesforce --- in-house or consultants? What kind of business model do you have? Why do you need Salesforce over any other CRM?
Salesforce Service Cloud helps me conduct business efficently.
What do you like best about the product?
I like that client/account information is so readily available and synced with any activities my colleagues are conducting. Most of my work is done via phone. I can answer an incoming call and be caught up on the status of a particular account, know what opportunities we have with them, know who last spoke with them and what about and I can do all that almost before we are done with the "greeting" on the phone.
What do you dislike about the product?
The tool is so robust, which is a great thing, but it is often difficult to retain how to best utilize it.
What problems is the product solving and how is that benefiting you?
Efficiency. I can be much more efficient when speaking to our customers.
Recommendations to others considering the product:
Prepare to spend a decent amount of time learning the tool. I feel it is worth the effort, but definitely not something that is "turnkey" or quick to implement.
Putting the CRM back in Customer Service
What do you like best about the product?
It's a robust system that's completely integrated with Salesforce
What do you dislike about the product?
It was complicated to setup and migrate from our previous tool. There is occasionally duplication of certain items from the sales process of our regular Salesforce instance.
What problems is the product solving and how is that benefiting you?
We've created a single space for our customers to access us. They can easily interact with us and there's a simple repository to share information.
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