Salesforce Service Cloud Reviews

I use Salesforce as a CRM to pull data, update business opportunities, and support the sales team. I query the data through Snowflake or HANA using Tableau for analysis and market expectations.

It has tremendously impacted my productivity. It integrates with all our platforms, providing a comprehensive view of the customer.

It allows you to store all your customer data and manage your business.

Reporting could be improved.

I have been using Salesforce Service Cloud for nine years.

Stability works fine. I've never had any issues.

It's been used by multiple organizations on the cloud.

Salesforce Service Cloud and Power BI serve different purposes. Salesforce is a CRM platform designed for customer relationship management, while Power BI and Tableau are business intelligence tools used for data visualization. Salesforce facilitates customer registration and management, integrating with other platforms to provide a comprehensive view of the customer.

The initial setup is straightforward.

I rate the initial setup a five out of ten, where one is difficult, and ten is easy.

I rate the product’s pricing an eight out of ten, where one is cheap, and ten is expensive.

I advise making sure it integrates with other platforms, which will cost money and leverage the technical support.

Overall, I rate the solution an eight out of ten.

I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US.

In the aforementioned project, different cases were arriving, including Email-to-Case and Web-to-Case, which were captured using Salesforce Service Cloud. Later on, Omni-Channel was used to assign cases to varying queues or users. Following the aforementioned step, the cases will be allotted to entitlements and milestones. I also have knowledge regarding the work orders and all the basic objects of Salesforce Service Cloud like account contact. 

The application of the solution depends upon the customer requirements in our company. Salesforce Service Cloud is primarily used to setup the sandbox. At our company, I am a developer, and initially, a sandbox is provided to us. Then, utilizing the sandbox, packages need to be installed, user setup must be completed, and configurations and customizations must be made using Flows and Process Builders. 

The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce.

For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur. 

I have been using Salesforce Service Cloud for three years. 

According to my experience in production with Salesforce Service Cloud, there are minimal chances of system failures. When the vendor implements enhancements, improvements or any bug fixes, in such cases all users are notified beforehand through an email or SMS. So whenever there are chances of the server going down, the vendor of Salesforce Service Cloud conveys it and I haven't witnessed any sudden slowdown in the solution. 

Scalability should be managed using the best practices or guidelines of Salesforce whenever a professional is working with any cloud environment with a multi-tenant architecture.

The out-of-the-box and other automation features of Salesforce Service Cloud should be leveraged in majority of cases for having an easier and faster access to data which contributes to scalability. Suppose there are 10,000 users, the performance for all the user-ends can be checked using the Salesforce environment to determine the scalability percentage and debugging tasks can also be implemented. 

Sometimes the customer support is not satisfactory. If you are dealing with production using the tool and a ticket is raised by you addressing any issues, a response is expected within a couple of days. But if a professional is facing issues on the sandbox end with a Dev copy, full copy, or partial copy, it can take an entire week or a couple of weeks altogether to get a response. I would rate the customer support as seven out of ten. 

Neutral

I don't think the solution offers an easy setup. The setup complexity depends upon the organization for which it's being implemented. It needs to be checked if a customer is using a CI/CD pipeline involving continuous integration and deployment. I prefer using a couple of tools like GitHub, Bitbucket, and Bamboo, which are generally used by any large organization.

In Salesforce, in our company, we have changed what comes out of the box. Thus, deploying Salesforce Service Cloud with Change Sets is quite easy. A drawback of Change Set is that deployments are limited; therefore, in our organization, the DevOps of CI/CD pipeline is used. 

One of the pipeline setup for the solution using GitHub took me around four to six weeks. The number of deployment professionals required depends on the size of the project, number of users and detailed client requirements.

For instance, if an agile model is being followed and there are four requirements in a single sprint, deployment will be quite easy in that case. But if the deployment is carried out on a quarterly or half-yearly basis, there will be a huge set of components that need to be deployed for which a dedicated DevOps team will be required and a single professional won't be able to carry out the deployment for Salesforce Service Cloud. 

Maintenance of the solution is easier than development or deployment. When a customer of our organization reaches out to me regarding some bugs, log-in issues, or any other problem, maintenance for all such issues is not easy.  

The Salesforce Service Cloud in our organization has helped save time. 

The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product. 

Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders.

As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution.  

There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports. 

For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes. 

AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten.

I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled. 

Our main use cases for Salesforce involve order submission and managing the shopping cart. Additionally, we utilize various modules, including the Salesforce Service Cloud, for our online channels. The platform is instrumental in submitting orders and seamlessly integrating them into downstream systems.

Salesforce is used for campaigns, decision-making processes, and order submissions. I'm currently in the learning phase and not familiar with all the details.     

I'm not deeply engaged with this team, so I don't have extensive experience with it. I haven't used it much yet, so my experience is limited.

I have been using Salesforce Service Cloud for two years.

Salesforce operates on a metadata-driven architecture, not a microservices-based one, which limits its scalability. I would rate its scalability at a 7.

I've only been with the company for a few months, and I'm not familiar with the support.

The suitability of Salesforce depends on the specific use case. Salesforce offers a wide range of functionalities, including campaigns, e-commerce, and more. Broadleaf, on the other hand, is specifically designed for e-commerce. The choice between them depends on the company's needs and preferences. 

Overall, I would rate it 7 out of 10. 

I use the solution in my company to follow up on opportunities and activities.

I use the CRM part to open up new opportunities and follow up with a lot of opportunities since I work as a manager.

The most valuable features of the solution stem from the fact that the tool is fast and easy to use, and sometimes, Salesforce Service Cloud is not just a single app like Microsoft Dynamics 365 CRM. Salesforce Service Cloud is adding more and more interfaces.

The product's high price is an area of concern where improvements are required.

There are some imperfections in the product's stability, and it is an area where improvements are required.

I have been using Salesforce Service Cloud for four to five years.

Stability-wise, I rate the solution a seven out of ten.

It is a scalable solution. The product can integrate with Outlook, so you don't have to always go back to look at this CRM part of the tool. You can open new contacts or opportunities from Outlook, which is useful.

More than 200 people in my company use the product.

There are no plans to increase the use of Salesforce Service Cloud in my company since we switched from it to Microsoft Dynamics 365 CRM.

The product's initial setup phase was straightforward. There weren't too many complexities in the product's setup phase, as the tool can be installed straight out of the box.

The solution is deployed on the cloud.

The ROI is visible, considering that the tool is useful for following up on opportunities and figuring out the money or income a business can earn in the upcoming quarters of a year. The product helps you see and follow up on activities while allowing you to see your clients and help you decide who should work with you and who should not.

The product is expensive. There is a need to make yearly payments towards the licensing costs attached to the product.

My company switched from Salesforce Service Cloud to Microsoft Dynamics 365 CRM.

The product was fine, and it improved my company's customer service response time.

I don't remember using the AI capabilities of Salesforce Service Cloud, but I do know that such functionalities were used in Microsoft Dynamics 365 CRM.

The product's analytics features support our company's service improvement strategies greatly and fantastically.

I recommend the product to those who plan to use it since it is easy to use and understand the tool. The product may not be that easy when you want to open a new opportunity, and you really need to opt for a straightforward approach when using the tool.

The impact of Salesforce Service Cloud on other systems that impacted our company's workflow efficiency varies since earlier, my company used to work with SAP, and the integration is fine as long as you use the connectors. Salesforce Service Cloud can be connected with Microsoft products, but it can be difficult to connect it with the SAP ERP.

I rate the tool a seven out of ten.

We use the product for our client database. We also use it to forecast a few deals due for closure in the coming financial quarters.

The interface is quite user-friendly. Anyone can use the software. It's very easy to pull up Salesforce to work or see if there has been any progress on our deals. The option to download the registered deals into an Excel sheet has enhanced our customer experience. There's a feature where we can mention the timelines of each milestone. As the milestone is achieved, it turns green. It gives us a notification. It improved our customer support and service operations.

The documentation could be improved. Salesforce must provide a place to store certain categories of documentation.

I have been using the solution for three to four years.

The tool is pretty stable. I rate the stability a nine out of ten.

Our organization is huge. We have 125,000 employees. Around 20,000 employees use the product in our organization across the globe. The tool is scalable. I rate the scalability an eight or eight and a half out of ten. The tool grows as our business expands.

We get support whenever we need it.

Positive

I rate the ease of implementation a six and a half out of ten. We had to integrate it with a lot of other products. We had to build some custom APIs. They were not available out of the box.

The tool is pretty expensive. We are spending a huge amount. I rate the pricing a nine out of ten.

We also used Oracle for a short duration.

I will recommend the solution to others. It makes reporting easier. All the data is readily available in one place where we can pull it up whenever we feel like it. Overall, I rate the product a nine out of ten.

Our customers have different use cases. One company in the B2B sector specializes in HVAC and EC systems. They utilize Service Cloud to address customer requests, such as warranty-related issues. Customers can interact with Service Cloud to generate cases for their problems, and the entire case management process takes place within the platform.

Another scenario involves banking customers who use Salesforce Service Cloud. They leverage it for various purposes, including handling inquiries related to loan applications or service requests to enhance their overall customer service.

Lastly, insurance providers also find value in Salesforce Service Cloud. When a customer is onboarded, they can use the platform to raise questions or seek resolutions regarding policy entitlements or other related matters. These are some of the primary use cases.

Service Cloud offers almost all the features that service professionals and teams need. It's rich in features.

Salesforce Service Cloud offers several notable features. It includes robust case routing, escalation capabilities, entitlement mapping, and entanglement rules. Additionally, it supports Computer Telephone Integration (CTI), which allows for automatic case generation when a call is made to a designated number.

Furthermore, it offers the flexibility to generate cases through various mediums like Twitter, Facebook, and email, catering to your customer's preferred communication method. Once a ticket is generated, you can categorize it automatically, leveraging hands-on discovery if you have the appropriate license or manually categorize it. To route the case to the correct agent, you can utilize both hands-on discovery and custom algorithms or coding tailored to your department's needs.

To help all these agents, the  solution provides service console for agents, which displays all pertinent information required to resolve the case efficiently. Notably, we've introduced a new feature—soft phone integration, where agents can receive calls using Computer Telephone Integration (CTA) or make outbound calls to customers.

Furthermore, Service Cloud includes a knowledge recommendation feature. If an agent encounters a customized issue or case and is seeking a resolution provided by another agent, they can access the knowledge management system, which employs machine learning algorithms to retrieve relevant information. These are some of the key functionalities of Salesforce Service Cloud.

One minor drawback is that its implementation requires some preparation. It's not something you can implement instantly; it takes time.

The only issue I've encountered is that you need to ensure the implementation is done properly, which can be time-consuming. So, it requires some time and attention.

I've worked extensively with it for two to three months, gaining valuable experience during that time.

There have been no reported issues on the stability front. It is a highly stable solution.

It is a highly scalable solution. We primarily have enterprise clients.

There's no installation required as everything is on the cloud. Salesforce has been a cloud-based company since 1999.

It's just complex when you're trying to customize it. However, for the end-users, it remains user-friendly. Customization processes and internal aspects have become more intricate. So, it's challenging for those involved in customization but not for the end-users. 

It is difficult to implement it. It requires a certain learning curve to implement it. 

Salesforce is not a cheap product. It can be expensive. When you purchase a Salesforce platform license, it includes sales, service, and platform licenses all together. While it's cloud-based, there are additional costs. It may seem costly, and sometimes clients opt for alternative providers. However, if it's not bundled, other vendors like Duo or Gen might be considered for their service requests.

Overall, I would rate the solution a nine out of ten. The advice I'd offer is applicable to any platform, not just Salesforce. Prospective users should conduct thorough research and have a clear understanding of their expectations and desired features before implementing the product. 

It's essential to be clear about what they want to achieve with the system. For instance, if they plan to handle customer requests, they should have a well-defined process in mind. The key is to make the most of Salesforce's features to maximize the benefits, rather than using it solely as a record-keeping system.

The complexity arises because Salesforce has grown significantly as a platform, and this complexity applies to all its offerings.

We mainly use it for a CRM platform. We use Salesforce Service Cloud as a CRM.

We love Salesforce's support team, facilities, and services. Overall, the experience has been very good, and the team provided us with over six months of personal support. 

A Salesforce support person was there for us, and they supported us for free. So, we blindly trust them. Based on my personal experience, it is a better option.

I would like to add some bot features. The bot feature is like an AI email response that I would like to add for easy and simple queries. 

For example, if someone inquires about the breakdown of a price for a particular coding course, I would like to add a bot or AI function to automatically reply to those queries. So, I would like to have that automation tool for simple queries.

I have been using Salesforce for eight months. 

If we find any glitches, which might happen once every few months, we directly email the support team, and they resolve everything very quickly.

We might see a glitch every two or three months then. It might happen, but most of the time, it works very smoothly and fine.

There's the sales team, the operations team, the quality team, the fraud analysis team... Every department and the entire company uses Salesforce.

We are very happy with the support team from Salesforce. That's why we like their services.

I used Zendesk. Then, after cost-cutting, we started using Salesforce.

Salesforce is very cost-effective. That is the major reason. From my personal point of view, Salesforce integrates with Microsoft Excel. In Zendesk, we had to create manual reports, like associate login reports and data reports on how many tickets were solved. 

Salesforce has an integrated Excel feature, so there's no need to download or create reports. Everything is integrated, and the report is shown on the dashboard. The biggest reason, however, is that Salesforce is more cost-effective than Zendesk.

So, we weren't set to choose Salesforce, and looked at other options. 

The initial setup is very easy. It's user-friendly.

I would suggest others to discuss with the sales support team and share your requirements and what type of CRM you want. They will guide you better according to your necessity. 

From my point of view, I'm very happy with it. It is easy for a beginner to learn to use this tool for the first time.

There's no other way to think about the service. I would rate it ten out of ten.

Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions and enables the recording of case information of various accounts we manage. 

All of the features of Salesforce Service Cloud we currently have in our company are useful. Our company is preparing to go live this year with Salesforce Service Cloud. 

There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud. 

The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes. 

Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it. 

I have been using Salesforce Service Cloud for two years. 

I would rate the stability an eight out of ten. It's a stable product with features that are easily integrated with third-party tools and can be accessed through other platforms. 

I would rate the scalability a seven out of ten. Around 30 professionals in our company use Salesforce Service Cloud, and we plan to increase the number of users in the future. 

Their support is excellent. A huge set of information is available over the internet. There are trailblazer accounts available to learn about the product. They are always there to help you with any issues. I would rate the tech support a nine out of ten. 

Positive

In our organization, we are also using a different solution as the common integration issues with Salesforce Service Cloud persist. When the integration issues with Salesforce Service Cloud are resolved, the telecom provider's service in our company will probably also improve, and we will be able to use the backend agent seamlessly. 

I would rate the initial setup of Salesforce Service Cloud as six out of ten. The setup process of Salesforce Service Cloud is slightly more difficult than traditional CRMs. The solution is built for customization and can be implemented in partial or full-blown mode. Configuration of Salesforce Service Cloud can be complex in some cases. 

The solution should include different packages of add-ons to allow third parties to deliver specific packages and build interfaces. It's very difficult to integrate certain features of third-party tools with Salesforce Service Cloud. 

The design and delivery of the customized version of Salesforce Service Cloud have already taken a year for our company, and another six months are needed for complete deployment before the solution can go live. 

Our company useds CI/CD processes to deploy Salesforce Service Cloud. In our organization, we prefer to test solutions in different dedicated environments and then deploy the product in another. The CI/CD processes make the deployment seamless by removing several manual tasks. The usage of CI/CD in deploying Salesforce Service Cloud is vital. 

Our organization requires about 20 professionals to deploy and maintain Salesforce Service Cloud. The solution is developed in our organization using system integrators. 

Our company expects improvements in sales, retention and the offer to market duration with Salesforce Service Cloud. 

Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor. 

The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows. 

Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon. 

The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution. 

Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution.