Salesforce Service Cloud Reviews

The most valuable features for us are Cases, Community, and Chatter.

Service Cloud has allowed our organization to centralize multiple tools and resources into one tech stack that has optimized our ability to coordinate service efforts across the organization.

UI/UX has always proven difficult to keep up with. Salesforce, in general, requires a continued training effort to keep people up to speed and to encourage adoption in the tools. While there have been big improvements to date, simple things like ability to bookmark, right-click or otherwise multi-task panes and articles in Salesforce and the community have been missing.

We've had no issues with deployment.

We've had no issues with stability.

We've had no issues with scalability.

Preparation and training is 90% of the work. Get to know the product before deploying widely. Have your admins get into Trailhead and invest in the training offered by Salesforce.

The Cases and Case Deflection features are the most valuable for us.

If you can get customers to self-serve, this is invaluable and save your customers' time and your staff's time. Our NPS actually went up when we introduced this as customers loved self-service and our cases went down by 50%.

I'd like to see more of a blog feature to allow better updates from our staff and link to it socially. This would save us having to run these through two different systems.

I've used it for 12-14 months.

We've haven't yet had any issues with deployment.

It's been stable for us.

We've had no problems scaling it for our needs.

Customer Service:

Customer service has been great as we're a beta customer.

Technical Support:

Technical service has been great as we're a beta customer.

Yes, we were previously using Zendesk as our ticketing/case system. We chose to move to Service Cloud and Community Cloud because we were running our sales side on Salesforce and support on Zendesk. We wanted a single view of our customers so both sales support and accounts could see what was happening with the customer.

The initial setup was straightforward as we were able to set this up in a matter of days.

We implemented all this in-house. As Community Cloud is all template-based and no code is required, this was very simple to set up.

Use the templates for community and use Community Cloud with Service Cloud as they work very well hand-in-hand. Use Case Deflection and the knowledge base articles.

For us, the Force.com platform is the most valuable feature.

It's a great tool for collaboration because it can track and share everyone's input. You can also configure workflow rules to enforce process.

I've used it for over five years.

No issues encountered.

No issues encountered.

No issues encountered.

It depends on your contract with Salesforce. There is a lot of information from the user and developer community that does not require a support contract with Salesforce.

I used to use Clarify/Amdocs.

The initial set up can be a non-event. However, most businesses would need complex customizations.

I have done it both in-house and with a vendor.

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well-defined.

Put a lot of thought into your business processes before implementing Salesforce. It is very easy to automate chaos if your business process is not well defined.

• UI
• Easy to build
• Standard features
• Ability to customize

• Collaboration using Chatter
• Reporting using Wave Analytics
• Call center
• Case Feed
• Console

Avoid customizations as much as possible.

I've used it for over four years.

No, it's very easy especially if Standard functionality is used.

They're very good.

Initial set up was done using Standard features and hence it was very simple.

We did it in-house.

We use Salesforce Service Cloud primarily for B2B sales. In my previous role, I built an organization of about 15,000 users, which was a large Salesforce organization. Now in my current organization, we service B2B with about 700 users.

Salesforce Service Cloud offers pre-built packages that are best in class. The automation capabilities have evolved over time, consolidating previous features into Salesforce flows. However, these work best when everything is within Salesforce Service Cloud and everyone has a license. Without an enterprise MuleSoft license, external interactions complicate automation significantly.

Salesforce Service Cloud should focus on simplification. There are many overlapping capabilities, and they could benefit from identifying and retiring some products. Their frequent renaming makes it difficult to keep track of the latest features.

I have been using Salesforce Service Cloud since 2008 for Sales Cloud and since 2016 for Marketing Cloud.

Salesforce Service Cloud deployment is easy. However, new deployments are rare, and understanding existing configurations is challenging due to their prolonged market presence. This often requires expert Salesforce consultants.

We rarely encounter stability issues with Salesforce Service Cloud, although when they occur, they cause significant disruption. These issues arise two or three times a year.

Nobody can compete with Salesforce Service Cloud's scalability.

The support team is limited and does not typically go above and beyond like some companies. Unless you have premium support, assistance is restricted. I rate their support team as seven out of ten.

Neutral

Salesforce Service Cloud requires significant maintenance effort to see ROI. In my current organization, Salesforce Service Cloud is the only tool we use, while in my previous organization, ROI was observed after build and migration calculations.

Salesforce Service Cloud is expensive, operating as the sole player in the CRM market space. Its pricing is high.

Simplify the naming convention and do not change the names frequently so that it is easier for customers to keep track. I recommend Salesforce Service Cloud to others and rate it between seven and 7.5 out of ten. The overall solution rating is 7.5 out of ten.

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