Salesforce Service Cloud Reviews

Streamline Your Customer Service with Salesforce Service Cloud

Comments: My overall experience with Salesforce Service Cloud has been excellent. It has helped me improve my customer service and streamline my workflow, with intuitive software, excellent reporting tools, and top-notch customer support.

Pros:

The software is intuitive and customizable, with excellent reporting tools and seamless integration with other Salesforce products.

Cons:

the least liked thing about Salesforce Service Cloud is the cost, which can be prohibitive for smaller businesses or those on a tight budget.

It accelerates customer service and personalizes case management

Comments: Compared to our previous ticketing system, we now have more intuitive case routing based on statuses, escalations, queues, and other routing options. We're excited to shift our attention from solving cases to helping members with their immediate problems.

Pros:

With SAP ERP as the backend, Service Cloud serves as the customer service interface. Our Service Staff's ability to quickly and easily record and bill for Service Activity is the major function.

Cons:

In order for Service cloud to function properly, too many technologies need to be incorporated. There are many features of Service Cloud that are unnecessary for our company.

NOT a good SERVICE TICKETING SYSTEM

Comments: very clomzy and not effective.

Pros:

its nice in its design. it can properly relate cases to client records

Cons:

This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications. team isn't notified when a new ticket comes in. overall lightening experience is a SLOW moving vehicle, wast's our teams time. the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

Excellent tool, when used correctly

Comments: When implemented appropriately for your size and business needs the tool is an excellent addition to your CRM/analytics toolbox. Recommend

Pros:

Plenty of integrations, deeply adaptable to your business’ needs. Can be small and simple or greatly expand in sophistication as the business does. Adds order to a growing sales pipeline or team, helping ensure customers get the best of your service

Cons:

Put effort to keep it as lightweight as possible. I’ve seen the implementation being overdone in so many places - can make employees reluctant to use it properly and reduce the accuracy/benefits of the tool. Keep it simple and it will do wonders for your business - ask yourself ‘do we really need this field, what value do we get from it’ - if there’s no good answer - bin it.

The best cloud tool to manage customer inquiries

Comments: It's useful for handling inquiries from leads and other accounts, as well as customer issues. Support channels in this cloud include e-mail, online, and live chat.

Pros:

We are able to better handle customer service issues, cases, and information thanks to this tool.Using Salesforce, we can provide help via email to case, web to case, and live chat.

Cons:

I can't say that I disliked anything about it. But there are two things I'd like to add. Please strive to improve "Reporting" and provide more channels for communicating with customer service.

It's fantastic that it's adaptable and customizable

Comments: Use this in my store to run my firm, and it provides a lot of amazing options and friendly customer support as well as an excellent program. Although the pricing structure can be a bit of a challenge to stomach at times, the customization and integration options are practically limitless, so that alleviates my concerns.

Pros:

The most appealing aspect of Salesforce Service Cloud to me is how simple it is to use. You don't need any support managing Your Salesforce environment after only a few minutes of training and a few tips. If You don't have the time or inclination to learn how to write difficult code, this tool will allow You to accomplish Your aim in a few of mouse clicks.

Cons:

Sales and Service cloud might be expensive, but buying them both at once can save you some money. Unless a former colleague serves as a mentor, it is difficult to learn the ropes.

Service from Salesforce

Comments: We have never had issues with support since implementing the service cloud and have freed up time from our CS department.

Pros:

Integration to our sales cloud, RingDNA Ease of use and easy tracking of tickets Both Sales and Service now have a better understanding of their customer and both need to ask each other all the time.

Cons:

Felt the cost of both Sales and Service cloud does become pricey but you can get both a little cheaper together.

User friendly

Comments: My personal experience has been overall positive.

Pros:

The reliability to be able to depend on the service in real time.

Cons:

I don’t have access to use the full capability. But from what I have used no cons.

Awesome Ticketing System

Comments: Users are really more productive than previous tool

Pros:

With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons:

Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

Awesome CRM Systems

Comments: Amazing experience with Knowledge Maangement, CRM and building ticketing system for customers

Pros:

I’ve been integrating this CRM as a package for our end clients and it’s been so ease of use and service through CRM and online ticketing system through phone, chat and email. Highly Recommended!

Cons:

One of the desirable products of Salesforce nothing to be disliked about!

Councils use of service cloud

Comments: Has been an excellent way to transform business processes and modernise our technology stack.

Pros:

Versatility to use for different requirements. Preconfigured solutions for our purposes

Cons:

Very difficult to move away. Cost is high.

One of most popular help desk solutions is Desk.com

Pros:

If you are thinking about choosing Desk.com as a help desk software solution for your company then this article is for you. Our B2B experts prepared a thorough review of Desk.com pros and cons and analyzed what it has to offer to help you make an informed decision before you spend your money. Email to Ticket Conversion Knowledge Base Self Service Portal Multiple Service Level Agreement policies Automations – Ticket routing, scenario automations Multi-channel support, including Facebook & Twitter Community Portal with Idea Management & Voting Multi-product/multi-brand Support Integrations: Freshbooks, Google Apps, Harvest, CapsuleCRM Multi-language & multi-time zone support Satisfaction Surveys Leaderboard & gamification Support Channels Both services use various channels for customer interaction and support such as email, Facebook, Twitter, and community forums. The messages from all these services are gathered in a combined queue of support work. Freshdesk is better than Desk.com in this area as it offers ticket support in addition to phone support, while Desk.com offers only phone support. Canned Responses Both Freshdesk and Desk.com provide a way to use a library of snippets that can be re-used. If you need to describe certain features regularly to users, you can use canned responses to speed up writing the responses. This can help your agents save time and focus more on query resolution. Third-Party Integrations Both Desk.com and Freshdesk offer a range of integrations with other services like CRMs, bug tracking, e-commerce and more. Top integrations for Desk.com include Salesforce, MailChimp, CampFire, and TalkDesk. Top integrations for Freshdesk include SugarCRM, Capsule, Harvest, and JIRA. Both apps also offer REST APIs to integrate your own apps. Devices Supported Both Freshdesk and Desk.com support a range of devices including Windows, Mac, Android, iPhone/iPad, and Blackberry. Customizations Available Freshdesk beats Desk.com in this category as it offers a wider range of customizations including templates, fonts, button images, fields, and backgrounds. In comparison, Desk.com offers customization of fields only.

Cons:

Desk.com’s new analytics dashboard lacks some basic functionalities and is not an upgrade compared to the older version. The company can also improve its customer support, and the Salesforce integation also needs some fine tuning. Freshdesk customers say the product is mostly good, but it can improve by extending multi-language support to the Solutions pages.

Salesforce is one of the best CRM out there!

Comments: Salesforce is the best platform out there to help you resolve your business problems! It is the best CRM that you can access anywhere; anytime!

Pros:

Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this. There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests. With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking. Now, we were able to make a great relationship with our candidates and clients through Salesforce.

Cons:

What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

Salesforce Service Cloud - Ready to go out-of-the-box

Comments: We have a service desk that was tracking their work through email and spreadsheets and it wasn't working for us. Salesforce Service Cloud let us move all of that to the cloud with easy case logging and tracking. We were able to integrate with Outlook so that support request emails get logged automatically and assigned to support personnel based on assignment rules we configured. We are responding to work requests and closing cases 47% faster than before and nothing gets lost or overlooked because the dashboards clearly show the status of cases and requests.

Pros:

Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.

Cons:

Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

New Business Owner Tool!

Comments: I learned through this experience with Salesforce how to convert potential customers into regular customers. I always wondered how some small businesses stay afloat during economic times. They know how to connect with customers and they built a rapport with them overtime that they became a staple in the community. I used that knowledge and applied it to the platform and was blown away by the results.

Pros:

I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.

Cons:

The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.

Great Veterinary Management Software

Comments: This system, being cloud based, allows me the flexibility to change schedules and appointments, as well as examine patient charts while being away from the office. I love this about the Salesforce Service Cloud.

Pros:

This software is very easy to set up and utilize. It is more intuitive and simpler to use than most of the other management software systems I have been exposed to in my 3 decades of professional work. It is also cloud based so it makes it easy to check my schedule or re-evaluate patient's charts even when I am away from the office.

Cons:

My least favorite part is the financial management aspect of the program. While it is not horrible, it has a few issues that can be hard to figure out. However, once you figure out the little issues, they are very easy to deal with in the future.

All about Salesforce

Pros:

Options to edit and analyze reports is an amazing featureUser friendlyCan be accessed from anywhere

Cons:

Customisation of view is difficult at times and limited options available

Outstanding Customer Service Platform

Comments: Excellent tool ,easy to configure and setup with minimal code.

Pros:

Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service . 1) Receiving the cases through multiple channels like Web and emails. 2) Auto assigning the cases to respective group based on the type of issue. 3)SLA definitions and escalation rules, 4)Assigning the knowledge articles to cases. 5)Self service portals. 6)Chatbots and Einstein analytics. 7)Configuring knowledge base. 8)reports and dashboards. 9)Easy API integrations. 10)Rich UI.

Cons:

Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

SalesForce is the best company database or CRM that lives on browsers!

Comments: If you are planning to create a database of candidates or any system or tool that you need to use in your office, try SalesForce and you will never go wrong!

Pros:

SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home. SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!

Cons:

What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.

A Great Software For Team Collaborations

Comments: Overall, I think Salesforce is great! It’s an amazing multi-purpose tool!

Pros:

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Cons:

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Service Cloud - easy way to communicate with end users and manage Your environment!

Comments: I would say my overall exerience after almost 5 years using Salesforce Service Cloud is on good level. I really appreciate working with this tool in daily basis and definitely want to use it even if I will change my job!

Pros:

I like the most way how Salesforce Service Cloud is easy to use. You just need short training, few advices what is what and You can manage Your Salesforce environment without any help! Many ways of customize this tool for Your needs, lots of features are presented in a very accessible way and easy to use - no need to know how to write a complicated code when You can achive Your goal by few mouse clicks.

Cons:

I think that when You want dig deeper in setup possibilities, apex classes etc. it can be quite shocking comparing to ease of use at the begining.

Terrible for support

Comments: Extremely negative from a support perspective.

Pros:

They have good reporting tools for management. It’s easy to create views and charts.

Cons:

Sluggish, ugly interface, poor integration, difficult to customize.

Salesforce Service Cloud Review

Comments: Salesforce service cloud is a must have tool in our business of customer service & support. This software is key in providing a seamless process from beginning to end of a service order request.

Pros:

This software allows us to provide customer service tracking from initial call all the way to completion of services. I like that it is easy to navigate, user friendly, and a strong database for all of our service information.

Cons:

Integration with existing software was a challenge but Salesforce support was instrumental in helping us to merge our data and build a system tailored to our service needs.

Salesforce for B2B Sales

Pros:

Salesforce helps streamline the sales process for B2B sales. The ability to document the communication history with the prospect gives us valuable insight without having to rely on email. Along with that, we can keep track the RFP process, upload old RFPs, or anything relevant to the prospect on one platform. Having all the information on one platform is highly valuable, as it keeps us away from relying on old emails.

Cons:

Salesforce as a base platform is a good tool, but to really take advantage of its features, you will need someone else with in-depth knowledge to make it a great tool. Someone will have to add a whole new skill-set or you're going to have to hire someone.

Short learning curve, good basic service

Comments: Overall, it's a great program for managing all of the emails and social media requests from customers (except instagram).

Pros:

The user interface is attractive and easy-to-navigate making on-boarding new customer service reps easier. Also (unlimited?) macros make it easier to answer frequent questions/comments in minimal time. They can even be answered in mass. With labels, you can track types of comments and concerns. The program also integrates with LiveChat, however, the execution is cumbersome.

Cons:

When there are technical issues, they are large technical issues. In the few months that I have used the program, I have experienced issues with facebook messages from the last 3 years suddenly reappearing in my inbox. This has happened twice. I've also experienced where the program stopped sending or receiving messages. There is a daily (or hourly depending on setup) desk event notification. However, it does not have any useful or actionable information. Also, I've called Customer Support a few times when I could not find an answer to a problem. Each time they asked me to go search for the problem in their help articles. That's not very helpful. I like the reporting function so I can get a view of how busy the group is. However, I wish there was a way to compare the metrics to others. In other words, it gives me a lot of data but it's not easy to turn that into information.