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Salesforce Service Cloud
What Is Salesforce Service Cloud?
Service Cloud 360, the world’s #1 customer service platform, empowers companies to drive seamless engagement across the entire customer journey. Every interaction, from messaging and phone to video and in-person, is powered by intelligent automation and collaborative employee experiences. With unified data across every department, Service Cloud 360 enables Trailblazers worldwide to have a complete view of every customer and take engagement to the next level.
Who Uses Salesforce Service Cloud?
Businesses in need of service-as-a-software solution for the Communications industry.
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Salesforce Service Cloud
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Reviews of Salesforce Service Cloud
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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.
