Salesforce Service Cloud

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.

Pros

The way it has changed how we interact with our customers, thw shortcuts has made 50% of the work faster and more efficient since we can manage to answer more than 2 chats ate the same time. While you need to switch between chats windows and at the same time answer to the customers with accurate and personalized answers the shortcuts will be your best friends.

Cons

At first we had few outages interrupting our chats sessions or dropping the chats, that was really annoying for our customers and for us too.

Pros

Seems like an adequate service but lots of room for improvement.

Cons

Could use a lot of improvement regarding the user interface & streamlining operations.
Redundant steps not explained well, how or why.
Steps like needing to provide signature on approved permit AFTER I've just received approval & paid the fee just creates more steps to hold up the process or miss before next stepcan be implements

Pros

Easy to navigate. There’s multiple ways to route cases, able to build out teams to handle work the cases. Console apps make it easy to access all information in one easy to navigate location.

Cons

Can take a little time for users to get used to the interface.

Pros

Salelesforce made organization and following up very simple for myself and workplace.

Cons

Although the pricing is a bit high, considering all the tools it provides, the value outweighs the cost.

Pros

Easily integrates with other products. Also, made working on tickets easy especially with the Documentations suggestions

Cons

Can be a bit complex for new users initially.

Pros

It was easily trainable, able to be incorporated into our systems and customer service is great

Cons

Had a couple snags when first trying to integrate it

Alternatives Considered

Reasons for Switching to Salesforce Service Cloud

Pros

Easy to use, do the job as per QMS system. customising the sales force is very helpfull.

Cons

-Scripting ability
-customisation of workflow
-Trainings tests.

Pros

- Great multi-channel customer service tool (email, phone, chat, community)
- Great CTI (Phone integration) with different providers like Five9
- Intelligent interface for agents to optimize their work with recommendations
- Agile knowledge management system to manage Knowledge base / FAQ

Cons

- it can be a bit complicated to personalize the workspaces / workflows of the agents

Pros

We have used Salesforce for quite some time to manage our sales calls and documenting leads

Cons

I do not feel like there was anything that I disliked about it. It was very easy to learn and very easy to teach

Pros

Salesforce Service Cloud is a one-stop-shop for our business. It provides a well-organized customer list, allowing us to quickly reach our customers with important business updates. It also provides us a central location to house all of our internal and external training documents, with the ability to quickly and easily update them as things change. We are able to customize the look and feel to meet our business needs and have access to incredibly important data on our productivity, customer needs and internal development needs.

Cons

There is such a sheer amount of data available through Service Cloud, that it is best to have a team of knowledgeable Salesforce support teams members who are able to design the right layout and to access and share important information.

Pros

Salesforce offers excellent tools for case management and it great to use with other platforms. I use it to manage customer cases in a financial setting.

Cons

It has a learning curve, especially for those who are not used to using software like this. It can take a lot of time to customize to your liking and needs. It can also be very expensive.

Pros

Customization: Highly customizable to fit specific business needs.
Integration: Integrates with over 1,000 other platforms1.
Lead Management: Excellent lead management and scoring features1.
Reporting: Powerful and comprehensive reporting tools2.
User-Friendly: Easy to set up and use

Cons

Cost: More expensive than some competitors1.
Complexity: Can be complicated to set up and maintain.

Pros

It’s great software to track sales due to its interfaces with other softwares and very customizable

Cons

It’s not easy to use and a first time user will have difficulties setting up an account. Also hard to manage clients

Pros

Contact database management is easy. You can keep track of clients.

Cons

The system is not responsive on mobile devices.

Pros

I Like that it makes transferring calls, recording calls, and gathering call data very easy and in one place.

Cons

I do wish it was just a little bit cheaper.

Pros

As a customer assistant this program helped me in managing clients datas easily and quick. When you have a client on the phone you have to be quick in filling the forms with its datas to sell a power or gas contract and recorder a vocal agreement.

Cons

It’s too simple and it doesn’t have many tools. It suits only for certain jobs. In my opinion it could be improved.

Pros

it took me a while to understand a fraction of function. I had only make calles and left comments, and moved leads in the progress line.

Cons

difficult to find the right customers in borwser, to manage the task after long break. create pipeline of customers and reports. Without a lot of work and patience I would though out through widow the computer.

Pros

It has a great user interface. It is very intuitive and easy to learn.

Cons

I felt a little limited when using the app

Pros

I like that Salesforce is innovative with their products and how they are used.

Cons

I find that some things are a bit mundane.

Pros

I really like the layout of Salesforce service cloud. We used this alongside servicemax. The system works well.. perfect for quick allocation of work orders to engineers based around the country. They were able to access quickly with signal via mobile on site.

Cons

A few connectivity issues caused some problems when completing jobs on site, but did not occur that often.

Pros

Great platform, easy to use for all users. It's interesting to work in Service Cloud because of lot of great features. I like the fact that we can integrate it with Marketing Cloud and target leads we captured in Service Cloud.

Cons

Nothing comes to my mind at the moment.

Pros

Easy to use, manageable, makes you see every detail to use it in order to assist our customers.

Cons

It needs to be developed more, more options, and get updated all the time.

Pros

its good for start up and small business ceos who need a little more info

Cons

Its only good for startup companies in my humble opinion

Pros

Salesforce Service Cloud offers numerous benefits for businesses. Its customer service tools enable efficient case management, allowing for quick and effective resolution of customer issues. The platform provides a 360-degree view of the customer, empowering businesses to deliver personalized and proactive customer service. Furthermore, its integration capabilities with other Salesforce products and third-party applications make it a versatile and scalable solution for businesses of all sizes. The robust analytics and reporting features further enable businesses to gain valuable insights and improve their service operations.

Cons

The learning curve in the beginning stages was a little hard, but once we accomplished the beginning steps it was a breeze.

Pros

Extremely customizable, and very user friendly. Salesforce has always been on top of CRM and their service cloud is another powerful platform where after sales agent can easily help their clients.

Cons

Salesforce as a whole can be quite expensive and the money you paid is not good enough for their knowledge base. This is currently very limited and if you have a knowledge base outside of Salesforce, it can be tricky to connect it to the Service cloud to use the inbuilt features. But Salesforce is currently working on this limitations with their data cloud platform.

Pros

Perfect for field workers to put in work orders

Cons

the small things not having an asterisk to complete and move on to next screen before submitting

Pros

Service Cloud can integrate to many many platforms including telephony systems and most websites via API. Queue management, approvals, email and web to case are huge for tracking. Approval processes are available which is particularly helpful when training new employees.

Cons

Salesforce in general is expensive. The UI is a bit dated out of the box. It takes a bit to get it up and moving and it generally needs a specialist. Once its running, life is grand but the set up process is not always pleasant.

Pros

AI bots like Agentforce handle routine inquiries task automatically which saves our time and increase customers satisfaction.

Cons

Some of the more advanced features are only available in the higher-priced plans.

Pros

It incorporates all the data and information needed to manage cases and clients.

Cons

I wish that it could be a little more customizable so I don't have to deal with all of the features that aren't relevant to my cases.

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.

Pros

Salesforce Service Cloud is great because it helps manage customer cases efficiently in the Dash, supports multiple communication channels or cases, and automates tasks to save time. It is also customizable and real-time analytics also make it easy to track performance and improve customer service.

Cons

The complexity of Salesforce Service Cloud can be overwhelming for new users, requiring a steep learning curve. I my self took sometime to learn it

Pros

The user interface is less complicated and the ticket are well organize

Cons

It freezes during new changes are being implemented

Pros

Salesforce Service Cloud is its powerful automation and AI-driven features, like Einstein AI, which enhance customer service efficiency.

Cons

What I liked least about Salesforce Service Cloud is its steep learning curve, particularly for new users

Pros

Lots of features and options to fully customize your work to how you like.

Cons

Learning the interface and where and how to do things was challenging at first.

Pros

I love how customizable it can be and how it makes sales and management life’s easier. Perfect as a information center and also pipeline visibility tool.

Cons

It’s not intuitive at all. Training is necessary.

Pros

This software is user friendly, and also not lagging.

Cons

So far there is nothing I could think of.

Pros

Very powerful, easy to use, intuitive and well supported. A lot of information well organized and sorted. Excellent reports.

Cons

Nothing. It's one of the most error free/bug free applications I have ever used,

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.

Pros

We can easily manage all the service data thanks to this tool.

Cons

It does not support small sized services, which is not great for our operation.

Pros

I like the accuracy of Salesforce Service Cloud.
Salesforce Service Cloud is amazing and super excellent to manage.

Cons

No dislikes about Salesforce Service Cloud.
Salesforce Service Cloud works so well for us.

Pros

Quick response from a representative and problem resolution.

Cons

Salesforce itself just has a lot to it and can be hard to navigate for new users

Pros

What I love most are the reports that we can create based on the information that we want to see

Cons

I think that could be very cool to create a feature for reminder that could pop up on our page when we log into Salesforce.

Pros

Anyone can pick it up and start using it right away. Numerous special functions help users grasp the situation and perform effectively. Learning about and using Salesforce is a requirement of using Service Cloud.

Cons

I wish I could send out a mass email to all of my accounts and track their activities in one place. In a broad sense, that would assist advisors save time. It would be convenient if a call could be recorded for more than two accounts at once.

Pros

Highly customizable to suit business needs. Ease of use.

Cons

The cost of SF licenses can be prohibitive. Sometimes the need to hire experts is there and expensive.

Pros

the real time interactions with clients has been excellent. Team collaboration is required as well. This is crucial to our business processes.

Cons

no cons at this time, we enjoy using Service Cloud and it's crucial to our business.

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.

Pros

I love customer management as well as employee tasking and account detail

Cons

There's not a whole lot I don't like about Salesforce it gives you every bit of information on every customer and every aspect of every customer account

Pros

It is a really good tool with customers. Very easy to navigate

Cons

There is nothing to not like about salesforce it is there to help

Pros

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

Cons

Very difficult to move away. Cost is high.