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

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

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

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

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

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

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

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

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

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

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

It's a great business solution when set up properly. We're able to use it as a single platform for all contact center needs as it fully integrates with our CTI system as well

Cons

The ramp up period for users to adopt and fully use the platform can take some time. It's not always user friendly, but once the users get the grasp of it, it increases productivity

Pros

The easy access and navigation , being able to use different tabs to navigate different accounts or info need it .

Cons

Some of the tabs or functions need a bit of more work .

Cons

Salesforce has a rather high price, and we hope that its price will be reduced slightly, as it helps us a lot and is relied upon in various matters to carry out the functional process in the company and because it has facilitated the use of many of the features that it contains, which helped us a lot in the work of the organization and helped in its success and development.

Pros

Salesforce Service Cloud is by far the most customizable solution I have tried.

Cons

It takes a lot longer to configure/set-up because it is so customizable and it's expensive, but ultimately it's worth it being able to do whatever we want to leverage best-in-class partners.

Pros

It has all the traits for a good product, Call routing, Case Management, Knowledge Management, etc

Cons

There is nothing to like about least. Everything is top notch as long as you aware about the product's capabilities.

Pros

It allows us as an organization to be more organized when it comes to tracking work orders, clients, and accounts. The system also allows us to see where certain people are lacking in keeping data real time.

Cons

The one item that could use improvement is reporting and some status fields for events. If we could get a little more creativity with the reporting it would be extremely helpful. In addition, being able to update a native status field for Events would be beneficial for our tracking.

Pros

Amazing capabilities for utilizing all the consumer data we have especially having all the consumer data regarding even each transaction with them.

Cons

Reporting ability is limited to four dimensions and this might cripple the reports we're getting.

Pros

Salesforce is extremely easy to navigate - specifically when using Social Studio for social media scheduling and analytics.

Cons

I am not a fan about how much you have to change your password. It is nice knowing there are lots of safety options regards to security.

Pros

Can help businesses optimize customer service processes and improve customer satisfaction and offers real-time monitoring and analytics to track customer behavior and sentiment

Cons

Offers real-time monitoring and analytics to track customer behavior and sentiment and can be overwhelming to manage large volumes of customer data and interactions

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

Utilizing Salesforce Service Cloud has significantly improved my work as a sales and marketing professional. The fact that Service Cloud provides me with a comprehensive view of our customers is one of the best features. As a result, I am able to provide a more individualized and successful customer experience and gain a deeper comprehension of their preferences and requirements.I'm also very happy about the platform's support across multiple channels. I am able to provide a seamless customer experience regardless of how customers choose to interact with us because I am able to communicate with them through a variety of channels, including email, chat, phone, and social media. As a result, I have been able to strengthen my relationships with our clients and increase their brand loyalty.In general, Salesforce Service Cloud has revolutionized my career in marketing and sales.

Cons

There have been some obstacles in the way. The platform's complexity is one of Service Cloud's major drawbacks. For those who aren't familiar with the platform, setting up and customizing the system can be difficult. However, I have discovered that the time and resources invested are well worth it in the long run.The cost of Service Cloud could also be a problem. Particularly for smaller businesses or those with limited budgets, this is an investment that must be taken seriously. In general, although Service Cloud faces some difficulties, I believe that the platform's advantages far outweigh any drawbacks.

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

This program helps in keeping all the information needed for sales

Cons

It needs to be updated on a daily basis

Pros

Remote desktop management is amazing works smoothly for helping sort out issues.

Cons

There needs to be better customer support for calls.

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

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

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

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

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

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 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

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

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

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

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

Cons

Very difficult to move away. Cost is high.

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

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

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

Cons

The system is not responsive on mobile devices.

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

I like the ease of changing the text I want to send to the customer, and the ease of automation of updating customer purchases

Cons

i believe they could, verify if the client's number is in whatsapp or not, update the contact lists automatically, inform the quantity of available contacts in each list and a greater facility when searching for a specific contact. it is not so easy to filter the contact you want to contact. but i know that the platform is always being updated to improve the experience of its users

Pros

The best thing about Salesforce Service Cloud is that it is fully customizable. It is the only CRM software we need.

Cons

The upfront cost is more than other programs.

Alternatives Considered

Reasons for Switching to Salesforce Service Cloud

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

Salesforce has dome of the greatest admin tool. it is also a good import tool of documents and procedures that are needed for everyday resources and procedures.

Cons

you cannot use Salesforce on the mobile app to merge duplicate documents. This would be great as an on-the-go task. Convenience is a great thing when it is at your fingertips! Other than that, I can't think of anything at the moment, but with all implements, there is always room for improvement!

Pros

User-friendly options, it has everything that a customer ticketing system software needs.

Cons

There is nothing in particular that I did not like about it.

Pros

It was very easy to use many for contact management in addition to plug-ins that existing

Cons

Reporting and use plug-ins or customise. The experience was much more difficult.