I have used Salesforce Service Cloud in a couple of projects. In our company, I have used the solution for one client, a medication company based in the US.
In the aforementioned project, different cases were arriving, including Email-to-Case and Web-to-Case, which were captured using Salesforce Service Cloud. Later on, Omni-Channel was used to assign cases to varying queues or users. Following the aforementioned step, the cases will be allotted to entitlements and milestones. I also have knowledge regarding the work orders and all the basic objects of Salesforce Service Cloud like account contact.
Agentforce Service
Salesforce, Inc.External reviews
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Offers automation tools like CRM Analytics and out-of-the-box with satisfying stability
What is our primary use case?
What is most valuable?
The application of the solution depends upon the customer requirements in our company. Salesforce Service Cloud is primarily used to setup the sandbox. At our company, I am a developer, and initially, a sandbox is provided to us. Then, utilizing the sandbox, packages need to be installed, user setup must be completed, and configurations and customizations must be made using Flows and Process Builders.
What needs improvement?
The governor limits are a troubling feature of Salesforce. At our company, we have limited the set of governor limits because it is cloud-based and has a multi-tenant architecture. In governor limits, wherever the codes are used, a query is written, or Asynchronous Apex is used, a set of limitations arises from Salesforce.
For instance, let's consider a huge dataset involving more than 100,000 records. If an operation is performed on the aforementioned record, we need to always abide by the best practices so that failure doesn't occur.
For how long have I used the solution?
I have been using Salesforce Service Cloud for three years.
What do I think about the stability of the solution?
According to my experience in production with Salesforce Service Cloud, there are minimal chances of system failures. When the vendor implements enhancements, improvements or any bug fixes, in such cases all users are notified beforehand through an email or SMS. So whenever there are chances of the server going down, the vendor of Salesforce Service Cloud conveys it and I haven't witnessed any sudden slowdown in the solution.
What do I think about the scalability of the solution?
Scalability should be managed using the best practices or guidelines of Salesforce whenever a professional is working with any cloud environment with a multi-tenant architecture.
The out-of-the-box and other automation features of Salesforce Service Cloud should be leveraged in majority of cases for having an easier and faster access to data which contributes to scalability. Suppose there are 10,000 users, the performance for all the user-ends can be checked using the Salesforce environment to determine the scalability percentage and debugging tasks can also be implemented.
How are customer service and support?
Sometimes the customer support is not satisfactory. If you are dealing with production using the tool and a ticket is raised by you addressing any issues, a response is expected within a couple of days. But if a professional is facing issues on the sandbox end with a Dev copy, full copy, or partial copy, it can take an entire week or a couple of weeks altogether to get a response. I would rate the customer support as seven out of ten.
How would you rate customer service and support?
Neutral
How was the initial setup?
I don't think the solution offers an easy setup. The setup complexity depends upon the organization for which it's being implemented. It needs to be checked if a customer is using a CI/CD pipeline involving continuous integration and deployment. I prefer using a couple of tools like GitHub, Bitbucket, and Bamboo, which are generally used by any large organization.
In Salesforce, in our company, we have changed what comes out of the box. Thus, deploying Salesforce Service Cloud with Change Sets is quite easy. A drawback of Change Set is that deployments are limited; therefore, in our organization, the DevOps of CI/CD pipeline is used.
One of the pipeline setup for the solution using GitHub took me around four to six weeks. The number of deployment professionals required depends on the size of the project, number of users and detailed client requirements.
For instance, if an agile model is being followed and there are four requirements in a single sprint, deployment will be quite easy in that case. But if the deployment is carried out on a quarterly or half-yearly basis, there will be a huge set of components that need to be deployed for which a dedicated DevOps team will be required and a single professional won't be able to carry out the deployment for Salesforce Service Cloud.
Maintenance of the solution is easier than development or deployment. When a customer of our organization reaches out to me regarding some bugs, log-in issues, or any other problem, maintenance for all such issues is not easy.
What was our ROI?
The Salesforce Service Cloud in our organization has helped save time.
What's my experience with pricing, setup cost, and licensing?
The price of the solution depends on how many users need access to it. For instance, if you are availing the license for a hundred users, the price can be around $49/month for the product.
What other advice do I have?
Automation tools like workflows and Process Builders were previously present in Salesforce Service Cloud, which we used in our company. But since Jan'2024, Salesforce has not provided the aforementioned automation tools, and instead, they have transferred everything within the Flows. In the solution, Flows are powerful tools which function as a combination of workflows and Process Builders.
As per the industry best practices, professionals should always try to utilize automation tools from Salesforce Service Cloud instead of using coding and writing triggers. Once the coding path is used instead of leveraging automation tools, the professional needs to handle all the governor limits present in the solution.
There is an out-of-the-box feature for reporting and analytics. If a report needs to be created in Salesforce Service Cloud using cases that haven't been resolved in the last 30 days, it can be high-priority cases, cases in different countries, or cases assigned to different users; all these kinds of reports can be created using Salesforce Service Cloud. Multiple types of reports can be obtained using Salesforce Service Cloud; they can be tabular, matrix, and joined reports.
For analytics also, out-of-the-box dashboards are used in the product and there are newly introduced features of CRM Analytics in the solution. If a user is dealing with large datasets or there are visual representation needs on a large scale, they should definitely utilize the CRM Analytics of Salesforce Service Cloud. Tableau can also be integrated with Salesforce Service Cloud for analytics purposes.
AI integrations are quite easy to implement using Salesforce. CRM Analytics and Salesforce Einstein have AI capabilities. I would overall rate the solution an eight out of ten.
I would advise others to acquire knowledge about the basic functionalities of the tool, object models, and the core standards of objects, including accounts, contacts, cases, and service contracts. Before adopting the solution, a professional should be aware of the relationship between different objects, whether the relationship is tightly or loosely coupled.
Best all-around solution for Customer Service needs in a CRM
What do you like best about the product?
The level of depth that you can get with Salesforce Service Cloud is second to none. The ability to create, track, and measure seemingly countless metrics and custom fields/objects is a feature that our team has fallen in love with, and we feel like we simply can't do out business without being able to measure our Customer Service metrics like we are now.
What do you dislike about the product?
The only downside that our team had at first was how "big" it felt compared to other solutions. It seemed overwhelming at times with just how much information there was, but the more time we spent educating our team members on the features and functions of Service Cloud, those fears went away.
What problems is the product solving and how is that benefiting you?
Our biggest Customer Service issue in the past was being able to see a historical view of a customer's needs while assisting them. Knowing the history of what a customer has requested help for in the past was a large missing component in all of the other solutions that we utilized, and with Service Cloud we can get the 'bigger picture' of a customer's profile with us to help make Customer Service 'easy'.
Salesforce Service Cloud has been a huge upgrade for our company
What do you like best about the product?
Salesforce Service Cloud is intuitive, smart, and the potential integrations are endless!
What do you dislike about the product?
I cannot think of a downside at this time. All works as intended.
What problems is the product solving and how is that benefiting you?
Customer case management solutions are seamless for the agents
One stop shop
What do you like best about the product?
Salesforce Service Cloud is a comprehensive platform that offers a one-stop-shop for customer service needs. I love the flexibility and that it integrated with my other platforms.
What do you dislike about the product?
The interface can be challenging and a bit outdated but I know changes are coming!
What problems is the product solving and how is that benefiting you?
We use service cloud to receive cases. This insight is helpful to know how we're doing and also great for the customer to be able to contact us.
User-friendly
What do you like best about the product?
User-Friendly Interface: The interface of Salesforce Service Cloud is incredibly intuitive and user-friendly. It's easy to use and makes it easy to access and manage customer information efficiently.
What do you dislike about the product?
Salesforce Service Cloud is quite expensive. Offering more flexible pricing plans would be great!
What problems is the product solving and how is that benefiting you?
We're working through all the new AI capabilities, we're looking to enhance the customer experience.
Service Cloud Makes Customer Success Simple
What do you like best about the product?
Service cloud allows us to prioritize customer service and success through a variety of customizable case types. Leveraging all of our customer data in Salesforce, we can use service cloud to understand and respond to customer concerns. Powerful reporting also allow internal teams to measure success and drive toward better customer support.
What do you dislike about the product?
It can be complex to understand situations that require customization versus using out of the box functionality.
What problems is the product solving and how is that benefiting you?
We are able to support customers with expedited existing orders, order cancellations, and disputes with shipped orders. We use case management through Salesforce to keep track of these customer interactions.
Service Cloud has allowed me to keep track of multiple support channels in one place.
What do you like best about the product?
I like how I can keep track of all my support channels in one place and feel covered by the rest of my support team.
What do you dislike about the product?
It felt like a challenge to build rules as a support individal.
What problems is the product solving and how is that benefiting you?
Its making it easier to track and improve staff service
Service lets us be more effective
What do you like best about the product?
Enables a consolidated view of our customer activity and experience
What do you dislike about the product?
Nothing comes to mind. Performs as expected
What problems is the product solving and how is that benefiting you?
Bringing visibility to cases/complaints allowing us to see origination and completion
Great product!
What do you like best about the product?
This platform is easy to use and highly effective. There are also many AppExchange solutions available for integration, which adds to its versatility.
What do you dislike about the product?
Salesforce isn't exactly inexpensive, but once you become familiar with how to use it, the price feels justified.
What problems is the product solving and how is that benefiting you?
Automizing workflow for a call centre
Service cloud saves so much time
What do you like best about the product?
Allows our CS team to work more complex problems and creates efficiency
What do you dislike about the product?
There isn't anything I can think of that I dislike
What problems is the product solving and how is that benefiting you?
Cuts down on the tons of emails our CS was getting daily
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