We use the solution for ticketing, marketing, and sales purposes. It is also used for generating leads, converting them to opportunities, and completely managing sales. It captures every lead it encounters, and complete tracking can be available there. It's a good tool for the marketing and sales team to build their business.

Salesforce is also used to resolve tickets or grievances. Suppose an organization with thousands of customers chooses Salesforce as a platform. To service those customers, grievances or tickets would be assigned in the solution. From there, there would be the next stages of assigning the ticket, like L1, L2, AND L3, to the different teams in the organization.

Salesforce Service Cloud is a user-friendly and flexible CRM tool that provides good accessibility and security. Salesforce Service Cloud is a good tool for managing customer CRM.

The solution’s user interface could be improved and enhanced.

I have been using Salesforce Service Cloud for one year.

I rate the solution ten out of ten for stability.

I rate the solution’s scalability ten out of ten.

The solution's technical support is customer-friendly and knowledgeable.

We take subscriptions for the solution. From the subscription, there would be a set of people installing the tool based on the company's requirements. There would be some technical people deploying the solution for us. Also, Salesforce provides assistance and support based on our requirements.

Salesforce Service Cloud is actually a good tool. Every customer needs a quick response because the customer is ultimately what every organization needs to serve. Only when customers are satisfied can we get more results. That is how our organization can also have good feedback and work.

Every customer contacts us via phone, and every call cannot be monitored. Salesforce captures everything, including leads, and quickly responds so that customers feel satisfied by the issues being addressed. Based on the escalation metrics, the issues would be closed within one, two, or three days.

The solution provides good integration. It is a tool we use without coding, and it works well. The solution has a single user for one branch. Salesforce Service Cloud is a user-friendly and flexible solution that provides good accessibility and security. The login and integration part is also good from system to system.

The solution's artificial intelligence capabilities are good. I would recommend Salesforce Service Cloud to other users because it is a good CRM software.

Overall, I rate the solution ten out of ten.

We use the solution to check activities, manage customers, and initiate customer communication.

The most valuable feature of the solution is the traceability of actions. The solution helps me quickly get an overview of what has happened in the past, especially when I return from vacation.

The solution’s user interface could be improved.

I have been using Salesforce Service Cloud for five years.

I rate the solution ten out of ten for stability.

Around 5,000 users in our organization use Salesforce Service Cloud.

I have previously used HubSpot. HubSpot looks more modern, but Salesforce Service Cloud is way more powerful.

I would recommend the solution to other users. It's a daily tool, and you need to be able to look up things quickly. Hence, a bit of training is definitely recommended. Salesforce Service Cloud is worth the money. The solution is powerful and its information density is pretty high.

Overall, I rate the solution a seven out of ten.

We use Salesforce Service Cloud for customer service at an American apparel brand. It helps us handle customer questions and issues. Customers can contact us through chatbots or phone for order status or cancellations. If the issue is complicated, our agents step in to help.

The solution is a great product. It's hosted on a platform that offers various features, such as email, social media, phone calls, and chatbots. You can connect with customers through any of these channels.

Salesforce Service Cloud constantly evolves with quarterly releases that address feedback and introduce improvements. Updates are regularly published publicly to keep users informed about the enhancements. This continuous improvement cycle ensures that the product stays updated and resolves ongoing issues, improving it with each iteration.

We've started using a couple of AI engines. I believe there's room for improvement there. For instance, when an agent receives a message like "My order is stuck midway, and the delivery guy isn't responding," there should be a pre-populated recommended response on the agent's screen. Instead of crafting a custom reply or searching through knowledge articles to find the delivery guy's contact, this should be the process.

The solution's omnichannel routing feature is difficult and tricky to manage.

I have been using the product for three years.

My company has more than five customers.

The ease of setting up and deploying Salesforce Service Cloud depends on the features you're utilizing. If you're focusing on basic functionalities like case creation and case lifecycle management, it's relatively straightforward. However, complexity increases as you delve into additional features like omnichannel, managing multiple agents, using multiple territories, etc. The more you add, the more intricate it becomes.

The solution is priced at 50 dollars a month per user.

Whether you should use Salesforce Service Cloud depends on various factors. Before diving in, it's crucial to analyze the product's cost, feasibility, and fit with your current setup.

Salesforce Service Cloud has significantly improved the customer service workflow over time. Initially, there were limited channels like emails, but as customer needs evolved, more channels were introduced, along with numerous functionality improvements.

I rate the tool a nine out of ten. It is one of Salesforce's best products.

Salesforce Service Cloud is used in our organization at the contact center and for presales working processes. The solution enhances customer support in our company by connecting to CRM solutions and enables the recording of case information of various accounts we manage.

All of the features of Salesforce Service Cloud we currently have in our company are useful. Our company is preparing to go live this year with Salesforce Service Cloud.

There are some issues with backend connectivity in Salesforce Service Cloud. For example, connecting it with your phone is troublesome. I expect the backend issues with the solution to get resolved before our company goes live with Salesforce Service Cloud.

The integration capabilities with varying phone operating systems should be improved. The vendor should upload every phone provider for development and delivery. The future version of Salesforce Service Cloud should have social media integration capabilities. The text integration feature should be improved; presently, it is quite expensive to avail compared to other routes.

Delivering to every channel in a phone is an ideal feature, but customers are not willing to pay a fortune for it.

I have been using Salesforce Service Cloud for two years.

I would rate the stability an eight out of ten. It's a stable product with features that are easily integrated with third-party tools and can be accessed through other platforms.

I would rate the scalability a seven out of ten. Around 30 professionals in our company use Salesforce Service Cloud, and we plan to increase the number of users in the future.

Their support is excellent. A huge set of information is available over the internet. There are trailblazer accounts available to learn about the product. They are always there to help you with any issues. I would rate the tech support a nine out of ten.

In our organization, we are also using a different solution as the common integration issues with Salesforce Service Cloud persist. When the integration issues with Salesforce Service Cloud are resolved, the telecom provider's service in our company will probably also improve, and we will be able to use the backend agent seamlessly.

I would rate the initial setup of Salesforce Service Cloud as six out of ten. The setup process of Salesforce Service Cloud is slightly more difficult than traditional CRMs. The solution is built for customization and can be implemented in partial or full-blown mode. Configuration of Salesforce Service Cloud can be complex in some cases.

The solution should include different packages of add-ons to allow third parties to deliver specific packages and build interfaces. It's very difficult to integrate certain features of third-party tools with Salesforce Service Cloud.

The design and delivery of the customized version of Salesforce Service Cloud have already taken a year for our company, and another six months are needed for complete deployment before the solution can go live.

Our company useds CI/CD processes to deploy Salesforce Service Cloud. In our organization, we prefer to test solutions in different dedicated environments and then deploy the product in another. The CI/CD processes make the deployment seamless by removing several manual tasks. The usage of CI/CD in deploying Salesforce Service Cloud is vital.

Our organization requires about 20 professionals to deploy and maintain Salesforce Service Cloud. The solution is developed in our organization using system integrators.

Our company expects improvements in sales, retention and the offer to market duration with Salesforce Service Cloud.

Salesforce Service Cloud is a highly expensive solution. I would rate the pricing an eight out of ten. The price is justified by the reputation of the vendor.

The instant input of feedback into the CRM systems by case management is one of the impactful features of the solution for customer service workflows. The aforementioned features facilitate proper lead management through enhanced visibility into workflows.

Our company uses a basic version of Salesforce Service Cloud and plans to upgrade to a higher version later on. Salesforce Service Cloud is going to run alongside the conference center phone solution in our organization and will be integrated soon.

The solution is used for operational reporting, and our company's finance application is implemented through the Salesforce platform. The Mibi and user analytics are carried out using Tableau in our organization. I would rate Salesforce Service Cloud as seven out of ten. I would advise others to do extensive research and identify problems other users have faced with the solution.

Channel communication with telecoms and CRM integrations are the industry trends addressed by the solution.

I'm a system integrator implementing the product for other companies. Typical use cases involve improving interactions with customers in service environments. This could be either a call center setup or using field service agents to service products on-site.

It is straightforward to integrate Service Cloud with third-party tools or other systems.

In most cases, we use MuleSoft as the integration technology when a direct API integration is needed.

I'm seeing more investment in real-time intelligence. This utilizes data, AI technologies like bots, and solutions like Customer 360 to interpret data in real time. This helps agents resolve customer interactions faster rather than having to navigate through multiple applications.

There are a few areas of improvement.

1. One area for improvement could be in the speed and accuracy of analytics, particularly around resolving cases. There's room to enhance SLA (Service Level Agreement) management as well.
2. Secondly, the Knowledge Management platform could use some intelligence improvements. Data mining techniques for recommending the most relevant knowledge articles would be beneficial. Currently, that selection process is more administrative. AI could be used here.
3. Finally, within Field Service, it would be great to see better asset and inventory management capabilities built directly into the application.

I have been using it for seven to eight years.

It is a stable product. It has been in the market for quite some time, so it is a stable product.

I would rate the scalability a nine out of ten. It is pretty easy to scale.

It is suitable for medium and enterprise-level businesses.

The customer service and support are pretty responsive. The processes are quite established. So, I didn't face any challenges with the support.

There is ServiceNow. People think it is cheaper. But it is suitable for small organizations.

Large organizations prefer Salesforce.

The initial setup is very easy.

I would rate the pricing a five out of ten. The licensing is flexible. Companies pay for what they use.

However, a company with very small needs might find it difficult to justify the cost. Overall, it's in the medium price range.

Overall, I would rate the solution an eight out of ten. I would recommend it to other users.