Service cloud- a very useful Salesforce tool
What do you like best about the product?
Service is a very easy to use and easy to implement cloud of Salesforce.Its features are very useful to manage customer support process of a company.
What do you dislike about the product?
There are no such dislikes about Salesforce service cloud.
What problems is the product solving and how is that benefiting you?
It really saves customer support time by its milestone feature.
Salesforce service cloud is the best platform to provide customers query satisfaction
What do you like best about the product?
Salesforce service cloud is use to resolve customer queries like we can manage email to case, web to case, live chat , helpdesk and many more . This cloud provide complete satisfaction to customer and it's easily integrate to another platform. Is use for customer support.
What do you dislike about the product?
No dislike about the Salesforce service cloud
What problems is the product solving and how is that benefiting you?
Real-time chat functionality allows businesses to offer live support to customers on their websites.Service Cloud enables support across multiple channels, including email, social media, chat, and phone.
High scalability with good plugins and excellent customer visibility
What is our primary use case?
The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.
Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.
These kinds of features have helped to save costs while improving the customer experience.
How has it helped my organization?
Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management.
The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc.
The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities.
What is most valuable?
The most valuable features include:
1. Customer 360 - Complete customer information visibility can induce additional sales opportunities.
2. Chatter - Intact communication among the team means no information loss.
3. APP Exchange - Pre-built apps are in place to utilize as per the need resulting in the quick implementation of small enhancement features.
4. High Scalability - The design allows users to scale up the business with configurable screens, making the system much more flexible to adapt to business changes quickly.
5. Ready Plug-Ins - The plug-ins that work with other standard systems have made the product industry-ready.
What needs improvement?
The solution should improve:
1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.
2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
For how long have I used the solution?
I was onboarded onto the platform approximately four months ago.
What do I think about the stability of the solution?
The solution is extremely scalable if implemented in the right industry practices. Do not do custom development in Salesforce until it's business-critical.
How are customer service and support?
I have worked with Service & Support and found the education to the product was aligned. The adaption and change management strategy should be well aligned with the business heads of the team.
Which solution did I use previously and why did I switch?
We were using the Mircosoft CRM from which we migrated as the product version was obsolete. While evaluating the leading CRMs, we found Salesforce was the best fit for our ecosystem and business needs.
How was the initial setup?
The Salesforce setup was hassle-free. The only thing you need to do is to ensure that you implement this with the official AD ID.
What about the implementation team?
The implementation was done via a vendor team. I'd rate them four out of five since the team was good and dedicated, although we faced some external turbulence due to the COVID-19 pandemic.
What was our ROI?
The ROI KPIs were evaluated for six months and there was an improvement across all KPIs.
Digital NPS - improvement in overall NPS went from 5% to 22%.
FCR - The TAT for first call resolution was improved with multiple features (like VRA, etc.)
What's my experience with pricing, setup cost, and licensing?
Users should first work on creating an MVP (minimum viable product) document which means. The change should be gradually adapted by business teams, and the value of the solution should be analyzed post-MVP of the implementation.
Don't go for bulk-buying license concepts until you have a clear need for licenses. The product's strengths should be calculated.
Which other solutions did I evaluate?
We Evaluated the Microsoft's CRM, SAP CX, and Salesforce Service Cloud.
What other advice do I have?
Be open to negotiation and always plan with internal Salesforce experts who can manage Salesforce for the organization in the long term.
I used the service cloud and configure it for my clients.
What do you like best about the product?
Managing the case, using automation , email supports, using eienstein for give quick support.
Managing the user by different category , terriorty , language, experience and implement solution and provide support
What do you dislike about the product?
As per the requirment I not find any point for dislike the service cloud functionality.
What problems is the product solving and how is that benefiting you?
So managing complains and providing best soltion is always a tuff chalenge. Mainatining customer relationship give support in shorter time without degrading service qualities.After using service cloud feature these issue resolved.
I have worked in Salesforce for generating or renewal of new bills it's very easy to communicate
What do you like best about the product?
Their uniqueness. The trust the develop between customer and client.
What do you dislike about the product?
Nothing to dislike.everything here is planned and executed as they want.
What problems is the product solving and how is that benefiting you?
Its solving and building trust between us and customer and we are benefitted with saving time.
Honest Review on Salesforce Service cloud!!
What do you like best about the product?
Salesforce service cloud is one best tech support in the market.Sales
What do you dislike about the product?
Setup is sometimes complex for new users so proper documentation is required to work upon all the features.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud provides features to track customers data which can be used for tracking and managing complex data. We can customize user data according to our needs.
Salesforce Administrator & Process Manager
What do you like best about the product?
Provides an all-inclusive soultion to managing overhead processes
What do you dislike about the product?
The cost is a little high and it is not fully customizable.
What problems is the product solving and how is that benefiting you?
Provides an out-of-box solution that is easily maintainable.
Sales Experience
What do you like best about the product?
I recently had a tremendously positive experience with Salesforce Service Cloud. I was impressed by its user-friendly interface and intuitive features. The platform allowed me to efficiently manage customer inquiries and track their progress in real-time. The automated workflows streamlined my team's processes, resulting in improved productivity and faster response times. Overall, Salesforce Service Cloud has transformed our customer service operations, delivering exceptional experiences to our clients.
What do you dislike about the product?
Another area for improvement is the knowledge base functionality, which could benefit from better search functionality and more seamless integration with other systems
What problems is the product solving and how is that benefiting you?
Contact center
Salesforce Service Cloud (CRM) is best to use for Customer Support
What do you like best about the product?
The layout of the Salesforce service cloud app is simple and straightforward. There was no need to transect. It's very User friendly.
Customer Support is good, fast response we get and It's Integration very smooth, lot's of Integration article available on google.
What do you dislike about the product?
Salesforce service cloud costs is too high, Normal company can't affort it
What problems is the product solving and how is that benefiting you?
Since when I'm using I feel it's better from other tools. it helps our team to manage work load by routing and scaling processes.
Modern CRM product
What do you like best about the product?
Good experience across devices and platforms
What do you dislike about the product?
No good developer friendly tools . Using third party addon
What problems is the product solving and how is that benefiting you?
Activity and task management solutions
