Salesforce.com Service Cloud Software


 

Service Cloud is a unique and powerful customer service solution that is designed to promote more effective and productive customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to unify and optimize the agent experience, allowing users to manage cases faster and more successfully.

Service Cloud was developed to allow agents to deliver service from any device. This includes mobile functionality supported by the Salesforce1 Platform. Because Service Cloud is also multi-channel, customers gain a deeper experience with the company while at the same time companies get a 360-degree view of their customers. 

From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is a friendly agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.

The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.

 

Salesforce.com Service Cloud - Service console
 
  • Salesforce.com Service Cloud - Service console
    Service console
  • Salesforce.com Service Cloud - Service knowlege
    Service knowlege
  • Salesforce.com Service Cloud - Service social service
    Service social service
  • Salesforce.com Service Cloud - Service agent collaboration
    Service agent collaboration
  • Salesforce.com Service Cloud - Service cloud mobile app
    Service cloud mobile app
  • Salesforce.com Service Cloud - Service communities
    Service communities
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

25 Reviews of Salesforce.com Service Cloud

 
Software Advice Reviews (16)
More Reviews (9)

Showing 1-16 of 16

from Genu Insurance Services
Specialty: Insurance
Number of employees: 1 employee Employees number: 1 employee

Well worth the money!

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Functionality

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Customer Support

Value for Money

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I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Pros

Accessibility: both on desktop and mobile app, very reliable
User management: easy to add user
Tech Support: very friendly and professional (too technical sometimes)

Cons

Set up: features are hard to set up. I had to Tech Support a couple of times for help.
Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it.
Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user.
Tech Support: respond time too long

Advice to Others

Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked.
Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

 
 

from Enzigma Software pvt ltd
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

Amazing way to run your Services

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Value for Money

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Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals.

Pros

It does help service my clients and that translates into sales, easy to use and understand

Cons

I really love Salesforce and I don't have anything I dislike.

Advice to Others

It takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

 
 

from Lion Rock Behavioral Health
Specialty: Healthcare Services
Number of employees: 11-50 employees Employees number: 11-50 employees

Salesforce

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Value for Money

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We use it for everything but onboarding. The Counselors and Management love it.

Pros

You can adapt it for almost anything.

Cons

Tough for the technology challenged.

Advice to Others

Try it!!!

 
 

from BMC Software
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

Salesforce.com Service Cloud Strengthens Customer Focused Account Management

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N/A

SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app. The integration with SFDC Sales Cloud allows me to get up to speed on customer cases and issues so that I can improve the customer experience from an account management perspective and work directly with the support team to help resolve issues. This solution has enabled me to provide quick insight and solutions to my customers, that used to take days or weeks to research.

 
 

from RMC
Specialty: Construction
Number of employees: 2-10 employees Employees number: 2-10 employees

Comprehensive Solution

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Good platform on a solid and widely used platform, not as many customizable options as we would have liked. More expensive than several other options we explored and numerous options didn't suit our business specifically.

 
 

from Rotobec
Specialty: Manufacturing
Number of employees: 201-500 employees Employees number: 201-500 employees

Everything is great except the business inteligence

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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I have been using Desk.com for over a year now. We use this for our support center for our company. There is a page embedded right into our website that acts as a portal for all our support and warranty needs. The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.

Pros

Ease of use and set-up, ability to customize as needed.

Cons

Business intelligence or reporting is horrid. Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Advice to Others

Great opportunity to explore if you don't mind using a third party to do all of your reporting.

 
 

from K-Bro Linen Systems
Specialty: 3rd Party Logistics

We have just implemented

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N/A

Likes Best

Very straight forward yet powerful, particularly on the desktop version. It is a major plus for us that it can work off-line. The reporting is incredibly helpful and easy to use.Overall very satisfied with it and we feel like we are just scratching the surface.

Likes Least

The mobile app needs some more work. (There are some inconsistencies in use between the desktop and the mobile). Other thant that we find no major flaws with the product.

Recommendations

In terms of value might be the best one around. Other options we evaluated were either too expensive for a small-scale operation such as ours or very limited in functionality.

 
 

from JOSEPH MISKELL CPA
Specialty: 3rd Party Logistics

Sales Force Review

Ease-of-use

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Likes Best

Sales Force CRM can be very useful when you have the programming knowledge to build it out

Likes Least

You must build it out yourself. It would be better if it came with various functions and tasks already built.

Recommendations

This can be a great tool but you need to be willing to invest the time necessary to customize it

 
 

from Panos Management
Specialty: 3rd Party Logistics

Used this product for over 2 years now and love it

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Likes Best

The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location.

Likes Least

There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records.

Recommendations

It's a little on the pricier side but if you have a lot of information and want a great efficient way to manage it and reduce physical unorganized files laying around, then this is an amazing tool. The time you save by utilizing this software will ultimately help you develop your business at a quicker rate.

 
 

from Ransom Hunter Heir Financial Services
Specialty: 3rd Party Logistics

Vice President

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Likes Best

I most like the flexibility in using this product. I have enjoyed being able to customize the products according to my business.

Likes Least

I most dislike the time involved in set-up and customization.

Recommendations

I would recommend that others evaluating software have dedicated a point of contact with Salesforces adminstrators.

 
 

from Nexus eWater
Specialty: Manufacturing

Can't go wrong with Salesforce products and services

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Functionality

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Likes Best

Integration with Salesforce obviously makes this product easy peasy to use. Further, it makes it easy to extract as much value as possible.

Likes Least

I haven't encountered any problems with this product. As for the vendor, I've never had any problem getting issues resolved when I need to call the Salesforce folks. They are typically very timely and friendly which is appreciated.

Recommendations

Salesforce really is a one-stop shop solution. If you manage a very small business perhaps the investment isn't for you, but if you have a sales team of any capacity (let's say 3 or more) you really can't go wrong with Salesforce products.

 
 

from AxiomSmith
Specialty: Other services

A little more technical than I thought

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Functionality

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Value for Money

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Likes Best

I loved the fact that I can keep most of all my customer service in one spot. It does help service my clients and that translates into sales.

Likes Least

It was not easy to implement, we needed a lot more technical knowledge than we had. We did find a way, with help from a friend. I would like to see more app integration

Recommendations

if you have html or coding knowledge this will be a breeze to set up and because of that you'll enjoy it from the get go. If your not good it'll get frustrating, and by the time you're ready to use it, you might not be as excited to use it.

 
 

from Independent Consultants
Specialty: Consulting

So many ways to provide great customer service!

Ease-of-use

Functionality

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Value for Money

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N/A

Likes Best

I have actually used variations of the Service Cloud package during several engagements with different clients. It is great that Salesforce covers so many options. Depending on how your business' clients typically interact with you, you could configure self-service options like community forums and FAQ's, or you could setup support via social media or even live chat. The key is to figure out which is the most efficient and responds best with your clients.

Likes Least

Once again (I say this because I have tried sharing my insights on Salesforce sales and marketing packages as well), I really love Salesforce and I don't have anything I dislike.

Recommendations

Use service cloud to its max by setting up at minimum a self-service option. This makes the most sense in terms of efficiency. Then decide which other method makes the most sense for your business that allows you to quickly and effectively communicate with your clients and service their issues or concerns.

 
 

from Beazer Homes
Specialty: Retail

Usability and functionality are top-tier.Usability is top notch!

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Likes Best

Salesforce has created a product that is an industry leader in the CRM field, and this product is not far from that. Managing customer needs on another interface is typically difficult, but this software simplifies the customer relationship process. It makes interactions more seamless for both customer and provider alike.

Likes Least

Learning curve can be steep for the uninitiated with Salesforce. Responding to complaints can be cumbersome.

Recommendations

As with all software, it takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

 
 

from Ultimate Software
Specialty: Software / IT

Salesforce Case Management

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Likes Best

It's fairly easy to use and intuitive. I like how it is clear on what you need to enter when submitting a case.

Likes Least

In our company's version, it requires too many clicks and restrictions on what you can do next.

Recommendations

Companies need to watch for over customization. It can make the product very restrictive.

 
 

from Alpha

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Customer Support

Customer Support

 

Salesforce has lots of functionality.

The customer support is not ideal. Their idea of customer support is people in India who answer the phone after 40 minutes to open a ticket. They don't speak English well, and tell you they will get somebody to call you. The person who called did not understand my very simple question about importing data and then closed the ticket after sending me a link to the support issue I had referenced from the help site.

After 5 days, I still have problems importing the data, and they have closed the case with no ability to reopen it. My salesperson was upset that I didn't call him to share my problem during the trial, and didn't seem to understand that customer service is important and that sales people generally disappear after the sale is made. I am trying other systems right now.

 
 
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