Salesforce Service Cloud Review

The Live Agent capability connects us to our customers or website visitors through web-chat, and the KB articles provide us with support without raising a case.

Every aspect of the product has great security boundaries. As per my view, this is the greatest way to maintain a application.

  • Case Management
  • Providing support for our issues by raising a case
  • Case handling process by their support team is very nice of course, sometimes there is a delay
  • We have worked on it in two of our projects

Integration with social media sites such as Facebook and Twitter

Nowadays, social networking is more popular, so, it is a nice feature to be able to respond to our customers through Facebook and/or Twitter

Service contracts and Entitlement Management

  • Agreements between customers and organization. This is one of the best features provided by Salesforce.
  • We can track agreement information, such as the warranty, easily before providing our support.
  • We know whether the customer is eligible for support or not in advance.

Knowledge articles

  • This is also one of the best features provided by Salesforce, which I like most.
  • We can get support without raising a case by looking in detail at the explanation about the issues using the KB articles.
  • Total article management cycle is well established. (Create-Assign-Publish/Schedule-Update-Archive-Delete)
  • Rating the articles is very helpful as it helps determine which articles are very useful.
  • By maintaining the data categories we can categorize the articles easily.

Live Agent capability

This is very useful application for connecting to our customers or website visitors through web-chat.

Communities and Portal Management

This is also a good feature provided by Salesforce to collaborate with outside people.

Open CTI

It's third-party computer-telephony integration (CTI) system is helpful in maintaining a CRM call center application in Salesforce

Some areas which needs to be improved are:

  • Most of the applications are third party applications which we have to install through App-Exchange (some are paid ones).
  • Most of the features we have to enable by contacting the Salesforce support team (I don't know why).
  • It would be great it we have more out of the box functionalities, meaning less code yet more customization.
**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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ITCS user