Salesforce Service Cloud Review

When I was a sales administrator for about 70 users, we went from needing two full-time administrators to just one part-time administrator. The initial setup was moderately complex, though.


Valuable Features

The features we find most valuable are--

  • It's easy to customize,
  • It's a responsive solution,
  • It provides a great user experience, and
  • The console is nice, easy to use, and provides relevant and timely data.

Improvements to My Organization

When I was a sales administrator for about 70 users, we went from needing two full-time administrators to just one part- time administrator. It greatly reduces overhead in terms of personnel needed to manage he organization.

Use of Solution

I've used it for about two years.

Deployment Issues

We encountered no issues with the deployment.

Stability Issues

We encountered no issues with stability.

Scalability Issues

We were able to scale without incident.

Customer Service and Technical Support

Customer Service:

The Salesforce customer service has been excellent.

Technical Support:

Technical support has been great.

Initial Setup

The initial setup was moderately complex. It requires strong consultant skills to design how you want to process cases.

Pricing, Setup Cost and Licensing

Don't look at just license costs. Factor in infrastructure savings as well as reduced head count needed to support Service Cloud.

Disclosure: My company has a business relationship with this vendor other than being a customer: We are a partner and implement Salesforce.com solutions for our customers.
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