Salesforce Service Cloud Review

​Logging activities and creating opportunities are easier than before.

What is most valuable?

  • Case Management
  • Service Cloud Console
  • Workflow Rules
  • Territory Management

How has it helped my organization?

Logging activities and creating opportunities are easier than before, and it provides visibility of the sales pipeline.

What needs improvement?

Reporting needs improvement as sometimes we need to export data and work with it in Excel.

For how long have I used the solution?

I've used it for three years.

What was my experience with deployment of the solution?

Once set up, we've had no issues with deployment.

What do I think about the stability of the solution?

We've only had one stability issue in three years.

What do I think about the scalability of the solution?

No issues with scalability.

How are customer service and technical support?

9/10 - Sometimes cases need to be escalated more quickly.

Which solution did I use previously and why did I switch?

No other CRM product was used before.

How was the initial setup?

I did not participate in the initial setup.

What about the implementation team?

We implemented it through a vendor team.

What other advice do I have?

If you want to use Enterprise Edition or above and use a complex architecture, look for an experienced consultancy/in-house consultant to set up your organization initially.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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