Salesforce Service Cloud Review

​Logging activities and creating opportunities are easier than before.

Valuable Features

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

Improvements to My Organization

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

Room for Improvement

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

Use of Solution

I've used it for three years.

Deployment Issues

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

Stability Issues

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

Scalability Issues

No issues with scalability.

Customer Service and Technical Support

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

Previous Solutions

No other CRM product was used before.

Initial Setup

I did not participate in the initial setup.

Implementation Team

We implemented it through a vendor team.

Other Advice

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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