Salesforce Service Cloud Review

The Cases and Case Deflection features are the most valuable for us.

If you can get customers to self-serve, this is invaluable and save your customers' time and your staff's time. Our NPS actually went up when we introduced this as customers loved self-service and our cases went down by 50%.

I'd like to see more of a blog feature to allow better updates from our staff and link to it socially. This would save us having to run these through two different systems.

I've used it for 12-14 months.

We've haven't yet had any issues with deployment.

It's been stable for us.

We've had no problems scaling it for our needs.

Customer service has been great as we're a beta customer.

Technical service has been great as we're a beta customer.

Yes, we were previously using Zendesk as our ticketing/case system. We chose to move to Service Cloud and Community Cloud because we were running our sales side on Salesforce and support on Zendesk. We wanted a single view of our customers so both sales support and accounts could see what was happening with the customer.

The initial setup was straightforward as we were able to set this up in a matter of days.

We implemented all this in-house. As Community Cloud is all template-based and no code is required, this was very simple to set up.

Use the templates for community and use Community Cloud with Service Cloud as they work very well hand-in-hand. Use Case Deflection and the knowledge base articles.