Salesforce Service Cloud Review

Case teams, case queues, and approval processes are useful for various use cases.


Valuable Features

The standard case management features such as case teams, case queues, and approval processes are useful for various use cases, such as service organizations, call centers, support teams, etc.

Improvements to My Organization

Service Cloud provides a best-of-breed cloud-based case management and call center solution. It's cost-effective, easily configureable and maintainable, and simple to learn and support.

Room for Improvement

I'd like to see a better UI/UX. It also needs more competitive pricing on the Service Cloud feature licenses.

Use of Solution

I've used it for three years.

Deployment Issues

There should be no issues with deployment so long as best practices for Salesforce deployment are followed. I haven't seen any major issues with deployment.

Deployments become more complex when they involve heavy custom development, but for a configuration-based solution, it is very simple.

Stability Issues

Stability is never an issue with the Salesforce platform.

Scalability Issues

Scalability is never an issue with the Salesforce platform.

Customer Service and Technical Support

Customer Service:

Salesforce's customer service is great.

Technical Support:

It's great, but I recommend Premier+ support for quick turnaround on issues.

Initial Setup

As a SaaS product, Service Cloud is very easy to set up by someone with Salesforce administration skills. There are some features and functionality that are unique to Service Cloud, so it's best to have a certified ServiceCloud Consultant

Implementation Team

Whether using a vendor or having your internal team set up the system, make sure that a certified Service Cloud consultant is involved in the analysis and solution-ing of the product, even if you are only using the basic Case functionality through a Sales Cloud license as opposed to a full-fledged Service Cloud feature license.

ROI

Great ROI on this product, especially if you keep implementation and maintenance costs low through configuration and declarative functionality as opposed to custom code. Basic Case features are available through the standard Salesforce Sales Cloud licensing, and more advanced features such as the Service Console and CTI integration capabilities are available through a Service Cloud feature license.

Pricing, Setup Cost and Licensing

Try to align your business processes to the native feature sets in the product as much as possible by using the configuration and declarative functionality instead of customizing the solution using code.

Not only will the initial implementation be quicker, ongoing maintenance and support will be cheaper and easier as well.

Other Solutions Considered

There are several Case Management and Call Centre solutions, but the Salesforce product is considered a best-of-breed solution, and is a leading industry product. Compared to Siebel and other case management solutions, Service Cloud is more cost effective and easier to configure.

Disclosure: My company has a business relationship with this vendor other than being a customer: My current employer is a strategic partner, but does not resell the product - it only supports implementation of the solutions. I have never worked directly for Salesforce.
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