Salesforce Service Cloud Archived Reviews (More than two years old)

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Consultant
Artist and Owner at a tech consulting company
Aug 24 2017

What is most valuable?

* Contact tracking * Knowledge Base * Analytics

How has it helped my organization?

Through the use of the Knowledge Base, which we translated into 13 languages, we where able to increase our support reach to our customers. This included an increased support level not only for those customers whom we served directly via… more»

What needs improvement?

The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales. There is a lack of flexibility to process an email (not web-to-case contacts) as a contact. This might take an entire… more»

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

The CRM product we used was not integrated across sales, marketing or support departments, nor was it integrated across borders (Europe and the US used separate instances). Just before the transition to Salesforce, that previous company… more»

What other advice do I have?

Appoint a business process owner who will “own” the implementation. This person needs to be totally invested in the success of the application, not only in their own department, but across all departments that will be using, or be affected… more»
Real User
IS Manager at a manufacturing company with 501-1,000 employees
Jun 27 2016

What is most valuable?

There are several good features, but the most valuable to us are the integrated email, entitlements, and the overall powerfulness of the platform.

What needs improvement?

* I would like better tracking of cases with SLA overdue (including "soon overdue"). * Emailing from the product has its limitations. * In the web view, the editing window is too narrow, and it's difficult for complex cases with many details (logs, etc.), so I would like to adjust the middle column size. See below: * No ability to paste pictures from clipboard. * Adding in-line comments is not… more»

What other advice do I have?

You should use a vendor for best practices and to stay in the spirit of Salesforce, as opposed to distorting the product.

What is Salesforce Service Cloud?

Service Cloud is fully customizable support and help desk that provide faster, smarter service that will increase loyalty, retention, and satisfaction. From call-center software to self-service portals, our service solutions enhance your customer service with more responsive, more intuitive, more flexible support that anticipates customer needs.

Also known as
Service Cloud
Salesforce Service Cloud customers

Stanley Black & Decker, Coca-Cola, Activision, Wells Fargo, Spotify, Aldo, Philips, The Red Cross, Blue Shield of California, Sprouts Farmers Market, Direct Energy Solar, Inspirato, Kiva