Salesforce Service Cloud

"Awesome Ticketing System"

Comentarios: Users are really more productive than previous tool

Puntos a favor: With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Contras: Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

"Everything I need on one page"

Comentarios: I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Puntos a favor: I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Contras: It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

"Outstanding Customer Service Platform"

Comentarios: Excellent tool ,easy to configure and setup with minimal code.

Puntos a favor: Salesforce Service cloud comes with all the required out of the box functionality required for customer support, which includes below mentioned features which are required for setting up customer service .
1) Receiving the cases through multiple channels like Web and emails.
2) Auto assigning the cases to respective group based on the type of issue.
3)SLA definitions and escalation rules,
4)Assigning the knowledge articles to cases.
5)Self service portals.
6)Chatbots and Einstein analytics.
7)Configuring knowledge base.
8)reports and dashboards.
9)Easy API integrations.
10)Rich UI.

Contras: Some of the limitations associated with API limits ,Storage limitations. Cost associated with licensing .

"Complex customer support software"

Comentarios: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Puntos a favor: Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Contras: It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

"Great product for servicing customers"

Puntos a favor: I work in internal operations and find SSC to be the most versatile tool in our arsenal. There is just so much that it can do and Salesforce is always looking for ways to continue to expand on its capabilities.

Contras: The learning curve, but this is why they offer trainings/certifications.