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.

"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.

"NOT a good SERVICE TICKETING SYSTEM"

Comentarios: very clomzy and not effective.

Puntos a favor: its nice in its design. it can properly relate cases to client records

Contras: This software lacks the necessary tools to properly communicate with your customers. Customers can respond to closed tickets without getting notifications.
team isn't notified when a new ticket comes in.
overall lightening experience is a SLOW moving vehicle, wast's our teams time.
the list goes on and on One answer to all of our issues is that we need a SALESFORCE DEVELOPER to customize the thing for us. so unless you have a small fortune to spend on Developers to customize it to your need go with a normal ticketing system that was designed ground up for this purpose. similar to the product that salesforce bought and then killed DESK.com

"Easy to Use"

Comentarios: Great for tracking contacts

Puntos a favor: The number of things you can track with this product

Contras: Needed some time to understand how to move between screens and related informaiton