Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize the agent efforts, allowing them to handle customers' requests and manage cases.
Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.
The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.
Jordan C. Secteur: Services et technologies de l'information Nombre d'employés: 501-1 000 employés
Users are really more productive than previous tool
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.
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.
Jennifer B. Secteur: Services financiers Nombre d'employés: 11-50 employés
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.
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
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.
Justin G. Secteur: Banque Nombre d'employés: 10 000+ employés
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.
The learning curve, but this is why they offer trainings/certifications.
Harry F. Secteur: Réseaux informatiques Nombre d'employés: 2-10 employés
very clomzy and not effective.
its nice in its design. it can properly relate cases to client records
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
Patrick C. Secteur: Services financiers Nombre d'employés: 11-50 employés
I really like the ease of use with this CRM and the fact that it integrates with our other softwares. We operate as a sales unit, so it is essential that we are aware of what other members of the team are doing at all times, and where they stand on different leads, territories, etc. It eliminates the need for additional forms of communication, documents, spreadsheets, you name it. This is essential for any sales team out there, regardless of industry.
We are a sales and distribution company for a number of investment companies that run mutual funds, hedge funds etc. We have a GIANT list of prospects and trying to manage all of that in excel spreadsheets would be a nightmare when you consider that we operate as a team and not on an individual basis. It's easy enough to use and integrates well with outside software, such as outlook and excel. Great product for sales teams**.
I'm really not a fan of the lack of a genuine support system. If you have any issues, your only option is to email the support team and they have not been very helpful in my experience. Unless you pay for the top tier of salesforce, there's no phone number that you can call. I wish they had a decent tutorial and moreover, there are some no brainer adjustments that could really improve the CRM, such as mass email integration. Perhaps there is a way, but the fact that I have not been able to figure it out or get a decent answer from support speaks to their support system.