Salesforce Service Cloud Reviews

Pros

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.

Cons

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.

Pros

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

Cons

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.

Pros

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.

Cons

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

Pros

its nice in its design. it can properly relate cases to client records

Cons

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

Pros

The number of things you can track with this product

Cons

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

Pros

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**.

Cons

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.

Pros

We've been using SalesForce for roughly 3 years now, and it helped us drive great ROIs due to its easy usage in terms of data entry, categorizing each client or candidate, and also the functionality it provides such as mass emails that we can add HTML codes to make it look personalized or targeted, and also the option that let us see if a client or candidate already opened the email we sent.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

Cons

What I least like about SalesForce is its downtimes. The only drawback I experience from SalesForce is the time to time down time it causes, but that was just minimal and not often so no harm really made.

Pros

I use Salesforce on a daily basis in my Business Development/Sales Ops role. Salesforce integrates with our softphone (RingCentral), which makes logging calls much easier. I have also set up different workflows in the system to make daily tasks more efficient. There are endless apps and integrations you can use with Salesforce.

Cons

I don't have many negative things to say about Salesforce. I think it is pretty user friendly. There could be some better documentation on how to do specific things in the system. Also, Salesforce is only as good as the data you enter into it. This is not a flaw of Salesforce, but rather any data management system. I highly recommend making a constitution and training your team to abide by rules of entry and management.

Pros

As a developer I love how flexible the system is we can customize it to a great level according to our needs.
Not so many of bugs in the system it's stable and very mature
Our sales team is very happy to manage sales and get insights of data
They are changing to new layout which is advance look and feel and looks great

Cons

One can take a bit more time to learn salesforce because the system is too big and its not easy to keep track of things
Its expensive but considering the features it provides a I think price is fine

Pros

I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.

Cons

I do not have anything about this software that I don’t like. Like states it’s very easy to use and good for work.

Pros

Salesforce helped us resolve one of the major problems in our firm. At first, we were using Excel as our Candidate and Client database, and most of the time we get troubles because of this.

There are times that we reach out a candidate who then turns out to be our client. There are times as well that we reach out to a candidate more than 5 times a day, and because of that we get a lot of "do-not-contact" requests.

With Salesforce, it helped us to create tailor-fit solution to our business problem. We were able to import all of our candidates and clients to Salesforce by just uploading our excel databases in the system. We were able to put do not contact provisioning to our clients, to candidates that are currently in process, and also those candidates who indicated that they are not actively looking.

Now, we were able to make a great relationship with our candidates and clients through Salesforce.

Cons

What I least like about Salesforce is their customer support. Sometimes they are not that very good in resolving tech problems. Well, we seldom get problems so we barely need their help, but I hope Salesforce trains them well.

Pros

Salesforce Service Cloud has so many features ready to use as soon as you get access. For basic service needs you could easily start using it day one and build out enhancements over time. Basic configuration is simple and quick and everything you need to track work requests and cases is pretty much there.

Cons

Salesforce releases updates three times a year and they are huge. Release notes are getting over 600 pages per release and, at least for my work, we've had to change some of our custom configuration and code so that our system would work after the release came out. It's nice that they are working on enhancements but you definitely have to plan in time to thoroughly regression test everything when a release hits your lower level sandboxes.

Pros

I could run my employers business from anywhere. This is what sold me on the job in the first place, and this software is what made it possible. It's a one-stop shop of everything you need to know about your business. I can view potential customers, how to win over current customers, get insights into how I can approve the customer experience, and so much more. I really thought this software was going to be hard to figure out or stop me from getting the job, but this software made it possible for someone to land a job and keep it. So, I applaud Salesforce for creating an amazing product and service for businesses.

Cons

The only con I have about my experience with this software is the pricing, or at least what my boss have a problem with. My bosses infrastructure requires a lot of different products to make her business run more smoothly. I think it will help if there was a bundle deal for all the services she needs. I'm not exactly sure how she went about it, but I do know she wished she asked more questions as far as pricing and getting a better deal.

Pros

Perhaps my favorite aspect of Salesforce is the ability to use email within the software. This integration is key for interaction with both my servicemen and clients. I also really enjoy how many features Salesforce offers. The software is competitively priced and is packed with feautures that I'm still continuing to use. Salesforce is also great in that I use it as a cloud-based software. This helps eliminate the need for extra storage on my system. Overall, Salesforce has a nice layout as well.

Cons

Although Salesforce is an incredible piece of software and many features, it can seem as though there are too many features at times. Personally, it is difficult to continue to learn these new features and make sure I'm up-to-date with everything. I know there is definitely more functionality within Salesforce than what I'm currently using, but it can be quite daunting to try and learn the full abilities of the system. I wish that there was a some better training provided for using the software, as I've seen with some other software I've used.

Pros

SalesForce is the best company tool that I have used so far, because you don't need to install it anymore. All you need to do is to put the url of SalesForce, and log in your credentials then presto you are now ready to work. With this, it helps you save time especially when you need to transfer computer stations or you are using your home laptop in working from home.

SalesForce is also the best applicant tracking system so far that we have used in our company because it is easy to use, and no need for long trainings to teach you on how to use SalesForce platform because it is very self-explanatory and easy!

Cons

What I least like about SalesForce is their incompetent customer service or technical support. They can't resolve downtimes, system errors, and queries via email or phone call in a snap. It takes more than 24 hours to create a resolution for a complicated problem.

Pros

I fell in LOVE with SalesForce when I began using it in 2013. I worked for a home remodeling company and we used it to track our prospected customers. Had a small hand in getting it set-up, was a lot easier to use after you understand how it works. Very organized, detailed information, quick & to the point.

Cons

The set-up process. Having to manually enter customer info in the very beginning. I do remember one our tech guys finishing the set up though ... great guys! Also recently had issues connecting with apps, have a screen shot below that I emailed to the tech guys. The app was Adobe I believe, and one other. Probably just a user error! : )

Pros

Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice:

Offers users with a single platform which they could use to deliver immediate and reliable customer service.
Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.)
Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day.
Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions.
Predictive support helps the system resolve issues even before they happen.
Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster.
Service Cloud Communities redefine

Cons

The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market.
Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers.
If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features.

Pros

Unlike other similar platforms, Salesforce makes customization easy and painless. With Salesforce, I can bring my business wherever I go because it’s could-based. Our employees and business partners can also access it from anywhere around the world and contribute to the business’s overall productivity. Also, it doesn’t matter which browser you and your team use, the CRM will run smoothly. The software also makes it for users to use chatter and other social media functions, which make it easy for businesses to take advantage of social networking. The platform also has features that help us keep tabs on our purchase funnel. The platform also gives us a clear multidimensional picture of our progress.

Cons

This platform can be overwhelming for Small businesses that have dedicated marketing or sales team. It’s also very difficult to get in touch with customer care. I guess they are only available during the working hrs and you might be stuck for a while if you encounter a major problem using this tool.

Pros

It’s super easy to use and understand. Yo i love the Chatter feature because you can reach out to and keep anyone in the loop with any issues or important matters. It’s always great that your Chatter messages are always available to look back on which is helpful for keeping track of everything. I also love that you can create tasks and reminders for yourself. It’s a great multi purpose tool.

Cons

I honestly can’t think of anything I have had any issues with so far. If I had to pick something, and it could possibly have just been a glitch I’m not sure, is that originally your feed would only show you relevant posts for account you follow. Now it seems to show you everything even if you aren’t involved, chattered, or following an account.

Pros

The Salesforce Sales Cloud product provides clear visibility to the status of sales revenue. I really enjoy the Chatter feature so I don't have to necessarily have to explain to another colleague where to find the account or opportunity. They also provide a Sandbox called Trailhead that allows anyone to learn how to best utilize the product for their business purposes.

Cons

It is not a BI tool Software. When you look at the reporting features available, it does not have the ability to manipulate data like MicroStrategy, Tableau, Microsoft Power BI, and Qlik products.

Pros

-Very easily customizable even for people who don't know to code. However if you are able to code using apex (Salesforce's OOP), then you can virtually do anything.

-The whole user interface was revamped by the new lightining version, very easy to use and excellent reporting and dashboard.

-The 3 releases in the year have massive improvements each time

-Massive online community, any question or issues you have would have already been posted and solved on the internet. Just do a simple google search.

Cons

- Not easy to transition end users who are already on classic version to lightning

Pros

I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Cons

The two biggest drawbacks I have noticed are the following:
The inability to use custom fiscal years in the new forecasting.
The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Pros

Salesforce allows you to do just about anything, and is famed for offering a wealth of data capture, visualization and processing options. As a small organization we create dour Salesforce architecture quite early on, probably before we needed it! It gives us a lot of credibility as an organization and we can magic up reports in no time. Many other apps now provide Salesforce integration which makes it easier when managing many different processes.

Cons

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone. We worked with external consultants to set up our whole architecture and are constantly making changes to it.

Pros

Salesforce makes it easy to track leads. The ability to store and edit information about a lead is great, and it's easy to change a lead status from contacted to purchased.

Cons

I wish they had a way to create an admin function that would allow for the admin to send coworkers leads but still be able to track of them to ensure they are being contacted.

Pros

Really more than anything it is the flexibility. I've used Salesforce at different companies and each instance was configured uniquely and had functionality that was needed by the sales organization of that company. There are so many good tools that can be easily plugged into the solution from dialers to direct mail fulfillment services.

Cons

If anything, it can be overwhelming. The individual records can be deluged with unneeded sections and fields. Being used to salesforce, i know where to go and how to use it but if I was new to the solution this can be overwhelming.