One of the best clouds for CRM with a great feature set
Rating: 9 out of 10
IncentivizedUse Cases and Deployment Scope
Salesforce [Service Cloud] is great for managing customer interactions ranging in issues from customer service to complex needs. The fields are very customizable that you can tailor to your specific business needs. A nice feature is that you can access the service cloud directly from your email inbox. This also creates a log so that all communication with customers can be kept as a record. This can be used by others within the company to review any correspondence prior to engaging with the customer.
Pros
- Very integrated service cloud community which enables users to help eachother
- There is a mobile application that allows you to manage customers from any device
- Live agents are available to chat is you need support
Cons
- Licenses can be expensive
- Steep learning curve that requires training to understand all the features
- Data entry can be time consuming due to all the feature sets
Likelihood to Recommend
[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.
Vetted Review
5 years of experience