#1 most frequent
United States of America
55.8%5,342 installations of 9,574
What is Salesforce Service Cloud?
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
Categories & Use Cases
Media
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Screenshot of Workflows and Orchestration
Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9.1
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Areas for Improvement
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.2
Who Buys & Uses Salesforce Service Cloud
#2 most frequent
United Kingdom of Great Britain and Northern Ireland
6.3%604 installations of 9,574
#3 most frequent
India
5.3%505 installations of 9,574
Salesforce Service Cloud Reporting
Use Cases and Deployment Scope
We use Salesforce Service Cloud for case management and the reporting is where we need some expertise
Pros
- Agent can record case details
- Associate contact seemlessly
- Attach voc
Cons
- Case creation for follow-up deals
- Routing
Return on Investment
- Reduction in ticket resolution
Alternatives Considered
Salesforce Sales Cloud
Other Software Used
Salesforce Sales Cloud, Field Service Cloud
Case management and tickets escalation are the best features
Use Cases and Deployment Scope
We manage cases, case management using service console in service cloud. The ticketing system in external system was not feasible enough to maintain tickets and not user friendly.
A new custom dynamic service console to maintain or case management for the agents to resolve the cases timely .
A new custom dynamic service console to maintain or case management for the agents to resolve the cases timely .
Pros
- case management
- omni channel
Return on Investment
- reduction in resolution time
- knowledge articles
Alternatives Considered
Salesforce Sales Cloud, Conga CPQ and Salesforce Revenue Cloud
Other Software Used
Salesforce Sales Cloud, Salesforce CRM Analytics, Salesforce Revenue Cloud
Salesforce Service Cloud Review
Use Cases and Deployment Scope
Fast support to customers, providing real time solutions with access to training articles for self service. Fast case assignments, proper priority routing and ability to track customer issues.
Pros
- Case routing
- Case assignment
- Summary overviews
Cons
- Tab windows for screen flows
Return on Investment
- Lower cost
Other Software Used
Salesforce Sales Cloud
Best platform for servicing customers with various channels
Use Cases and Deployment Scope
We are using Salesforce Service Cloud for email to case setup, web to case, knowledge management, reports and dashboards, Entitle management, omni channel support, Live agent, lightning record pages for single view , Queues , Skill based routing and proving the services for the products we sold under sales cloud in Airline industry
Pros
- Email to case
- Web to case
- Queue, Public groups
- Reports and dashboards
Cons
- Cage age fields calculations
- Service console view
- Live chat enhancements
Return on Investment
- Improved our business with best service support by growing the sales
- Reporting
- Live chats
Alternatives Considered
Oracle Service
Other Software Used
Rally Platform
Good choice for native Salesforce companies
Use Cases and Deployment Scope
We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.
Pros
- Response time reminders
- Connected to CRM
Cons
- Integration with Jira
- Team management
- Cost
Return on Investment
- Faster ticket response times
- Detailed reporting on overall cases and case management
