Marg Salesforce Service Cloud

PROS & CONS

What are the best aspects of this product?

Anything related to customer account can now be organized. It also makes things a lot easier to spot. This is perfect for customer support. I already know who I'm collaborating with, the products being utilized, and the type of questions they asked before.

What aspects are problematic or could work better?

It's challenging sending an e-mail directly from the phone app. Given that a majority of our interactions with our customers typically come in the form of e-mail, the app is an ideal platform in viewing support tickets. Thing is, I have no clue in sending back a response without digging through my external e-mail app. This would ticket hinder any e-mail from directly attaching to the ticket.

What specific problems in your company were solved by this product?

As a SaaS firm, we work with clinical trials and research. From my current position, we're assisting customers in creating clinical trial studies. We resolve issue when the software doen't properly function. Salesforce is fantastic since we're able to track which problems frequently show up in customers. We can follow which customers makes the most calls and which functionality customers are requesting.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The flexibility in business use cases. Native case management with a combination of approval process and worklows. Health check on a service done in real-time. This can be made through Reports and Dashboard. Success community support.

What aspects are problematic or could work better?

There are several downsides with this. Its Process Builder has a lot of problems. The ideas within the Idea Exchange will sit for years and won't even be implemented despite it being on threshold. While there are stages that have been defined (without ideas being delivered, it would seem that product team from SF are picky). If an idea couldn't be matured as a functionality, then there should be a status that would indicate something like: "Cannot be delivered" instead of waiting around for a number of years. Case comments require being added in Salesforce 1.

What specific problems in your company were solved by this product?

Restrictions in automation comes with an overall number of workflows. When it comes to our instance, we've gone beyond the maximum number of workflows (active) and was left out on a stand still stage where there aren't any implementations that could be done. Therefore, we had to push ourselves to hiring a developer in moving any possible workflows to APEX. When then have to migrate the latest implementations to the Process Builder. Currently, the Process Builders has its limits and comes with certain construct in automating business.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Some good things to take note of. The service cloud console and feedback tracks interactions made between the CC team and client. Auto recommendations of solutions and topics. With Omni-Channel. Processes involved for approval.

What aspects are problematic or could work better?

The FAQ articles seem to be old. Has a lot of bugs in the system. It can be challenging to make customizations and getting them off the ground swiftly. Service contract is weak when it comes to support contract management. Mass e-mail marketing campaign is absent.

What specific problems in your company were solved by this product?

Having the ability to carry out full cloud service. Case management and automated support process. SLA (with entitlement). Milestones and management of campaigns. Knowledgeable articles and FAQs.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Tasks have resulted to larger book sizes of account management a lot more maintained. Nothing will ever go missing/overlooked. Outlook e-mail logs, sales, and account management function a lot better by means of Opportunity Identification tracking. The whole platform on its own can be customized. It's geared to being detailed-oriented to suit your organization's needs.

What aspects are problematic or could work better?

Its console view could use some update. It needs to look visually attractive. Salesforces' visuals look somewhat old compared to their competitors. It also seems like e-mail from Salesforce doesn't appear to be properly formatted. It needs to be improved.

What specific problems in your company were solved by this product?

Simple management of accounts and interaction with clients. Tracking, sales, and closing out the opportunity loop. Integration of client communication. Activity tracking with reporting. Being able to assign tasks to other team members and yourself to ensure you're updated.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Some good things to take note of. The service cloud console and feedback tracks interactions made between the CC team and client. Auto recommendations of solutions and topics. With Omni-Channel. Processes involved for approval.

What aspects are problematic or could work better?

The FAQ articles seem to be old. Has a lot of bugs in the system. It can be challenging to make customizations and getting them off the ground swiftly. Service contract is weak when it comes to support contract management. Mass e-mail marketing campaign is absent.

What specific problems in your company were solved by this product?

Having the ability to carry out full cloud service. Case management and automated support process. SLA (with entitlement). Milestones and management of campaigns. Knowledgeable articles and FAQs.

Are you a current user of this product?

Yes