Salesforce Service Cloud

Avantages

What I like most about salesforce is that it easy easy to use and navigate and provide me all the necessary things for my day to day work.

Inconvénients

None that I can think of in this software

Avantages

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

Inconvénients

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.

Avantages

I love how easy it is to manage and track ongoing issues easily.

Inconvénients

Some features can be over complicated, but with a little effort, easy to figure out.

Avantages

I think Salesforce allows for considerable customization for its users. At my company, I've used it for operational, commercial and research purposes, which is awesome.

Inconvénients

Salesforce is not intuitively easy to use, at least at my company. Some of the field names can be misleading; I think the reporting feature is also difficult if you don't have training or teaching. Also, I don't find the individual pages (contacts, contracts, memberships) pleasing to the eye. The content isn't laid out nicely in my opinion.

Avantages

Facilidad para comunicarse dentro del mismo programa con los empleados y managers que crean un tiquete buscando solucion.

Inconvénients

Para este programa no le encuentro debilidad alguna ya que es una de las mejores herramientas para manejar tiquetes.

Avantages

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

Inconvénients

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

Avantages

Proven tech, It has all the features one needs. add SFMC and you are complete.
Reliable, Data is really secure and reliable. I have never had an incident where we lost data.
Security is world-class.
Search is robust and can search any field using this.

Inconvénients

UI is very hard to change
UI is not open enough to have its own CSS and get away from typical looks and feel

Avantages

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

Inconvénients

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

Avantages

Salesforce is a crm that's really easy to use and adapt to. It's really impactful and has great interaction with quite a few products.

Inconvénients

Some of the features such as logged calls are working intermittently.

Avantages

This is the easiest case tracking solution I've worked with over the years and on a second deployment at a different business and meeting 110% of our requirements. We are handling more processes in Service Cloud than we originally planned. The interface works. The ability to define our business processes and very easy deployment.

Inconvénients

We have been patient waiting for Service Cloud Lightning to be 100%. Getting very close now. We still need better email integration and more control of email management.

Avantages

Makes my life easier and stops everyone from having to pick up a phone.

Inconvénients

The software works fine, you get the most from when you input into it first.

Avantages

The ability to share opinions with colleague and the ability to have everything to handle customer issues in one platform is amazing

Inconvénients

without the proper trainer by a former colleague, it is hard to navigate

Avantages

I love how you can track so many different things. Our customers success team uses it for cancel requests, failed payments, upselling, and also onboarding. Salesforce allows you to capture everything in you need to know on one page.

Inconvénients

This isn't necessarily a flaw of salesforce but every company uses SF a little bit differently which can be confusing.

Avantages

シェアが高く、エコシステムが充実しているため他社システムと連携がしやすい点

Inconvénients

価格が他社よりも高めであり、小規模業者が多機能な使い方をするには投資金額が多くなる点。

Alternatives envisagées 

Pourquoi passer à Salesforce Service Cloud

Avantages

Software muy intuitivo, facilidad de uso y gran posibilidad de realizar un seguimiento continuo de los clientes.

Inconvénients

Lentitud en la carga de datos, necesidad de esperar de un día a otro para que se realice un refresco del sistema.

Avantages

It is an easy and efficient way to keep track of contacts, opportunities, and organizations. I love that everything is housed in a top-down approach and it is easily accessible from anywhere. I can be on my mobile or on my computer and have access to all of my files.

Inconvénients

I do not have a complaint about the software. I believe some of the restrictions are limited to the organizations that have their own set up, but all in all the software is intuitive and easy to navigate.

Avantages

- It's so easy to keep track of all my customer interactions in one place-The automation features save me so much time and help me stay on top of everything-The knowledge base is a lifesaver - I can quickly find answers to common questions without having to look them up every time-The reporting and analytics give me valuable insights into our customer service performance-The integrations with other Salesforce products are really helpful for a seamless workflow

Inconvénients

-The setup process can be a bit overwhelming at first, especially if you're not used to using Salesforce products-The pricing can be a bit steep very quickly , especially for smaller businesses (as you pay per seat and per edition) -The interface can take some getting used to, but once you do, it's really intuitive

Avantages

Scalability. Design and future integrations are agile. adjustable interface

Inconvénients

Very little vendor advice and assistance with the product. There is no supported customer collaboration for learning. Since account representatives change so frequently, we never get the opportunity to develop a true relationship with them.

Avantages

I can see that the software is very deep in its potential capabilities. Very large companies use it to manage people and data that all needs to relate to itself. My feeling is that with enough modification, it can do whatever you need it to.

Inconvénients

It is extremely complex, too complex, for an average person to sit down and just make work. Even with all the forums and Trailhead, there is so much literature there that much of it doesn't relate to what you are trying to find. The lightning version seems to be cool, but doesn't function quickly like classic. You can't even print a lead. That's right. You can't print a lead. That's why there are separate SFDC implementation teams - because you can't figure it out o n your own.

Avantages

I've been using Salesforce for quite some time now and this really helped me with a lot of things. Reporting and ticketing system. Very easy to use and very essential.

Inconvénients

Nothing much, since SF is improving with updates and fixes bugs and glitches.SF is also not that hard to manage.

Avantages

We use this every day, it houses all our leads, accounts, prospects, deals and account-related history. As a sales organization we not only rely on Salesforce for tracking our numbers we also use it to communicate with other departments for customer issues and concerns. It's the one sole platform where our clients' data lives.

Inconvénients

It has the tendency to be buggy when it is integrated with other apps. We've customized it to create quotes for us and sometimes it would not show the right margin amount on the quote.

Avantages

What I like most about this software is its user interface, which is very user friendly and easy to navigate. There is almost no learning curve in using this software as it is very intuitive! I'm able to put in my requests, attach files easily for reference, manage and track progress, and even refer to a powerful database of knowledge articles that are readily available.

Inconvénients

The only thing I think the software needs improving is the occasional bugs/errors when attaching files as a comment. Often times, you'll need to upload first and then re-select the file you uploaded in order for it to be attached and sent.

Avantages

The case intake and knowledge base are the best parts of the service cloud.

Inconvénients

Salesforce's slogan is "clicks, not code" but to get anything that fits a brand that already exists, involves code. You can click through configuration s but customizations come at a price.

Alternatives envisagées 

Avantages

Service Cloud works in parallel with the Sales data in the salesforce platform, so you can see a full picture of your customer, and relate all complaints/request to a single point. Plus multiple points of contact allowing cases to be generated via phone, sms, website form, live chat or email.

Inconvénients

Field Service is limited unless you opt for the Field Service Lightning package, but there are plenty of features to run a helpdesk efficiently and well

Avantages

Scalability is one of Salesforce Service Cloud's primary advantages. All sizes of businesses, from small start-ups to massive corporations, can use it. Because of the platform's flexibility, it can be adapted to any company's particular requirements, and a wide range of integrations and extensions are available to expand its functionality.

Inconvénients

The vast customisation choices offered by the platform may overwhelm or confuse certain users, which is a potential problem. It may take some time and effort to completely comprehend and utilise all of the available capabilities, despite the fact that one of the platform's strengths is the ability to customise it to particular business needs.

Avantages

Very robust, you can create many objects that sync to your Marketing automation platform. I've also heard of people using it to manage inventory. Very easy to view campaign members and activities they've done. Also the activities sync over to our marketing automation tool as well as object information like an opportunity.

Inconvénients

Same old UI. Importing leads can be troublesome with creating duplicates. Using an import tool is must.

Avantages

my favorite thing about this software is its ease of use and the wide range of practical usage regardless of the industry . we use the Non profit version and i dont know how we ever got business done without it

Inconvénients

I think the biggest con to me is building stuff on the back end and mapping. sometimes what im trying to map does not connect well with salesforce and it throws my report off

Avantages

Las integraciones que puedes hacer con el resto de sofware

Inconvénients

Es muy lento cuando intentas abrir muchas pestañas y cargar actualizaciones

Avantages

It's super easy to see exactly what is going on with each of your clients, what opportunities you are working on and who has been interacting with which clients. That kind of transparency is super important to keep your team on the same page.

Inconvénients

It can start to fall apart if your team doesn't continually update information about each client. There are a lot of opportunities to make mistakes, that's not all on the software, but if you have a big team working with a lot of the same clients then it can cause problems.

Avantages

Salesforce makes working in a CRM so easy! I am able to keep an easy to view report of my accounts and see the most updated activity as well as be as detailed as needed within each account. The customization makes the platform incredibly convenient. I have experience with several CRM's but Salesforce has been the easiest to use yet!

Inconvénients

The reporting functionality is AWESOME once you master it. It is be a little tricky but after getting experience with it and knowing what fields you want to pull it makes it easy.

Avantages

We can easily track every data point about our users and their participation on our platform to help inform our program and technology. Ability to customize and create automations also helps us to scale with ease.

Inconvénients

The CRM doesn't often like large amounts of data with the automations. Things break down often and require alternative solutions, which then often requires a specific engineer/architect/consultant.

Avantages

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.

Inconvénients

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.

Avantages

Industry leader in terms of CRM
A complete platform with extensive solutions for each need one might have
Very extensive reporting capabilities; extremely customizable
A lot of integrations with external platforms

Inconvénients

Very steep learning curve (it comes with the fact that it has such a wide range of functionalities )
The lightning experience is vastly better than the Salesforce Classic skin, however, sometimes we get lost in the former and cannot find what we are looking for unless we change to the latter
Some of the things that we have looked into doing can only be addressed with writing complex queries and/or hiring experts

Avantages

Amazing tool to receive incoming calls and chats and log interactions.It has improved the way we provide information to a customer and the way we create and resolve incoming tickets.

Inconvénients

It sometimes will take a bunch of time to load a stored document from past years.

Avantages

Service cloud helps us to automate the service process, streamline workflows and improve the sales rep experience. The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.

Inconvénients

There is a little bit of leanring curve involved in it but other than that this is great to have insights of customer and better deliver.

Avantages

Salesforce is the the tool that everyone should use. You name it it can do it. The data that it can produce can take business to new levels, the insights between sales and support systems again help massively when integrated together. No copying, no syncing its just there.

Inconvénients

Getting setup isn't something you do yourself it needs experts to get the most from it so can get costly fast. For inexperienced users it can be tough to get used to how it works and its "quirks".

Avantages

It is a very good software because it has many functionalities for those experts in marketing, sales, operations and advanced client management. I love the way you can see your potentials, probabilities and so on.

It allows you to have a clear and definitive idea of the state of your business as well as your sales in general as well as your work team.

Inconvénients

The problem with this type of software is that it is VERY expensive for what we receive, besides that its interface I understand that it is very old and complicated for a company with so much technology at your fingertips, when buying your products you must buy them separately and according to your needs but I think they should make it easier for the public

Avantages

I love how easy it is to track what is going on with incidents as a user. I am able to share case numbers with my colleagues and they are able to view events with me.

Inconvénients

I wish there was a decent mobile interface. Each time I try and access on a mobile device it is very hard to navigate.

Avantages

Salesforce is an excellent tool for business. It can be adapted and adjusted to fit your needs. It is easy to use and simple to train the users on using the tool. You can have several different business tools available depending on your needs.

Inconvénients

Training for the administrators was cumbersome and time consuming.

Avantages

I love almost all the features of service cloud especially recent additions like salesforce voice and FSL, with the adoption of FSL, customer site visit scheduling got better.

Inconvénients

Nothing to dislike, eventhough FSL is an Salesforce service cloud solution integration of FSL with Salesforce service cloud is not that good at the moment.

Avantages

It's enjoyable that you can run almost any type of campaign from salesforce. It's a powerful tool that can be customized for almost any campaign or company.

Inconvénients

Customer service. It's really bad. We tried calling for an urgent issue we were experiencing. There were dead-end routes that would just hang up on you. It was impossible to find someone to help or actually had the ability to resolve your issue.

Avantages

It’s very good and easily configurable and since it’s cloud based so easily accessible

Inconvénients

License is not costly and then live support agent is not that easily configurable

Avantages

I love the capacity to have all the documents and data in there. Is a all in one tool that you must have in your organization.

Inconvénients

I think is a bit expensive and difficult to use at first.

Avantages

From an end-user perspective, it's nice to have complete records of people, companies and deals all in one place. Lots of reporting and analytics capabilities as well. From an administrative perspective, there really isn't much you can't do with the platform.

Inconvénients

Page layouts can sometimes get cumbersome with all the info displayed. As an admin, there are definitely times where you feel like some aspect of configuration should be much simpler than it really is.

Avantages

I like the ability to use the software via the web from any computer. Also, the ability to integrate with many other softwares including click to dial and others.

Inconvénients

The cost would probably be the only thing that I would consider to be a downfall of this software as I believe it can get kind of spendy.

Avantages

Easy to use and customizable for the specific needs of our company and it's good for uploading documents.

Inconvénients

Sometimes when you are filtering and errors comes up.

Avantages

Salesforce offers the best way to control your sales and the best thing it's in the cloud.

Inconvénients

Difficult to run reports to present in meetings.

Avantages

I my organization payroll and finance team mostly use this application. Great tool to manage personnel records and it gets integrated with other HR tools like SAP.

Inconvénients

Interface needs to be improved and looks outdated.

Avantages

We reduce costs and increase efficiency with Service Cloud with powerful automations.

Inconvénients

A bit expensive. There are cheaper options on the market, but still worth all its value.

Avantages

I love that it makes task much easier to complete when its working correctly

Inconvénients

The constant glitches and technical issues