Salesforce Service Cloud-Pros and Cons

General Information

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, built on the company’s CRM software for sales professionals. It gives you a 360-degree view of your customers enabling you to deliver smarter, faster, and more personalized service. Salesforce help us in automate service processes, streamline workflows, and surface key articles, topics, and experts to transform the agent experience.

Salesforce Service Cloud has integration with Microsoft Flow, dynamic routing and we can get notifications via email. The ability to add flex agents when required without a need to a get a separate license for the flex agents is best part.

Newer Innovations in the Salesforce Service Cloud

Some of the innovations of Salesforce are connecting one-to-one with every customer, across multiple channels, we can track visitors who visit our websites. The support chat designed to provide the best customer service, is one of its strengths

In addition Salesforce has milestone tracking service, e live-updating interface and highly customisable data capture and workflow. It can access from a PC, mobile device, or any Internet access point.

Why we use Salesforce Service Cloud?

We should use Saleforce Service Cloud because through it we can use single sign on to log in to the product using the web interface. We can submit requests through chat, email, and support forms. Salesforce allows agents to use predefined templates, Email-to-Case and Web-to-Case features add efficiency to the workers as well. Salesforce is a very easy to configure and manage
It has great tool for ticket creation and tracking and easy it is to navigate between sections within the software.
Industry Positive Comments

Some of the positive comments by users are that it save costs by hiring a support service, Slack is so easily used by everyone. The ability to handle customer’s accounts with so many ready-to-use features and tracking notes and things going on with leads are some of best features

Needs Improvement

Some of the customers expect improvement in the customer service. Also thin margin of error that the software allows, poor quality of collected data, chances of data loss. The Interface does not work on all browsers.

Similar Products in the Industry

Some of the similar search products in the industry are LiveChat, LiveAgent, Freshdesk, Zendesk Chat, LiveZilla, LiveHelpNow, Oracle Service Cloud Zoho Desk Genesys PureConnect, Intercom and Pure Chat

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