Markcomm Pitch

Salesforce Service Cloud

Overview

Service Cloud is a top-rated customer service platform. It empowers the service employees right from contact center to field with innovative tools, unified data, and embedded training. As a result, they get superior quality customer service that gets valuable customer leads in return. Service Cloud is helping the trailblazers to provide human-centric service that is customizable., intelligent, and can be trusted.

Operate your call centers professionally worldwide using Salesforce without spending a huge amount of money on support centers. Salesforce is a cloud-based advanced call center software through which you get all the advantages of running your business in the cloud which includes automatic updates, 3 times feature upgradation every year, and no infrastructure struggles.

Screenshot

Salesforce Service Cloud

Features

  • Asset Tracking
  • Automated Routing
  • Availability Management
  • Change Management
  • Collaboration Tools
  • Computer Telephony Integration
  • Configuration Management
  • Contract/License Management
  • Dashboard
  • Feedback Management
  • Incident Management
  • IVR / Voice Recognition
  • Knowledge Base Management
  • Live Chat
  • Problem Management
  • Alerts / Escalation
  • Appointment Management
  • Blended Call Center
  • Call Center Management
  • Call Logging
  • Call Recording
  • Call Scripting
  • Canned Responses
  • Customizable Branding
  • Document Storage
  • Email Management
  • Geotargeting
  • Inbound Call Center
  • Outbound Call Center
  • Multi-Channel Communication

Specifications

  • Deployment: Cloud Based, Web Based, SaaS Based, iPhone / iPad, Android

Training

  • In Person
  • Live Online
  • Webinars
  • Documentation

Salesforce Service Cloud Users

Available Support

  • Email
  • Phone

Language Support

  • English

Company Details

  • Company Name: Salesforce

  • Headquarter: United States

  • Full Address:

Reviews

Overall: Users are really more productive than previous tool
Pros: 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.
Cons: 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.

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Overall: I love that I can manage our sales team’s goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it’s a seamless process.
Pros: I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don’t have to go from one page to another
Cons: It’s not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

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What do you like best?
It’s a very complex but useful CRM solution for your team. They can share information through a single case or thread and use the built-in system metrics to track their performance using different timelines.

What do you dislike?
It’s very complex but also customizable. So if you don’t need all its features, you can simplify it to reduce training time and avoid confusion amongst your team. Since it might seem very complicated when you first look at their User Interface, but once you personalize it to your team needs, you will be able to maximize the efficiency that the CRM offers.

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What do you like best?
I like Salesforce because my coworkers give me feedback on there. And it helps me see whether I’m doing a good job.

What do you dislike?
There isn’t anything i dislike about salesforce. Salesforce has been treating me well as far as no issues with the system. And it’s been giving me feedback on the service I provide. I’m thankful that there are apps where I can see how good or bad job I’m doing. There’s a motivation when it comes to scores for me.

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CRM has never been easy before. I see the era as before and after Salesforce. Especially with cloud, one certainly doesn’t need to worry about hosting your data in a safer place. It is taken care by [Salesforce Service Cloud]. The problem it definitely fixed is integration with other contact center platforms. Ease of using APIs. The code behind can effortlessly bring the data for further manipulation.

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