Salesforce Service Cloud

Awesome Ticketing System

Commentaires : Users are really more productive than previous tool

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.

Salesforce can work for you as a tech support executive

Commentaires : Really enjoy working with the service. It's easy to manage and integrations are great

Avantages :

Integrates well into existing Salesforce CRM Very customizable Great reporting tools good email-to-case and web-to-case capabilities

Inconvénients :

requires a salesforce administrator since nothing comes out of the box

Complex customer support software

Commentaires : We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Avantages :

Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Inconvénients :

It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

Best bet for Service

Commentaires : Service cloud was my introduction to Salesforce, and has led to a very lucrative career. The out of the box functionality is enough to get started on service support, and the ability to customise to use SLAs, Milestones and manage both productivity and customer expectations is brilliant

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

Sales Business brand

Avantages :

You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Inconvénients :

Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.