Salesforce Service Cloud: Use-Cases, Insights and Reviews | 2024 Cuspera

Name: Salesforce Service Cloud
Brand: Salesforce Service Cloud
Rating: 4.2 (10755 reviews)

4.2 5

★ ★ ★ ★ ★ ☆ ☆ ☆ ☆ ☆

(10755)

Service Cloud: Customer Support & Call Centre Software

AI Powered

Salesforce Service Cloud Overview

Salesforce-Service-Cloud enables customer service teams with AI-powered software solutions. Efficient and scalable service is created for customers to love.

Use Cases

Customers recommend Helpdesk Management, Customer Case Management, Engagement Management, as the business use cases that they have been most satisfied with while using Salesforce Service Cloud.

Other use cases:

Workflow Management
Knowledge Management
Communication Management
Contact List Management
Sales Document Management
Collaboration
Customer Feedback Management

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Business Priorities

Enhance Customer Relationships and Acquire Customers are the most popular business priorities that customers and associates have achieved using Salesforce Service Cloud.

Other priorities:

Increase Sales & Revenue
Improve Internal Communications
Improve Stakeholder Relations
Improve ROI
Scale Best Practices
Improve Brand Engagement
Improve Digital And Social Presence
Improve Efficiency
Build Brand Awareness
Launch New Products
Shorten Ramp Up Time
Improve Visibility
Enter New Markets Internationally Or Locally
Grow Market Share
Increase Average Basket Value
Manage Risk

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Salesforce Service Cloud Use-Cases and Business Priorities: Customer Satisfaction Data

Salesforce Service Cloud works with different mediums / channels such as Phone Calls,

Salesforce Service Cloud's features include Ticketing, Personalization, Dashboard, etc.

Reviews

"Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions?" - Arvind Krishna

Salesforce Service Cloud, Freshservice, Zoho Desk, freshdesk, Zendesk For Service, etc., all belong to a category of solutions that help Help Desk. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Salesforce Service Cloud

Top Industries

Information Technology and Services
Computer Software
Manufacturing

Popular in

Mid Market
Enterprise
Small Business

Salesforce Service Cloud is popular in Information Technology And Services, Computer Software, and Manufacturing and is widely used by Mid Market, Enterprise, and Small Business.

Comprehensive Insights on Salesforce Service Cloud Use Cases

What solutions does Salesforce Service Cloud provide for Helpdesk Management?

Salesforce Service Cloud enables organizations to manage support requests, including email ticketing and communication with multiple agents. It facilitates customer engagement through various channels like social media and integrates with call centers. While Service Cloud offers extensive capabilities, some users have expressed limitations in terms of customization and workflow flexibility.

"...The self-service support center features FAQ's and other documented resources to help our customers help themselves...." Peer review by Will T.

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What makes Salesforce Service Cloud ideal for Customer Case Management?

Salesforce Service Cloud Customer Case Management provides a comprehensive platform for tracking customer issues, managing requests, and resolving problems quickly. It facilitates smooth case routing, offers robust reporting and dashboards for tracking backlogs, and enables case management through various channels, including email, live chat, and phone. However, the user interface for case management and customer details may appear outdated and may offer redundant functionalities.

"...It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices...." Peer review by Verified User, Administrator in Customer Service

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How does Salesforce Service Cloud facilitate Engagement Management?

Salesforce Service Cloud Engagement Management allows businesses to track customer issues, follow up with customers, and gather data through various channels like email, social media, and community forums. The platform facilitates customer engagement through follow-up tasks and communication. It offers analytics and insights into customer interactions. The system's integration capabilities are limited and often require significant effort and expense.

"...It is an easy way to address customer support and built in feature lets us easily manage and creative follow up with the tickets...." Peer review by Anand P, Sr. Technical support executive, Information Technology and Services

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What benefits does Salesforce Service Cloud offer for Workflow Management?

Salesforce Service Cloud empowers users to automate service processes and streamline workflows. It offers the ability to design workflows for diverse scenarios, including internal and external processes, like billing and order processing. Workflows can be customized to meet specific business needs, though their complexity and functionality are constrained by the user's license level.

"...The team needed a rapidly deployed customer service desk solution that could handle a variety of customer types with specific needs and handling workflows...." Peer review by Zach M., Education

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How efficiently Does Salesforce Service Cloud manage your Knowledge Management?

Salesforce Service Cloud Knowledge Management enables organizations to create and manage a knowledge base for customer self-service, providing access through a portal and integrating with cases. Knowledge base integration with cases facilitates consistent knowledge sharing among support staff and customers. The knowledge base's design and navigation can be challenging for users.

"...They have case logging, live chat, and the ability to create a knowledge base for your support staff and customers...." Peer review by Manager in Sales

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74+ more Business Use Cases

11 buyers and buying teams have used Cuspera to assess how well Salesforce Service Cloud solved their Help Desk needs. Cuspera uses 10755 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Customer Testimonials

CUSTOMERS	TESTIMONIALS
Arvind Krishna Chairman & CEO IBM	Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo
Jane Moran CIO Unilever	I want to democratize the development of technology. With the Salesforce platform, we can give the power away to our business community. Testimonial By Jane Moran

CUSTOMERS	TESTIMONIALS
Arvind Krishna Chairman & CEO IBM	Whenever you go through a crisis, leadership has to come to the top. How do we emerge stronger as a business? Can we change the way we work? Can we make quicker decisions? Testimonial By Arvind Krishna
Adam Lavezzo VP, Revenue Strategy & Operations BetterUp	Salesforce allows us to deliver personalization and transformation at scale in ways that we otherwise wouldn’t be able to. Testimonial By Adam Lavezzo
Jane Moran CIO Unilever	I want to democratize the development of technology. With the Salesforce platform, we can give the power away to our business community. Testimonial By Jane Moran

Case Studies

COMPANY	INDUSTRY	CASE STUDIES
KONE Mechanical or Industrial Engineering	Mechanical or Industrial Engineering	Case Study KONE Learn how working with a Technical Account Manager helped KONE deliver innovation faster and streamline its platform operations. Read More
BetterUp Professional Training & Coaching	Professional Training & Coaching	Case Study BetterUp How BetterUp leverages the scalability and flexibility of the Salesforce platform to foster growth. Read More
Baptist Health South Florida	NA	CASE STUDY Baptist Health South Florida Learn how the healthcare provider turns disparate data into a complete patient view at scale. Read More

Video

Scale Service That Customers Love with Service Cloud | Salesforce

Frequently Asked Questions(FAQ)

for Salesforce Service Cloud

What is Salesforce Service Cloud?

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support, based on the company's CRM software for sales professionals. It helps to enhance customer relationships and improve internal communication.

Salesforce Service Cloud helps to rapidly respond to customer needs on any channel, even from home. They reach the customers on the channels they use most, including mobile messaging, web chat, and social media.

It gives agents a complete, shared view of every customer and interaction, provides one-on-one agent assistance by embedding chat support, supercharge the customer experience with AI-powered chatbots, resolve onsite support issues, and many more.

What is Salesforce Service Cloud used for?

Salesforce Service Cloud is a Help Desk Software mainly used by its customers to Enhance Customer Relationships and Acquire Customers by Helpdesk Management, Customer Case Management and Engagement Management .