Salesforce Service Cloud

PROS & CONS

What are the best aspects of this product?

It provides an easy way to provide customer support. Its built in feature lets us easily create, manage and follow up with the tickets.
There is an automatic mechanism for creating messages and generating emails, which really cuts the pace of extensive workloads. Everything happens on a ‘sales and networking’ basis, making the process scalable and very dynamic. I think that SFDC is an innovative solution for every developer (both from small and large businesses) to ensure cloud prosperity for his company.

What aspects are problematic or could work better?

Speed was not that impressive, but I think that depends on the connection too. I get confused around the interface too; since I haven’t been using Salesforce long enough to understand which interface is suitable in a particular case.

What specific problems in your company were solved by this product?

I think it improves our connection with clients. We are adding new features all the time, and we adjust it to any particular need we have.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

Tasks have resulted to larger book sizes of account management a lot more maintained. Nothing will ever go missing/overlooked. Outlook e-mail logs, sales, and account management function a lot better by means of Opportunity Identification tracking. The whole platform on its own can be customized. It's geared to being detailed-oriented to suit your organization's needs.

What aspects are problematic or could work better?

Its console view could use some update. It needs to look visually attractive. Salesforces' visuals look somewhat old compared to their competitors. It also seems like e-mail from Salesforce doesn't appear to be properly formatted. It needs to be improved.

What specific problems in your company were solved by this product?

Simple management of accounts and interaction with clients. Tracking, sales, and closing out the opportunity loop. Integration of client communication. Activity tracking with reporting. Being able to assign tasks to other team members and yourself to ensure you're updated.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

A majority of our primary activity in Salesforce is case management via our wide range of services. Such functionality is built within a console in assisting our team to be efficient in managing large volumes of cases daily. We're also using our knowledge in helping agents to be efficient in resolving issues. We've made numerous automations via worklow and process builder.

What aspects are problematic or could work better?

We were able to develop a community of more than 500 users. We ran through a lot of restrictions during the the customization process. Another issue is how slow it runs. Customization with the console is severely limited. The VF component lacks that "Lightning" look.

What specific problems in your company were solved by this product?

A number of cases have now been managed and documented. Information this time around is now well organized. The advantages here is the fact that less time is being spent on cases. Communication can now be made effectively with our broker via the community.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The tool can be expanded to suit your requirements as well as growth. Depending on how you really want to customize things, Salesforce is capable of serving any organization. When it comes to non-profits, it's able to servie volunteers, HR, and programs. A maximum of 10 licenses are given to non-profits free of charge. This should be sufficient for medium-sized teams.

What aspects are problematic or could work better?

A full-time Salesforce manager or consultant is likely required with this one. This holds true for those in the initial phase of migration/adoption. Salesforce can easily be broken. Triggers are very sensitive if not properly programmed. This can be expensive for non-profits who are budget conscious.

What specific problems in your company were solved by this product?

We're currently using it in managing donors. Salesforce can seamlessly be integrated without dealing with payment and donation services. We're able to run reports on our current donors as well as targeting campaigns. We can spot donors by providing amounts through any time frame. We're able to pull estates, households, trust, funds, foundations, and people; then targeting them via our marketing and development.

Are you a current user of this product?

Yes

PROS & CONS

What are the best aspects of this product?

The flexibility of the platform as well as its simple configuration lets DUFL to make customizations to our service to each customer. We now have support in customer requests. We can create customer profiles which prompts logistics and service operations to the requirements of each customer. Being able to treat our customers as each individual with uniqueness is important to DUFL.

What aspects are problematic or could work better?

Like that of today's powerful tools, its learning curve can be overwhelming. Once you get a fair idea on how Service Cloud really works and how you can start customizing your own system to fit your needs, a number of solution sets are available. Thing is, newbies could end up getting lost with the intricacy. Hence, not being able to maximize the available tools. I also found out that newer users aren't comfortable tinkering with the system.

What specific problems in your company were solved by this product?

With DUFL, we always do our best to excel on every interaction we make with our customers. We're setting out in changing human behavior by means of inquiring our customers to place their trust in us with their materials. Most importantly, it's imperative that we deliver items on time. That way we can help facilitate business while on the road. We're obligated for our customers to offer quality service and ensuring complete trust on our product.

Are you a current user of this product?

Yes