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Salesforce Service Cloud 2023 Review: What’s Hot and What’s Not


tech74

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Service Cloud is the contact centre solution from software-as-a-service (SaaS) giant Salesforce, whose other product lines include Slack and MuleSoft.

The Service Cloud platform supports multiple communication channels, including WhatsApp and Google Apps.

Paid upgrades offer exceptional customization of every product tier's features.

This review was written for small business owners who want to implement Salesforce Service Cloud to manage their contact centre software.

Cloud-hosted software offers flexibility. Salesforce Service Cloud is the most customizable of all contact centre software platforms. Although the number of upgrades available will be daunting for newcomers, it will delight companies that have been in business for years and want to consolidate their multichannel communications on one platform. Service Cloud scores well in after-sales and community support. 

 

We were impressed by the number of resources available to customers, including the 87,000 suggestions and recommendations on the online Idea Exchange platform. We were also impressed by the prominent display of Salesforce's telephone number online. This transparency may be something that rivals such as GoTo Contact Center might want to consider. 

 

Salesforce Service Cloud Is the Best for Customization

  • An annual contract for a Service Cloud package will cost you between $25-300 per user per month. These pricing options indicate the wide range of Salesforce Service Cloud packages. The most affordable platform is available for small businesses that need essential web chat functionality and omnichannel routing. Enterprise clients who require advanced reporting and offline access may upgrade to a premium platform.
  • Even if you are on the highest Unlimited tier, many pricing options exist. You can also integrate with Amazon Connect and get partial sandboxing and agent training on-demand. Salesforce Service Cloud's many options allow for customized solutions to meet any niche needs. It impressed us. The Einstein AI system is our favourite, as it suggests the best solutions to problems or issues. Intelligent automation extends to drag-and-drop flow builders for approvals and actions.
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Pros

    • Salesforce Service Cloud provides customizable packages that you can adapt to your business.
    • Salesforce offers extensive online support.
    • Salesforce Service Cloud integrates with other Salesforce utilities.

Cons

    • Selecting your package can be difficult and time-consuming.
    • Automation tools for process automation may not be accessible to less technical users.

Usability

  • Although the Service Cloud's vast array of features may seem overwhelming, the main interface is easy to use. The agent dashboards provide critical information in a single workspace, including incident management tools and milestones. Their dashboard allows agents to accept an issue and initiate guided workflows using third-party systems. They can also request assistance from managers and colleagues.
  • Advanced functionalities can be set up easily. We were impressed by the ease of guided workflows. They use a simple point-and-click interface, reusable building blocks, and can automate complex processes. Natural language processing can identify common customer questions and create chatbot support in just a few clicks. Machine learning can also facilitate triage workflows and route issues to the appropriate queue or agent. These functions feel basic processing and are done visually without any code, allowing Service Cloud to expand its functionality beyond that of other competitors.

 

 

 

 

 

Edited by tech74
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