G2

TY

Thomas (Bart) Y.

Manager

Computer & Network Security

Mid-Market (51-1000 emp.)

12/8/2016

"I've have two years of implementation experience with Service Cloud"

5/5

What do you like best about Salesforce Service Cloud?

I enjoy the ease of use with this product. The UI is simple and the administrative upkeep for our customers are extremely helpful. I also enjoy the use case for console, which could literally be used in all of Saleforce's applications.

Omni-Channel's Go-Live has also been very beneficial. This needs to happen for lead assignments as well. Review collected by and hosted on G2.com.

What do you dislike about Salesforce Service Cloud?

I would say one dislike of Service Cloud are the costs. Assuming this is everyone's issue in general but legacy systems were quite a bit less than the current Service Cloud offerings. This is typically any customer complaint though. Review collected by and hosted on G2.com.

What problems is Salesforce Service Cloud solving and how is that benefiting you?

The problems resolved in the past currently dealt with cherry picking cases, inability to automatically assign cases out of queues, etc

We were able to do this with Omni-Channel.

At this point we need something associated with project management within the Salesforce ecosystem. Currently using PSA in FinancialForce but looking for other product releases. Review collected by and hosted on G2.com.