Field Service Lightning

4 / 5 40 reviews

Who Uses This Software?

Businesses in need of service-as-a-software solution for field services management.


Average Ratings

40 Reviews
  • 4 / 5
    Overall
  • 4 / 5
    Ease of Use
  • 4 / 5
    Customer Service

Product Details

  • Starting Price
    $75.00/month/user
    See pricing details
  • Pricing Details
    Billed annually
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Salesforce Service Cloud
  • www.salesforce.com/
  • Founded 1999
  • United States

About Field Service Lightning

With work orders, you can efficiently track repairs, maintenance, or other work taking place in the field. And work orders are integrated with accounts, contacts, assets, cases, entitlements, and service contracts so you can pull in data across Salesforce. Give your mobile employees access to work orders and other key information at their fingertips. With the Salesforce1 Mobile App, service technicians can use automated processes to support a full range of field activities.


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Field Service Lightning Features

  • Contract Management
  • Customer Database
  • Dispatch Management
  • Inventory Control
  • Job Management
  • Preventive Maintenance
  • Quotes / Estimates
  • Recurring Appointments
  • Routing
  • Scheduling
  • Task Management

Field Service Lightning Reviews Recently Reviewed!

Great issue tracking

Nov 01, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons: some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Salesforce essential for big companies

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros: 1. excellent CRM tools 2. Great analytics 3. Business growth metrics 4. Specific statistics 5. Company profile snapshots

Cons: 1. Expensive 2. hard to get help sometimes 3. More options. 4. Some company employers don't believe in it

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Sep 15, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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Pros: Great tools for call record keeping (calls and all communications) Lead assignment between agents Customer profile creation

Cons: Difficult behind the scenes (leads loading) Working with excel and adding the leads to Sales Force was very particular and difficult

Easy reporting, tracking, and integration

Aug 09, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
Likelihood to Recommend: 9.0/10 Not
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Pros: We use salesforce in multiple parts of the sale/renewal/implementation process. It's been excellent to use a product that has such full integration with pretty much every other tool we need to use.

Cons: You absolutely need Salesforce analysts to fix bugs, maintain the system, and help manage the tool. This is not an easy tool to keep running for an org, but it's worth it.

decent app

Jun 08, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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Pros: App works pretty well, I use this on the rare occasion that I need access to SF and am not on a computer. Interface is (mostly) fast and responsive.

Cons: Not much benefit to using this over the mobile site, at least for my use case. The app may be slightly faster, but not sure it's worth the space on the device.

Salesforce.com

Jan 29, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Salesforce Case management tool is easy to use, configure and the reporting tool is also powerful. I would highly recommend this product.

Pros: It is easy to use, highly configurable and can be administered by the business.

Cons: The license fee is expensive.

Recommendations to other buyers: Great tool to have.

Salesforce review

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I cannot live without Salesforce. I use it daily to manage my prospects and manage my sales. very easy to use!

Project Manager

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Salesforce is a complete platform. Everything you need to make your company shoot for the stars is here. The ease of use and development is an advantage plus its accelerators give so many options to improve other needs

Pros: Ease of customization Ready to use Available accelerators

Cons: Modularized licenses Cost

Salesforce Administrator

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: As a Salesforce Administrator in charge of Sales Operations, I would recommend this product to any industry. It is customizable to meet any business need for all business.

Pros: Customizable

Recommendations to other buyers: Only hire experienced administrators otherwise, you will not find the value you are looking for.

Great tool for customizing reports with ease

Jan 24, 2017
5/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: In the past when I used this product it had many customizable reporting elements that made it very easy to track leads, opportunities and sales with ease

Pros: Security is great, good customer service

Cons: Outages or latency degradation

Salesforce for all

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Comments: I have worked with Salesforce for a number of years, both from a support side as well as an admin side. It is very nice out of the box and very easy to customize where needed. The automation features were always great. I have watched them evolve into some truly amazing features and become easier to use for the masses. I have recommended several companies purchase the platform, including but not limited to the company I currently work for. Each time they make the investment and see all that it can do for them, not just in sales and marketing areas, but also in HR, Project Management and so on, they are amazed and thrilled with their decision. The app exchange just adds the cherry on top of this magnificent sundae.

Pros: I like the flexibility it offers in customizations and configurations. The appexchange also is a huge plus. You can find just about any addon you may need, and often times can even find a suitable solution for free.

Cons: The two biggest drawbacks I have noticed are the following: The inability to use custom fiscal years in the new forecasting. The inability to keep the side panel open when choosing a new contact in the lightning version of Salesforce for Outlook.

Recommendations to other buyers: My best advice to companies interested in purchasing Salesforce is to work closely with their internal teams to identify and shore up your in-house processes before diving in. Put the effort into cleaning up current data and planning the transition with a good qualified consultant. Adoption is driven from the top down. The company heads and managers need to embrace the platform, get educated on it and use it so they can drive the adoption of their employees and answer questions as they come up.

Different look, same Salesforce

Dec 16, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 4.0/10 Not
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Pros: Easy to setup, fast way to manage cases, email-to-case & omnichannel.

Cons: ServiceCloud seems to just be a skin (a different way of viewing cases) I find myself switching back to Salesforce Classic often to make admin changes or view objects/apps that are not yet supported.

Overall: We recently implemented ServiceCloud for our organization mainly for handling support cases and implementations. ServiceCloud does come with some added features, however, it is essentially a skin for Salesforce I have. To be honest, it does get confusing and sometimes annoying having to switch from Salesforce Classic to the Service Console. It would be nice if there was a setting to make everything open within the Service Console view.

Overall it seems like a half-finished product. There are some objects/features that are not optimized for the Service Console or lightning view yet. We have tweaked it enough to meet our needs and I am excited to see where it goes.

Recommendations to other buyers: You most likely do not need consultants to implement ServiceCloud if you already have a Salesforce org. It is really simple to setup.. mostly configuration that can be done by an admin.

Ease Engagement with Customers

Dec 14, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Comments: Customer engagement becomes easy by using Salesforce service call center. Helps to supports customer with proper information immediately whenever needed. Track of all the services provided through case management.

Pros: Useful to track of all the service provided userfriendly Interface is really good

Cons: price is high as compared to other vendors

Recommendations to other buyers: Good product

Another good feature of Salesforce

Dec 13, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Good functionality

Overall: It is Transforming company's service and it functions with Service Cloud. Deliver connected service wherever our customers are. Give our agents the power to review customer from the easy-to-use Lightning Console, so they can close cases faster and keep every customer happy.

Salesforce continues to improve Service Cloud

Dec 09, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very easy to implement with a focus on team collaboration and giving a 360 degree view of the customer. Improvements are continually a priority and with the new Salesforce Einstein, using Artificial Intelligence this product will some be a game changer for businesses

Cons: Can be a little pricy but you get what you pay for, and the customisation is limitless

Overall: Great Cloud product with a focus on team collaboration and managing your businesses services on one screen. They have recently updated the UI interface and modernised it, making it more easy to implement with support on all devices. Case management and CTI Integration is easy and great, allied with newer products to the market like Lightning Field Service, this product will only get better

Service makes easy with use of salesforce service cloud

Dec 08, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: It helps to resolve queries and provide suggestion much quickly and more effectively. Smooth functionality having all details of the customer in one particular software. Customer satisfaction is the key motive.

Pros: 1. Customer generic 2. Knowledge base articles. 3. Connecting with social media websites like facebook, twitter etc

Cons: 1. Salesforce software is costly than other software in the market. 2. One has to be trained so to understand all the bits and pieces of the software

Recommendations to other buyers: Salesforce Service cloud is a cloud-based application running on SAAS module. It's very scalable and very secure.

Service Cloud Lightning Experience

Dec 05, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Great Experience. Yet need improvements. We need to build components currently for basic features in classic layout. Yet it is simple.

Well worth the money!

Nov 17, 2016
5/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: I started using Salesforce when I first started my insurance business about 3 years ago. While shopping around for CRM's, I came upon it and selected the Manager version, which was the cheapest at the time. This is WAY lower than the other insurance CRM's on the market. So far it's working for my office and I would recommend it to anyone needing a CRM (just Salesforce Manager version)

Pros: Accessibility: both on desktop and mobile app, very reliable User management: easy to add user Tech Support: very friendly and professional (too technical sometimes)

Cons: Set up: features are hard to set up. I had to Tech Support a couple of times for help. Reliabilitly: This is just one example. My producer changed one field for one client and it changed that same field all the clients. Don't know why. Has yet to call tech support to fix it. Task management: monitoring tasks assigned to users requires running a report. If I assign recurring tasks to my user the report will return the recurring tasks in the future which isn't very useful. It'd be great if there's a quick popup where I can see the reminders/incomplete tasks of my user. Tech Support: respond time too long

Recommendations to other buyers: Conversion: My husband was able transferred his client info from Outlook to Salesforce. Took a little effort since the fields are different, but it worked. Product: Salesforce is not marketing this version in their product line any more, probably because they don't make much money on this. You need to call them to make this order.

Amazing way to run your Services

Nov 16, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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.

Pros: It does help service my clients and that translates into sales, easy to use and understand

Cons: I really love Salesforce and I don't have anything I dislike.

Recommendations to other buyers: It takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

Salesforce

Oct 27, 2016
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: We use it for everything but onboarding. The Counselors and Management love it.

Pros: You can adapt it for almost anything.

Cons: Tough for the technology challenged.

Recommendations to other buyers: Try it!!!

Salesforce.com Service Cloud Strengthens Customer Focused Account Management

Oct 27, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Comments: SFDC's Service Cloud enable's me as an account manager to quickly pull up customer cases to address issues with customers in real time. This is especially helpful when used with the SFDC mobile app. The integration with SFDC Sales Cloud allows me to get up to speed on customer cases and issues so that I can improve the customer experience from an account management perspective and work directly with the support team to help resolve issues. This solution has enabled me to provide quick insight and solutions to my customers, that used to take days or weeks to research.

Pros: Integration with CRM and real time data. Ability to view customer cases from mobile device and communicate with services support team through chatter.

Service Cloud Lightning

Oct 24, 2016
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: Since Lightning is still pretty new to the market, I gave the Features & Functionality a 4 out of 5. Only because there are still pieces of functionality that need to be updated to Lightning to make for an overall excellent experience in Salesforce. Other than that, works like a dream.

Comprehensive Solution

Oct 06, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: Good platform on a solid and widely used platform, not as many customizable options as we would have liked. More expensive than several other options we explored and numerous options didn't suit our business specifically.

Everything is great except the business inteligence

Oct 04, 2016
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: I have been using Desk.com for over a year now. We use this for our support center for our company. There is a page embedded right into our website that acts as a portal for all our support and warranty needs. The program is great for organizing and handling all of our needs when it comes to keeping track of service cases and warranty cases.

Pros: Ease of use and set-up, ability to customize as needed.

Cons: Business intelligence or reporting is horrid. Have to use a third party program to export all of the data to create reports on the fields that you can create within the program.

Recommendations to other buyers: Great opportunity to explore if you don't mind using a third party to do all of your reporting.

We have just implemented

Sep 22, 2016
4/5
Overall
3.5 / 5
Ease of Use
4 / 5
Features & Functionality
4.5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Very straight forward yet powerful, particularly on the desktop version. It is a major plus for us that it can work off-line. The reporting is incredibly helpful and easy to use.Overall very satisfied with it and we feel like we are just scratching the surface.

Cons: The mobile app needs some more work. (There are some inconsistencies in use between the desktop and the mobile). Other thant that we find no major flaws with the product.

Recommendations to other buyers: In terms of value might be the best one around. Other options we evaluated were either too expensive for a small-scale operation such as ours or very limited in functionality.

Sales Force Review

Sep 15, 2016
3/5
Overall
1.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
3.5 / 5
Customer Support
2.5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Sales Force CRM can be very useful when you have the programming knowledge to build it out

Cons: You must build it out yourself. It would be better if it came with various functions and tasks already built.

Recommendations to other buyers: This can be a great tool but you need to be willing to invest the time necessary to customize it

Used this product for over 2 years now and love it

Sep 14, 2016
5/5
Overall
4.5 / 5
Ease of Use
4.5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The service is great. Any time there's an issue, the salesforce team is quick and easy to reach. They can remote access in to help out with issues too if you can't rectify your problem over the phone. In addition, the software has so many resources. You can manage individuals' profiles easily and load tons of information into them so everything is in one easily accessible location.

Cons: There is a lot going on in the software so it takes a while to get familiarized with everything and develop your own style of keeping records.

Recommendations to other buyers: It's a little on the pricier side but if you have a lot of information and want a great efficient way to manage it and reduce physical unorganized files laying around, then this is an amazing tool. The time you save by utilizing this software will ultimately help you develop your business at a quicker rate.

Vice President

Sep 14, 2016
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: I most like the flexibility in using this product. I have enjoyed being able to customize the products according to my business.

Cons: I most dislike the time involved in set-up and customization.

Recommendations to other buyers: I would recommend that others evaluating software have dedicated a point of contact with Salesforces adminstrators.

Can't go wrong with Salesforce products and services

Sep 09, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Integration with Salesforce obviously makes this product easy peasy to use. Further, it makes it easy to extract as much value as possible.

Cons: I haven't encountered any problems with this product. As for the vendor, I've never had any problem getting issues resolved when I need to call the Salesforce folks. They are typically very timely and friendly which is appreciated.

Recommendations to other buyers: Salesforce really is a one-stop shop solution. If you manage a very small business perhaps the investment isn't for you, but if you have a sales team of any capacity (let's say 3 or more) you really can't go wrong with Salesforce products.

A little more technical than I thought

Sep 09, 2016
4/5
Overall
1 / 5
Ease of Use
3.5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: I loved the fact that I can keep most of all my customer service in one spot. It does help service my clients and that translates into sales.

Cons: It was not easy to implement, we needed a lot more technical knowledge than we had. We did find a way, with help from a friend. I would like to see more app integration

Recommendations to other buyers: if you have html or coding knowledge this will be a breeze to set up and because of that you'll enjoy it from the get go. If your not good it'll get frustrating, and by the time you're ready to use it, you might not be as excited to use it.

So many ways to provide great customer service!

Aug 30, 2016
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have actually used variations of the Service Cloud package during several engagements with different clients. It is great that Salesforce covers so many options. Depending on how your business' clients typically interact with you, you could configure self-service options like community forums and FAQ's, or you could setup support via social media or even live chat. The key is to figure out which is the most efficient and responds best with your clients.

Cons: Once again (I say this because I have tried sharing my insights on Salesforce sales and marketing packages as well), I really love Salesforce and I don't have anything I dislike.

Recommendations to other buyers: Use service cloud to its max by setting up at minimum a self-service option. This makes the most sense in terms of efficiency. Then decide which other method makes the most sense for your business that allows you to quickly and effectively communicate with your clients and service their issues or concerns.

Get out what you put in

Apr 13, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support

Comments: My company recently went live with a Salesforce implementation to improve our net new prospecting efforts, and our customer mining capabilities and analysis. The software is very comprehensive and easy to use, adoption was not the main struggle. What we found was that viewing our collective customer information in a centralized hub like Salesforce revealed exactly how much information we were missing from our customer base. We now have the right platform to organize and maintain the crucial account data that makes our sales people successful. The moral of this story is sometimes it takes a new perspective to instigate necessary change. Salesforce has given us that perspective. We now have the happy problem of entering much more data on our customers than we ever have before, and this will lead to great things for our sales team.

Salesforce Service Cloud is Universal

Mar 09, 2016
3/5
Overall
3 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Comments: I have used Salesforce at work for multiple tasks ranging from creating account directory for merchants and customers to building detailed pages for several products to be processed for website publishing. One of the problems we were trying to solve is how to maintain a big directory platform of information and increase work efficiency to achieve the goal in establishing a large database of suppliers, vendors, and customers. So far, the software has met expectations in providing a good platform to maintain interior work operation and assisting customer's inquiries.

Pros: Professional interface, A lot of features to utilize to process work, Collaborate users as a team to work on different sections on a large platform

Cons: It is not exactly simple layout because of the populated information fields presented but once one understands the outline of the page- it would be easier to navigate. For beginner users- it's best to go through tutorials found in the Help section or have an experienced user provide an overview. There might be some technical glitches in processing the next page when there are other users attempting to add/delete information. Perhaps a notification to another user when the page is free to edit would be helpful.

Valuable Time Saver

Mar 08, 2016
4/5
Overall
4 / 5
Ease of Use
5 / 5
Customer Support
5 / 5
Value for Money

Comments: I've used this app primarily while conducting marketing efforts. It has been particularly valuable to me as I previously had to contact one of my analysts in the office to provide information on upcoming meetings/contacts. Now, I am able to easily pull the data and log info myself - cutting out the middleman.

Pros: It's easy to use and very intuitive. I've only used customer service once, but found it very helpful.

Cons: I have no major issues with the app at this time. So far, it has been a real time saver and always for adoption by the entire organization.

Clouddy?

Mar 04, 2016
3/5
Overall

Comments: Standard SFDC platform, doesnt do all that you want it to do but it gets the job done and gets your organized. I think it's a bit pricey but everything with Sfdc is pricey.

Pros: the interface is pretty easy to use

Cons: not always obvious how to figure stuff out

Great potential

Mar 04, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Customer Support
3 / 5
Value for Money

Comments: This is a great cross-platform tool that is easy to implement. It's robust enough to get pretty complex with processes, but unfortunately there is a learning curve to this kind of customization. The price is a bit high, especially if you're not taking advantage of said customization.

Pros: Easy to implement, supports all devices, customization

Cons: a bit pricey, you really have to 'learn by doing'

Salesforce Service Cloud as Help Desk

Mar 02, 2016
4/5
Overall
4 / 5
Ease of Use
3 / 5
Customer Support
4 / 5
Value for Money

Comments: Salesforce Service Cloud across a wide range of social media sites. The data is then presented in an easy to digest form showing how many people had positive and negative experience with Salesforce Service Cloud. With that information at hand you should be equipped to make an informed buying decision that you won┬┐t regret.

Pros: Salesforce Service Cloud clearly changes the way you address customer issues and provide resolutions. Listed are just some of the good things that make Salesforce Service Cloud a good choice: Offers users with a single platform which they could use to deliver immediate and reliable customer service. Allows companies to engage their customers and deal with their issues on a multitude of platforms (knowledgebase, service centers, social media, etc.) Mobile connectivity lets users access Salesforce Service cloud from almost anywhere at anytime of the day. Personalized service gives your customers a topnotch experience that is not offered by other customer service platforms and solutions. Predictive support helps the system resolve issues even before they happen. Agent collaboration allows customer service staff to collaborate and discuss problems and escalate matters to the experts to close cases faster. Service Cloud Communities redefine

Cons: The Service Cloud, like other Salesforce.com solutions, can be relatively expensive compared to other Software-as-a-Service CRM products available on the market. Salesforce.com does not offer a Service Level Agreement unless the customer requests one, and SLAs often fall behind the guarantees of other CRM providers. If businesses are seeking a broader solution that covers other back office processes, such as accounting, Salesforce.com products like the Service Cloud lack such features.

Salesforce and I

Mar 02, 2016
4/5
Overall
3 / 5
Ease of Use

Comments: I primarily use Salesforce for Case management. For the most part it is very intuitive, and customized for our business. I do not work directly with Salesforce, but with my employer for any system issues. I find a few processes clumsy and too many clicks, but for the most part it compliments my daily responsibilities.

Cons: Too many clicks and creating your own reports is not all that intuitive. I'm a new user and require assistance anytime I need a new report or filter on my queue.

Usability and functionality are top-tier.Usability is top notch!

Jan 14, 2016
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Salesforce has created a product that is an industry leader in the CRM field, and this product is not far from that. Managing customer needs on another interface is typically difficult, but this software simplifies the customer relationship process. It makes interactions more seamless for both customer and provider alike.

Cons: Learning curve can be steep for the uninitiated with Salesforce. Responding to complaints can be cumbersome.

Recommendations to other buyers: As with all software, it takes time to learns the ins and outs of the system. Allow for at least 2-4 months of use to evaluate.

Salesforce Case Management

Mar 06, 2015
4/5
Overall
3.5 / 5
Ease of Use
3.5 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: It's fairly easy to use and intuitive. I like how it is clear on what you need to enter when submitting a case.

Cons: In our company's version, it requires too many clicks and restrictions on what you can do next.

Recommendations to other buyers: Companies need to watch for over customization. It can make the product very restrictive.