There is a wide range of different help desk systems and picking one that would address all your needs can be a hurdle. Each tool offers something that others don’t and only few can actually deliver on these promises. Which brings us to the next key question, what is Salesforce Service Cloud and should you use it as your daily driver? Find out this and more in our in-depth analysis.
Salesforce Service Cloud — It’s a help desk that was specifically designed to help young and veteran business institutions to gain a faster and more reliable case resolution system. The key philosophy behind this tool is that it aims to deliver a smarter service which in turn allows you to have a 360-degree overview of your consumers. With it, you can address problems across a wide range of different channels, as well as improve customer satisfaction thanks to the included knowledge base functionality.Another vital component of Salesforce Service Cloud is its ability to empower your agents by giving them visibility and options. Thanks to the computer-to-telephony integration (CTI) system, your employees are able to hasten handling times of consumer calls, as well as they are able to solve problems much easier due to having an increased amount of details about the issue in the first place. Yes, with Salesforce Service Cloud, your salesman will have a much better time understanding your customers as all the information about your customer will be presented in an easy to digest manner. Essentially, you will know who are your customers, where did they find out about you, what products they own, and what are their pain points.And it’s not just about you knowing about your install base, consumers will have their expectations in place thanks to the included Service Level Agreements (SLAs). By having this functionality, you will not only deliver a more personalized experience but provide the right level of service. Aside from improving your service, Salesforce Service Cloud allows you to gather valuable feedback. Indeed, if there’s one thing any business needs to know for sure, is what their consumers think about the service/product. With Salesforce Service Cloud on your side, you can expect to get detailed reports, helpful insights, and good approximations.
Overview of benefits
As mentioned previously, the Salesforce Service Cloud is a help desk that can tackle multiple issues at once. Here are some of the most prominent benefits one will get as soon as they start using the Salesforce Service Cloud.A Mini Call Center — As stated in our overview, Salesforce Service Cloud has a very robust computer-telephony integration (CTI) system. The key takeaway from this functionality is that you don’t need extra software to receive calls in huge volumes, as well as you don’t need extra hardware. Another important benefit of this feature is that everything is in one place, meaning that your workflow is significantly streamlined.Softphone Utility in Service Cloud Lightning. Source: TrailheadAs for the feature itself, with it, you can view a full profile of the customer before you pick up the phone. In the profile section, you can see what items your customer has bought and what issues he might have. This will allow your agents to provide a better service as they will know exactly what to assess. Finally, the last important feature of CTI is that it logs all call and you don’t have to take notes manually. All of this will result in enhanced agent productivity and higher consumer satisfaction.Assess Social Media Cases — It’s no secret that the majority of consumers are not only active internet users but profound social media experts. Indeed, most of your consumers are on every popular social media channel. Be it Facebook, Twitter or Instagram, providing a way for your customers to contact you is critical. Thankfully, Salesforce Service Cloud provides this possibility as with it, you can easily answer, resolve, and ask about issues without the need to open multiple websites.Service Console with cases coming from different channels, including social. Source: TrailheadIndeed, all this can be done in a single tab inside Salesforce Service Cloud. The information presented in this social media tab is not only easy to read but features labels and priorities, making it easy to digest. All issues, reports, and questions can easily be transformed into a chat, email, or even phone conversation. This is a very helpful tool that all help desk should have.Unified Access To Information — As the name suggests, those who opted to use Salesforce Service Cloud can expect an easy way to access all kinds of information. Be it customer profiles, call duration, and even conversation logs, in just a few clicks you can access all this information.An example of a ticket view in Service Console. Source: Trailhead.This will boost your agent productivity as they won’t have to spend precious consumer time just to find one small detail. Having an information hub that is just a few clicks away is not only convenient but provides you a competitive advantage due to the fact that your business will have a much better and faster service. Also, using this hub, you can provide support across all kinds of channels. Essentially, your customers don’t need to jump from one site to another to get the right answer.Streamline Customer Service — All menus and features were made with speed and quality in mind. This means that all your efforts to solve consumer issues will not only be fast and of high quality but won’t exhaust your agents. Be it the main dashboard or an individual chat, your agents can solve issues anywhere they like as everything will be tied to a single ticket. That’s right, you don’t need to manually include information about certain activities into the ticket as everything is automated. Each activity can also be configured to appear in the general newsfeed which can ease the process of managing remote teams, and it’s not just your teams, you can even set up a consumer feed so that your agents could easily collaborate between one another.Customization of the user interface in Service Cloud Lightning. Source: Trailhead.Mobility — Just as your customers, Salesforce Service Cloud is mobile. Included in the standard package, you get a robust mobile application that is not only powerful in terms of features but super intuitive. From managing new queries to assigning tickets, the app provides a solid experience that will get the job done no matter who uses it. All menus, all features, all reports are easily accessible and do not require previous experience whatsoever.
How to get started
When it comes to using the Salesforce Service Cloud, it’s pretty straightforward. For starters, it does not require any kind of installation process, nor does it need any kind of configuration. You simply register an email address, specify what kind of account this is (i.e user or administrator) and proceed to the payment.Once you’ve managed to sort the payment, you can create roles and permissions and start inviting new people to your working space. The procedure is pretty simple as all you have to do is click on the “New User” button in the “Users” menu and your good to go. The person will receive an automated message where he/she will be told what to do. Now that you have people on board, you can proceed to the ticket creation process. To make a new ticket, head over to the “Cases” menu and hit “Create Case”.Creating a new case from the Service Console. You will see a bunch of different fields that you can fill in later. What you should do, is locate the assigned field and select the right specialist.This is just a small section of the whole system and there is a lot of different things you can set up or adjust.
As for technical details, Salesforce Service Cloud is pretty good as it supports a massive array of different devices and operating systems, as well as it has a plethora of languages right out-of-the-box. It can fit practically in any kind of organization and the key deployment method is cloud-hosted, meaning that you don’t need a dedicated server room for it to operate. Here are the key tech points Salesforce Service Cloud has:
When it comes to integrations and marketplaces, the Salesforce Service Cloud has a few options.Appexchange homepage with Top categories and sponsored solutions for your Service Cloud integrations. Source: SalesforceFirst things first, there’s the open API system that lets you hook the tool to practically anything you want as long as it’s not outdated. As for more conventional methods, we have a bunch of integrations straight out-of-the-box. Among the most notable ones are the following:
Salesforce Service Cloud
Oracle Service Cloud
Keep in mind that these aren’t the only ones and some of them require you to use a third-party tool. But all in all, the amount of possible connections is quite impressive. As for a marketplace, Salesforce Service Cloud doesn’t have a dedicated one but the company provides a few native integrations (i.e Salesforce CRM).
The company offers five distinct tariff plans that aim to solve different problems in different scales. Essentially, each tariff is designed for a limited set of people (except for the latter one) and a specific problem/goal. Here’s what each of them offers:
Salesforce Essentials ($25)
As the name implies, this is an essentials pack. It has everything a standard help desk system has and adds a bit more. Specifically, those who opted to use this tariff can expect in-app tutorials for both you and your customers. Facebook, Youtube, and Twitter integrations. And finally, once you outgrow this plan, you can easily transfer everything to the new plan.
Lightning Professional ($75)
This tariff is much more complete compared to the previous option. It has everything the Essentials tariff has and adds customer issue tracking possibilities, real-time business insights, and most importantly, the ability to customize reports and dashboards. Generally speaking, this is a very compelling package and it’s no wonder most organizations opt for this one.
Lightning Enterprise ($150)
This package was designed with Enterprise level companies in mind. This is clearly reflected in its functionality because with it you can handle complicated case requirements and differentiate agent expertise. Aside from this, this tariff also has advanced automation options that aren’t available on previous plans. With this package, you can schedule reports, as well as modify the standard templates to get more personalized results.
Lightning Unlimited ($300)
The ultimate experience, this tariff is the best the company can offer and suffice to say, it’s amazing. To begin with, you get the ability to modify and adapt your Service Cloud Lightning experience, as well as scale consumer service processes. Another key component is that you can setup Live Agent Webchat which will allow you to provide better service. In addition, you get unlimited training and 24/7 toll-free support. Finally, admins get a number of sandboxes to test things out before releasing them live.
The company offers a free trial for everyone and it is based on the Professional tariff. As of the time of this writing, the trial is 30-days long and by the end of the trial period, you can pay for whatever you like and transfer your stuff to the new place.
Overall, most users cite the fact that Salesforce Service Cloud is pretty good in terms of the user interface. The menus are well aligned and each tab is visible even when the amount exceeds ten. Also, many users state that the tool is good in terms of configuring automation. Most state that each rule is well explained and the online documentation is great. Lastly, some people cite that Salesforce Service Cloud can be slow and that many things aren’t as snappy as they should be. But overall, Salesforce Service Cloud is good for the money.
Freshdesk — Comparing Salesforce Service Cloud to Freshdesk is not only easy but fair. For starters, both tools have a similar price tag, as well as provide practically the same amount of features per plan. Yet, in spite of all these similarities, Salesforce Service Cloud supports more languages and has a bigger list of integration options. As for Freshdesk, it is much faster in certain cases which can be a determinative factor for some. Overall, both tools are good, and no matter which one you pick, you’ll be fine.Samanage — If there’s one significant drawback Samanage has, it’s the fact that it supports only one language. This severely limits the systems reach and can serve as a barrier for newcomers. But not all is bad as Samanage has a few cool integration options, namely, the ability to hook it up with another help desk (for example, Zendesk). This functionality makes B2B collaborations so much easier. Salesforce Service Cloud doesn’t have this functionality and setting up such a system using the API system is not only long but cannot guarantee that everything will work.Zendesk — Looking at both tools, it’s clear that Salesforce Service Cloud is the better option. The reason why Salesforce Service Cloud is better is the fact that the system supports more languages, devices, and has more integrations. Another key advantage is that Salesforce Service Cloud has more report options and the general analytics system is better. As for Zendesk, the only advantage it has is that it is significantly cheaper and has better options for work with freelancers.
Auto Bcc, Bulk actions, Canned forms, Contextual Workspaces, Custom & Group Views, Dynamic content, Email signatures, Filtered Search, Keyboard shortcuts, Macros, Mobile app, Multilingual (Multiple) content, Personal canned responses, Private Comments within tickets, Restricted conversation views, Shared canned responses, Skills-based routing
Contact Form, Contacts & Accounts Management, Contacts & ticket history, Custom user and organization fields, Customer 360, Customer Lists, Customer profiles, Group contacts by organization, Identify contacts using external ID, Organization profiles
Help desk automation
Auto reply, Automatic ticket assignment using Dispatch'r, Custom business rules (triggers & automations), Event-triggered workflow automations, Round robin ticket assignment, Time-based Rules, Time-triggered automations, Workflow automations
Help desk management
Business Hours, Custom status, Custom ticket fields, Multiple Ticket Forms, Premium Sandbox, Sandbox test environment, Service Level Agreement (SLA) management, Set your Time Zone, Ticket file attachment size, Ticket sharing
Approval Workflows, Auto-suggest Solutions, Form templates, Task Management
IT Asset Management (ITAM)
Asset Lifecycle Management, Contract Management, IT Inventory Management, Managed Assets, Purchase Order (PO) Management, Warranty Information
301 Redirection, Article Versioning, Community forums, Help Center insights, Knowledge base, Related articles, Rich text Help Center articles, SEO, Unlimited data
API rate limit, Cloud telephony integration app, Custom objects, Email integration with Outlook, Endpoints, Google Apps (G Suite), Integration with Atlassian Jira, Integrations, Private custom apps, Public apps (Marketplace), Slack integration, Zapier integration
Data Storage Per User, Documents, File storage per User, Omni-Channel Supervisor, Sequence queues
Reporting & analytics
Advanced Insights, Agent Dashboard (Agent Scorecard), Analytics, Custom Reports, Export reports, Google Analytics for Help Center, Helpdesk in-depth report, Overview dashboard, Save reports, Team Dashboards, Ticket lifecycle report
Ability to configure for HIPAA, Advanced password policy for agents and customers, Audit logs, Content Delivery Network, Custom roles and permissions, Custom SSL certificates (default free), Data center location, Digitally signed emails (DKIM/DMARC), Disaster recovery, Domain Whitelisting, Encryption: data at rest and in motion, Field-Level Access Control, GDPR compliance, Network access restriction (IP Whitelisting), PCI compliance (Level 1), Privacy Shield and Safe Harbor compliant, Single sign on with SAML, Single sign-on (SSO) for web and mobile, SPF(Sender Policy Framework), SSL encryption, Two-Factor Authentication
Support for organizations
Calling, Email Support, Facebook, Live chat, Multibrand Support, Phone Support (in English), SDK, Support Bot, Twitter, Web Widget
Custom Email Templates, Email tickets, Outbound email, Outgoing SMTP settings, Public and private notes in tickets, Satisfaction surveys – Customizable, Spam filtering, Support workflow, Ticket export, Ticket templates
Announcements, Automatic sitemap generation, Community forums, Multiple currencies, Notifications, Unlimited End Users, Voicemail integration