What do you like best?
The highly customisable data capture and workflow factor that comes as 'Standard' on the Salesforce Platform and the visibility that our customers get from the Customer Community, previously we had various bespoke solutions and have migrated to Salesforce Service Cloud successfully.
We now have end - end visibility for internal and external parties alike. From Sales Opportunity to Service Operations, our Sales Team gets to check whats going on with a customer at any particular time before making contact.
What do you dislike?
The cost, if you are looking for a ticketing system solely for Helpdesk or Service Desk use then this is probably not the right tool. The power and benefit comes in when you are also utilizing the Sales and maybe field service side , so you can get the 'single source of truth' data aspect, all reporting, and data is held in one place.
Recommendations to others considering the product
If you are considering a move to the Salesforce Platform then this would be a great additional tool to your suite. It does however require some setup / config to meet your business needs.
What business problems are you solving with the product? What benefits have you realized?
Customisable Data Capture and Workflow: We will have 8 separate Companies, all with very different business needs from a Ticketing system all operating under one system , I do not believe we could of achieved this with any other 'packaged' system for the same cost.
Customer Community: From a system perspective we now have 1 place where our Customers (and account managers) can log/view Cases and see all of there information that we know about them in one place