Epic offers a suite of medical practice management and EHR software.
N/A
Salesforce Service Cloud
Score 8.6 out of 10
N/A
Service Cloud is a customer service platform that helps businesses manage and resolve customer inquiries and issues. It provides tools for case management, knowledge base, omni-channel support, automation, and analytics, enabling companies to deliver exceptional customer service experiences.
$25
per month
Pricing
Epic
Salesforce Service Cloud
Editions & Modules
No answers on this topic
Starter Suite
$25
per month
Professional
$80
per month
Enterprise
$165
per month per user
Unlimited
$165
per month per user
Unlimited+
$165
per month per user
Offerings
Pricing Offerings
Epic
Salesforce Service Cloud
Free Trial
No
Yes
Free/Freemium Version
No
Yes
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
—
More Pricing Information
Community Pulse
Epic
Salesforce Service Cloud
Features
Epic
Salesforce Service Cloud
Billing and Claims Management
Comparison of Billing and Claims Management features of Product A and Product B
Epic
8.5
7 Ratings
12% above category average
Salesforce Service Cloud
-
Ratings
Real-time eligibility verification
8.56 Ratings
00 Ratings
Claims management
8.56 Ratings
00 Ratings
Coding
8.57 Ratings
00 Ratings
Patient billing
8.57 Ratings
00 Ratings
Financial Reporting
8.56 Ratings
00 Ratings
Patient Scheduling
Comparison of Patient Scheduling features of Product A and Product B
Epic
8.2
7 Ratings
5% above category average
Salesforce Service Cloud
-
Ratings
Rule-based scheduling
9.07 Ratings
00 Ratings
Automated appointment reminders
10.05 Ratings
00 Ratings
Automated patient check-in
8.05 Ratings
00 Ratings
Multi-location support
9.06 Ratings
00 Ratings
Calendar interface
5.06 Ratings
00 Ratings
Electronic Medical Records
Comparison of Electronic Medical Records features of Product A and Product B
Epic
8.9
7 Ratings
21% above category average
Salesforce Service Cloud
-
Ratings
Charting / document management
9.57 Ratings
00 Ratings
Templates
9.57 Ratings
00 Ratings
Patient portal
9.07 Ratings
00 Ratings
Mobile/tablet support
8.57 Ratings
00 Ratings
Fax integration
9.05 Ratings
00 Ratings
Integration with other EMR and PM systems
8.07 Ratings
00 Ratings
Workflow automation
8.55 Ratings
00 Ratings
Speech recognition
10.04 Ratings
00 Ratings
Customization
8.07 Ratings
00 Ratings
E-prescribing
9.57 Ratings
00 Ratings
Medical Security and Privacy
Comparison of Medical Security and Privacy features of Product A and Product B
Epic
9.6
7 Ratings
15% above category average
Salesforce Service Cloud
-
Ratings
HIPAA compliance
10.07 Ratings
00 Ratings
Role-based permission levels
9.57 Ratings
00 Ratings
Data backups and redundancy
9.57 Ratings
00 Ratings
Local mode / networking failsafe
9.57 Ratings
00 Ratings
Workflow and Scale
Comparison of Workflow and Scale features of Product A and Product B
Epic
8.2
7 Ratings
8% above category average
Salesforce Service Cloud
-
Ratings
Task tracking
7.57 Ratings
00 Ratings
Specialty-specific workflows
7.57 Ratings
00 Ratings
Multi-office / multi-physician capabilities
9.57 Ratings
00 Ratings
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
Epic
-
Ratings
Salesforce Service Cloud
8.8
78 Ratings
7% above category average
Organize and prioritize service tickets
00 Ratings
9.276 Ratings
Expert directory
00 Ratings
8.454 Ratings
Subscription-based notifications
00 Ratings
8.964 Ratings
ITSM collaboration and documentation
00 Ratings
8.261 Ratings
Ticket creation and submission
00 Ratings
9.176 Ratings
Ticket response
00 Ratings
9.075 Ratings
Self Help Community
Comparison of Self Help Community features of Product A and Product B
Epic
-
Ratings
Salesforce Service Cloud
8.8
73 Ratings
10% above category average
External knowledge base
00 Ratings
8.764 Ratings
Internal knowledge base
00 Ratings
8.971 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Product A and Product B
Epic is very good on the medical side and continues improving mental health and dental care. Having integrated telehealth via Zoom was a game-changer. During COVID, it was vital to have telehealth options and to ensure it was completely HIPAA Compliant and easy to document inside their health record.
It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with
There are doctors' notes templates with prepopulated fields in them. This saves a lot of time.
Epic sends medication orders to pharmacies electronically so that we do not have to call. This saves a lot of time.
Epic has a Secure Chat feature via which we can send HIPAA protected messages to any employee with the patient's name and record attached.
It has a PDMP link. We can look up what controlled medications such as opiates patients have been prescribed and by whom.
It links to MyChart, which is a platform via which patients can look up their own information without them having to call the doctors. This saves a lot of time.
Visual Updates: While Epic is constantly improving the user experience, there are a few features that still need a design refresh. While this does not effect functionality, it does have an impact on user perception.
Ordering: While placing an order for a physician is very easy, a few changes to the workflow could improve the experience for physicians.
Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.
You should invest time into taking a training class before using Epic, but once you get the hang of it the usability features are endless! My favorite part about Epic is how it is automated and "trained" to catch user errors that would typically be missed in normal documentation/charting. This ensures accuracy and eliminates errors.
I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
The Salesforce Service Cloud generally has very good performance, however the overall new Lightning user experience can bring that down. For example, if you have too many tabs open, then it can take a while for the Lightning UI to load. This UI is probably not well equipped to handle loading of all of that information at once, but Users tend to leave their tabs open all day long. It can also be fickle depending on which browser you use, what extensions you have installed, and whether you've cleared your cache. This can be the downfall with any software as a service though, not just Salesforce
The initial training was good but would have been even better had I been more familiar with the system before taking it. I found learning how to deal with Epic while working in the field at the same time was a (pardon the pun) Epic learning curve. I really think there should be a scribe who does the data entry and others can focus on what they do best.
Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.
Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.
Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.
I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations
Epic gives extensive customization options in terms of utility and view. I have found this to be highly useful and efficient EHR as compared to other EHRs we use in our organization.
Salesforce service cloud is more configurable than Zendesk and Freshdesk. It has its own inbuilt AI chatbot also which further improves service agent efficiency. Salesforce is more integration agnostic and has pre-built connectors with multiple 3rd party systems. However, in terms of pricing it is priced at a premium compared to the other solutions
Being able to track and document all of our services in the same place has made an exceptional improvement in continuity of patient care, both internally across departments (medical/dental/mental health) and externally with specialists and other healthcare organizations on a national scale.
Continuous improvements in Data reporting and analytics make tracking and implementing quality improvement measures throughout the year easy.
Massive improvements to the ELLA training platform, combined with detailed and interactive training materials for all system areas, make onboarding and staff training much easier!
Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
The larger the implementation programme the better the licensing arrangements
Free developer toolkit for proof of concepts or showcasing features