What users are saying about
Top Rated
196 Ratings
Top Rated
196 Ratings
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Score 8.6 out of 101

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Likelihood to Recommend

Salesforce Service Cloud

Service Cloud is an excellent solution for businesses that have many clients and touch points across many departments. It functions as a common platform for teams that operate in different capacities and have varying levels of technical aptitude to share their intelligence and interactions with clients.
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Feature Rating Comparison

Incident and problem management

Salesforce Service Cloud
8.9
Organize and prioritize service tickets
Salesforce Service Cloud
9.1
Expert directory
Salesforce Service Cloud
7.8
Subscription-based notifications
Salesforce Service Cloud
9.2
ITSM collaboration and documentation
Salesforce Service Cloud
8.7
Ticket creation and submission
Salesforce Service Cloud
9.4
Ticket response
Salesforce Service Cloud
9.4

Self Help Community

Salesforce Service Cloud
8.4
External knowledge base
Salesforce Service Cloud
8.6
Internal knowledge base
Salesforce Service Cloud
8.1

Multi-Channel Help

Salesforce Service Cloud
8.9
Customer portal
Salesforce Service Cloud
8.9
IVR
Salesforce Service Cloud
9.1
Social integration
Salesforce Service Cloud
8.7
Email support
Salesforce Service Cloud
8.9
Help Desk CRM integration
Salesforce Service Cloud
9.2

Pros

  • Splitting service processes into the respective channels as needed (helpdesk vs. facilities; Midwest vs. Central regions). It's nice knowing that the issue can be addressed by the correct channel on first try.
  • Communications are extremely effective - the ability to email back and forth and have it tracked on the correct ticket is great for auditing and training.
  • The Console view is great as it helps agents see their work in a single screen, and also having Knowledge and chat integrated adds an extra flare to the quality of service.
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Cons

  • I’d like to see better reporting upon first contact. You can do it with some effort but nothing out of the box.
  • Salesforce Service Cloud is still missing some features in lightning.
  • They need to make it easier to automate the changing of Omnichannel status.
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Likelihood to Renew

Salesforce Service Cloud9.2
Based on 4 answers
We love this platform and it's versatility.
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Usability

Salesforce Service Cloud9.0
Based on 4 answers
Ease of use and great customer support and training documentation
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Support

Salesforce Service Cloud4.0
Based on 2 answers
I odten have to repeat myself and find it difficult to communicaye with the support team. My issues take several days to get resolution, but they do stay in contact daily which is good. I have to escalate to tier 3 to get a really good answer.
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Alternatives Considered

The ease of use of Salesforce sets it apart from iMIS. It's far more intuitive for all staff. The additional features (such as Chatter) are nice extras
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Return on Investment

  • With everyone able to update information, the data is much more accurate.
  • Our email list is substantially more accurate.
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Pricing Details

Salesforce Service Cloud

General
Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details