Likelihood to Recommend This is great for cold calling and starting clients from scratch. A lot of entry is required to build a customer profile, but if you are diligent in entering this information, then it can be extremely useful, and you will thank yourself down the road for having an organized database with as many or few details stored. It is a little more challenging for existing customers who have a wealth of information on their files because the transfer of information can be quite tedious.
Read full review If you're tasked with publishing content to social on behalf of your organization then this tool is certainly worth considering. You have quick and easy capability to schedule across multiple platforms with drag-and-drop simplicity. It ties into Salesforce's real strength of its CRM platform so you can quickly tie social activity and leads to those already in your database. And it does a good job at monitoring and analyzing brand and competitor content across multiple media types. Having said that, if you're into deep-dive and full functionality SaaS tools then this might not be for you as it covers three areas adequately, but not in enough detail or strength to make it a star performer
Read full review Pros Allows us to make changes quickly and with relative ease Can be flexible enough to use among several teams who do very different work Salesforce in general provides SO much training that anyone on the team can skill up and help maintain the system Read full review The amount of the information that radian6 can pull from multiple social platforms is absolutely phenomenal. Its just not only the pull but the way the information can be presented in dashboards was way good. It helped us understand in various aspects of our social presence. Multiple profiles helped us to break down the Big/Huge social buzz cloud to smaller and more manageable pieces. This helped us concentrate on the lows and helped us to plan better on turning them to highs. Radian6 allowed us to follow thru the crowd trends with the latest information presented in a single view. This also helped us to collect the social opinion on the product releases. The ease of use, one need not be an expert to start using this platform. The interface is easily understandable by anyone. A keyword can be edited quickly to tailor the needs and the results were quick. Read full review Cons Incredibly complex to set up and configure. Multiple points of potential failure. Things Desk.com did out-of-the-box require customized code and components in Service Cloud. Front-facing community is extremely difficult to configure and comes with many limitations. No help is provided by Salesforce without expensive Premiere Support plans. Expensive! Hidden costs and development costs are going to make Service Cloud far more expensive than almost any other Help Desk provider out there. Read full review Instagram Social Listening - it currently does not offer much social listening in terms of Instagram. Instagram Owned - It currently stops pulling once an update is "old" by their standards, even if it receives recent comments. They can force pull, but you have to work with their tech team to do so. Read full review Likelihood to Renew 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.
Read full review I spent a lot of time researching the right platform for me and our organisation (thanks to the other reviews on TrustRadius also). Having used other platforms when I found frustrations getting my everyday work done, I knew exactly what I wanted and this is why I chose Social Studio. While there have been a few hiccups, the quarterly update releases and the outstanding tech support have kept me more than happy.
Read full review Usability 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.
Read full review • Would rate this a 6. The User Interface is pretty intuitive, but the platform was still considered pretty intimidating by our non-technical staff when they first saw it. It took a while to get used to it and feel comfortable. There was quite a lot of setup work in the beginning (for example, we had to build our own reports using a canned report as a template, and this was not simple). Although it took a while to get it setup correctly, it’s quite intuitive once that work has been done.
Read full review Reliability and Availability Salesforce has a more than 99% uptime rate and Salesforce Service Cloud is no exception. I have never had any issues experiencing outages or service degradation when it comes to using the Service Cloud product (that I can remember). Always reliable and easy to use, I would recommend this product as your go-to for helpdesk, service desk, incident management, call center, and other business process needs.
Read full review The platform is rarely down
Read full review Performance There are issues with page load performance and database performance for sure, but we are a very complex setup with a lot of automation and processing for 2000+ users so this is not surprising. We are also global, so the issue with distance from the regional servers is a problem.
Read full review No issues with performance.
Read full review Support Rating It depends on what support package you buy from Salesforce. That can be good or bad. It's highly flexible to your needs pricing wise. If you have devs on staff then don't buy support. If you don't, then sfdc offers support for a cost.
Read full review As mentioned previously, it can be hard to get through to people who can help you. On occasion when I have spoken to customer service/tech support, they all seem nice and try to be helpful, however instead of admitting the system cannot do certain things, they will persist it saying that it can, which results in many wasted hours overall.
Read full review Online Training • We initially received dedicated online training for our team which was delivered by our account rep. This was pretty effective since it happened after our data had been loaded into the system and it had been configured for specific needs our organization. The training was perhaps a bit shallow though, as it was only an hour long. Online videos are available to be taken individually, and these have been useful.
Read full review Implementation Rating We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes
Read full review Implementation was pretty simple. Just a matter of giving the account rep a list of our search terms and having him set the system up to pull the data we wanted to see. Once this had been done, we tweaked it with his help. Process was pretty smooth, although there was some back and forth until it worked the way we wanted.
Read full review Alternatives Considered 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
Read full review Compared to Radian6, I found Meltwater Buzz, Simply Measured, and Sprout Social to be much more user friendly. Meltwater Buzz and Radian6 are very similar products with many of the same functionalities but Buzz presents your analytics in a way that is much easier to understand. I did a two week trial with Sprout Social and absolutely loved the product but our company needed the capability to connect to Salesforce, which is available on R6 and Buzz. Simply Measured is my all time favorite but I have only used the free version so I am not completely sure how it stacks up to Radian6
Read full review Return on Investment 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 Limited to annual subscription model Read full review Monitoring social brand awareness is not something you can consider to have a meaninful impact in your business ROI short term, however it's a must for taking care of long term relationships and customer intimacy. Radian6 connects with other analytical tools like webtrends, Google Analytics, etc..however it's not directly linked to a revenue driven platform, you can´t see the immediate ROI generated in the tool. If you bet for social relationships you should consider this tool, no question on that. Social Commerce might be of course impacted postively by the proper use of this tool. Read full review ScreenShots Salesforce Service Cloud Screenshots