Software that goes above and beyond.
April 30, 2022

Software that goes above and beyond.

Benhur Dharmaseelan | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Salesforce Marketing Cloud Personalization

We use Salesforce for ticketing purposes and for change requests. At present, the entire organization uses it for communication and information on service desk calls. The scope is mainly in Incident and Problem Management in the ITIL lifecycle. It is also used for auditing purposes and quality assurance by the senior management.
  • A good interface for service calls.
  • Easy to communicate with the users.
  • Detailed view of change requests in one page.
  • Search function could be better.
  • The list view for the ticketing queue could be improved.
  • Arrangement of fields in a ticket could be a bit more concise.
  • It has reduced the incident resolution time considerably.
  • It facilitates in auditing and quality assurance as well.
  • Assigning tasks to different personnel has become easier.
Content Author / Administrator

Do you think Salesforce Service Cloud delivers good value for the price?

Yes

Are you happy with Salesforce Service Cloud's feature set?

Yes

Did Salesforce Service Cloud live up to sales and marketing promises?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

It is a very useful tool for communicating with all the stakeholders involved in a production release or a standard change. Also tagging users to a particular ticket for additional information or assistance is quite simple. It allows uploading attachments easily for more clarity on the change requests and the issues being faced by users.