Item: Salesforce Sales Cloud
Rating: 10
Author: Connor Kavanagh

Use Cases and Deployment Scope

We use the software as a ticketing system as well as for allocation of engineering work with out internal departments. This is used across multiple departments under the same directorate with a variety of tasks. We also use the analytics for tracking of work and KPI monitoring within the company.

Pros and Cons

Tickets
Individual agent tasks
Analytics
Monitoring of work

User interface for analytics
Some software bugs in my experience.
Visual interpretation of analytics

Return on Investment

Fast acting tickets
Able to follow KPI's
Good project analytics

Usability

Great system to use but can be improved with better visuals on analytics and easier to build analytic screens
One of the better ticketing systems on the market we have used as a company
Great customer support available by chat, video call or email when it has been required with very friendly staff

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of Salesforce Sales Cloud go as expected?

Yes

Would you buy Salesforce Sales Cloud again?

Yes

Other Software Used

Formstack Documents, Tableau Desktop, Jira Service Management

Likelihood to Recommend

Great for use where large numbers of staff are allocated different tasks that can be monitored by a centralized helpdesk. Good for keeping hold of tasks and setting user groups for confidential work where other users do not gain access to the tickets. In my experience, we are unable to assign the same task to multiple agents that can cause confusion.

Ticketing system with great upside potential

Software Version

Modules Used

Overall Satisfaction with Salesforce Sales Cloud