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SFDC Service Cloud Review
Updated April 20, 2021

SFDC Service Cloud Review

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is currently being implemented for the entire organization, it will primarily be used for the service team. It addresses any cases from customer complaints, any calibrations or overdue PMs needed for equipment and devices.
  • Salesforce Service Cloud has cases that you can use to separate and organize any issues that your customers have, which is good because of traceability.
  • The reports and dashboards made from Salesforce Service Cloud are useful because we can use them to track how our workers are performing in service and metrics.
  • There is no proper work order.
  • There is also no feature where you can schedule any "service" time with internal workers and customers.
  • Traceability of solutions that can be used from previous service tickets.
  • Increased employee efficiency, employees have a company-wide system that can be used to track KPIs.
  • Better customer service, faster time to repair.
Salesforce Service Cloud is more versatile so you can custom make fields, layouts, etc., whatever you believe is good for the company.
How do you organize your customer issues? How do you keep track of service metrics?

Salesforce Service Cloud Feature Ratings

Incident and problem management
8.0
Organize and prioritize service tickets
8
Expert directory
4
Subscription-based notifications
8
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
Self Help Community
6.0
External knowledge base
6
Internal knowledge base
Not Rated
Multi-Channel Help
8.0
Customer portal
Not Rated
Help Desk CRM integration
8

Customer Experience

I would say score of 10 because SFDC Service Cloud gives all the objects that helps service team store information, edit information efficiently, as well as providing usable data for management in reports. They have Cases and Work Orders that are all very neatly pre-set for you by default so you can simply enter information such as customer info, schedule date, etc. That's why i recommend it. Not a lot of Service assistance platforms are easy to use whereas SFDC Service Cloud is easy to use as well.

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

Not sure

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

Yes

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

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

I would say Service Cloud was great in terms of ease of use. The fields and objects are very clear and explains what the meaning of the fields are for. As a the implementer of Service Cloud to my company, I had to ensure all users would be able to use the platform right off the bat and there wasn't much customizations needed.
I am not too sure about this since I didn't run into any issues when I was using Service Cloud.
I give this score because for the most part, the platform did run relatively fast especially for saving Cases and inputting information into SFDC. Naturally if we're running reports where there's lots of information being stored, the reports would take longer but I do believe it's a reasonable run time.