SFDC Service Cloud
June 06, 2016

SFDC Service Cloud

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

I am a consulting partner of Salesforce and have implemented service cloud for clients. The tool is very useful and provides many benefits for clients that want to engage directly with customers while capturing data and useful analytics. The Community Cloud provides efficient self-service and case management is efficient in servicing customers in a professional/interactive manner.

Pros

  • Efficient self-service
  • Workflows provide automatic and personalized communications
  • Easy to deploy

Cons

  • Difficult to implement a complex security structure within Salesforce communities
  • Helps decrease service costs
I am likely to recommend SFDC Service Cloud to those users that want to provide a window into Salesforce for customers or partners while enhancing collaboration. The service cloud is not the cheapest solution, so may be too expensive for smaller companies that aren't dealing with a large volume of customers to begin with.

Salesforce Service Cloud Feature Ratings

Incident and problem management
7.2
Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
7
ITSM collaboration and documentation
7
Ticket creation and submission
7
Ticket response
7
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
7.4
Customer portal
10
IVR
7
Social integration
7
Email support
7
Help Desk CRM integration
6

Comments

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