SFSC Review
March 14, 2017

SFSC Review

Ulrich (Uli) Nielen | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We used Salesforce Service Cloud (SFSC) across our whole organisation as a pure CRM system. It was always a very complex system which I knew for years in the past in different platforms. As a service cloud, it emerged to become a location independent online tool.

Pros

  • Very detailed.
  • Truly complete client information.
  • Strong track recording.

Cons

  • Very time-consuming data entry due to complexity.
  • Limited room for individualization.
HubSpot is smarter, faster and more user-friendly.
  • Pro: You want information or company set up information at one spot - you will find it in SFSC.
  • Con: You have to enter 40 employees of one company, it will take you 2 days.

Salesforce Service Cloud Feature Ratings

Incident and problem management
6.0
Organize and prioritize service tickets
7
Expert directory
7
Subscription-based notifications
5
ITSM collaboration and documentation
5
Ticket creation and submission
6
Ticket response
6
Self Help Community
5.0
External knowledge base
5
Internal knowledge base
5
Multi-Channel Help
5.0
Customer portal
5
IVR
5
Social integration
5
Email support
5
Help Desk CRM integration
5

Comments

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