Service Cloud, More than just a Silver Lining.
September 11, 2017

Service Cloud, More than just a Silver Lining.

Stephen Wilson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
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Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

Service Cloud is used across the breadth of our company, from Billing to Sales to Service Delivery, Support and Training. It allows our company to manage support case flow, track billable activity, and for general service delivery. Prime use is with our support case ticketing system, but we have found that it is an excellent way to allow client submission for service requests as well that can be reported, tracked to completion, and billed. It also allows integration into Customer Success SAAS technologies such as Totango.
  • Flexible reporting options. Really helpful for tracking flow of support and services in an organization.
  • Ability to design workflow of cases for many different types of internal/External scenarios, such as billing, and internal offerings.
  • Ability to integrate with other third party applications, especially in the app exchange.
  • UI could be refreshed to be a little more aesthetically pleasing.
  • Need a bit more ability to add custom time reporting options. They cover about 90% of your use cases. Would be nice to allow saving of custom time reporting parameters.
  • Clearer way of joining reporting objects from different areas.
  • Helped streamline our support handling so that case flow and assignment was accountable and trackable.
  • Provided an option for client self-serving cases.
  • Allowed much greater transparency into customer health and trajectory due to the reporting and ability to integrate with other technologies.
I have not used other technologies extensively. In making the decision to go with Service Cloud we looked at some very strong competition. Some had better UIs and one-off features we really liked, but for a whole integrated package Service Cloud was more mature and had more capabilities. Especially in integrating with the Sales teams here.
Really great if you are looking for a way to tie in support and services with your SFDC implementation without tacking on multiple different vendor technologies. This is a core business function and should be kept in your core tool, Salesforce, if at all possible. Less appropriate for smaller business operations.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
7
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
7
Internal knowledge base
7
Customer portal
7
IVR
8
Social integration
8
Email support
10
Help Desk CRM integration
10