TrustRadius
Easy service center application for Salesforce based shops
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
Patrick Slaven profile photo
September 14, 2017

Easy service center application for Salesforce based shops

Score 8 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Salesforce Service Cloud

Service Cloud was the primary interface for all customer service and support activities with both our internal customer facing teams and external support staff. From there, customer data was managed and all calls, chats, emails, and support activities were tracked. We were attempting to find a single channel to manage these actions and create a queue of actions that need to be taken by the customer service team.
  • My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention.
  • I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
  • Service Cloud was very easy to set up. I was able to get it up and running in a couple of days. Tweaking settings was easy, too - I was able to make changes without having to call an implementation specialist.
  • The one shortfall that we had was with reporting. The customer service team was always asking for more abilities to report on activities.
  • As a startup bringing a product, and thus service and support, to the market for the first time, there was no previous methodology to compare Service Cloud to. However, it was clearly evident that our call center team could easily use and manage their cases through the product.
  • The product helped alleviate stress from the service and support management teams who were freed from routing and prioritizing cases for call center team members.
  • The setup and management were much easier than other options.
We chose Service Cloud because of its deep, native integration with Salesforce, unified billing, and for the fact that we didn't have to learn or train on an entirely new platform. These other products were excellent, but for us it was more time and cost effective to use Salesforce Service Cloud for our support and service center applications.
Salesforce Service Cloud, as its name suggests, is the easiest support and service management system for organizations already using Salesforce. If you have a different CRM, there may be better solutions. We were never able to find a better solution at the price or that matched the native integration with Salesforce's database.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
10
Ticket response
10
External knowledge base
4
Internal knowledge base
6
Customer portal
6
IVR
Not Rated
Social integration
6
Email support
8
Help Desk CRM integration
10

Using Salesforce Service Cloud

16 - These users are in the:
  • Service center, which answers customer questions and routes to the lead development team if necessary
  • Support center, which assists in customer complaints and technical problems. They will route to the development team if necessary
  • Some elements of the sales team
  • Call center, which answers the phone system and routes to the appropriate deparments
1 - General technical knowledge and aptitude. Should be a proficient Salesforce administrator, but does not need to be a certified admin. You may also need IT support to configure the more advanced options like integrated phone systems and email addresses. If you want the more advanced options, you should have a certified Salesforce admin or a integration specialist.
  • Current customer calls in or creates a ticket on our website with a problem with our product. A case is opened and the support center solves the case.
  • Current customer or potential customer calls or emails with questions. The service center routes appropriately and tracks to make sure the customer is served.
  • It could be expanded to be used more with early sales activities or lead development. Instead of routing cases to customer service team members, it would route leads to appropriate lead development team members.
It meets all of the business needs at a reasonable rate. Given our usage of Salesforce, it only makes sense to continue using it.