Great if you don't need business intelligence
December 13, 2017

Great if you don't need business intelligence

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

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

Actually, it allows CSR to work on cases concurrently which increases their efficiency. Salesforce Service Cloud enables better case management. It gives the functionality of live agents. Although you need another license for it. Currently, we are using service console to show the products, contracts to CSR users.
  • It allows better Case management. It allows CSR users to work simultaneously on multiple cases
  • It provides a self-service option. Customers can search the knowledge articles themselves
  • IT helps in reducing the customer support cost
  • Salesforce has modularized costs for everything.I believe everything should be under one license
  • We cant use custom fiscal years in new forecasting
  • Monitoring tasks require users to run the report
  • Our client had migrated his legacy system to Salesforce. It reduces his manual effort for creating reports and processing Excel
Salesforce is #1 CRM currently.Its integration with other systems is great.Online support for salesforce is very good.
For case management, Salesforce is one of the best platforms.You can increase the productivity of your service agents. It is not suited if you don't have staff trained on Salesforce.You need expert Salesforce trained staff for handling issues. Business intelligence is a bit lacking

Salesforce Service Cloud Feature Ratings

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