Enhanced Customer Service Platform
Updated March 08, 2024

Enhanced Customer Service Platform

Steve Kim | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Service Cloud is being used by our support teams to manage cases. It has greatly enhanced our ability to increase visibility across the organization and organize and report on our data. The analytics that are now available have greatly elevated our ability to manage our clients and our internal staff.

Pros

  • Robust set of features allowing efficient management of support cases.
  • Consolidation of disparate functions onto a single platform (Salesforce).
  • Extensive reporting and analytics.

Cons

  • Migration from classic to lighting was especially challenging.
  • Customization is available but not as easy as they make it out to be.
  • Different departments working within the platform requires delicate management so as not to disrupt processes.
  • More efficient management of client support cases
  • Greater visibility across departments
  • Improved case turnaround time
We haven't experienced much downtime or major issues with availability.
Salesforce provides a more robust set of features than most other alternatives. Since Service Cloud is part of the Salesforce platform and since our company has been on Sales Cloud for several years, it was an easy choice to select Service Cloud. The transfer of customer data between the modules is critical for our business.

Do you think Salesforce Service Cloud delivers good value for the price?

Yes

Are you happy with Salesforce Service Cloud's feature set?

Yes

Did Salesforce Service Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Any organization looking to scale and provide world-class support should consider the investment into Salesforce Service Cloud. There are alternatives on the market but many do not allow the integration and availability that Salesforce does. In my opinion, Salesforce has been the gold standard in the industry. They have also been able to provide a high level of support as our company has grown.

Salesforce Service Cloud Feature Ratings

Incident and problem management
9.7
Organize and prioritize service tickets
9
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.0
Social integration
9
Email support
9
Help Desk CRM integration
9

Using Salesforce Service Cloud

25 - Support, Customer Success, Account Management,
3 - Salesforce Admins, IT
  • Case Management
  • Customer Retention
  • Account Management
  • Managing customer churn
  • Identifying product issues
  • Alleviating sales from managing customer support issues
  • Product enhancement
  • Product innovation
  • Reduce customer churn
It has met expectations thus far.

Evaluating Salesforce Service Cloud and Competitors

Yes - Zendesk
  • Scalability
  • Integration with Other Systems
Prior solution did not integrate as well with CRM and ERP systems
Nothing would have likely changed

Salesforce Service Cloud Implementation

We are still working through issues with the implementation. Things are also always changing so the original implementation required many changes.
  • Third-party professional services
HiForte
Change management was a big part of the implementation and was well-handled - Perhaps we could have involved more cross functional teams in the initial planning but we also had a tight timeline.
  • Integration with other systems
  • Migration of data
  • User acceptance testing

Salesforce Service Cloud Support

Nothing noteworthy. Support has just been standard.
ProsCons
Quick Resolution
Good followup
Kept well informed
Problems left unsolved
No, we did not because of costs.
I would not say any of the support I received was exceptional.

Using Salesforce Service Cloud

The usability of the platform depends on well it is configured. I think based on our configuration, it is fairly user friendly.
ProsCons
Like to use
Well integrated
Convenient
Feel confident using
Requires technical support
Lots to learn
  • User interface
  • Integration with other systems
  • Reporting and dashboards
  • Customization
  • Workflows and validation rules
  • Reports

Comments

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