Enhanced Customer Service Platform
January 18, 2018

Enhanced Customer Service Platform

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

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

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
External knowledge base
9
Internal knowledge base
9
Social integration
9
Email support
9
Help Desk CRM integration
9