TrustRadius
Support business transformation with SFDC
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
Hans Hong profile photo
January 18, 2018

Support business transformation with SFDC

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce throughout the business as a CRM, sales lead funnel management. The users who use service cloud manage customer support, cases, and use it for knowledge management. It also integrates with our ERP (Oracle) and our phone system (inContact) for intelligent routing and screen pops.
  • Case management and tracking customer interactions.
  • Integrations with other data sources to provide a 360 degree customer view when they contact us.
  • Knowledge management integration into cases is especially useful to make our users more consistent with shared knowledge.
  • Case management and interface is a bit outdated. We do need a lot of information presented but it does not do a good job allowing us to highlight the important things, but still leaving detail available.
  • Performance can fluctuate in a shared environment.
  • Omni channel functionality is buggy and is unreliable. Sometimes cases get stalled in assignment even if agents are available.
  • Knowledge integration has cut down our onboarding of new associates from about 6 months to 6 weeks.
  • Tracking and trace-ability of response time, and has improved our average response time on case responses from 24 hours to about 2 hours.
  • Integration with phone system has decreased our average handle time by about 1 minute per call.
I would not recommend this for small companies looking to do support. Too many functions and highly customizable, but requires experts to get the full power out of it. But for medium to large businesses who want to also integrate CRM data with support, it is a great solution.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
7
Expert directory
3
Subscription-based notifications
7
ITSM collaboration and documentation
6
Ticket creation and submission
7
Ticket response
8
External knowledge base
7
Internal knowledge base
4
Customer portal
7
Social integration
Not Rated
Email support
5
Help Desk CRM integration
8