Salesforce Service Console
January 30, 2018

Salesforce Service Console

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

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

As a consultant, I implement Service Cloud for other organizations. These organizations utilize the Service Cloud for being able to manage their caseload through the service cloud console and other features that are available to them. They get inbound cases through emails and there are auto-assignment rules that give each service rep a notification letting them know a relevant case has been submitted. They also get inbound cases through LiveAgent which is their online chat channel, allowing users to connect quickly with service reps and find solutions quicker than submitting an email case.

  • Salesforce Service Cloud console in lightning experience is awesome
  • Service Cloud console also allows for case auto-assignment and case queue's which is super helpful
  • LiveAgent is an awesome addition to Service Cloud
  • Lastly, nonprofits get 10 free service cloud licenses, so sweet.
  • Service Cloud is a bit complex to set up, but as a consultant i've managed to understand the ins and outs for future implementations
  • Improved case turn around time
  • Case management and assignment, getting the right case to the right person
  • Case load and analytics that correspond with the case mgmt
I haven't truly dove into any other platform like this. Being a Salesforce user myself and an implementation specialist of the Salesforce platform, I will always suggest Salesforce to any business, as a whole. But if they also have a need to use a support and service management tool to help their current business processes or needs, then i would absolutely suggest Salesforce Service Cloud.
If you're an organization or business that has any functioning 'support' team, this tool will greatly improve your case management, team collaboration, available resources, and case turn around time. I have nothing but great things to say about salesforce service cloud, it is the best service and case management tool I've ever seen and used.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
10
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated