TrustRadius
Worth the Investment
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
Brandon Mitchell profile photo
February 04, 2019

Worth the Investment

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Salesforce Service Cloud

Salesforce is essentially the backbone of our organization -- all projects, assignments, and cases are how we keep things documented and centralized for everyone to access. This keeps our agency all on the same page in terms of progress, reporting, email marketing, and every other marketing effort we run through SF.
  • Easy-to-use, Intuitive UX/UI - I can't speak to the overall setup, but it only takes a few minutes to understand Salesforce as a user.
  • Social Media-like features - by @ing someone, I can easily loop multiple people in on projects in more of a laid-back tone/atmosphere.
  • Notifications sent via email - I never miss a comment or assignment because of this.
  • Difficulty setting up - While I can't speak to this specifically, it seems to be difficult to add to everything this platform has to offer.
  • By keeping everyone on track, the ROI in terms of time saved is second to none.
While I wasn't responsible for the choice, Salesforce seems to offer a lot more flexibility, have more integrations, etc. compared to the last product I used that was similar to this platform (Basecamp).
While this platform may require someone who has prior knowledge with it to set everything up correctly, this is essential for any company that needs everyone on the same page. This is a great platform to have.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
Not Rated
External knowledge base
Not Rated
Internal knowledge base
Not Rated
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated