TrustRadius
Salesforce Service Cloud for the win!
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
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February 05, 2019

Salesforce Service Cloud for the win!

Score 10 out of 101
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Verified User
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Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is used by several of our departments internally for managing customer service and inside sales. We use this platform to manage support requests and inquiries for our Buyers and Suppliers, track activities, manage knowledge, and automate business processes through Cases.
  • Salesforce Service Cloud is a highly customizable CRM that can keep track of your support activities and give high visibility to these activities.
  • Salesforce Service Cloud easily allows for automating business processes and solutions which gained us hours of efficiency.
  • Salesforce Service Cloud is top notch when it comes to agile development where we need quick and easy enhancements and deploying new functionalities in a timely manner.
  • Salesforce Service Cloud can improve when it comes to integrating with other systems. For example, we use JIRA a lot with our agile development and although there is a standard app exchange package you can use, the out of the box integration is minimal. More robust features and integrations of this type would be beneficial.
  • Salesforce Service Cloud lacks a lot of knowledge capabilities with the new Lightning interface. I wish it had the knowledge types it used to have since it helps controls user permissions and access more easily.
  • Salesforce Service Cloud has a huge positive impact on our overall business because we rely on this platform to automate work while allowing us to grow as a company. We can do more with fewer people.
  • Salesforce Service Cloud has a huge positive impact on our overall business when it comes to gaining visibility into our business processes. Previously, we were unable to track at which point the customers were getting their needs met, and now we are.
  • Salesforce Service Cloud has a huge positive impact on our overall business because we can capture knowledge in the platform all in one place and associate them with our work. Previously, we wasted a lot of time and energy figuring out where to locate this business knowledge.
Salesforce Service cloud integrates with its own world-class CRM which enables our agents to work more effectively and efficiently. We already had Salesforce Sales Cloud so it was a really easy transition. It was easy to set up and all our information was already there. The capabilities far surpass the ones of Zendesk and the CRM functionality is worth paying for instead of just a Service platform like ServiceNow.
Salesforce Service Cloud is excellent for managing your customer service and support cases. For example, we use it when we need to keep track of issues that are raised by our Suppliers so that we can reach out to our Buyers and resolve any discrepancies. These cases are then tied to each Account and Contact associated with the support transaction and it makes it very clear and easy to track who is doing what with the request. Salesforce Service Cloud also does an excellent job of helping us automate the mundane tasks needed to capture key information and ease the workload off of our agents by providing easy to use macros/quick texts and flows that automatically fill in the necessary fields on the back end. Our agents don't need to waste time or energy worrying about data entry and can instead focus on their core skills of helping out customers.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
7
Subscription-based notifications
8
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
8
Social integration
8
Email support
9
Help Desk CRM integration
6