Service Cloud changed how we support our clients
February 21, 2019
Service Cloud changed how we support our clients
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
Our internal support desk uses Salesforce Service Cloud. We use it to handle support cases and to manage milestones. It helps us stay organize and communicate with the clients so they know where their reported issues stand. In addition, the Service Console makes it simple to work in Salesforce all day without having to flip back and forth between multiple applications.
- Allows users to email clients and communicate directly from the application.
- Links with our Knowledgebase so we can suggest help articles to our clients.
- Provide a single console which allows our users to work within one screen and avoid flipping between applications or needing to flip within Salesforce
- Configuration and setup were a bit cumbersome.
- Salesforce allowed us to identify where our representatives were spending the most time and helped us improve their efficiency. This allowed us to handle more cases per representative without impacting the user. Organizing our tickets and standardizing our responses has helped immensely.