Service Cloud changed how we support our clients
February 21, 2019

Service Cloud changed how we support our clients

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


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.
For any firm taking support calls, I think Service Cloud is a great solution to help organize your support and communication with the client. This is especially true for firms where support crosses time zones or countries. It may not be necessary for firms which only have a rep or two.

Salesforce Service Cloud Feature Ratings

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