TrustRadius
Powerful CRM tool
https://www.trustradius.com/help-deskSalesforce Service CloudUnspecified8.7225101
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February 20, 2019

Powerful CRM tool

Score 9 out of 101
Vetted Review
Verified User
Review Source

Software Version
Enterprise

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce Service Cloud for our Information and Referral call center that serves the whole state. It allows our I&R specialists to serve our calls via phone, live-chat, text messaging, email, and facebook messenger. In the service cloud, we can create a case for each caller, add referrals we make, and add follow up reminders as needed.
  • It integrates nicely with our CTI solution (new voice media).
  • The inbound phone number or email address lookup automatically provides the existing contact.
  • The huge capacity to add custom data fields to capture all the data collection needs we have.
  • Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario.
  • Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
  • Dashboard does not have enough chart type options.
  • Its reporting feature helps us find data entry errors quickly for correction.
  • The dashboard helps us monitor real-time data closely.
  • The capacity to add custom data fields help us capture all data needs for our reporting purposes.
It is perfect to capture service provided, especially for non-profit and community programs. Its data object structure works really well for customers who have a complex situation and have made multiple contacts and need multiple resources. Salesforce service cloud can capture all these complex situations in a streamlined snapshot and it provides agents a centralized place to review all the data. It is definitely not for sales capturing.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
9
Expert directory
Not Rated
Subscription-based notifications
9
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
External knowledge base
9
Internal knowledge base
9
Customer portal
Not Rated
IVR
9
Social integration
6
Email support
9
Help Desk CRM integration
Not Rated