Powerful CRM tool
Updated April 21, 2021
Powerful CRM tool
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
We use Salesforce Service Cloud for our Information and Referral services. It allows our I&R specialists to serve our customers 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.