Leader in Service Cloud Platforms
February 26, 2019

Leader in Service Cloud Platforms

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is used in HR for Case Management for all the employees across the organization. It provides a unified platform for HR related queries from employees and manages follow-ups and communication in a seamless manner. The cloud is also linked to the call center and live chat agents for an omnichannel experience for the customers.

Pros

  • Easy configuration and maintenance.
  • Fast deployments and easy integration with the Dev Ops tool.
  • Excellent out of the box features like Shield encryption.

Cons

  • Slow support from the Salesforce support team.
  • Intermittent performance issues mostly after new Salesforce releases.
  • It has increased customer satisfaction which was the key goal behind implementing this solution in our organization.
Salesforce Service Cloud is well suited for HR and Ticket Management for a medium to large size organization. It might not be best suited where you have heavy ETL involved or when you need to integrate numerous applications.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
9
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
9
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

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