TAC engineer long time salesforce user
February 28, 2019

TAC engineer long time salesforce user

Paul Murphy | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce for RMAs, and TAC cases and escalation to R&D for most products. Some products are escalated via email but they are generally low volume older products.
  • It's is highly available down time maybe 3 min every 3 months or so.
  • Ease of use interface doesn't change much stable of the last 4 years.
  • Search and account inventory are very accurate and useful.
  • Advance filtering keyword searching with condition can usually be done but only by power users - make advanced search easier.
  • Attachments size restrictions - could be our implementation not sure if its a product issue.
  • No mandatory mandatory fields. Again this may be implementation dependent
  • I don't see the numbers so have no idea.
  • I hear it iS expensive through the grape vine.
  • Once they have so much of you data it's hard to look elsewhere.
Jira was internally deployed and not SAS / cloud based so availability is #1 issue
Great for RMAs and cases - bug updates not so much.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
8
Expert directory
7
Subscription-based notifications
3
ITSM collaboration and documentation
7
Ticket creation and submission
10
Ticket response
9
External knowledge base
6
Internal knowledge base
6
Customer portal
4
Email support
8
Help Desk CRM integration
7