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Service Cloud for Customer Support
Updated April 20, 2021

Service Cloud for Customer Support

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Our Support team recently made the switch the Salesforce Service Cloud. We manage Support cases out of the system that can be submitted by our customers through a case form on our Knowledge Base, email, live chat or can be created after receiving an inbound call. Prior to using Service Cloud, we had a lack of insightful Support reporting and little visibility for other departments to know which clients were reaching out the most and what topics they were reaching out about. Since most departments were already using Salesforce, it made sense to choose Service Cloud.
  • Reporting and dashboards. These are completely customizable and can be shared across departments. I love being able to see cases by account and also track my team's productivity.
  • Integrations - there is no lack of integration options when it comes to Service Cloud. We are currently using a time tracking add-on and survey add-on that were easy to set up.
  • Support resources - I love how robust the Knowledge Base is for Service Cloud and having access to a community to ask questions to other users outside our company. I also have taken advantage of some of the video tutorials and Trail Blazer lessons to expand my knowledge on our new tool.
  • Since Service Cloud is SO robust it can be a little overwhelming. I'd love to see 'tool tips' added directly into the platform to help guide users. I feel like there are probably a lot of features I am not taking advantage of because I don't know about them yet.
  • Service Cloud will allow us to see which clients take advantage of Support the most. This is turn will help us make a decision if Support is something we should be charging for, or start charging for at a certain point.
  • Service Cloud saves the team time through automated tier assignment and automated tracking of things like account, Success Manager, Case Reason
We moved from Help Scout to Service Cloud for robust reporting and more automation. Previously we were having to manually fill in multiple custom fields in Help Scout in order to report on certain things such as tickets submitted by particular accounts.
If you are a growing company that uses Salesforce as your source of truth, Service Cloud is a great option to keep Support cases available in one place and to report on the account level. It's also great for Support teams that are tiered, as you can create various tiers to ensure cases are assigned to to appropriate representative. For example, we have a rep who only handles enterprise accounts. These are automatically assigned to her upon case submission.

Salesforce Service Cloud Feature Ratings

Incident and problem management
9.5
Organize and prioritize service tickets
10
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
9
Self Help Community
9.0
External knowledge base
9
Internal knowledge base
9
Multi-Channel Help
9.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

Customer Experience

Luckily I didn't need support help very frequently since Salesforce's support team is impossible to get in touch with. When we tried to reach out it would take days for a response, if we were lucky enough to get one.

Do you think Salesforce Service Cloud delivers good value for the price?

Yes

Are you happy with Salesforce Service Cloud's feature set?

Yes

Did Salesforce Service Cloud live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

I had Salesforce experience prior to using Service Cloud which made it a little easier to learn and navigate, but overall my team (some who had no Salesforce experience) caught on very quickly and found Service Cloud to be easy to use.
We never experienced any unexpected outages and received communication for planned downtime which almost always occurs overnight when we wouldn't be online anyway.
Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with.