GREAT NEW SYSTEM
March 02, 2019

GREAT NEW SYSTEM

Stephanie Chapman | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

We are using it across the whole organization...it solves problems because now we don't have to give our individual emails out and everyone in the company can access customers' emails. This was a big problem for our company previously because if a customer called in and the rep was on vacation or sick, we had to have the customer call back.
  • Easy to use
  • Records consolidation
  • User-friendly
  • Creating multiple orders on one case.
  • Have notifications be more user-friendly.
  • Reports should be easier to view.
  • Its easier to use
  • Able to get work done faster
  • No duplicate accounts
Cisco Unified Communications Manager (Call Manager), SAP NetWeaver BPM, Microsoft 365 Business, Skype for Business (formerly Lync)
We use Salesforce so we don't have duplicate consumer accounts and everyone can access the customer's email. it's less appropriate because you have to create a new case every time you want to place an order, which causes more time on the phone with the customers. Once that is fixed t will be amazing.

Salesforce Service Cloud Feature Ratings

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