Good Interim Solution
March 04, 2019

Good Interim Solution

Anonymous | TrustRadius Reviewer
Score 5 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

Our company bought Salesforce as our CRM system, and first implemented Desk before implementing Service Cloud. Now, we've transitioned from Service Cloud to using Salesforce for case management. It was used across two departments in the organization, our support team and our analytics team. The business problems that it tried to address were the high influx of cases being sent in by our customers. Keyword being "try," though--it was a clunky tool that unfortunately didn't integrate with Salesforce directly, causing limited reporting.

Pros

  • Like the case resolver in the main Salesforce instance, Service Cloud had great reporting. The dashboards were easy to build and easy to maintain. Far far better than Desk!
  • The breadcrumb tracker really helped keep track of a case in the resolution lifecycle.
  • It was a step up from Desk, in that it stored far more details within the actual body of the case.
  • It was easier to document the details of the resolution than in Desk.

Cons

  • The resolution fields did not always auto-populate, because it wasn't tied to the main Salesforce instance. Depending on how your company integrates and implements SVC, the solution will be limited.
  • The reporting tool, the reports, and the dashboards tabs were easier to use. However, the issue was that they did not always save correctly. Therefore, as I built dashboards, I needed to recreate and resave them correctly multiple times. The dashboards needed some work to make them more efficient to use.
  • In Salesforce, you're able to just "post" and you trust it will be internal; it would be defaulted to the first tab, with the second being the email. However, in SVC, you will need to write a "note," four tabs down. It was the smallest inconvenience, but added a few seconds onto the workflow.
  • Salesforce Service Cloud has helped us organize our queue.
Service Cloud is a step up from Desk mainly because of its reporting, but if you can integrate other Salesforce products together, I'd recommend looking at its other solutions and looking at its own integrated CRM case closer. Service Cloud isn't the perfect solution, but it does get the job done.
Service Cloud is suitable if you do not need to do greater reporting to tie the work of the cases that you complete for your accounts, to the accounts that are listed as opportunities. Of course, this depends on the implementation you choose to pursue. Otherwise, opt for Salesforce if you are able to shell out however much extra it will cost. Because our company first implemented Salesforce, and later Service Cloud, we didn't want to merge the two of them onto the same instance to ensure the integrity of Salesforce. Not doing so caused there to be several limitations in the analysis you could do by accounts. Otherwise, definitely pay for Service Cloud as opposed to Desk; you'll be able to do significantly more with reporting.

Salesforce Service Cloud Feature Ratings

Incident and problem management
4.5
Organize and prioritize service tickets
5
Expert directory
5
Subscription-based notifications
4
ITSM collaboration and documentation
4
Ticket creation and submission
5
Ticket response
4
Self Help Community
6.0
External knowledge base
Not Rated
Internal knowledge base
6
Multi-Channel Help
4.5
Customer portal
Not Rated
IVR
4
Social integration
5
Email support
5
Help Desk CRM integration
4

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