At Your Service Cloud
Updated March 27, 2019

At Your Service Cloud

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

The Service Cloud is being used by multiple users groups within the hospital I currently work at. We primarily use Cases, but we also have tapped into the Live Agent mobile features. Our customers primarily connect to our Users via mobile, so Service Cloud has allowed us to maintain high integrity when assisting customers.
  • Easy to use
  • Built on a Force.com platform like Sales Cloud
  • Provide customers with world-class customer service
  • Better reporting
  • More training materials
  • We've been able to save money on new hires as they're not needed.
  • Customer satisfaction surveys are higher.
  • Service continues to grow.
Service Cloud, in my opinion, serves the customer best compared to some of the other platforms. It allows a seamless initiative between the Sales and Service Cloud making onboarding easier. Whereas, the Marketing Cloud is still using Exact Target's layout which causes some confusion. The layout is ideal and easy-to-use.
Service Cloud is well suited for any organization trying to leverage its customer relationship management system to provide world-class customer service. All your data will be stored in one centralized area, and your representatives can access, edit, and create that data. The Service Cloud allows your agents to build customer engagement and relationships.

Salesforce Service Cloud Feature Ratings

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