Salesforce Service Cloud: #1 Customer Service App -
March 28, 2019

Salesforce Service Cloud: #1 Customer Service App -

Rajat Sharma | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is being used to automate service processes, streamline workflows and find key articles, topics, and experts to support the call center agent. In our organization, we are advising companies to implement Salesforce Service Cloud along with solving their complex business processes. It is being used by one of our teams, specifically catering to Salesforce. It caters mostly to retail banks across many geographical locations.
  • It can help call center agents in addressing customer needs within less time due to automated business process flows handled in salesforce service cloud
  • Delivering Smart services such as email alerts, SMS alerts, and notifications to customers based on their application status.
  • It can easily be integrated with a robotic process automation application such as UI Path that aid you in delivering automation on your toes.
  • It can be easily integrated with social platforms such as Facebook for addressing customers inquiry/issues.
  • The cost of implementation and application could be lowered so that it attracts more of a customer base.
  • Lowering support costs.
  • It should be integrated with AI and ML platforms for tracking customer's activity, then channel their queries to agents automatically.
  • Sales productivity increases rapidly, leading to more customer base, more opportunities, and more leads conversion.
  • Leads to an increase in revenue for an organization along with Win Rates.
  • Happy customers and vendors as most complex business use cases are handled seamlessly by the application.
More mature application leading to fewer exception rates and more experience handling complex business scenarios over the years. In terms of market share, Salesforce Service Cloud is widely used as it gives you the flexibility to drag and drop the components without any technical expertise/knowledge. It helps a normal user as it is easy to understand the functionalities in an easy manner. It is cloud-based, hence the information can be accessed anywhere, anytime.
This product is great due to its integration with Salesforce Marketing Cloud, analytics capabilities, integration chat bot capabilities, leveraging AI, ML and NLP capabilities, and reporting capabilities. Integration can become complex as it is code driven instead of driven by components.

Salesforce Service Cloud Feature Ratings

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