Service Cloud for the win
Updated March 10, 2020

Service Cloud for the win

Anonymous | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User
Review Source

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is being used by multiple departments within my company. Especially in the Customer Experience department, it is utilized daily. It addresses the business problem of how to streamline the customer experience by allowing all information to be stored in one place, and utilizing the connection from other departments who also use Service Cloud.
  • Provide new and innovative updates
  • Easy to use yet modernized interface (the two are not always synonymous)
  • Customization is not just available, it's encouraged
  • Inconsistent speed and difficult to figure out where the issue stems from
  • Issues not always addressed in an efficient amount of time
  • Unexpected glitches lead to difficult workarounds
  • Increased efficiency within customer interactions
  • More accurate data representation due to all information being stored within one platform
  • Streamlined training/onboarding process
Salesforce Service Cloud has a solid reputation and brand recognition. The interface is user friendly enough to be utilized across an entire company with varying employee tech exposure. Service Cloud was selected due to the integration options with other software companies and allowance for growth within the database in relation to growth seen in the company.
Salesforce Service Cloud has solid support. I do not expect too much from support teams as many issues that occur are not predictable, and therefore, not easily recognized then fixed. I do think Service Cloud could improve upon the time taken to reply to a support question or issue especially with utilizing options for this within the interface directly.

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?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Salesforce Service Cloud is well suited within our Customer Experience department and Supply departments. Customer Experience utilizies Service Cloud for tracking customer contacts and follow ups. Supply uses Service Cloud to manage client accounts. Customer Experience and Supply work together that much better because they can communicate through the prime visibility of Service Cloud.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
7
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
9
Ticket response
7
External knowledge base
9
Internal knowledge base
9
Customer portal
9
IVR
7
Social integration
7
Email support
9
Help Desk CRM integration
9