Salesforce offering for service industry
December 03, 2019

Salesforce offering for service industry

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We have been able to achieve process standardization and automation for the client's service offering.
  • Automation of processes which were done by clients service representative.
  • Integration with other Salesforce products which facilitate that clients have complete customer profiles.
  • Help upsell as now we have better visibility of our customer's profiles.
  • Better customer support would be appreciated.
  • We have been able to automate many daily and tedious tasks. It helps free up time for our customer support team.
  • Automated ticket allocation helps reduce lots of overhead.
Sometimes support may do a lot of back-and-forth to solve the issue.

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?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

It's well suited if the client is already using other Salesforce products as it will help them get a better, well-rounded profile of their customer. It may not always work if that is the only Salesforce offering the client is using.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
7
Expert directory
Not Rated
Subscription-based notifications
7
ITSM collaboration and documentation
6
Ticket creation and submission
7
Ticket response
7
External knowledge base
7
Internal knowledge base
7
Customer portal
7
IVR
Not Rated
Social integration
8
Email support
7
Help Desk CRM integration
8