Our service center relies on Service Cloud
Updated April 22, 2021

Our service center relies on Service Cloud

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

We are currently using Salesforce Service Cloud only in our service center. They handle calls and emails that come into our corporation. The users are able to easily navigate to the case records, contact records and activities that the interaction entails all while keeping all these records open on the same screen.
  • Console look and feel.
  • Many records opened at once.
  • Closing tabs with the keyboard shortcuts will sometimes close the browser tab.
  • Staff are more efficient now.
This product integrates other products to work alongside and inside it. We choose to go with Salesforce Service Cloud to work with our adapter of choice. This worked out so well, that when we eventually used a different adapter we already had Salesforce Service Cloud to support it. With or without the adapter, we would continue to use it as the staff has really enjoyed the UX and the features.
Salesforce Service Cloud is suitable for a call center or anyone in the business of being the central contact area. I recommend it for anyone working with multiple clients at once also. This can be a handy tool when dealing with many Salesforce objects at once and servicing the records. Works well for any support role. I would not recommend for sales.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
10
Subscription-based notifications
10
ITSM collaboration and documentation
10
Ticket creation and submission
10
Ticket response
10
External knowledge base
10
Internal knowledge base
10
Customer portal
10
IVR
10
Social integration
10
Email support
10
Help Desk CRM integration
10

Customer Experience

Every feature we have needed to have has, Salesforce Service Cloud was able to provide. We were ready to go out of the box and once we looked for additional features, they were already ready to install or in the build phase. The support was always helpful and able to put us in the right direction for any issues that had come up.

Do you think Salesforce Service Cloud delivers good value for the price?

Not sure

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

Managing multiple records at once is easy to do with Service Cloud. Getting a whole view of a record and all its related records in the same view is something that makes Salesforce Service Cloud usable for the busiest of worker. It has a lot of built in keyboard shortcuts which can be customized to make the work even faster while keeping your hand off the mouse. The only reason I do not give it a ten rating is that these keyboard shortcuts are known to sometimes clash with your built in browser keyboard shortcuts.
Salesforce is known to do maintenance on their systems every so often, but they give a large heads up when they take the system to read-only. In my experience it has been done for a few hours every three to four years. This is of course planned maintenance. Unplanned outages are rare, can happen, but that is why the educate their customers to keep a third party backup of the data and metadata in case something goes wrong where that might be affected.
The performance of Salesforce Service Cloud is excellent. The most complex reports that are lengthy are loaded in chunks as to get to your results faster. Each lengthy page loads a bit at a time. It is noticed that when you scroll down you may see a brief loading circle before the next chunk of data will load, on reports or any records. This provides the most recent or more important, provided you set up your page with the most important at the top to load extremely quickly. Although we use a few integrations, it does not seem to slow anything down in Service Cloud. Most of Salesforce now is relying on the browser to cache the pages, so it gives a more seamless experience. Occasionally, loading a new record type, or starting up after a reboot can take an extra moment, so this is why I cannot give it a ten rating.