A power user who is still in love with Salesforce Service Cloud
Updated May 17, 2021

A power user who is still in love with Salesforce Service Cloud

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

It's used across multiple support and onboarding teams to support our customers. We use it to answer customer-related incidents and work requests. It's also used to updated and manage customer information based on work requests.

Pros

  • The ability to open tickets from emails.
  • Link multiple related tickets.

Cons

  • It lacks a global search option.
  • I wish it could structure incoming client requests.
  • Excellent return on investment by allowing us to do more with less.
  • It has helped new associates quickly climb up the experience ladder and get versed with major issue types.
Service Cloud is linked to our internal Salesforce CRM tool which is a huge advantage. It allows everything in one place and also allows us to integrate with other tools such as Kimble.
Service Cloud allows users to automate service processes, streamline workflows and find articles, topics, and experts to support the agent.
It's less appropriate when tying up similar cases or even allowing knowledge sharing across tickets.
However, any changes require a lot of effort and usually need to engage consultants which gets expensive.

Salesforce Service Cloud Feature Ratings

Incident and problem management
8.3
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
Not Rated
ITSM collaboration and documentation
5
Ticket creation and submission
10
Ticket response
10
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
Not Rated
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
10

Customer Experience

Very prompt service and tons of material available to come up to speed. The community is very strong.That is a lot of material on the Internet that you can access as well as a community that one can refer to if you need help right away. I am very satisfied.

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?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

I found it very usable. I like the email to case functionality as well as the fact that you can leverage Einstein feature to get information at a higher level for all the tickets and then to be able to categorize them and devise automated answers using Einstein. Overall, very robust functionality
We have an internal team that manages service cloud salesforce as such I have not encountered any unplanned outages. while there have been changes but they are usually well-known in advance so you can plan work accordingly. I have not encountered any unexpected application errors so far. I will rank it solidly as far as stability and availability are concerned.
It has reasonable speed and doesn’t slow down any linked application or stand alone reports

Comments

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