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My Salesforce Service Cloud nightmare
February 28, 2020

My Salesforce Service Cloud nightmare

Harry Fischer | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is being used by our organization (6 employees) for client information tracking and for case management.
  • Keeps proper track of your client lists. That's all.
  • Has a nice graphical interface.
  • Speed of loading pages/information.
  • Proper communication with customers via email; allow a single dashboard view of your open items/unanswered Items etc.
  • It is an expense that was not worth it.
I have used Desk.com for years and Freshbooks.com

Both of the products above didn't have as many features, bells, or whistles to work with. But they did what was expected of them in an expeditious way without fault. Salesforce has thousands of functions to use, but to actually get the hang of it is pain in the rear end.
The only place I can think of it as being well suited is if you have a trunk full of cash ready to spend on customizations. Otherwise, it is a waste of your time and money.

Salesforce Service Cloud Feature Ratings

Incident and problem management
1.8
Organize and prioritize service tickets
1
Expert directory
1
Subscription-based notifications
1
ITSM collaboration and documentation
4
Ticket creation and submission
3
Ticket response
1
Self Help Community
1.0
External knowledge base
1
Internal knowledge base
1
Multi-Channel Help
1.0
Customer portal
1
IVR
Not Rated
Social integration
Not Rated
Email support
1
Help Desk CRM integration
1

Customer Experience

You would need to email and it would take like 48 hours for someone from the other end of the world (in a country with a pay-rate of about 10cents an hour) to get back to you. Then, they provide you with a ridiculous answer that doesn't even make any sense.

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

No

Are you happy with Salesforce Service Cloud's feature set?

No

Did Salesforce Service Cloud live up to sales and marketing promises?

No

Did implementation of Salesforce Service Cloud go as expected?

No

Would you buy Salesforce Service Cloud again?

No