There’s a reason Salesforce is the industry standard.
February 28, 2020

There’s a reason Salesforce is the industry standard.

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce Service Cloud, primarily for our sales department. We use it to maintain our sales leads and create pipelines to onboard new clients. It is also used to store the account information of our clients and to make updates to their accounts.
  • It makes it simple to look up the account information of leads and clients.
  • It enables us to keep detailed records on each account to keep account executives on the same page.
  • Allows us to easily make updates to our clients accounts
  • Sometimes the UI could be clunky. But we were using Salesforce Classic, I think Salesforce Lightning would fix most of these problems.
  • Some of the custom apps within Salesforce didn’t work quite right. But I don’t necessarily think that was Salesforce's fault.
  • I was an account executive, so I don’t have solid numbers. But our ROI definitely would’ve been lower if the sales team didn’t have Salesforce.
They were similar, but I liked the setup of Salesforce Service Cloud. I also used Infusionsoft for a small business and used Salesforce at a large tech startup, so it’s hard to compare.
The support teams always promptly replied to any problems I had.

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?

I wasn't involved with the implementation phase

Would you buy Salesforce Service Cloud again?

Yes

I think Salesforce Service Cloud is best suited for sales teams, account management, customer service, or some type of call center.

Salesforce Service Cloud Feature Ratings

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