One of the best clouds for CRM with a great feature set
April 23, 2021

One of the best clouds for CRM with a great feature set

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

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

Salesforce [Service Cloud] is great for managing customer interactions ranging in issues from customer service to complex needs. The fields are very customizable that you can tailor to your specific business needs. A nice feature is that you can access the service cloud directly from your email inbox. This also creates a log so that all communication with customers can be kept as a record. This can be used by others within the company to review any correspondence prior to engaging with the customer.
  • Very integrated service cloud community which enables users to help eachother
  • There is a mobile application that allows you to manage customers from any device
  • Live agents are available to chat is you need support
  • Licenses can be expensive
  • Steep learning curve that requires training to understand all the features
  • Data entry can be time consuming due to all the feature sets
  • It been a great investment because it allow us to be more efficient with our time when review customer information
  • The search functionality is a little slow and can be frustrating for users
  • Others within the organization can review customer note that colleagues have entered and allows everyone to get up to speed quickly
I have used Microsoft Dynamics in the past and I feel that Salesforce compares positively to it. While both software offers cloud based service and a mobile app, Microsoft Dynamics doesn't support integration with Gmail. One of the reasons we like Salesforce so much is that it can integrate with your email.
SAP Analytics Cloud, Oracle CX Sales (formerly Oracle Engagement Cloud and Oracle Sales Cloud), Sugar Sell (SugarCRM)
[Salesforce Service Cloud is] great at capturing detailed customer information. The information layout is easy to navigate and you don't have to move through a lot of different screens or places within the software to get a thorough understanding of the customer. Where it is less appropriate- I don't know of a way to check if someone else is viewing or working on a customer case at the same time. There may be an issue where two people are working on a case simultaneously and not even know it.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
8
Expert directory
9
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
8
External knowledge base
9
Internal knowledge base
8
Customer portal
8
IVR
7
Social integration
10
Email support
8
Help Desk CRM integration
9