Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration
April 23, 2021

Service Cloud has great reporting and time tracking as well as serviceable ticketing workflow and collaboration

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is used across all departments within the technology business of our organization. It is used as a ticketing system to assign support tasks to the right groups and individuals. Time spent is tracked and reported on. Support specialists can manage and prioritize their queue and keep track of support cases that can be open for lengthy periods of time.
  • Customizable templates for specific support flows.
  • Time track reporting and other reports.
  • Easy queue management.
  • End users find opening a ticket cumbersome.
  • Too many communication options sometimes makes communication unwieldy.
  • There should be an option to pause time during a Waiting (Internal) state.
  • As an administrator who provides support, Service Cloud has been extremely valuable for managing and prioritizing support requests against project work.
  • Time tracking and reporting features saves valuable time and helps with capacity management.
  • Some users avoid using the system because they are uncertain of which queue to submit their case to.
I wasn't involved with the selection of this tool, but I used ServiceNow at a previous employer and preferred the ease of use and workflow of ServiceNow. Both offer customized templates, which is great, but ServiceNow was simpler to design and change. Salesforce has more time tracking and reporting features, though.
Salesforce Service Cloud is well suited for organizations that are looking for a robust ticketing system, detailed reporting and time tracking features. Easy to track time spent supporting customers and can use the reporting to bill the customers efficiently. The customizable templates make it easy to adopt Service Cloud if your company has many different support teams with different support flows.

Salesforce Service Cloud Feature Ratings

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