SalesForce Service Cloud, a capable product overall
April 23, 2021

SalesForce Service Cloud, a capable product overall

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Salesforce Service Cloud

We are using it only for customer service support. However, we do not use the CRM (Customer Relations Management) portion. This means we use it for phone, email and chat and it assists us in multiple countries. It is our main line for customer support.
  • We can use it to support our customers worldwide.
  • It collects the data in reports so we can analyze overall customer support.
  • It maintains the customer records so we can review the history.
  • Customer service is extremely poor in that the departments won't communicate. Rather, the customer is expected to keep the ball rolling.
  • We tried to utilize their surveys but they don't supply the report. So customers can complete a survey but we can only review by line item. Customer service confirmed this.
  • We may use a feature one day and it is gone the next. For example, we cannot use Macros now and they cannot commit to when the issue will be remedied.
  • It allows us to serve our customers on a basic level.
  • We are not able to use their survey due to their lack of reporting and the work-around of using a macro is also not working.
  • We can communicate with our customers world-wide.
Zendesk changed their agreements making us unable to continue with them due to our agreements with our customers. SalesForce allowed us to maintain our customer agreements.
It is well suited to collect the basic data we need and it maintains phone, email, chat info. They have confirmed they are HIPAA compliant with the data and that is very important. But, their customer service is seriously disjointed. It is understandable that an issue must be escalated to the next department but that should be done internally without expecting the customer to do so.

Salesforce Service Cloud Feature Ratings

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