Salesforce Service Cloud - great option for growing businesses
April 26, 2021

Salesforce Service Cloud - great option for growing businesses

Tim Regas | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Salesforce Service Cloud

Our company utilizes Salesforce Service Cloud to manage our sales pipeline, current customer data, as well as customer support issues. Our sales team uses Salesforce to build and manage a pipeline of new business. They also utilize Salesforce to manage existing customers and ensure their needs are being met. Our support department utilizes Salesforce to manage support issues. Since both sales and support data is in the same place it is easy to see each departments' actions and if the other is actively working with a client.
  • Salesforce manages customer data well. It is easy to add/update customers.
  • Salesforce manages support cases well. It is easy to create history of tickets and see what is happening as well as report on this information.
  • Salesforce makes reporting very easy. You can create reports for just about anything and can present the results in an easily digestible manner.
  • Salesforce is highly customizable. Need a field or value to track, no problem to add it where you want it and access it when you need it.
  • Salesforce makes reporting very easy. See the current and prospective pipeline in just a few clicks.
  • Billing is a challenge with Salesforce, it is not clear and not easy to access.
  • The contract for Salesforce Service Cloud is always difficult and requires negotiation each year.
  • The tiers of product are to large, if you want one feature from the next option up there is no way to get just that feature, you have to purchase the entire next option just for one feature.
  • Salesforce has allowed us to build a pipeline of business and actively follow up on it.
  • Salesforce has allowed us to easily manage support tickets and track resolution times.
  • Salesforce a large annual expense since we are required to pay for the whole year upfront.
We previously used a home grown, proprietary system for our needs. This started to get costly and clunky as our database grew. We ended up going with Salesforce because they are purely cloud based. They also have a large footprint and very robust solution so they help us migrate to the platform as well as can scale as our business grows.
Microsoft 365 (formerly Office 365), Google Analytics, QuickBooks Online
Salesforce Service Cloud is a great option for those who want to manage customer data. It definitely works well if you have a large amount of data to manage. It is also very nice if you are looking to integrate with other apps like sales apps, email apps, or marketing apps. I would recommend those on a budget or who do not have a large amount of data look else where since it can be expensive.

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
Email support
Help Desk CRM integration