Item: Salesforce Service Cloud
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

We use this across our entire enterprise. This supports all customer web support, direct customer support, internal support, and tracking of all support.

Pros and Cons

Easy to manage across multiple incoming lanes.
Flexible for our changing service requirements.
Customizable to each user experience.

More pre-built customer portal options.

Return on Investment

We do not measure our support platform from an ROI perspective, we selected this from a requirements level and future growth. This is the only platform that allows us to build upon existing data and select from multiple applications to integrate later.

Alternatives Considered

ConnectWise Manage, Atlassian Confluence and Zendesk Sell (formerly Base CRM)

This solution provided our organization a flexible platform. The other solutions were rigid or required complex integrations.

Other Software Used

Atlassian Confluence, Slack, ConnectWise Sell (formerly Quosal)

This is a great solution for any customer that requires a 360-degree view of all their customer interactions. This platform also allows teams and/or divisions to have unique requirements and workflows to support different lines of business. We also have the option of creating different customer experiences based upon their specific support solutions.

Flexible, simple and future proof!

Software Version

Overall Satisfaction with Salesforce Service Cloud

Use Cases and Deployment Scope

Pros and Cons

Return on Investment

Alternatives Considered

Other Software Used

Likelihood to Recommend

Salesforce Service Cloud Feature Ratings