Flexible, simple and future proof!
April 28, 2021

Flexible, simple and future proof!

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

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

Pros

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

Cons

  • More pre-built customer portal options.
  • 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.
This solution provided our organization a flexible platform. The other solutions were rigid or required complex integrations.
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.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
10
Expert directory
8
Subscription-based notifications
9
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
10
External knowledge base
8
Internal knowledge base
8
Customer portal
8
IVR
Not Rated
Social integration
Not Rated
Email support
9
Help Desk CRM integration
Not Rated

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