Horrendous Product, Consider All Other Options
April 27, 2021

Horrendous Product, Consider All Other Options

Peter Vadelnieks | TrustRadius Reviewer
Score 1 out of 10
Vetted Review
Verified User

Software Version

Professional

Overall Satisfaction with Salesforce Service Cloud

Service Cloud is being attempted to be used as a customer facing support tool. It does not solve any problems and in fact creates more as it is not a proper tool to be used for customer facing support inquiries. This is being used by a few teams within my company and others are trying to expand its usage.
  • It has caused team infighting.
  • It has created more problems than solved them.
Salesforce is lightyears behind Zendesk. You have to be trained as a Salesforce admin to do anything, while Zendesk takes minutes to set up and is actually customer friendly. There are not native telephony options within Salesforce and the tools you use to integrate are handled through other companies. If you have a support issue you have to reach out to a separate company, which is worthless.
Salesforce works as a Sales CRM, any other uses of it as absolute garbage. If you want to build a customer experience this is the absolute worst tool to use, use a real tool like Zendesk.

Salesforce Service Cloud Feature Ratings

Organize and prioritize service tickets
1
Expert directory
1
Subscription-based notifications
1
ITSM collaboration and documentation
1
Ticket creation and submission
1
Ticket response
1
External knowledge base
1
Internal knowledge base
1
Customer portal
2
IVR
1
Social integration
1
Email support
1
Help Desk CRM integration
1