Horrendous Product, Consider All Other Options
Updated July 26, 2024

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

Incident and problem management
1.0
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
Self Help Community
1.0
External knowledge base
1
Internal knowledge base
1
Multi-Channel Help
1.2
Customer portal
2
IVR
1
Social integration
1
Email support
1
Help Desk CRM integration
1

Using Salesforce Service Cloud

100 - Customer Support
Operations
Leadership
After Sales Surveys, CSAT
PowerBI Teams
Data Collections
2 - We rely too much on external support for Salesforce Service Cloud. CRM an all around Salesforce knowledge is needed in order for things not to break. We also need IT people who know how to integrate other tools with SF Service Cloud
  • Customer Support
  • CSAT Survey
  • SLA Monitoring
  • Data Collection
  • None, SF Service Cloud is not good
  • There are much better software tools to use for this
Service Cloud is built on Salesforce, and our current instance is so convoluted and clunky, the people who implemented it are no longer with us and every time a change needs to be made the platform nearly collapses. Using dedicated CRM/Service customer support platforms is the better way to go.

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