Salesforce Service Cloud helped us deploy a customer solution in less than two weeks.
May 20, 2021

Salesforce Service Cloud helped us deploy a customer solution in less than two weeks.

Gordon Dalgleish | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Salesforce Service Cloud

Salesforce Service Cloud is being used in conjunction with Salesforce Community to deliver the management and verification processes of a known user group for one of our central government clients. We have integrated Salesforce with other third party systems with ease and developed a robust end to end process workflow for our clients verification process. All contact history is captured against each account as well as processing case notes and automatically generated, outbound are emails. Self service for our client is delivered using the standard authentication features of Salesforce Community which then links directly to Salesforce Service Cloud and any changes to our clients data is instantly captured and processed accordingly.
  • Super fast set-up of the service from design through to production.
  • Robust method of release management from sandbox, to test, to production.
  • User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
  • Simple api integrations with other third party systems
  • Broad range of features and functionality
  • Einstein search features provides faster information mining for our agents as they help to resolve customer requests.
  • You need to fully understand the data model to make implementation simpler.
  • Reporting can be challenging if you are after status at historical points in time.
  • Some features can be cost prohibited
  • Because this is a cloud service, the security, implementation framework and feature list is very mature and you don't have to develop these during implementation.
  • The larger the implementation programme the better the licensing arrangements
  • Free developer toolkit for proof of concepts or showcasing features
  • Limited to annual subscription model
We were after a robust and very scalable solution, which could be rapidly implemented. Salesforce Service Cloud not only fitted the bill, but it was much easier to source skills and find on-line learning to help achieve our goals. Although the other technologies could have met the requirements, they would have taken longer to implement and it was harder to find the right resources to help undertake the work at that time.
Genesys Cloud (formerly PureCloud), Microsoft 365 (formerly Office 365), Microsoft Teams
Salesforce Service Cloud is excellent as a CRM, a case management system, multi-channel contact centre support application, service and ticketing application as well as helping automate back office processes.
If you want to extend Service Cloud into Sales, Self-Service or Digital Marketing, you need to purchase additional services which can be relatively high cost.

Salesforce Service Cloud Feature Ratings

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