Salesforce Service Cloud has really helped!
February 20, 2024

Salesforce Service Cloud has really helped!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce Service Cloud as our CRM platform. We create person accounts, cases, and orders. In addition, we also use Knowledge to attach technical information for our reps. Having this one pane of glass makes it simple for our reps to get a view of the latest happenings for our customers. This in turn gives them the ability to efficiently address customer concerns.

Pros

  • View all customer details (cases, orders) in one pane of glass
  • create workflows to update fields, statuses, and create records
  • Update customer information (address, contact info) easily

Cons

  • Ability to edit stock report types
  • Easier access to data import wizard
  • easier to share report folders with specific people
  • one call resolution
  • better agent experience
  • quicker resolution time
There has only been a few instances where Salesforce Service Cloud had unplanned outages. It is reliable and we don't even have to worry about its reliability.

Do you think Salesforce Agentforce Service delivers good value for the price?

Yes

Are you happy with Salesforce Agentforce Service's feature set?

Yes

Did Salesforce Agentforce Service live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Salesforce Agentforce Service go as expected?

Yes

Would you buy Salesforce Agentforce Service again?

Yes

Salesforce Service Cloud does a very good job of giving a 360 view of a customer in a single pane of glass. You can easily go from account to cases, to activities, to orders. This makes it easy to provide customers quick feedback and answer al their questions. In addition, easy access to knowledge gives agents easy access to important information.

Salesforce Agentforce Service Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
10
ITSM collaboration and documentation
Not Rated
Ticket creation and submission
Not Rated
Ticket response
Not Rated
Self Help Community
9.5
External knowledge base
10
Internal knowledge base
9
Multi-Channel Help
10.0
Customer portal
Not Rated
IVR
Not Rated
Social integration
Not Rated
Email support
10
Help Desk CRM integration
Not Rated

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