Salesforce Service Cloud is a helpful tool for customer service
February 20, 2024
Salesforce Service Cloud is a helpful tool for customer service
Score 9 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
We use Salesforce Service Cloud in a few ways. It's mostly used as an email ticketing and case management system. Our customer support teams can access the different cases and respond timely. We also have it integrated with our phone system so the teams can get access to the records and respond.
- Helps customer service manage cases
- Provides efficient support where anyone can see contact info
- Centralizes customer interactions
- Better out of the box reporting
- Deduplication
- Expensive
- Helped to improve response rates to customer inquiries
- It's a significant cost in our annual budgets.
- Provides organization for customer service.
We do like and use the CRM capabilities too. It's helpful to see what cases and emails have been associated to the various contacts within an account. This also gives a variety of people visibility in the account management.
We have been using Salesforce Service Cloud for well over ten years.
Do you think Salesforce Service Cloud delivers good value for the price?
Yes
Are you happy with Salesforce Service Cloud's feature set?
Yes
Did Salesforce Service Cloud live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Salesforce Service Cloud go as expected?
I wasn't involved with the implementation phase
Would you buy Salesforce Service Cloud again?
Yes