Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
February 20, 2024
Salesforce Service Cloud's integrated data makes up for clunkiness and lackluster features
Score 7 out of 10
Vetted Review
Verified User
Software Version
Enterprise
Overall Satisfaction with Salesforce Service Cloud
We use Salesforce Service Cloud to manage customer support cases, implementation projects, and manage several customer communities for different brands. We need tools to manage replies with customers, SLAs, and an integrated knowledge base for solving cases. Our goal is to reduce case volume, so built-in case deflection, e.g., article suggestions, is important.
- The knowledge base is integrated into the case solving workflow
- Queues can be maintained for different product areas and cases can be routed efficiently
- Good reporting features to see where our problem areas are
- Knowledge base is very poorly implemented — authoring, reporting, categorizing are time-consuming and clunky
- Permissions are confusing — we are frequently asking our admins to adjust user permissions so they can see what they need
- We have had to custom build several things that should be out of the box, e.g., rich text fields for case input (!), milestones (SLAs), case followers
- Approximately 30% case reduction
- Far fewer cases reach out tier 1 support with the self-service knowledge
The integrated CRM with cases and communities is a huge selling point, one that makes up for a lot of the missing features we enjoyed on other platforms. The fact that the KB is integrated, for instance, is great for quick customer and agent access, but the KB itself has so many missing features that it's been difficult to work with at scale.
Do you think Salesforce Service Cloud delivers good value for the price?
No
Are you happy with Salesforce Service Cloud's feature set?
No
Did Salesforce Service Cloud live up to sales and marketing promises?
Yes
Did implementation of Salesforce Service Cloud go as expected?
No
Would you buy Salesforce Service Cloud again?
No