Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
February 29, 2024
Salesforce Service Cloud is a sturdy platform and built for enterprise level clients
Score 5 out of 10
Vetted Review
Verified User
Software Version
Professional
Overall Satisfaction with Salesforce Service Cloud
Salesforce Service Cloud serves as our support ticketing system. When a customer writes into one of our support email addresses, that email automatically comes into Salesforce Service Cloud as a Case to be handled by our team. We track the quantity of cases and types of cases over specific periods. It allows us to make business decisions such as hiring more headcount or where customer concerns are.
- Tracking Support Tickets
- Support Ticket Analytics
- Native Fields that Contain Email Metrics
- Native Logic that moves Case to appropriate status
- Native Logic around assigning Case to Appropriate Rep
- 360 View of Customer
- Case Reason Tracking
- All in One CRM
It is an admin feat and costly to add in all the fringe add ons into Service Console.
Zendesk has it's own challenges in terms of Administrator difficulties and a completely different back-end than Salesforce Service Cloud. I would recommend Salesforce Service Cloud if you need a clean database of Companies and Contacts. Zendesk does not excel in overall CRM management. Zendesk is built more transactional help centers where you may get thousands of tickets each day and don't need to keep clean the customer's previous interactions. The more enterprise and sophisticated your customer level is the more I would recommend Salesforce Service Cloud (example healthcare, finance, etc.), whereas Zendesk is better for say e-commerce or retail clients where you need to move quickly and don't need previous interactions stored very well.
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?
No
Did implementation of Salesforce Service Cloud go as expected?
Yes
Would you buy Salesforce Service Cloud again?
Yes