Salesforce Service Cloud Offers Many Built-in and Customizable Options
July 21, 2024

Salesforce Service Cloud Offers Many Built-in and Customizable Options

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We implemented Salesforce Service Cloud after adopting Salesforce as our system of record for enterprise nonprofit donations and more. We offer internal support through email-to-case and a call center, and are launching an external call center and live chat. Our staff use internal self-service through an Experience Cloud portal site including Knowledge and Ideas, both enhanced with third-party add-ins. We've also adapted standard features like Incident Management and Asset Management for processes adjacent to support services.

Pros

  • Email-to-case as a customer service channel
  • Integrated reporting and dashboards for measurement
  • Integrations with a variety of third parties

Cons

  • Additional feature licenses are required for Chat and Messaging
  • Chat bots are adaptable but require additional purchase
  • Facilitated centralizing internal support services to staff
  • Freed up SMEs from misdirected requests
  • Consolidated internal knowledge for self-service
Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.
Salesforce Service Cloud offers deep integration with our current and expanding CRM data, along with numerous pre-built features that didn't exist in Kayako when we used it. (We used to use an instance Kayako installed in a private cloud environment.) Salesforce Service Cloud also offers continuous innovation, in-depth community and paid support, and highly reliable availability.

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

Customer service can be simple across teams with email and cases. Because Salesforce Service Cloud offers numerous features and is endlessly configurable, it pays to work with certified Salesforce Admins who can clearly understand your organizational needs and both built-in and options from third-party apps and integrations. For example, make sure any telephony integration supports Salesforce Omni-Channel if you plan to use more than email and phone channels.

Salesforce Service Cloud Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
9
Expert directory
8
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
9
Ticket response
9
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
9.0
Customer portal
9
Social integration
8
Email support
10
Help Desk CRM integration
9

Using Salesforce Service Cloud

60 - Customer Service
Donor Services
Finance
Facilities
Human Resources
Legal & Risk Management
Business Intelligence
Event Management
Technology Operations
1 - This headcount includes a Certified Salesforce (Basic) Admin and a part of the time of several Salesforce and MuleSoft developers.
  • Internal staff support
  • Donor support
  • Event support
  • Incident management
  • We added a streamlined effort-tracking feature for cases, incidents, and other requests
  • We added Advanced Communities Knowledge Ultimate and AC Ideas for enhanced self-service and ideation
  • We plan to implement entitlements for service-level agreements
  • We will evaluate Messaging since the basic Chat feature is being deprecated in 2026
It provides essential and customizable core service features while seamlessly integrating with our CRM and other data for continued tie-ins.

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