Salesforce Service Cloud has great capabilities!
July 22, 2024

Salesforce Service Cloud has great capabilities!

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

Software Version

Unlimited

Overall Satisfaction with Salesforce Service Cloud

Our Customer Service team uses Salesforce Service Cloud to communicate with customers about issues, orders, anything. Our customers will email us and it goes to CS or Quality teams, based on the EMail-to-Case functionality. It routes to the appropriate team, and they can help the customer and resolve the cases.

Pros

  • collaboration
  • notification
  • organization

Cons

  • emails coming into SFDC (Salesforce Sales Cloud) - issues with visual look (via Outlook)
  • emails coming into SFDC - issues with truncation (via Outlook)
  • Improved CSAT scores
  • reduction in ticket resolution time
  • reducation in swivel chair
SFDC never goes down. It is always there and ready to use when you need it, whether you are on the go or in the office. You can use the mobile application or desktop version seamlessly.

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?

Yes

Did implementation of Salesforce Service Cloud go as expected?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Well suited if you have customers that have certain things they need to reach out to you about.

Salesforce Service Cloud Feature Ratings

Incident and problem management
10.0
Organize and prioritize service tickets
10
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
Internal knowledge base
10
Multi-Channel Help
7.0
Email support
7

Comments

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