Good choice for native Salesforce companies
September 04, 2024

Good choice for native Salesforce companies

Erin Gracyalny | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We use Salesforce Service Cloud for our ticketing system. When customers have issues they can report those issues via email or via a landing page where they can fill out basic ticketing information to submit a ticket. We also host our knowledge center on Salesforce Service Cloud and allow some customers to access all of their open and historical tickets from Salesforce Service Cloud.

Pros

  • Response time reminders
  • Connected to CRM

Cons

  • Integration with Jira
  • Team management
  • Cost
  • Faster ticket response times
  • Detailed reporting on overall cases and case management
It is usually available, we've only had one availability issue in the last few years.
I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is expensive as well.

Do you think Salesforce Service Cloud delivers good value for the price?

No

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

It is a helpful tool, but it can be a bit cumbersome to manage. It is also a bit expensive, but we already use CRM for Salesforce and it is convenient to be able to immediately tag contacts and accounts when the tickets come into the system and tie them directly to the account. I do know an integration with Jira is possible (we use Jira internally for our engineering team to escalate issues) but it is not configured right now so managing the connection between support tickets and Jira tickets is manual and hard to keep up with.

Salesforce Service Cloud Feature Ratings

Incident and problem management
8.2
Organize and prioritize service tickets
8
Expert directory
Not Rated
Subscription-based notifications
7
ITSM collaboration and documentation
8
Ticket creation and submission
10
Ticket response
8
Self Help Community
7.0
External knowledge base
7
Internal knowledge base
7
Multi-Channel Help
7.3
Customer portal
7
IVR
Not Rated
Social integration
Not Rated
Email support
8
Help Desk CRM integration
7

Comments

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