Case management and tickets escalation are the best features
October 15, 2025

Case management and tickets escalation are the best features

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

Software Version

Enterprise

Overall Satisfaction with Salesforce Service Cloud

We manage cases, case management using service console in service cloud. The ticketing system in external system was not feasible enough to maintain tickets and not user friendly.
A new custom dynamic service console to maintain or case management for the agents to resolve the cases timely .

Pros

  • case management
  • omni channel
  • reduction in resolution time
  • knowledge articles
Yes

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?

Yes

Would you buy Salesforce Service Cloud again?

Yes

Field service lightning, service console

Salesforce Service Cloud Feature Ratings

Incident and problem management
9.0
Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.5
Customer portal
8
Social integration
10
Email support
10
Help Desk CRM integration
10

Comments

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