Software that makes life easy!
May 16, 2022

Software that makes life easy!

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

Overall Satisfaction with Work.com

We use the application for raising and resolving tickets as part of incident management and also for production releases as part of the change management processes of the ITIL lifecycle. The users normally log in through a single sign-on option, and the tool is one of the default apps available for all users.

Pros

  • Good interface
  • Simple and concise
  • User-friendly

Cons

  • The change requests page could be better
  • The process for the incident lifecycle could be a little simpler
  • Search options could be improved a bit
  • Incident management
  • Problem management
  • Change management
  • Reduces time to resolve incidents
  • Enables to get a good overview of the change
  • Improves employee involvement and productivity
It is very similar to ServiceNow, but the options are much lighter and hence a bit easier to train employees on how to use it. It also integrates well with Jira, which is quite good. Some of the features are more straightforward, which makes it easier to handle a large volume of incidents.

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

Yes

Are you happy with Salesforce Employee Service Management's feature set?

Yes

Did Salesforce Employee Service Management live up to sales and marketing promises?

Yes

Did implementation of Salesforce Employee Service Management go as expected?

Yes

Would you buy Salesforce Employee Service Management again?

Yes

It is good for incident and change management. It can also be used for problem management. Not very useful for auditing as the search functionality has to be improved for that. Quite easy and convenient to use. The ability to export reports also would be great for checking incidents and change trends.

Comments

More Reviews of Salesforce Employee Service Management