What is Salesforce Service Cloud?
Categories & Use Cases
Media
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Top Performing Features
Organize and prioritize service tickets
Prioritize tickets to ensure most urgent are tackled first
Category average: 8.6
Ticket creation and submission
Users and agents can easily enter new support requests.
Category average: 9
Email support
Integrates with email so that agents can send and receive information related to support tickets via email; email communications are attached to support tickets.
Category average: 8.8
Areas for Improvement
External knowledge base
Customers can self-service by searching through help articles.
Category average: 8
ITSM collaboration and documentation
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
Category average: 7.4
Customer portal
Customer portal allows customers to submit tickets themselves and/or access self help resources.
Category average: 8.3
