Salesforce Service Cloud Room for Improvement

Ed Romson
Artist and Owner at a tech consulting company
The treatment of email processing in the Service Cloud is still reminiscent of email processes appropriate to sales. There is a lack of flexibility to process an email (not web-to-case contacts) as a contact. This might take an entire rewrite of the approach or a purchase and integration of one of the competing email processing apps (which will go un-named, but you know who I mean). Having said that, Salesforce is always improving, I am constantly amazed at the way they listen to their customers and (eventually) move innovations suggested by the field into their products. View full review »
reviewer983598
Senior Vice President with 51-200 employees
While there is extensive reporting in the system, there is not always a direct route to get what you are looking for. There are plenty of tools in the market that provide those capabilities. I would just prefer it if there were an SFDC option. View full review »
it_user363717
Salesforce Service Cloud Admin at a financial services firm with 1,001-5,000 employees
Avoid customizations as much as possible. View full review »
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