I like how Salesforce IT Service Cloud integrates with our internal knowledge base. I love its AI capabilities, especially how it generates solutions based on customer data and our KB articles, correlates the reported case with the RCA and solution, and moves from a problem statement to a solution fast. It puts relevant KB articles and customer data in one place, which saves us research time when solving cases. I also love that integrating it with Slack, Outlook, and ServiceNow was pretty straightforward and seamless to implement. Review collected by and hosted on G2.com.

I find the learning curve a bit steep because the UI can seem cluttered when I first see it as a new user, though it becomes fairly familiar with use. The AI capabilities are very good, but they can sometimes complicate the results more than the solution has to be, so there is still a lot of scope for improvement. Review collected by and hosted on G2.com.