Salesforce.com Service Cloud Software


 

Service Cloud from SalesForce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralize and optimize the agent efforts, allowing them to handle customers' requests and manage cases.

Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.

The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.

 

Salesforce.com Service Cloud - Service Console
 
  • Salesforce.com Service Cloud - Service Console
    Service Console
  • Salesforce.com Service Cloud - Service Knowledge
    Service Knowledge
  • Salesforce.com Service Cloud - Service Social Service
    Service Social Service
  • Salesforce.com Service Cloud - Service Agent Collaboration
    Service Agent Collaboration
  • Salesforce.com Service Cloud - Service Cloud Mobile App
    Service Cloud Mobile App
  • Salesforce.com Service Cloud - Service Communities
    Service Communities
Supported Operating System(s):
Mac OS, Web browser (OS agnostic)

349 Reviews of Salesforce.com Service Cloud

 

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Software Advice Reviews (44)
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Showing 1-20 of 44

Igor from Autorambler
Specialty: Media
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2018

August 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce Service Cloud gives us a lot of opportunities to automate tasks. The system provides a very good reporting module.

Cons

Salesforce Service Cloud is a very good system but for me it is extremely difficult to use and difficult to implement.

Review Source
 
 

Jacques from Above Security
Specialty: Engineering
Number of employees: 2-10 employees Employees number: 2-10 employees

August 2018

August 2018

Salesforce Lightning Essentials

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

- Good price for functionalities included; perfect for small companies;
- Installation is a breeze;
- Training material is very exhaustive and complete.

Cons

- Migrating to more elaborate versions will cost a lot of money;
- Purchase process was a real pain: salesperson not knowledgeable at all and offer most expensive version upfront;
- Configuration is a bit tricky, especially is no experience beforehand

Review Source
 
 

Kendal from VM Strategies
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

Great if you wanted bundled business services

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

At it's core Salesforce is a CRM company that is trying to diversify into a one stop shop for your business software needs.

Cons

It's not always better to bundle your services, I've found it better to use the industry leading software for their core business product, no need to compromise on quality for the bundled version.

Review Source
 
 

Jake from CIE Tours International
Specialty: Hospitality / Travel
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

July 2018

July 2018

Core Functionality - Limited Features

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

It's easy to dive into Sales Force because of the Trail Blazing app. A lot of great core functionality but doesn't contain any flashy features.

Cons

Setting up some of the Groups/Rules can be a bit difficult even with the training. It's easy to get started but not intuitive when it comes to customization.

Review Source
 
 

Jesse from DataCare Corporation
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

Simple and Easy to Use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

This software did the job for us, allowed us to see what help was needed through our help desk. Not much to say other than it does what it says it will.

Cons

None at this time. I use it for the main purpose that it provides. Other members of our team have mentioned a slight learning curve though.

Review Source
 
 

Carmen from Gattuso Consulting LLC
Specialty: Consulting
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2018

April 2018

Service Cloud Review

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Solid application. Great analytics and CRM functionality.

Pros

Very intuitive software to use. Good workflow functionality. Minimal training required. Good analytics.

Cons

It is a little expensive compared to other applications. Reporting capabilities could be more robust.

Review Source
 
 

Harmandeep from PeerIQ
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Salesforce.com Service Cloud

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

I really love the flexibility to setup customizations and different configs. It also has a add ons features which you require. The UI is pretty attractive and easy to navigate.

Cons

It has an automated support feature, which is not pretty good as it doesn't tends to your actual support needs. It requires a license which gets expensive.

Review Source
 
 

Cesar from Distrito Capital
Specialty: Public Sector
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

April 2018

April 2018

The best CRM software in the market

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

This app is awesome, because it offer a lot of services based on the cloud, you do not have to look for another one, this one is the best, it works through a big set of servcices, for of the most important are Marketing Cloud and Commerce Cloud, because with this two we can improve our selling and other servicies efficientely and fast. making a better relationship with customers and sellers.

Cons

It is a big expensive, so you have to think deeply if you want to pay that amount of money for a CRM app, but it is a good choice for improve your business and increase the revenues.

Review Source
 
 

Kevin from Salesforce Consultant
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

March 2018

March 2018

Service Cloud is next level service for your team!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Fantastic extras on top of a great platform. You can enact SLA's for cases based on accounts, set rules for escalations and paths for intervention with case management. Service Cloud also has a fantastic console that allows for easy customization to enhance user experience.

Cons

Service Cloud components are a little tricky to build at first. And a lot of the cool configuration stuff does require a bit of super admin skills. But once you have this up and running it's fantastic.

Review Source
 
 

Sunny from IdealUser
Specialty: Software / IT
Number of employees: 11-50 employees Employees number: 11-50 employees

March 2018

March 2018

Easy Modification

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Salesforce.com is very easy to use. They have very helpful, friendly and responsive staff. I am excited to see how my organization will expand the tools offerings.

Cons

Other Thant that we find no major flaws with the product. It looks like a traditional system but need to have more front-end capabilities improved.

Review Source
 
 

Haley from The Mint Julep Boutique
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

March 2018

March 2018

Good For Tracking Concerns

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use the service cloud to track customer concerns and help answer questions more efficiently. It helps keep concerns straight between employees.

Cons

There are little glitches, and as this is a cloud system, we can lose responses and information if our internet has problems.

Review Source
 
 

Jason from DE-EL Enterprises, Inc.
Specialty: Construction
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2018

February 2018

Expensive but Well-Respected

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Very powerful tool, and very robust program. The amount of detail it can track is amazing! Quick to access the info that you want.

Cons

The biggest issue is this is going to be a large investment for your company!!! Make sure that your IT or support staff is up to speed before tackling the setup.

Review Source
 
 

Edward from Rosetta Stone
Specialty: Software / IT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Improvement Over Previous CRM Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

I like that the tool allows for a great deal of customization depending on internal needs. It also integrates well with the sales cloud, allowing sales reps to have a good handle on customer inquiries.

Review Source
 
 

Priscilla from Electronic Caregiver
Specialty: Other
Number of employees: 1 employee Employees number: 1 employee

January 2018

January 2018

One Stop Shop

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I this fitting many different types of businesses. Having different communication options is key when building a customer profile and It's hard to find things that are more of a one size. I could recommend this company to just about any business owner or manager.

Pros

There are so many ways to communicate with your team big or small. This allows you to be able to stay in touch and manage everyone in a more consistent and efficient way. You can easily talk to a driver and the driver can easily punch in information that everyone has easy and instant access too. I see this being a win win for customer and all the legs of the business.

Cons

I don't see how this would be worth the price for a company with only one other worker. However, if you were looking to expand this would be the perfect option to start with.

Review Source
 
 

Kevin from Megapath
Specialty: Telecommunications
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Service cloud on crack

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Service cloud like you have never seen. Amazing features and fantasric hud for service teams. Everything in one view that is actually everything!

Cons

A big change when first setting up for teams used to using salesoforce outside of the service cloud console.

Review Source
 
 

Hannah from Gap Inc.
Specialty: Retail
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

January 2018

January 2018

Inconsistent, but easy to use

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It’s a pretty straight forward software, easy to train people on even without much computer skills.

Cons

Really inconsistent when searching for things. Slow all of the time and almost seems like it has a mind of it’s own.

Review Source
 
 

Emily from CED
Specialty: Software / IT
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

November 2017

November 2017

Great issue tracking

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

lots of features, great search, easy to use, fast, issue tracking, personalized queues, email notifications

Cons

some tasks can be cumbersome, with what seems to be an overly long number of clicks and different steps

Review Source
 
 

Shawn from Playboy
Specialty: Media
Number of employees: 10,000+ employees Employees number: 10,000+ employees

September 2017

September 2017

Salesforce essential for big companies

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

This is the prime CRM tool and most famous one out there. We are sent to the convention in San francisco every fall, and it is always a great experience. It is a premium software for big companies, and it has become the industry standard.

Pros

1. excellent CRM tools
2. Great analytics
3. Business growth metrics
4. Specific statistics
5. Company profile snapshots

Cons

1. Expensive
2. hard to get help sometimes
3. More options.
4. Some company employers don't believe in it

Review Source
 
 

ana from Chelsea Groton
Specialty: Banking
Number of employees: 201-500 employees Employees number: 201-500 employees

September 2017

September 2017

I expected more, the behind the scene reporting was cumbersome. Loading leads into the system was a lengthy process

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

Great tools for call record keeping (calls and all communications)
Lead assignment between agents
Customer profile creation

Cons

Difficult behind the scenes (leads loading)
Working with excel and adding the leads to Sales Force was very particular and difficult

Review Source
 
 

Daniela from Jellyvision
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Easy reporting, tracking, and integration

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

We use salesforce in multiple parts of the sale/renewal/implementation process. It's been excellent to use a product that has such full integration with pretty much every other tool we need to use.

Cons

You absolutely need Salesforce analysts to fix bugs, maintain the system, and help manage the tool. This is not an easy tool to keep running for an org, but it's worth it.

Review Source
 
 
 
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Showing 1-20 of 305


December 2018

December 2018

Very Powerful Tool

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Salesforce is very customizable. There's so much you can do with it to tailor it to your organization. It connects all of our departments together and allows us a historical picture into each individual customer.

Cons

Difficult to implement. Difficult to learn. Lack of awareness of the available tools like User Communities, Macros, and Email Templates.

Review Source: Capterra
 

Joe from Avochato
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Best CRM out there

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Salesforce is the best place to store important customer information and make sure that it's accessible. It also has a virtually limitless app store that will add almost every kind of functionality you could ask for.

Cons

The system takes a lot of time and commitment to get up and running. Lightning isn't super intuitive when compared to Classic.

Review Source: Capterra
 

CLaudien from Michelin
Number of employees: 10,000+ employees Employees number: 10,000+ employees

December 2018

December 2018

Selling force

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Pros

Salesforce is the most complete and simple CRM I was given to use. You can associate the applications you want to your account, depending on your needs, and all will communicate between them.

Cons

I don't have any problems so far. Maybe we could say you need a powerful computer if you want to open several apps fril Salesforce at the same time !

Review Source: Capterra
 

Christiana from CPJ Global
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Easy to use CRM

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Our team uses the visual dashboard to track works and what we do for our clients. The record keeping and team working together are what I enjoyed most.

Cons

Seems to be working fine but be prepared for the limits before investing into it but it sure have features that will help sales.

Review Source: GetApp
 

Michael from IntellectSoft
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Great conditions

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

This product provides full-featured access even at a free rate. Good customization and a decent level of integration with other applications. Compared with other programs, I decided to stay on this.

Cons

There are several minor drawbacks, but they do not affect the overall impression. A somewhat overloaded interface, it would not hurt to work on optimizing it. Everything else is cool.

Review Source: Capterra
 

Rutvij from United Shore
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

The Force

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Everything is liked from the software. Best software on the earth.

Cons

Nothing disliked. Best software on the earth.

Review Source: Capterra
 


December 2018

December 2018

Best CRM for serious businesses

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Salesforce has been the most important software we have implemented.

Pros

The best thing about Salesforce is the ability to customize the platform to work with our business. You can also integrate all your other softwares to Salesforce.

Cons

The only con is that it takes time to set-up correctly but will allow you to scale and grow.

Review Source: Capterra
 

Tarun from Strategic IT Solutions Inc
Number of employees: 5,001-10,000 employees Employees number: 5,001-10,000 employees

December 2018

December 2018

Salesforce

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Salesforce is a great CRM tool for handling sales and customer date

Cons

There is nothing in the tool that can be classified as a con

Review Source: Capterra
 

Amanda from Trendy Stream
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

What we need for a successful business

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Service Cloud focuses on solving customer service tasks and automates the key functions of this process so that we can focus the attention of our employees on the website, social networks, and references of our clients. The cloud interacts with Google, so our staff can always find the necessary answers to customers’ questions, even in the most emergency situations. In Service Cloud, information is recorded directly in the CRM database, so it is an invaluable tool for e-commerce, financial services, as well as a number of other industries.

Cons

Overall, we have just a few problematic issues we want to mention here. We had some difficulties when we tried to integrate Service Cloud with Azure, but, luckily, they were solved pretty fast.

Review Source: GetApp
 


December 2018

December 2018

The best cloud CRM available to successfully manage your customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Salesforce is fast gaining popularity.. I have been using it at my current workplace as well as my previous workplace. Using Salesforce has been a treat. I can track leads, send out marketing material for selected groups as well as track sales- an end to end solution. I recently discovered the Data import wizard and it has made life so much easier. The customer service team is also very responsive. It is a win-win!

Pros

The best feature of Salesforce is its easy setup- its objects and associated processes are intuitive and come with an interactive platform. Lead management is seamless and the ability to automate marketing is a cherry on the top.

Cons

Price might be a tipping point (as always is) but the services offered are worth paying for.

Review Source: Capterra
 


December 2018

December 2018

Easy to use sales rep essential!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Salesforce makes working in a CRM so easy! I am able to keep an easy to view report of my accounts and see the most updated activity as well as be as detailed as needed within each account. The customization makes the platform incredibly convenient. I have experience with several CRM's but Salesforce has been the easiest to use yet!

Cons

The reporting functionality is AWESOME once you master it. It is be a little tricky but after getting experience with it and knowing what fields you want to pull it makes it easy.

Review Source: Capterra
 

Grigoriy from Genius Marketing
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Multifunctional tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

After a short period of study and habituation, we managed to implement the full use of Salesforce. In case of an error, the program reports that something has been done wrong. Easy integration with document programs.

Cons

Pretty confusing navigation. I would like the process of editing fields in the file to be simplified. The user interface looks outdated and needs to be updated.

Review Source: Capterra
 


December 2018

December 2018

Easy to use

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Salesforce has a very functional user interface, and is easy to use.

Cons

There's actually nothing that I would report that I don't like about this software.

Review Source: Capterra
 

Aurora from Consulting
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

Lots of features... almost too many

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Good way of tracking lots of moving parts, and forwarding cases between teams.

Cons

Complex, easy to get lost while navigating.

Review Source: Capterra
 

Kirill from Internet marketing agency Netpeak
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Powerful sales management system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

In our company, we use the SalesForce online service to manage our sales system. The main advantage of this tool is the presence of a powerful analytics system. Based on this data, you can create reports on revenue and net income.

Cons

The first thing I lack in the SalesForce service is the ability to upload all analytical information from my personal account. The second thing I would add is lead monitoring in real time.

Review Source: Capterra
 

Tanya from SSA LTD
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

A useful platform, but difficult to master

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

In our company, SalesForce is used to solve many problems, for example, for comfortable tracking of customer contacts. It is possible to easily integrate with programs for documents.

Cons

I had to spend a lot of time on the partial study of the available functionality that I need at the current time, so I think that in order to complete it, it will take a lot more.

Review Source: Capterra
 

Daniella from Conversion Moe
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

December 2018

December 2018

Salesforce is complicated at the beginning, and a very good habit to be constant.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Our team was a bit confused with its range of tools. On the other hand, after spending a few minutes and getting used to it, it was amazing how long it took us to use it, it saves a lot of time and space, its optimization can improve.

Pros

We are pleased to see the demonstration of this platform, what we could note in our database is the following. It has an interesting interface, very affordable when it comes to be used and a top quality technical service.

Cons

However, we must emphasize the negative things to make a balanced criticism, first of all we must know and be aware that it has a terrible performance and even worse optimization, and a range of tools quite confusing.

Review Source: Capterra
 

Roman from SSA Group
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Reliable online business process management system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

In our company, we use SalesForce to manage sales and marketing. The service provides a large number of different settings and configurations. You can create and manage lists of tasks.

Cons

The SalesForce tool does not allow managers or other employees of the system to work with documents: contracts, acts, statements, etc. No quick response feature to customers.

Review Source: Capterra
 

Grigory from Global Services at Luxoft
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

A good idea, but sometimes lame implementation

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

It is very convenient that the application is located in the cloud, there is no need to waste the internal resources of a desktop computer. Good compatibility with all popular browsers, management is very simple. Within a few months after the start of use, I came to the conclusion that, in general, the platform can help optimize the business.

Cons

There were difficulties with the preparation of reports, it is necessary to master the step-by-step instruction of the basic functionality of the program. Technical support specialists respond too slowly, sometimes you have to wait for a response within a few days.

Review Source: Capterra
 

Michael from Nimble
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

A worthwhile tool, but a bit slow

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

With Salesforce, we can easily create our own workflows. There are a significant number of functions that allowed us to fully customize the product to the needs of our company.

Cons

The main disadvantages of Salesforce is slow work and insufficiently intuitive reporting. Sometimes there are difficulties when searching for specific projects.

Review Source: Capterra
 
 
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