PowerSchool Unified Classroom Special Programs vs. Salesforce Service Cloud

PowerSchool Special Education is well suited in one specific area: special education in elementary, middle and high schools. It works here due to the nature of the platform, which focuses on meeting the needs of students with all disabilities. The software offers information on specific cases, students, as well as Academics. This supports the mission of supporting all students and making it easier for educators, parents, and administration to be more heavily involved in tracking, monitoring and supporting students. When using PowerSchool Special Education, it simplifies the IEP process. Collaboration is one of the best abilities the software provides. There is a need to track program eligibility, including 501 accommodations and Title 1, and in a school with such a large population, the functionality that this software offers to users is important.

Incentivized

This cloud is a good option for attracting large numbers of customers for mid-scale and large-scale organizations. However, it’s not suitable for small companies or startups due to its high cost. For use cases where real-time input from customers is taken and then processed on the cloud to give them output, this platform is a must.

Incentivized

• It provides all the documents necessary for supporting federal and state laws in regards to the special education program.
• Extremely effective in helping to meet reporting standards for students. Teachers that fall behind on deadlines or timelines are given reminders and provided with processes to monitor progress and reporting.
• Case management is easy, which leads to 100% compliance. This is important because the best strength is that this platform helps to increase funding by meeting all requirements of the Fed and State.
• An additional strength is the collaborative potential it offers. The platform offers student portals to let staff access all resources on demand.

Incentivized

• Super fast set-up of the service from design through to production.
• Robust method of release management from sandbox, to test, to production.
• User access controls can be fine grain, which is great for GDPR requirements, limiting access to only necessary data.
• Simple api integrations with other third party systems
• Broad range of features and functionality
• Einstein search features provides faster information mining for our agents as they help to resolve customer requests.

Incentivized

• In terms of improvement, the interface is extremely ugly and simple in design, color and icon design. The platform needs to have a much more interactive and appealing interface so that use is more comfortable.
• For parents, their side of the platform has a lot of options. That needs to be simplified. I think less and more drop downs within the key menus would help.
• The disability codes are very lengthy. Perhaps there are easier or faster ways to access subsections to select.

Incentivized

• A free trial would be extremely valuable to customers who are not able to commit to a full plan.
• The pricing of this program is not priced competitively with other similar services.
• Can be quite time consuming to maintain.
• Not user friendly if you aren’t tech savvy/familiar with software.

Incentivized

Professional edition works best for a small company with lower call volumes and is very useful but as you grow exponetially I think it has limited ability to do all the things we want to - SLA management, defect, release management to name a few. Reports and dashboards being available in real time.

I love that the Salesforce Service cloud provides all of the functionality that I need when implementing business processes for our customer support representatives. It even has enough functions and features that allow us to customize and expand upon our current processes, giving us the ability to go above and beyond what we've thought we could ever do. Using cases coupled with Salesforce's automation tools help ease the workload and keeps our data integrity intact.

Incentivized

Salesforce's Trust Center clearly communicates occasional issues to anyone who subscribes, down to an organization's cloud instance. Bundled sandboxes ease updates, and seasonal upgrades are seamless, scheduled well in advance with plenty of information about what's coming. Support agents have noticed intermittent Omni-Channel disconnects due to internet connections, and these are clearly notified.

Load times can be slow, but this is also based on how much customization you have done. We added a lot of custom fields which could cause additional slowness in loading. This was never anything that affected our overall efficiency. I did not notice that Service Cloud slowed down any of the systems we had it integrated with

Incentivized

Salesforce offers support, although it generally gets routed to overseas support teams first, and once they are unable to help, it gets escalated up the chain to higher tiers. Frequently, the answer back from support is that there is no native solution, and we either have to turn to the AppExchange for some solution provided by another developer, or custom build our own solution.

Our in-person training was provided by our implementation partner and it was quite good. This was in part because we were already working with them and so it naturally leant itself to a good training relationship. And because they were building our customizations and configuring things, they could then provide training on those things naturally.

Incentivized

Trailheads are great but it was often unclear what actually applied to our organization. This made it difficult to get a whole lot out of it. Part of it is that because the basic Salesforce features didn't quite work for us, we had to add customizations, which then nullified a lot of the training.

Incentivized

I would go through an implementation very differently knowing what I know now. It was difficult coming from systems we liked in post-sales service and having to adapt to the clunky and underwhelming feature set in Salesforce. I would trim back our expectations

Incentivized

There is no other software on the market that is specifically focused on improving the support of special education programs. PowerSchool Special Education system has a similar interface and structure that Moodle Rooms offer; however, Moodle Rooms is for content management and student management. PowerSchool Special Education is not related to course curriculum management, it is primarily focused on special education programs. Managing special education programs can be very difficult and stressful. It is impossible to successfully comply and healthily support a special education program without tools such as PowerSchool Special Education. Even more important than what other software does do for schools and educators, this platform makes it more convenient for families. Electronic forms and parent portals make processes easier.

Incentivized

I honestly prefer Zendesk to Salesforce Service Cloud. I find that Zendesk is easier to manage both on the support ticket side, as well as the knowledge center side. It looks and feels easier to use than Salesforce Service Cloud. Salesforce Service Cloud is fine, but it is expensive as well.

Incentivized

The product has scaled up with our company growth just fine. No issues here other than slowness in clicking around and running reports

Incentivized

• There is also a positive impact on ROI for the school. Utilizing this software provides the school with the ability to increase the potential it receives in Title 1 funding. Title 1 funding is a major source of funding for inner-city schools in particular.
• Normally, the IEP and tracking process is lengthy, filled with paper, and often takes more time than necessary. Utilizing this software speeds up the process and provides clear requirements to be met, which reduces the number of questions and confusing meetings or papers left in teacher mailboxes.
• I have not experienced a negative return on investment with the software, because, without it, the paper trail would be too lengthy and the process would be much more convoluted, with long meetings, long sheets of paperwork, and missed deadlines due to a lack of clear collaboration.

Incentivized

• We have cut our service team in half over the past 5 years due to the efficiency of the tool
• The amount of direct inquiries to our technical team is less than 10% compared to the number support tickets that get entered in the system for them to work in a more organized manner
• Responses are 100% more timely because tickets can be responded to by any individual in the queue or on the team, as opposed to direct emails to just one person

Incentivized