Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Efficient Customer Interaction, Needs UI Refinement
What do you like best about the product?
I love the ease of use of Salesforce Service Cloud, which makes it accessible even for those transitioning from other platforms. I'm impressed by how it helps cut down customer service time by at least 30%, increasing efficiency. The specific features of entitlements and milestones stand out as particularly valuable, aiding in the organization of our service cases.
What do you dislike about the product?
I found the user interface of Salesforce Service Cloud to be less slick than I would like. Additionally, the initial setup was somewhat difficult.
What problems is the product solving and how is that benefiting you?
I use Service Cloud with Agentforce to interact with customers, reducing the need for service reps and cutting down service time by 30%. It efficiently organizes our service cases.
Powerful Automation and Productivity with Salesforce Service Cloud
What do you like best about the product?
Salesforce Service Cloud's pros include powerful automation, enhanced agent productivity through a unified agent console and case management, and scalability.
What do you dislike about the product?
With the shift to agentforce it would be helpful to understand more about the best practices of getting to agents
What problems is the product solving and how is that benefiting you?
Helps us streamline our service operations
Great for Enhancing Customer Experience, but Can Be Too Technical
What do you like best about the product?
It helps clients to improve the customer experience
What do you dislike about the product?
It might be Too technical for some users
What problems is the product solving and how is that benefiting you?
Proactiveness for communication with clients
Great SFDC Integration, but Setup Is Time-Consuming
What do you like best about the product?
The SFDC integration makes it easy for us to keep CS in our SFDC instance
What do you dislike about the product?
The amount of work it takes to set up but the help was solid
What problems is the product solving and how is that benefiting you?
Keeping cs within SFDC so all data is McCabe to everyone
Robust and User-Friendly, but a Bit Tedious
What do you like best about the product?
Robust end to end solution and user friendly
What do you dislike about the product?
Somewhat tedious to use with many prompts and details
What problems is the product solving and how is that benefiting you?
Aggregating tcs data
Great Customization and Features, But Lacks Native Phone Integration
What do you like best about the product?
Easy to customize , lots of functionality
What do you dislike about the product?
Not having native integration for our telephones solution
What problems is the product solving and how is that benefiting you?
Customer support
Great Daily Salesforce Tool, But Could Use More Default Object Variables
What do you like best about the product?
Really good service for salesforce, my team use it daily.
What do you dislike about the product?
Maybe some others default variables for objects that coould help us
What problems is the product solving and how is that benefiting you?
My company works with service cloud so it helps to resolve cases daily
Efficient Call Handling but Expensive
What do you like best about the product?
I love the intuitive UI of Salesforce Service Cloud that meets our needs, making it ideal for our operations. I appreciate the efficient CTI and knowledge base integrations that streamline our call center processes. The ease of setup was impressive, allowing quick implementation and getting everyone working seamlessly.
What do you dislike about the product?
The cost of user-based licenses for Salesforce Service Cloud is seen as expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for our call center, where it streamlines processes with CTI integration and account pop-ups, facilitating quick responses, and providing an efficient multi-tab interface.
Solid IT Support Solution with Room for Feature Growth
What do you like best about the product?
I appreciate the service cloud's ability to offer a wide range of services for tech support and field services. It makes managing IT support and cases easy. Moving cases from one state to another is straightforward, and it's beneficial for our IT support management.
What do you dislike about the product?
I found that for beginners who are new to Salesforce, there is a significant learning curve, which makes it challenging to get started. Additionally, there are some disadvantages in maintaining and managing IT support and cases effectively. Furthermore, I would like to see more agent support or force-based support features to better meet our needs.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for IT support management and case management, which helps streamline managing IT support and handling cases efficiently, moving them seamlessly from one state to another.
Powerful Capabilities, But Needs a Modern UI
What do you like best about the product?
I appreciate how Salesforce Service Cloud boosts our revenue and drives efficiency, providing a seamless customer experience. It maximizes productivity and resolves cases much faster. The agent experience is much better, AI capability is good, and having all data in one place through the data cloud makes it a comprehensive solution.
What do you dislike about the product?
I find setting up Salesforce Service Cloud quite challenging due to its steep learning curve compared to other CRM providers. Additionally, the user interface feels outdated and lacks modern integration capabilities. I would appreciate more abstractions to make the setup and use easier.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud boosts revenue, enhances efficiency, provides seamless customer experiences, increases productivity, and accelerates case resolution.
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