Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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External reviews are not included in the AWS star rating for the product.
Great for Centralizing Service Cases, but Switching from Sales Cloud Is a Hassle
What do you like best about the product?
Being able to capture service cases at one place
What do you dislike about the product?
Have to switch from sales cloud while working
What problems is the product solving and how is that benefiting you?
Managing service cases
Service Cloud Helps Us Manage Student Cases Across Departments
What do you like best about the product?
Service Cloud enables our students to submit a variety of case types to different departments. For example, since we have many international students, the DSO can monitor and address any issues students encounter with their visas.
What do you dislike about the product?
At the moment, students tend to submit several similar cases if they do not receive a prompt response. We are hoping that Salesforce will be able to identify and automatically merge these duplicate cases, as our current system lacks this capability.
What problems is the product solving and how is that benefiting you?
This tool has enabled us to streamline the way we respond to student questions, and, importantly, it now allows us to track individual cases and maintain historical records. From a data standpoint, we are able to identify recurring issues more easily, which helps us refine our processes or develop targeted solutions.
Great for Data Integration, Challenging for Enterprise-Wide Alignment
What do you like best about the product?
It helps combine data from multiple platforms information on how we best service our clients, such as triage of change
What do you dislike about the product?
It could be challenge to draft the enterprise wide vision of the execution plan because all business interests and units need to be aligned
What problems is the product solving and how is that benefiting you?
It has been helpful in addressing how we can better serve our customers and manage incoming requests more effectively.
Great for Customer History and Case Management
What do you like best about the product?
Complete customer history and case management
What do you dislike about the product?
Cost and learning curve. Hard to get our team up to speed.
What problems is the product solving and how is that benefiting you?
Customer center knowledge
Easy Access to Service Data for Seamless Collaboration
What do you like best about the product?
Ability to easily access relevant service data to share between service and sales partners
What do you dislike about the product?
Separate cloud experience and would like to bring together data source for service, sales and product
What problems is the product solving and how is that benefiting you?
Ability to easily share service data from a service platform to our sales partners.
Great for Case Management and Reporting
What do you like best about the product?
Cases. Reporting. Case queue management.
What do you dislike about the product?
Different case type values needed. Queue management
What problems is the product solving and how is that benefiting you?
CustomerbService cases
Looking Forward to Using for Job Seeker Case Management
What do you like best about the product?
We don’t have it yet but we want to get it for case management of our job seekers.
What do you dislike about the product?
We aren’t actively using it yet so cannot say.
What problems is the product solving and how is that benefiting you?
We intend to use it to help job seekers with their queries related to programs and help them enroll in their desired program.
Handles Email Influx with Ease, CTI Setup Could Improve
What do you like best about the product?
I appreciate how easy it was to start using Salesforce Service Cloud. Its capability to manage the influx of emails and organize cases effectively is incredibly helpful. The feature that stands out the most is resolving customer claims and requests, which is invaluable to our team.
What do you dislike about the product?
One challenging aspect I've faced with Salesforce Service Cloud is dealing with the setup, particularly the omnichannel feature and the configuration of external CTI systems. Additionally, we encounter a significant amount of spam emails within the system, which disrupts our workflow. I also wish that the CTI capabilities were available at no extra cost, as this would enhance our usage without additional expenses.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud organizes and manages the influx of emails, simplifying case handling despite spam issues.
Efficient Service Channel Management, No Major Drawbacks
What do you like best about the product?
Streamlined service channel management and reporting.
What do you dislike about the product?
There can be a more customization and cost.
What problems is the product solving and how is that benefiting you?
Case management.
Boosts Campaigns with Seamless Product Launches
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps us gain more customers for our new products and offers better member experience. The product fits our organization's needs better than other service providers. I find the mailing and bulk marketing campaigns extremely useful for bringing products to market. The integration with Marketing Cloud and Financial Service Cloud works very effectively, contributing to our overall efficiency.
What do you dislike about the product?
I experienced a learning curve when starting with Salesforce Service Cloud. It took some time for our resources to adapt to the new environment.
What problems is the product solving and how is that benefiting you?
I find it helps us gain more customers for new products, enhancing customer support and member experience, and enabling effective marketing campaigns.
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