Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud changed our business
What do you like best about the product?
Service cloud has allowed us to create records of all of our customer interactions and proactively predict when a customer needs help from us.
What do you dislike about the product?
We have had some issues with the switch from classic to lighting but that hasn't been a big problem
What problems is the product solving and how is that benefiting you?
we are now able to create reports to discover which of our customers are putting the most strain on our service team and address the issue by providing extra help to them.
Recommendations to others considering the product:
Get a written and defined SLA
Salesforce helps my team perform efficiently and effectively
What do you like best about the product?
I love the ability to customize fields and workflows that fit our processes.
What do you dislike about the product?
When I have a question about best practices, I often find the self-help solutions a bit cumbersome.
What problems is the product solving and how is that benefiting you?
My team can quickly tailor responses and move through cases in an efficient manner due to client data being right at our fingertips.
Super easy for salespeople & customer success team to use
What do you like best about the product?
Our Sales/CS folks are heavy users of Salesforce for CRM activities so I was thankful that we implemented Service Cloud to have everything we need in one view/tool. Submitting cases is pretty straightforward and I love that we get email notifications when anyone replies to the ticket with questions, answers, next steps, etc. As a relationship manager, it really helps me stay on top of current customer issues or tasks on my plate
What do you dislike about the product?
As new replies are added via chatter to a case I receive the email notification and can click to go directly to the case in Salesforce. However, often times the full chat/discussion history does not show up. Instead, I have to click again on the ticket number to pull up all the conversation history.
What problems is the product solving and how is that benefiting you?
Quickly address customer concerns, technical issues, dev/ bug problems, escalation needs and more!
Awesome Experience
What do you like best about the product?
The sales force platform is so intuitive and user friendly. It allows ease of communication with internal and external customers, which makes everything so much more easily traceable. Highly recommend for every business.
What do you dislike about the product?
Not much to be honest. Wish I had more freedom of customization.
What problems is the product solving and how is that benefiting you?
Not a lot to be honest. I love the customer integration the best and the ease of tracking everything.
a framework that allows you to do anything
What do you like best about the product?
IT provides you with a framework to build off of and gives you the resources you need
What do you dislike about the product?
can be difficult to set up, very sensitive to changes
What problems is the product solving and how is that benefiting you?
keeping all records and calls and emails in one large database that we can pull from
User friendly and easy to report
What do you like best about the product?
We use it for launch test request. You can implement all details on Salesforce Service Cloud and everyone can reach it.
What do you dislike about the product?
We use authenticator application for security. sometimes it take little bit time.
What problems is the product solving and how is that benefiting you?
We are using it for launch tests with our OPCO' s. You can reach every details.
Easy to use software don’t forget to clear your cache
What do you like best about the product?
The software is smooth and very easy to use and learn.
What do you dislike about the product?
For some odd reason it caches results or settings and I find myself clearing my cache 1-2 times a week.
What problems is the product solving and how is that benefiting you?
The software has helped us integrate our knowledge base and case system together.
Recommendations to others considering the product:
Definitely give it a try!
Create more sales opportunities
What do you like best about the product?
With the salesforce platform it is easier for me to organize my work and be able to perform easier tasks, it is one of the largest platforms with good resources
It allows to combine analysis of mass emails, text messages and visits to websites from our automation platform with individual emails, notes and phone call records
It allows to combine analysis of mass emails, text messages and visits to websites from our automation platform with individual emails, notes and phone call records
What do you dislike about the product?
It has a very steep learning curve, I have used the platform for a couple of years and I feel that I still have a lot to learn from that platform because of its multiple functions, it does not just learn and discover new tools that serve and amaze more and more, I do not like that I am trying to sell continuously new supplements for the main product that makes them become intense and this is unpleasant
What problems is the product solving and how is that benefiting you?
With the experience I have had in this platform I have understood the great service it provides with useful functions such as activating and deactivating as necessary the tendency of each business that is being carried out or carried out, it allows a good order of information of all the data received of the clients and thus allow us to have a more secure base to execute tasks a little faster and easier to perform at the moment of establishing a business
I am using the service cloud to trouble shooting the product of customer thru easy way withexpetise.
What do you like best about the product?
It's one of the best and higly reated customer service software solution. Whether by web, email or phone, this software enables agents and customers to quick connect and solve customer problem.
What do you dislike about the product?
Very limited options when it comes to pre-built data fields. Can't update data labels in order to make it fit our scenario. Report/Dashboard preview data during editing is not reflecting real data until you have to save and run it.
What problems is the product solving and how is that benefiting you?
My favorite thing about Service Cloud was the auto-assignment rules. It saved us a great deal of time and headaches to know that all tasks were routed to the most available person without management intervention. I appreciated the ability to create and tweak auto-assignment and queue rules. This allowed us to route tasks to the correct team members.
Recommendations to others considering the product:
It's one of the best software to solving the customer problems and meet to the right agents.
Great CRM program
What do you like best about the product?
Simple, Customer centered, and great for marketing companies. Salesforce is easy to set up and modify that doesn't require a professional setup.
What do you dislike about the product?
Nothing currently, but one thing I disliked about the program was back when it first rolled out with our company there were several issues and crashes, but since they have fixed the bugs causing said problems.
What problems is the product solving and how is that benefiting you?
Being more customer centered and focused has improved our overall customer satisfaction surveys.
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