Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Puts our customer 1st
What do you like best about the product?
I think the best part of the Service Cloud is their Omni-Channel functionality that allows us to quickly route the cases ti the reps that have the experience and bandwidth to resolve it quickly.
What do you dislike about the product?
With all relational databases there is a level of customization that's required. Service cloud does require an Admin or in some instances a Developer too.
What problems is the product solving and how is that benefiting you?
Service Cloud allows our reps to have a 360 view of our customer while resolving this isuess lightning fast (pun intended)
Service Cloud Certified Consultant
What do you like best about the product?
Omni channel support capability. Service console features.
What do you dislike about the product?
Knowledge Management can be better. Social media support can be better.
What problems is the product solving and how is that benefiting you?
Contact center efficiency. Reduced call time/issue.
Recommendations to others considering the product:
Great capabilities. Excellent business support.
Service Agent Application
What do you like best about the product?
Best Service App in the Market, Lot of Features Call Center Telephonic Integration, Live Agent, Email to Case , Web too Case, SLA Management , Service Console .
What do you dislike about the product?
Service console app having wired behaviour in some browsers.
What problems is the product solving and how is that benefiting you?
implemented case management system for client
Recommendations to others considering the product:
Service Features
Streamlines Our Support Process
What do you like best about the product?
The best part about the Service Cloud is that it gets our support team to log cases in the same place our sales team is logging their activity and deals! It makes it so much easier for everything to be managed in one place.
What do you dislike about the product?
We have a lot of duplicate records in our database, and sometimes cases get logged on different contacts. When you try to merge contacts together you can't becuase you cannot merge cases. This would be an ideal feature add.
What problems is the product solving and how is that benefiting you?
We are able to solve our customer issues faster, and get direct insight when there is a lag in being able to solve their issues.
Recommendations to others considering the product:
If you use Salesforce for you CRM, the Service Cloud is a no brainer! I would recommend.
Good Case Management solution
What do you like best about the product?
Case History is amazing - you find everything related t one place. Speed of the app and platform. Mobile app integration, no matter which UI you use you get everything seamlessly. Availability of Salesforce platform and scalability is amazing. Also as its a SaaS solution, it helps my organization focus on business and not tool management.
What do you dislike about the product?
Too many clicks needed in browsing through, but I can understand why is that. However Salesforce can certainly work in this area. I think the price is on a higher side.
What problems is the product solving and how is that benefiting you?
Case management reported by customers
Worked with Salesforce for 8 years now
What do you like best about the product?
As far as service flow goes, Salesforce does a great job of keeping contacts organized, as well as providing a good 360 view of their activity. I am not aware of other products that are as overall compatable as Salesforce
What do you dislike about the product?
Sometimes the development aspect can be overwhelming, but if you have developers that understand what is possible, who not to do, and best practice, results can be very good
What problems is the product solving and how is that benefiting you?
We are able to track customer issues and stay on top of ongoing challenges. Tracking overall customer history and activity allows us to manage their services and experience
Adequate
What do you like best about the product?
Ease of use contacting customers via email
What do you dislike about the product?
Navigation to other sections , such as docusign
What problems is the product solving and how is that benefiting you?
Customer support by email is made simple.
Salesforce Service Cloud - Contact Centre Back Bone
What do you like best about the product?
All our interactions and information is in one place - any way a customer contacts us shows all in one place.
What do you dislike about the product?
The needs of our business required us to make lots of customization's - the customization's are now causing us issues and we have to reengineer - In summary salesforce is great the way its supposed to be used.
What problems is the product solving and how is that benefiting you?
Keeping everything in one place!
Easy to manage contracts and entitlements
What do you like best about the product?
Service Contracts & Entitlement Management, Omni Channel and Live Agent
What do you dislike about the product?
Service Cloud Console performance when loading list views
What problems is the product solving and how is that benefiting you?
Addressing automatic routing of cases/leads via Omni channel and integrating it live agent.
User-friendly, but needs improvement
What do you like best about the product?
Salesforce is easy to navigate once you get the hang of it, with a friendly interface.
What do you dislike about the product?
In the year I used it, there were several glitches in various areas with no clear way to work around them.
What problems is the product solving and how is that benefiting you?
I used it to look up donor accounts and edit their payment histories to reflect receipts from Kimbia.
Recommendations to others considering the product:
Good way to keep track of donors and account histories, but has lots of room for improvement.
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