Agentforce Service
Salesforce, Inc.External reviews
6,966 reviews
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Benefits Support Team's in Closing Cases
What do you like best about the product?
I think the layout of Service cloud fosters faster closure of cases due to the most information they would need being accessible with less extra on the page.
What do you dislike about the product?
It's a change the teams have to get used to and when things are not in the same place they are used to it can cause retraining
What problems is the product solving and how is that benefiting you?
Business problems are to tailor the system to be as easy to use as possible because our support teams case load has slowly been increasing. Making sure the tool doesn't cause a bottleneck is incredibly important.
Service Cloud is Synonymous with Service Excellence!
What do you like best about the product?
New age console. Swift and lightning speed.
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
It's the service excellence portal that you want your hands on by all means!
It has helped our organization scale up in terms of providing optimum care to our customer base.
The customer sat score has increased manifolds ever since we implemented.
Easy and quick access plus swift navigation to different modules on the same screen is the USP.
It has a robust architecture with detailed analytics and solid reporting engine.
On demand reports give you greater insights and visibility into your work demands and behavior.
The entire platform comes in real handy to help your workforce multitask and keep the case resolution and turn around pretty tight.
99.9% uptime guarantees you seamless service all the time and is key to customer success.
Thank You Salesforce!
What do you dislike about the product?
Minor workflow improvements under the hood could be an added delight.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
Open up a few more ports to collaborate and integrate with other softwares to help build a bigger ecosystem.
There isn't anything that you can practically dislike for real apart from opportunity areas.
What problems is the product solving and how is that benefiting you?
It has helped us scale our customer experience.
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
C-Sat scores have gone up.
The teams are more effective and equipped than ever.
Total value add package it is!
This is an Amazing platform for your business to provide Quality service to your business partners and Customers
Recommendations to others considering the product:
Go with It and it will take you places!:-)
Service cloud has been extremely helpful when tracking our customer service issues and open cases
What do you like best about the product?
I like how we're constantly reminded of open cases. This was a big issue for our customer service because occasionally issues would fall through the cracks and we would end up with a unhappy client.
What do you dislike about the product?
It would be nice to have more training materials on Service Cloud.
What problems is the product solving and how is that benefiting you?
We have less unhappy customers because issues are being handled no matter how many months have passed.
Recommendations to others considering the product:
Give it some time to get familiar with before making a decision.
Used Service Cloud for 4+ years for mulitple clients.
What do you like best about the product?
a. Flexibility of modeling Salesforce for business use case.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
b. Native Case Management with blend of workflows and approval process.
c. Real time health check on service via Reports and Dashboard.
d. Support on Success Community is really appreciated.
What do you dislike about the product?
There are several and is difficult to jot them in this survey. A few in the hit list are:
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
a. Limitations of Process Builder (there are lots of problems).
b. Ideas on Idea Exchange sit for years and never get implemented even when it is on threshold. Although there are stages defined but ideas are not delivered, seems SF product team is real picky on what can be delivered. If an idea can not be matured as a feature at least there needs to be a status that says ""Can not be delivered" rather than lingering around for years.
c. Case Comments needs to be added in Salesforce 1, for institutions that are in Higher Ed domain and making use of Salesforce 1, there is no real benefit of using it as it lacks the ability to add comments.
What problems is the product solving and how is that benefiting you?
Automation limitations with total number of workflows: On our instance we had exceed the maximum number of active workflows and was left on a stand still stage where no further implementations could be made. We therefore were forced to hire a developer to move all possible workflows to APEX and then move newer implementations to Process Builder. At this stage process builder have its own limitations and specific construct to use to automate business.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
This may be straight forward to Salesforce as a company but, this really gets a client in black hole as an administrator can not stop the service of existing clients and no further clients can be onboarded.
Keeping the team honest and the organization humming!
What do you like best about the product?
The analytics and reporting engine for the service cloud is superb. It is intuitive, clear, and provides the data I need with a click. The fact that I can produce dashboards for the team to review and monitor is an added bonus that no other platform does.
What do you dislike about the product?
The most cumbersome thing about Salesforce is that to configure the system, you almost always need to hire a consultant. The fact that they make it a money making machine for other organizations is annoying to say the least. Luckily, we put it in the time to configure it properly, so it wasn't a repeat offence.
What problems is the product solving and how is that benefiting you?
We use Salesforce for all incident review and resolution. We also use this as a knowledge base for our technicians and customers. The knowledge base has decreased our case volume by 20% and allowed our technicians to be trained quickly with lots of reference material.
Recommendations to others considering the product:
Ensure that when you go through the demo's that they are showing you the full integration for email. Configuring this later is extremely pricey.
Inbound Marketing Manager
What do you like best about the product?
Completely customizable to your company's workflow and sales structure. It's in the cloud so we can access it anywhere with an internet connection. If you can think of it, you can do it in Salesforce.
What do you dislike about the product?
It's not the easiest software to learn -- because it's so customizable -- and it's not the prettiest. It can be slow and frustrating to work with at times, but it's the most comprehensive sales CRM out there.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us ensure that every lead is being followed up with throughout the entire sales funnel. With our entire company using Salesforce, we can all see the activity history and interactions we've had with every contact.
Recommendations to others considering the product:
Make sure your Salesforce instance is set up correctly from the beginning, otherwise big headaches will occur down the road that may be too difficult to fix -- causing a near permanent inefficiency in our organization.
Ai enhanced case managment - loving the new features
What do you like best about the product?
Easy for us to collaborate and see account and case information
What do you dislike about the product?
some of the customizations can be a bit complex - Some of our use cases are unique so can be challenging to find solutions
What problems is the product solving and how is that benefiting you?
being able to segment cases by record types and adding features to help agents work more efficiently
Recommendations to others considering the product:
Using Trailhead and attending classes is super helpful if you have little experience
Great tool for making our day easier!
What do you like best about the product?
We are able to quickly access and add info based on each customer.
What do you dislike about the product?
Occasionally, there are glitches which we have to work around.
What problems is the product solving and how is that benefiting you?
Makes managing client history and interaction much more smooth.
Recommendations to others considering the product:
N/A
Salesforce Service Cloud
What do you like best about the product?
A single point of truth repository for all our customer interactions. Allows us to quickly view 360 degrees of the customer touch points.
What do you dislike about the product?
we had to go with the classic interface, would like to move to Lightning now.
What problems is the product solving and how is that benefiting you?
our data was stored in multiple locations and disparate, leading to manual errors. We immediately benefited from Salesforce with our single customer view, listing all their transactions, emails, etc.
Recommendations to others considering the product:
Pick a good implementation partner
Great solution for a fantastic user experience
What do you like best about the product?
Service cloud ergonomie for 360 view of customer
Flexiblity capabilities
Flexiblity capabilities
What do you dislike about the product?
The price of the solution and the storage
What problems is the product solving and how is that benefiting you?
360 view of customer
Lot of data in lots of tools
Lot of data in lots of tools
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