Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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External reviews are not included in the AWS star rating for the product.
it does what I needed it do
What do you like best about the product?
the easy access from anywhere helps compared to standard relational databases
What do you dislike about the product?
cost. the new features for Einstein cost a bit too much
What problems is the product solving and how is that benefiting you?
keeping track of clients and when we need to request updates from them. saves time
Simple, Efficient and Customizable
What do you like best about the product?
Salesforce Service Cloud stands out as a powerful yet intuitive platform for managing customer service operations. Its simplicity is one of its strongest attributes. Despite being a feature-rich tool, the interface is easy to navigate, allowing users to quickly learn the system without being overwhelmed by complexity. The dashboard layout is clear, and essential information is readily accessible, making it perfect for support teams to dive right into their tasks.
In terms of efficiency, Service Cloud excels. It streamlines case management, automates repetitive tasks, and offers AI-powered tools like Einstein for predictive insights, enabling agents to resolve issues faster. The omnichannel capabilities ensure seamless customer interactions across multiple channels, such as phone, email, chat, and social media, consolidating all communications in one place for better efficiency.
Where Service Cloud truly shines is its customizability. Every business has different needs, and Salesforce makes it easy to tailor the platform to fit specific workflows. You can customize everything from case routing rules to the user interface with clicks, not code. Additionally, with the AppExchange marketplace, businesses can integrate thousands of third-party apps, adding even more functionality.
Overall, Salesforce Service Cloud combines simplicity, efficiency, and adaptability, making it an ideal choice for businesses of any size looking to elevate their customer service experience.
In terms of efficiency, Service Cloud excels. It streamlines case management, automates repetitive tasks, and offers AI-powered tools like Einstein for predictive insights, enabling agents to resolve issues faster. The omnichannel capabilities ensure seamless customer interactions across multiple channels, such as phone, email, chat, and social media, consolidating all communications in one place for better efficiency.
Where Service Cloud truly shines is its customizability. Every business has different needs, and Salesforce makes it easy to tailor the platform to fit specific workflows. You can customize everything from case routing rules to the user interface with clicks, not code. Additionally, with the AppExchange marketplace, businesses can integrate thousands of third-party apps, adding even more functionality.
Overall, Salesforce Service Cloud combines simplicity, efficiency, and adaptability, making it an ideal choice for businesses of any size looking to elevate their customer service experience.
What do you dislike about the product?
While Salesforce Service Cloud offers incredible flexibility, its vast array of features can sometimes make it feel complex. The multitude of customization options, integrations, and advanced tools may require a steep learning curve, especially for those new to the platform. Without proper guidance, it can be challenging to navigate all the possibilities and configure the system to fully meet business needs. In some cases, organizations may need dedicated administrators or consultants to help optimize its potential, ensuring they don’t get overwhelmed by its extensive capabilities.
What problems is the product solving and how is that benefiting you?
Service Cloud is primarily used for case and knowledge management, making it essential for customer service teams. It helps track and resolve customer issues efficiently by organizing cases from multiple channels—email, phone, social media, and more—into a single platform. Additionally, its knowledge management feature allows teams to create and share a centralized knowledge base, enabling both agents and customers to quickly find solutions to common problems, improving response times and overall service quality.
Great Flexibility, but High Costs and Complexity
What do you like best about the product?
Service Cloud offers great out-of-the-box features, making it easy and affordable to set up a customer support portal. Its flexibility with custom features and automation allowed us to meet all our support needs effectively.
What do you dislike about the product?
Salesforce Service Cloud can be expensive, complex to navigate, and may require coding for advanced customizations. It can also have performance issues and overwhelming features, with occasional slow support response.
What problems is the product solving and how is that benefiting you?
We manage HR cases and oversee the dealer portal for an automobile manufacturing company. All dealer accounts utilize Service Cloud to handle various types of requests.
Service cloud for Nonprofit
What do you like best about the product?
The Automations for email and call support.
What do you dislike about the product?
Sending emails to a shared inbox generates multiple cases that then need to be deleted.
What problems is the product solving and how is that benefiting you?
We don't have a large customer service team and need to support of 3k members.
360 customer view!
What do you like best about the product?
Additional out of the box tools to get me up and running quickly.
What do you dislike about the product?
Not as intuitive and need time to learn.
What problems is the product solving and how is that benefiting you?
At least a place for the complaints to be housed and data to be collected
Service excellence
What do you like best about the product?
Service cloud has enabled our team to provided great customer experiences. We've added digital engagement and are looking forward to leveraging knowledge to better arm our service agents.
What do you dislike about the product?
Nothing to dislike. Can be a challenge keeping up with all the new features!
What problems is the product solving and how is that benefiting you?
Live chat and customer support
Service cloud will help streamline our customer service tickets
What do you like best about the product?
Being able to track app customer service tickets across multiple properties and see a complete view of their interactions
What do you dislike about the product?
I don't have anything to say about disliking the product
What problems is the product solving and how is that benefiting you?
It's solving customer complaints
Automation is the key
What do you like best about the product?
The ability to automate the incoming requests from our dealers and customers.
What do you dislike about the product?
The tabs are getting better access the years, but maybe we need something around the browser like a reuse the tabs of browser efficiently.
What problems is the product solving and how is that benefiting you?
Help our organization to automate and be fast response to our dealers and customers.
Service Cloud provides seamless integration
What do you like best about the product?
We plan to use Service Cloud to track and service both internal and external/customer service issues. Seamless integration with our CRM allows us to have a 360 degree view of our customers and enhance customer support experience.
What do you dislike about the product?
We have not seen a downside yet as we are just launching the product.
What problems is the product solving and how is that benefiting you?
Better analytics to track time to resolution and pinpoint key issues.
Great tool for the Service team
What do you like best about the product?
Great for reporting, trend analysis, and process optimization
What do you dislike about the product?
User adaptation can be challenging and ensuring data quality
What problems is the product solving and how is that benefiting you?
Faster response times
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