Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Air service is the wave of the future or Now!
What do you like best about the product?
Consolidated information helps improve member experience
What do you dislike about the product?
There is not much to dislike. Excellent
What problems is the product solving and how is that benefiting you?
360 view of member experience
A Comprehensive Customer Service Solution
What do you like best about the product?
Service Cloud stands out as a robust and comprehensive customer service solution tailored for businesses of all sizes. Built on Salesforce’s powerful Customer 360 platform, Service Cloud integrates seamlessly with other Salesforce products, offering a unified view of customer interactions that enhances service efficiency and effectiveness.
What do you dislike about the product?
One of my common dislike of Salesforce Service Cloud is some of its complexity and steep learning curve.
What problems is the product solving and how is that benefiting you?
We increasingly expect self-service option and Service Cloud provides knowledge bases, chatbots, and community portals where customers can find answers on their own, reducing the burden on agents while empowering customers.
Great Experience
What do you like best about the product?
We have been using Service Cloud for 8 years. I'm amazed with th customization capability.
95% of project requirements had a solutions !
95% of project requirements had a solutions !
What do you dislike about the product?
Some features has limit that cannot be extended like Promoted search terms. Sometimes we will have to build custom feature to by pass standard configuration because of that.
What problems is the product solving and how is that benefiting you?
We use Service Cloud for contact center between HR agents and employees.
Keep All in One Place
What do you like best about the product?
If you are using Salesforce, especially Sales Cloud, then keep it all in one place with Service Cloud which integrates seamlessly and provide everything you need.
What do you dislike about the product?
Limited defaults when using email to case.
What problems is the product solving and how is that benefiting you?
Tracks cases and approvals
Extremely complex queue capabilities
What do you like best about the product?
We are able to set up specific work flows by product family or product, each with different case opening requirements, case handling and milestones by priority. Service Cloud is extremely flexible.
What do you dislike about the product?
Sometimes we get too complex for our own good and Service Cloud says OK!
What problems is the product solving and how is that benefiting you?
Case management
Best case management
What do you like best about the product?
Complete tie-in to Sales Cloud Salesforce is the perfect solution for us.
What do you dislike about the product?
Would like to see better automated language detection for email to case.
What problems is the product solving and how is that benefiting you?
Case management and resolution
Best servicing tool
What do you like best about the product?
Service cloud just got all we need we just love it
What do you dislike about the product?
The price, it could be way. Cheaper no??
What problems is the product solving and how is that benefiting you?
Customer 360 contact and experience
Well integrated Service Platform to care for our customers
What do you like best about the product?
The first and best thing I noticed is how strong the service platform is for integrations with best of breed or custom platforms that help us unify the agent experience. Both light integrations like a link or full integration with Twilio for communications or the commerce platform work very effectively.
What do you dislike about the product?
I want to continue to see Service Cloud continue to optimize for how customers communicate, converse and build a more unified experience with brands.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
Cases that open and close are not always easy to close on a sms asynchronous conversation. We want to move away from 'tickets' and an understand where the customer is in the journey and relationship with us. Or at least knowing what the last NPS or how the experience was.
What problems is the product solving and how is that benefiting you?
Meeting customers where they are at in their product switching journey from a servicing perspective is a major learning from our consumer experience. By handling both the transaction aspects of their purchase to learning about the challenges, objections, and to have guiding structure in the interaction for our agents help us drive consistency in the experience.
Time Saver for a smaller business
What do you like best about the product?
My org used to spend a lot of time routing customers and figuring out who should take what. Things were also missed. Service Cloud helps save us time and organize communications
What do you dislike about the product?
Learning curve to get everyone set up and using it properly- otherwise nothing.
What problems is the product solving and how is that benefiting you?
Making sure no customer messages get missed during staff turnover. Saving us admin time to respond.
Making sure communications are uniform and accessible by all
Making sure communications are uniform and accessible by all
Great Detail - Slower Technology
What do you like best about the product?
The amount of detail you can add within cases. It makes reporting much easier to drill into problem areas and help our internal teams know exactly where to focus.
What do you dislike about the product?
Other platforms help service agents go much faster to reach customers in an instant within our application. Those apps don't provide the same level of detail, but customers expect immediate responses. I'm sure SF has more tools for us to achieve that.
The knowledge base isn't the most dynamic, so an admin must make any structural edits.
The knowledge base isn't the most dynamic, so an admin must make any structural edits.
What problems is the product solving and how is that benefiting you?
Reducing tech stack - allowing all teams to operate within SF is huge.
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