Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud
What do you like best about the product?
Salesforce Service Cloud is an exceptional customer service platform that empowers businesses to deliver fast, personalized, and efficient support across various channels. One of its standout features is its omnichannel support, which allows agents to seamlessly handle customer inquiries from email, phone, chat, and social media all in one unified interface. This improves response times and enhances customer satisfaction by ensuring no communication slips through the cracks.
What do you dislike about the product?
SalesForce cloud has numerous strengths however. It has a complex learning curve and the costs could be expensive depending on the features added to it.
Also for companies with heavy data it may not be offering the performance levels expected.
Also for companies with heavy data it may not be offering the performance levels expected.
What problems is the product solving and how is that benefiting you?
Allows the agents to interact quickly in between channels
There are many helpful features available in service cloud.
What do you like best about the product?
As with Salesforce as a whole, the customizability of sales cloud is awesome.
What do you dislike about the product?
There are so many different features and it's not always easy (for me) to stay on top of the latest features and best practices.
What problems is the product solving and how is that benefiting you?
We are now able to get all of our help tickets in one place and be able to analyze the data. We used to track email, phone and web form submissions in different ways and submissions were not always entered into the old software bc it was a manual process.
4 year user
What do you like best about the product?
Ease of use and scaleability for our entire enterprise platform
What do you dislike about the product?
User interface out of.the box could be better.
What problems is the product solving and how is that benefiting you?
Slow adoption by customers
Good experience with service cloud
What do you like best about the product?
We migrated from Zendesk to Service Cloud and got a lot of value out of the platform. It was great in improving our user workflows and centralizing a full view of the customer in Salesforce.
What do you dislike about the product?
It was a lengthy process to stand it up, but once we completed the implementation we started to get a lot of value.
What problems is the product solving and how is that benefiting you?
We wanted to get a complete view of customer usage and health, which required us to move support into Salesforce.
Service Cloud
What do you like best about the product?
SalesForce continues to make doing business easier than ever. This product seamlessly marries actionable data and company needs.
What do you dislike about the product?
Onboarding the product was a challenge. But support was great.
What problems is the product solving and how is that benefiting you?
Customer service
Service Cloud provides great customization and integration features
What do you like best about the product?
The omnichannel and custom features make Service Cloud a top notch application.
What do you dislike about the product?
It can be a little clunky at times. It's also frustrating that a lot of the features are sold seperately
What problems is the product solving and how is that benefiting you?
Service Cloud allows me to track custom KPIs for our contact center so that we can leverage our team's performance
Great option for those already in sales cloud
What do you like best about the product?
I love how it integrates to the rest of Salesforce. This makes working across the company much more seamless.
What do you dislike about the product?
Working with case close layouts is clunky
What problems is the product solving and how is that benefiting you?
Having a unified system across sales, support and other departments.
Good functionality
What do you like best about the product?
Service cloud has so many great features we've been able to easily implement to mobilize our teams and increase customer engagement!
What do you dislike about the product?
Ease of use and flexibility. It's simple to implement.
What problems is the product solving and how is that benefiting you?
With service cloud we can manage touch points with our customers.
Good for start up
What do you like best about the product?
"We utilize Salesforce Service Cloud CX, and it has proven to be a great success for our team. By leveraging features such as chat and other customer experience (CX) tools, we've been able to enhance our interactions with customers through our customer success agents. This has significantly improved our ability to address customer needs in real time, and we've made notable progress in optimizing our service delivery and overall customer satisfaction."
What do you dislike about the product?
Nothing, there has been a great use of this product
What problems is the product solving and how is that benefiting you?
Customer communication
Taking Support and Service to Warpspeed!
What do you like best about the product?
I love that I can route cases by region, team, industry, and customize as needed!
What do you dislike about the product?
It is a bit hard to use at first, and does require expert knowledge to really make it sing
What problems is the product solving and how is that benefiting you?
It is solving lower priority helpdesk cases, via self service and general assistance!
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