Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Elevate the support
What do you like best about the product?
Salesforce Service Cloud is impressive for its comprehensive suite of tools designed to enhance customer service. One of its standout features is the integration of AI with its Service Cloud Einstein, which helps automate routine tasks, provides predictive insights, and personalizes customer interactions. This integration can significantly improve efficiency and customer satisfaction. Additionally, its ability to unify customer data from various channels into a single platform allows for a more seamless and informed service experience.
What do you dislike about the product?
One common criticism of Salesforce Service Cloud is its complexity. The platform offers a vast array of features and customization options, which can make it challenging for new users to navigate and for organizations to implement effectively without significant training or consulting support. Additionally, some users find the cost of Salesforce Service Cloud to be relatively high, especially when adding advanced features or scaling up the system.
What problems is the product solving and how is that benefiting you?
We have a large scale support system created for partner used by agents to provide support to b2b partners.
Service cloud is here to help
What do you like best about the product?
The ability to unify all your data to one source and provide a better experience and better support for your customers.
What do you dislike about the product?
At first, probably getting started and into it. Convincing others it's the right way to go.
What problems is the product solving and how is that benefiting you?
I'm able to help our clients quicker.
An easy solution for mitigating issues!
What do you like best about the product?
There's such a plethora of ways to get agents notified to ensure happy customers and quick turnaround
What do you dislike about the product?
Nothing yet, so far we've had great success
What problems is the product solving and how is that benefiting you?
With so many ways to get support, it's made it easy for our agents to solve issues quickly with autonomy
Very effective
What do you like best about the product?
Learning from the panel their use cases was very helpful.
What do you dislike about the product?
Nothing, I thought the session was very well done.
What problems is the product solving and how is that benefiting you?
We are having trouble getting adoption and trust.
Service Cloud for Customer Success
What do you like best about the product?
Email to case and automated case status updates and responses
What do you dislike about the product?
Interface can be clunky when doing backend configuration
What problems is the product solving and how is that benefiting you?
Any issue with our products can get routed to our customer success team
Service cloud has enabled us to modernize our customer feedback loop in a very short amount of time
What do you like best about the product?
Standard capabilities provide a strong basis for what is needed to encompass the service experience.
What do you dislike about the product?
Customization (be it clicks or code) is almost always needed to truly make field service create the best customer experience.
What problems is the product solving and how is that benefiting you?
It allowed us to move our complaint management on Prem and in the hands of our own developers.
Excellent product
What do you like best about the product?
Service cloud allows for a one stop shop for case logging, chat, knowledge, and customer interactions. Best in class.
What do you dislike about the product?
There can be a training barrier for new agents
What problems is the product solving and how is that benefiting you?
Allows our agents to quickly respond to customer needs and support reporting on how we are doing.
Salesforce Service Cloud Review
What do you like best about the product?
Entitlements and Milestones, for sure! It’s so convenient to track cases and performance using them. Also, with the Winter 24 release, I’m really excited to use the auto launched flow from milestones!
What do you dislike about the product?
It's a hard question! In general, I like everything, but I just want to add that, as a milestone criterion, when using formulas, it doesn't support 18-character IDs. I had an issue with the client where they had case record types, and it didn’t work with the 18-character IDs.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
Also, there is a Service Cloud checkbox on the user. I think this should be managed through permission sets.
What problems is the product solving and how is that benefiting you?
I'm a consultant that implements service cloud to our client.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
My client is gathering issues, problems, product feedbacks from the clients as a cases. (Also using Experience site for it) By using milestones they are working in a planned timeline and providing the best service to their clients.
360 view makes agents smarter and fastwr
What do you like best about the product?
I love that you get a total view of the Customer. From Sales to service to technical issues
What do you dislike about the product?
It can take a bit to architecture correctly.
What problems is the product solving and how is that benefiting you?
Speed, consustency
Love service cloud
What do you like best about the product?
The ability to help clients through multiple channels and have all customer data in one place.
What do you dislike about the product?
It can be complex and there is a bit of a learning curve.
What problems is the product solving and how is that benefiting you?
Getting customers the info they need when they need it
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