Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Service cloud drives
What do you like best about the product?
Automation case creation, assignments, auto response are very helpful features
What do you dislike about the product?
Not all can be done declaratively, still require development for complex logic
What problems is the product solving and how is that benefiting you?
Streamline case process
Very configurable to your needs
What do you like best about the product?
So flexible. Able to use it to solve multiple issues
What do you dislike about the product?
Nothing about the product, it was the Cost of add-on apps, storage, etc
What problems is the product solving and how is that benefiting you?
Centralized customer data and activities
Amazing service tool
What do you like best about the product?
The chat functionality and case management including the Einstein features
What do you dislike about the product?
The knowledge base not being accessible on external websites OOTB
What problems is the product solving and how is that benefiting you?
Customer 360 and quick bot reoslutions
Speedy services
What do you like best about the product?
Helpful resolutions for my team members.
What do you dislike about the product?
Salesforce is not as easy for varied employees
What problems is the product solving and how is that benefiting you?
User interface and general support
Powerful tool, highly customizable, aligns all your data
What do you like best about the product?
Service cloud is intuitive and logical, it houses all of our organization's service and financial data and allows us to conduct our business with efficient workflows. I appreciate how logical it is and how seamlessly the interaction between objects and cases is. I also love the in-line editing and reporting.
What do you dislike about the product?
We rely heavily on a consultant firm to make adjustments or even manage the platform ourselves, and ideally I'd like to be for the aberage user to able to make changes to our dashboards ourselves.
What problems is the product solving and how is that benefiting you?
One of our biggest issues is the sheer amount of data we must process for our service events, and service cloud has given us a platform for organizing that data and routing it into actionable dashboards and reports. Our supervisors and account managers get an at-a-glance view of escalations and can act quicker to resolve issues.
Direct to solution
What do you like best about the product?
The ease of customization to really make it a personal experience while easy and quick for the agents.
What do you dislike about the product?
Amount is page layouts. Would like more control over dynamic content depending on selections
What problems is the product solving and how is that benefiting you?
Customer support
Service Cloud - Great CRM for Distributed Marketing
What do you like best about the product?
Service cloud made it easy for our team to integrate a list validation and mapping process to give our disparate team members the ability to easily customize and send out event communications. The integration to marketing cloud is seemless
What do you dislike about the product?
I don't have any downsides at the moment
What problems is the product solving and how is that benefiting you?
The ability for disparate teams to easily customize and send emails without having in-depth knowledge of Marketing Cloud
Case management is a life saver!
What do you like best about the product?
Case management is a breeze. We are using cases for 3 different units so far to help manage customer service, IT procurement and promotional requests. Each unit has different requirements but they all need email, chatter and tasks.
What do you dislike about the product?
Only downside is the page layout/formatting for cases is only available for that object. A lot of users wished they could have the layout like cases but for their custom a
What problems is the product solving and how is that benefiting you?
Case management and activity tracking. It really helps for communication both external and internal. Tracking makes it easy to see what the conversations are and when they are happening.
If you can use Excel, you can use Salesforce Service Cloud
What do you like best about the product?
Everything, it's simplified for everyday use and easy for everyone.
What do you dislike about the product?
It's a manual process, you have to know fields to use the product of course.
What problems is the product solving and how is that benefiting you?
It streamlines communications.
Service Cloud for Salesforce
What do you like best about the product?
Service cloud allows our agents to better serve our customers by allowing them to focus on the conversation instead of processes, taking notes, or any other tasks required of them.
What do you dislike about the product?
The biggest challenge with Service Cloud is that it is customizable to fit your needs. While this is a benefit, it is also a challenge since the options available are many.
What problems is the product solving and how is that benefiting you?
It is streamlining how our agents serve our customers. Allowing our agent to focus solely on our customer and not the tools they use provides our customers with a better experience and more interactive conversations with our agents.
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