Agentforce Service
Salesforce, Inc.External reviews
6,985 reviews
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Highly recommended Service Cloud!
What do you like best about the product?
Being able to offer a tailored and personalized service resolution to our customers has been a game changer, and has had a massive impact on our NPS scores.
What do you dislike about the product?
Customization can be a little tricky at time, but thankfully there are a lot of resources out there to help with most issues.
What problems is the product solving and how is that benefiting you?
It is helping us track case history across all of our contacts, and that has helped build a knowledge base on fixes and answers for a wide variety of issues.
You can do just about anything with Salesforce
What do you like best about the product?
I love how I can manage my pipeline and get valuable business insights based on project lifecycle/timeframes. I also love how you can customize it almost endlessly.
What do you dislike about the product?
It's soooooooooo expensive to customize.
What problems is the product solving and how is that benefiting you?
We are able to keep track of tickets, including resolution times and status.
Good app for basic service
What do you like best about the product?
Case management and customization options.
What do you dislike about the product?
Asset configurations and changes. Also service entitlenents.
What problems is the product solving and how is that benefiting you?
Case tracking by account. Allows us to ensure completion and track metrics.
Powerful Tool with the right configuration
What do you like best about the product?
Omni channel case routing is very convenient
What do you dislike about the product?
TheService cloud module does not integrate with our telephony system
What problems is the product solving and how is that benefiting you?
Better collection of customer /case data
Great platform so far
What do you like best about the product?
Its unifying our service team and providing foundation for good data reporting.
What do you dislike about the product?
I have no current dislikes of the platform
What problems is the product solving and how is that benefiting you?
It's solving the fact that we had no prior system.
Service Cloud Makes Retention Simpler
What do you like best about the product?
The flexibility to customize service cloud for individual business unit needs allows for a better relationship between the business and customer.
What do you dislike about the product?
It can be a big learning curve for users new to Salesforce to adjust to new processes since the system is significantly different than a lot of other service tools
What problems is the product solving and how is that benefiting you?
Case management for several different contact types. Record types and dynamic forms allow for simple user experience for a greater data collection process.
New but excited!
What do you like best about the product?
With the addition of Einstein it has increased our ability to close cases quickly.
What do you dislike about the product?
It's been difficult to turn on Service Cloud in an existing org. Many features can't be promoted through changes sets or copado so much of it has to be done directly in production and the assistant makes a series of changes live.
What problems is the product solving and how is that benefiting you?
Omni channel routing and service.
My experience with Service Cloud
What do you like best about the product?
I love being able to manage my cases and report on them, and manage all service channels in one place
What do you dislike about the product?
Some of the setup can be complicated, but the user experience is great
What problems is the product solving and how is that benefiting you?
Service Cloud helps my clients manage and delegate work, as well as handle chats and phone calls
Optimization is key
What do you like best about the product?
It's hard to beat the data bank SF provides. It was helpful for the whole process from prospecting all the way to the closing stage. It allowed me to stay organized and have my information ready to go.
What do you dislike about the product?
It was a bit clunky at times. Having used it for a few different organizations, the setup was important. If a new feature was needed it was hard for our team to justify a price jump sometimes. It was also clear that our administrations had difficulty navigating the system for us.
What problems is the product solving and how is that benefiting you?
It provides a comprehensive solution that allowed my organization to be on the same page and serve our customers at a high level. Much more convenient than using multiple services in the past.
Salesforce: Simple and Efficient
What do you like best about the product?
Task automation which boosts our sales productivity allowing us to sell smarter and faster.
What do you dislike about the product?
Saving entered data isn't automatic and can often lead to loss of work.
What problems is the product solving and how is that benefiting you?
Facilitating use, reporting and covers all business needs from a sales perspective.
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