Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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Service Cloud Case Management
What do you like best about the product?
Case management, Milestones, Entitlements, Email-To-Case
What do you dislike about the product?
Email messaging and managing those large data is really using up most of the Salesforce storage
What problems is the product solving and how is that benefiting you?
Case management
Service cloud and AI
What do you like best about the product?
All the amazing functionalities and now the enablement of AI makes it amazing and super useful.
What do you dislike about the product?
Nothing. It's perfect and so user friendly that at this moment it feels accomplished.
What problems is the product solving and how is that benefiting you?
Live chat
Help desk
Contact center
Help desk
Contact center
Service cloud!
What do you like best about the product?
I like how wide the solution is. With multiple use cases across serving customers better, we're really excited about how AI is making service cloud a revenue center, rather than a cost center
What do you dislike about the product?
We don't have a lot of dislikes about service cloud. There is a level of customization needed for us, so more OOTB functionality could be useful
What problems is the product solving and how is that benefiting you?
Allowing our reps to focus on the cases that matter most. And solve more cases with less effort
Director of Product
What do you like best about the product?
Configuration capabilities, ability to build custom tables and fields
What do you dislike about the product?
I am not sure exactly what I don't like. Sorry. I guess it would be useful if the native telephonany system was a bit better
What problems is the product solving and how is that benefiting you?
Managing our leads
Solving Issues the Simple Way.
What do you like best about the product?
The most helpful part of using SalesForce Service Cloud is being able to leverage it to simply and efficiently solve customer issues. The upside of using the platform is being organized with service tickets in order to solve issues efficiently and in a timely manner.
What do you dislike about the product?
The interface is complicated and not user friendly.
What problems is the product solving and how is that benefiting you?
Simply resolving customer's issues and questions.
Service Cloud Rocks
What do you like best about the product?
Having a 360 degree view of who customers are.
What do you dislike about the product?
Speed to enhancements has slowed since maturity.
What problems is the product solving and how is that benefiting you?
Organizing our fustomers and tracking service requests.
Greatly improved customer service
What do you like best about the product?
Creating simplified connections with our customers to bring them quick resolutions. We have able to cut down the wait period to help our customers.
What do you dislike about the product?
We haven't been able to successfully integrate our service cloud with marketing cloud
What problems is the product solving and how is that benefiting you?
Tracking customer complaints and being able to store that information.
Service Cloud is a very efficient tool for issue resolution
What do you like best about the product?
Speed to setup new channels for issue resolution or Case Creation. The ability to quickly configure new service channels without tons of custom development.
What do you dislike about the product?
Specific limits around Web / email to Case but Salesforce has worked with us on some of this.
What problems is the product solving and how is that benefiting you?
Quick centric place for complaints to be centered. It also powers an integrated Call center we use for recommending additional services deemed necessary for patients
Service cloud is our source of truth!
What do you like best about the product?
Service cloud is our one stop shop to sort all of our account information and customer service. It has everything we need to ensure the happiness of our customers and be very efficient in our services.
What do you dislike about the product?
It's almost too customizable and I wish there was more structure to the product
What problems is the product solving and how is that benefiting you?
It solves the problem of tracking services from start to finish. It creates a singular place that everyone along the way can go and see what is going on with a particular service. It benefits me by being extremely efficient and creating shared knowledge.
Powering our services to citizens
What do you like best about the product?
Service Cloud allows us to understand our citizens needs and behaviors in a streamlined and efficient manner so we can best serve them.
What do you dislike about the product?
It is easy to overly customize and can be complicated to unfit.
What problems is the product solving and how is that benefiting you?
Understanding and creating a 360 view of citizens
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