Agentforce Service
Salesforce, Inc.External reviews
6,984 reviews
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External reviews are not included in the AWS star rating for the product.
Product owner
What do you like best about the product?
The ability to effectively run our support center for our service agents across multiple channels (email, social, phone, etc)
What do you dislike about the product?
Lots of customization leads to using objects improperly.
What problems is the product solving and how is that benefiting you?
We have multiple channels and agents can service all case types from these channels the same way.
Stop wasting time and consolidate your service channels
What do you like best about the product?
I love having service cloud as a single pane of glass into the customer service journey. The ability to integrate talk, text, and web platforms seamlessly with clicks frees my team up to spend more time on strategy and innovation.
What do you dislike about the product?
It's not the cheapest option out there, but you get what you pay for!
What problems is the product solving and how is that benefiting you?
Cross channel service integration let's us meet our customers where they are.
Positive experience
What do you like best about the product?
Ability to seamlessly document and manage requests
What do you dislike about the product?
Comment feature and task follow up. Need better correspondence
What problems is the product solving and how is that benefiting you?
Community cases
We’ve really enjoyed service cloud streamlining our processes
What do you like best about the product?
Service cloud has helped our teams create efficiencies and better align our business, marketing and sales teams understand the customer.
What do you dislike about the product?
It can sometimes be hard to understand but we've found adequate training resources and have leveraged our trailhead accounts for help when needed. It isn't always user friendly.
What problems is the product solving and how is that benefiting you?
Helping our customer journey by eliminating monotonous tasks and automating processes to help the customer experience improve overall.
Best service product out there
What do you like best about the product?
Easy ang great user interface with endless opportunities
What do you dislike about the product?
Works best if you have additional sf products
What problems is the product solving and how is that benefiting you?
Providing great customer view and easy problem solving
Easy to use and implement across additional platforms.
What do you like best about the product?
Love that it's part of the full Salesforce ecosystem. Everything in one place.
What do you dislike about the product?
A good and a bad. It's a lot to learn. A lot of potential but can be overwhelming
What problems is the product solving and how is that benefiting you?
Having all of our customer service efforts in one place that connects within the SF and can feed marketing data and segmentations.
Salesforce Service Cloud has helped our our company tremendously since we’ve implemented it
What do you like best about the product?
Salesforce Service Cloud excels in providing a comprehensive and customizable customer service platform. Its robust features, including omnichannel support, automation tools, and AI-driven insights, significantly enhance efficiency and customer satisfaction.
What do you dislike about the product?
One downside of Salesforce Service Cloud is its complexity, which can lead to a steep learning curve for new users. Additionally, its extensive customization options can be overwhelming and require significant time and resources to set up and maintain effectively
What problems is the product solving and how is that benefiting you?
All our customer interactions live in 1 place instead, which not only helps organize our business, but also provide better customer experience
Efficient tool
What do you like best about the product?
The consolidation of all customer data between all the different channels.
What do you dislike about the product?
Service Cloud storage options are not the best.
What problems is the product solving and how is that benefiting you?
All of the different customer interactions are captured in one place.
Salesforce Trailblazer
What do you like best about the product?
New features for the user page settings are great
What do you dislike about the product?
Sometimes the org runs very slowly and users get frustated
What problems is the product solving and how is that benefiting you?
Helping
The Best Service Platform
What do you like best about the product?
The ease of use with the Lightning UI and Lightning Web Components that make it easy to set up the functionality I need for my users. And the Einstein Bots. Plus being on the Salesforce platform, which makes it easier to get to the 360 degree view of the customer.
What do you dislike about the product?
Sometimes it can be overly complicated to configure and take longer than expected.
What problems is the product solving and how is that benefiting you?
Deflecting phone calls from call call center with Self Service and Chat have brought big savings while enabling agents to cross-sell with recommendations that are data-derived and personalized for each customer is a game changer for the business.
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