The customer call center and the Salesforce people wanted to check the status of delivery, but the delivery fulfillment is happening in ECC. To cut response time, we enabled a button that fetches all the relevant info from ECC and pass it on.
Agentforce Service
Salesforce, Inc.External reviews
6,983 reviews
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External reviews are not included in the AWS star rating for the product.
A stable solution enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents
What is our primary use case?
What is most valuable?
It's very user-friendly and is easy to navigate.
What needs improvement?
The pricing of the solution can be less expensive.
For how long have I used the solution?
I have been using Salesforce Service Cloud for six months.
What do I think about the stability of the solution?
The stability is a ten out of ten.
What do I think about the scalability of the solution?
Eight people are using the solution at present.
How was the initial setup?
The initial setup is straightforward.
What other advice do I have?
Overall, I would rate the solution a nine out of ten.
Seamless and easy-to-use
What do you like best about the product?
Integration of calls, emails, social media cases all into a single platform is what I like best about SFSC. Ticket creation is seamless, and it's easy to keep a record of cases without any hassle. We use it daily for all our tasks, and it works pretty well.
What do you dislike about the product?
Emails take a little time to flow in, around 5-10 minutes of wait time. Other than this, SFSC works seamlessly.
What problems is the product solving and how is that benefiting you?
Ticket creation is very simple. It also integrates customer accounts which makes it easy to identify callers and even call them back, directly from SFSC.
Salesforce service cloud used to support customer
What do you like best about the product?
Salesforce service cloud is used to support customer to there query related to product we can provide customer to help desk, chat , web to case . We can easily integrate service cloud with another cloud. Service cloud is used to support customer support.
What do you dislike about the product?
No dislike about the service cloud all features are very good
What problems is the product solving and how is that benefiting you?
Service cloud is used to resolve customer queries is used for customer support like help desk, live chat, contact centre and many more.
Top-Rated service platform
What do you like best about the product?
It is the best CRM tool I have experienced. It is very user-friendly and very easy to implement. It has multiple variety of features like tracking and managing the cases of clients. It will help me to track the process. The level of support Salesforce offers is incredible.
What do you dislike about the product?
Salesforce provides a wide range of features, as the salesforce service cloud has customer information that is open for service agencies which can lead to privacy risks. Also, there are some limitations in creating reports as well.
What problems is the product solving and how is that benefiting you?
All Users appreciate the ability to customize Service to meet their specific business needs. These are the rules that lead the success for every small business. The tracking feature of Salesforce is very helpful in my work. I use the tracking and management feature of it almost every day. It helps me to improve the connectivity with my customers.
Service cloud- a very useful Salesforce tool
What do you like best about the product?
Service is a very easy to use and easy to implement cloud of Salesforce.Its features are very useful to manage customer support process of a company.
What do you dislike about the product?
There are no such dislikes about Salesforce service cloud.
What problems is the product solving and how is that benefiting you?
It really saves customer support time by its milestone feature.
Salesforce service cloud is the best platform to provide customers query satisfaction
What do you like best about the product?
Salesforce service cloud is use to resolve customer queries like we can manage email to case, web to case, live chat , helpdesk and many more . This cloud provide complete satisfaction to customer and it's easily integrate to another platform. Is use for customer support.
What do you dislike about the product?
No dislike about the Salesforce service cloud
What problems is the product solving and how is that benefiting you?
Real-time chat functionality allows businesses to offer live support to customers on their websites.Service Cloud enables support across multiple channels, including email, social media, chat, and phone.
High scalability with good plugins and excellent customer visibility
What is our primary use case?
The Primary objectives of our solution are to improve the customer experience, improve process efficiency, and eliminate the wasted costs involved in business operations. For example, we're focusing more on the improvement of DIY (Do it Yourself). The call load reduces the need for visits by technicians. This saves a huge cost in terms of visits to the organization and also Improves the customer experience by providing quick resolutions.
Salesforce offers VRA solutions to our call center so that call center agents can view any product issues virtually with a video call and can guide the customers so that they can resolve issues by themselves.
These kinds of features have helped to save costs while improving the customer experience.
How has it helped my organization?
Salesforce Service Cloud has Improved the Customer 360 visibility, which facilitates cross-sell and upsell opportunities for our organization. Salesforce has also improved the go-to-market speed with its configuration-based approach, resulting in a service ecosystem that quickly adapts to change management.
The organization benefits by adding new revenue streams like preventive maintenance packages, accessories, etc.
The model also facilities the elimination of the service centers and directly onboards the technicians, which helps the organization to save costs and also enables it to expand the service operations to tier three cities.
What is most valuable?
The most valuable features include:
1. Customer 360 - Complete customer information visibility can induce additional sales opportunities.
2. Chatter - Intact communication among the team means no information loss.
3. APP Exchange - Pre-built apps are in place to utilize as per the need resulting in the quick implementation of small enhancement features.
4. High Scalability - The design allows users to scale up the business with configurable screens, making the system much more flexible to adapt to business changes quickly.
5. Ready Plug-Ins - The plug-ins that work with other standard systems have made the product industry-ready.
What needs improvement?
The solution should improve:
1. Reports & dashboard - The product should be capable of delivering complex reports as per company requirements without the need for a Tableau license.
2. Einstein has limited capabilities, and it suggests the analysis by predefined algorithms - but in a practical scenario, businesses need to ask real-time questions, and AI products should be capable of delivering the exact answers. Generic answers may not be effective.
For how long have I used the solution?
I was onboarded onto the platform approximately four months ago.
What do I think about the stability of the solution?
The solution is extremely scalable if implemented in the right industry practices. Do not do custom development in Salesforce until it's business-critical.
How are customer service and support?
I have worked with Service & Support and found the education to the product was aligned. The adaption and change management strategy should be well aligned with the business heads of the team.
How would you rate customer service and support?
Positive
Which solution did I use previously and why did I switch?
We were using the Mircosoft CRM from which we migrated as the product version was obsolete. While evaluating the leading CRMs, we found Salesforce was the best fit for our ecosystem and business needs.
How was the initial setup?
The Salesforce setup was hassle-free. The only thing you need to do is to ensure that you implement this with the official AD ID.
What about the implementation team?
The implementation was done via a vendor team. I'd rate them four out of five since the team was good and dedicated, although we faced some external turbulence due to the COVID-19 pandemic.
What was our ROI?
What's my experience with pricing, setup cost, and licensing?
Users should first work on creating an MVP (minimum viable product) document which means. The change should be gradually adapted by business teams, and the value of the solution should be analyzed post-MVP of the implementation.
Don't go for bulk-buying license concepts until you have a clear need for licenses. The product's strengths should be calculated.
Which other solutions did I evaluate?
We Evaluated the Microsoft's CRM, SAP CX, and Salesforce Service Cloud.
What other advice do I have?
Be open to negotiation and always plan with internal Salesforce experts who can manage Salesforce for the organization in the long term.
A talk about salesforce
What do you like best about the product?
Salesforce Service Cloud's greatest strength lies in its ability to seamlessly unify and optimize customer service operations. It stands out for its comprehensive suite of tools that streamline communication, facilitate personalized interactions, and empower agents to deliver top-notch support. The platform's adaptability and customization options enable businesses to tailor their service processes precisely to their needs, fostering efficiency and enhancing customer satisfaction. Its integration of AI-driven features, multi-channel support, robust analytics, and scalability further solidify its position as a leading solution for businesses seeking to elevate their customer service experiences.
What do you dislike about the product?
While Salesforce Service Cloud offers a robust set of features, there are a few areas that might pose challenges. One potential drawback is its complexity, especially for new users or smaller businesses without dedicated resources for customization and implementation. The learning curve can be steep, and navigating the platform might require significant training and expertise. Additionally, the cost of Service Cloud can be a concern for smaller companies, as its pricing structure can become expensive, especially when considering additional add-ons or customization. Lastly, occasional system downtime or performance issues can affect user experience, although Salesforce typically works diligently to address such issues swiftly.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud effectively addresses several critical challenges in customer service management. Its ability to centralize customer interactions across multiple channels streamlines communication, enabling quicker response times and more personalized support. This consolidation simplifies the management of customer cases, improving efficiency and allowing for better collaboration among agents. Additionally, the platform's automation and AI-driven features help in handling routine tasks, freeing up agents to focus on more complex inquiries. Overall, Service Cloud's capabilities enhance our ability to deliver high-quality, consistent customer service experiences, leading to increased customer satisfaction and loyalty.
Salesforce A platform for Multiple uses
What do you like best about the product?
Salesforce is a platform where it enables the employees to work on a specific platform in order to raise tickets in a place where multiple users can access the same ticket which increases the speed of time and easy of integration
What do you dislike about the product?
When there is maintenance in the server it stops the workflow of the entire process which increases a lot of lead time in order to solve the issue which is raised by the customer in the form of quaries.
What problems is the product solving and how is that benefiting you?
It creates a place where the employees can work together on any given issue which would solve the problems of the organisations customers and it helps us to gain hands on experience on the work flow using the ticketing app.
Easy to use
What do you like best about the product?
The application is easy to use and makes work productive.
What do you dislike about the product?
none that I can think of as of the moment
What problems is the product solving and how is that benefiting you?
Able to assist in finding resolution to some queries.
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