Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Enthusiastic Service cloudian
What do you like best about the product?
Case assignment automations and phone call automations
What do you dislike about the product?
Nothing as of now.... Everything seems pretty good
What problems is the product solving and how is that benefiting you?
Customer understanding and customer servicing
Best digital engagement tool
What do you like best about the product?
Contact centers that previously used separate tools for each channel can now use Service Cloud to improve the value of the customer experience by comprehensively understanding all information on a single screen.
What do you dislike about the product?
None in particular.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
However, some functions may be delayed in their Japanese localization, so we would appreciate it if you could speed up the localization process.
What problems is the product solving and how is that benefiting you?
Previously, customer interactions were fragmented across different channels. However, with Service Cloud, the entire history is now accessible in real time across all channels. This has led to faster resolution of customer inquiries.
Service Cloud experience
What do you like best about the product?
The ability to track all of my data in one central place.
What do you dislike about the product?
The only thing I don't like about service cloud is the email text maxes out at a certain number of characters.
What problems is the product solving and how is that benefiting you?
The ability to see how much work my team is doing and how much it takes to service our customers.
Customized Service Cloud with Vastly different Business Processes
What do you like best about the product?
Declarative is generally possible for most needs. The standard salesforce mobile application makes it possible to perform all tasks without needing the laptop.
What do you dislike about the product?
Need to incorporate too many different technologies to make Service cloud effective. Lots of extra objects included in the Sevice Cloud offering that do not fit our Business model.
What problems is the product solving and how is that benefiting you?
Service cloud is the CRM front end, integrating to an SAP ERP. The primary role is ease of use for our Service Personnel and allowing them to document / invoice their Service Activity.
Great product that needs more
What do you like best about the product?
It allows us to service our customers quickly and customize our case management well.
What do you dislike about the product?
The classic version required lots of customization to give us the full customer 360 view. The lightning version out of the box doesn't allow us to make an account-centric app -- it's too case-centric. And there are features in the classic console that we use that have disappeared.
What problems is the product solving and how is that benefiting you?
We do all our customer contact through Salesforce.
Service Cloud for Member Support
What do you like best about the product?
We are able to more intuitively route cases based on statuses, esclatations, queues and various routing decisions that we didn't have in our prior ticketing software. We are looking forward to focusing on the member and their issues at hand instead of our case solves. This will paint a better picture of the overall member journey from sales to support.
What do you dislike about the product?
There are only a few features that aren't out of the box we are having to create flows for from an engineering standpoint. One of them being the ability to pend a case for a set number of hours and have it either open up if a member replies or send a nudge to the member letting them know they still have an open case and we are waiting on them for further action.
What problems is the product solving and how is that benefiting you?
This is giving us the ability to minimize systems, instead of having our sales in one system and our customer service representatives in another. We will no longer need to feed information into one system, it will already be available for us to create components and expand upon.
The service cloud has become more powerful with the Einstein Co-Pilot
What do you like best about the product?
It's easy to learn and anyone can use it. It has many unique features that allows user to understand the need and do their job usefully. Service cloud makes you learn about salesforce and work. With the addition of Aegentforce service SLA's can meet on time and efficently.
What do you dislike about the product?
There is nothing to dislike. I think it has not reached to so many people. I think they should reduce the bugs.
What problems is the product solving and how is that benefiting you?
It has Solution and benefit for customer engagement. It has improved the customer relationship management. It has enhanced customer service and support. It provides scalability and flexibility for work
Best in class solution
What do you like best about the product?
All the new features which are introduced with every release
What do you dislike about the product?
Recipes and up and running solutions for deployment
What problems is the product solving and how is that benefiting you?
Contact center solution for healthcare sector
Service Cloud - Customer 360
What do you like best about the product?
Using Service Cloud in the context of servicing volunteer membership and the general members of a large non-profit organization empowered the organization to put together a 360 profile for each volunteer member and general member. All interactions, pain points, communications, roles past and present, relationships between the volunteer members and the general members are maintained in a central service cloud repository. From there each action taken, each email sent or received , each call logged, each activity scheduled, each payment made, each dunning letter sent is visible and actionable either individually or in bulk. Cases and complaints could be assigned based on rules or by choice and we can immediately see who is overloaded the most, reach out to help and avoid non-profit burnout while maintaining good service levels despite limited resources. Tying all the data together allows the organization to identify points of failure, prioritize remedies and to resolve them. When membership retention and especially volunteer membership is critical to the health of the organization, Service Cloud is an essential tool.
What do you dislike about the product?
Service Cloud can become somewhat heavy given that is tracks so much connected data. When proceeding that data for reporting purposes it can be less than intuitive and care must be taken to ensure responsiveness.
What problems is the product solving and how is that benefiting you?
Allows the organization to understand their members and manage them. Ensure volunteers are trained and possess the correct skills to service members. The volume could never be handled without this system.
Best experience for your customer
What do you like best about the product?
I like how easy it is to use, how others can view cases and collaborate, being able to customise to your business needs!
What do you dislike about the product?
In our company we don't categorise and I think that is something that should be standard for cases.
What problems is the product solving and how is that benefiting you?
With knowledge articles having the ability to add them to customer cases is great! But also having customers see their cases and the status
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