Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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External reviews are not included in the AWS star rating for the product.
Empowers Customer Support with Ease
What do you like best about the product?
I appreciate how Salesforce Service Cloud helps our team provide exceptional customer support, supported by its effective reporting and graphs. I find managing the platform easy, and it excels in assisting our service team through workflows, enabling them to gather the necessary fields for customer support.
What do you dislike about the product?
Sometimes the Salesforce setup for a customer-facing environment could be nicer and more customer-friendly.
What problems is the product solving and how is that benefiting you?
I find the product enhances our service capabilities, allowing the team to provide exceptional customer support with efficient workflows and comprehensive reporting tools.
I love the 360o view possibility
What do you like best about the product?
The 360o view and also the many connections possibility with other systems
What do you dislike about the product?
I know is not a Salesfoece problem but the implementarion and data connection
What problems is the product solving and how is that benefiting you?
At least to have the first contact in and the possibility to see in one view all the clients data and cases
Migrated from Zendesk to Service Cloud
What do you like best about the product?
Different channels, Omni channel case distribution.sercice metrics.
What do you dislike about the product?
Difficult Omni channel setup. Not easy to implement for different markets on same org.
What problems is the product solving and how is that benefiting you?
Managing Cases on many different channels
Service Cloud is a solution for everyone!
What do you like best about the product?
The beauty od Service Cloud is in the way how easy it is to build the solutions and implement system without coding knowledge. Administrator is able to create most of the designed solution alone without developer support.
What do you dislike about the product?
The only issue would be that to create more complex solution it will be challenging to create those without coding experience. It could be improved by giving best practices for admins to handle some coding.
What problems is the product solving and how is that benefiting you?
Service Cloud is supporting the whole variety of processes from Email-to-case, escalation and chat. It speed up are issue resolution time and made our agents more productive.
Associate Director, operations
What do you like best about the product?
We use service cloud for our partners and it has been eas for us to work together.
What do you dislike about the product?
I don't like that we have to switch apps to use it.
What problems is the product solving and how is that benefiting you?
Service cloud helped us with out partner contact center.
Service Cloud For All
What do you like best about the product?
Features like, email to case, live chat, case routing , assigning rules for agents is out of the box, this really helps in pilot programs!
What do you dislike about the product?
Deploying certain configurations is a challenge
What problems is the product solving and how is that benefiting you?
Capturing customer feedback and turning it into feature set
Service in the move
What do you like best about the product?
We have used the Omni channel to engage multiple channels
What do you dislike about the product?
Not much just normal change management. The integration for enabling the multiple channel requires new interface that need to train users.
What problems is the product solving and how is that benefiting you?
We have enabled case management and using Omni channel to customize workload and balance works for users.
Great Service Solution
What do you like best about the product?
Salesforce Service Cloud allows data centralization and collaboration across the key modules for the business to view and manage their customer journeys in one place
What do you dislike about the product?
Salesforce Service Cloud requires complex development and customization to integrate across different platforms, systems and complex data sources in order to implement in the enterprise.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud provide a view of the customers lifecycle and health throughout the sales cycle to help increase product cross sell and maximize customer satisfaction.
Service cloud review
What do you like best about the product?
Case management has lot of enhancements with AI
What do you dislike about the product?
Omni channel routing needs more customization features
What problems is the product solving and how is that benefiting you?
Knowledge articles is helpful
Service cloud is a game changer
What do you like best about the product?
Ability for both our internal users and customers to create cases. Also the ability to track progress of cases as they are worked on.
What do you dislike about the product?
Can get complicated to route cases to the right queues based on the issue type.
What problems is the product solving and how is that benefiting you?
Ability to assign and track customer issues along with tracking KPIs on resolution time.
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