Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
from
and
External reviews are not included in the AWS star rating for the product.
Service Cloud can handle nearly anything
What do you like best about the product?
The ability to drive transformative changes was ideal. We moved our entire organization to Service Cloud and transformed the way we handle cases. By enforcing consistent processes across the organization we have managed significant improvements.
What do you dislike about the product?
Because Salesforce is so customizable, we do have smart folks who try to make changes even at the browser plugin level which does cause some issues. We have used these folks as inspiration for making improvements but it is tough to avoid issues.
What problems is the product solving and how is that benefiting you?
Everyone is on the same platform so they can collaborate and have more consistency. We can roll out changes to everyone at the same time. We can add in more automation to everything
Awesome Customer Experience
What do you like best about the product?
All the capabilities to have a 360 view of the customer that help us to provide a wonderful customer experience
What do you dislike about the product?
UI can be improve or make it more appealing
What problems is the product solving and how is that benefiting you?
First contact resolution and we also expect to use it to integrate with our back office
Service cloud solves all our business pain points
What do you like best about the product?
Salesforce service cloud is a fantastic application to enable our support engineers to create, monitor and solve our case workload in a timely and efficient manner.
What do you dislike about the product?
Service cloud is solving all our concerns. No dislikes at this stage!
What problems is the product solving and how is that benefiting you?
We had no way to acknowledge our customer issues and relay solutions in one platform.
Great!
What do you like best about the product?
Skills-based routing and the flexibility we have with it.
What do you dislike about the product?
Limitations to number of routings for Omni channel
What problems is the product solving and how is that benefiting you?
Unifying processes to a single platform
We using as a single source for end to end service
What do you like best about the product?
Service cloud we are using for all end to end service especially with entitlements setup Omni setup . And customer loved the community portal login and the user experience is impressed by them .
What do you dislike about the product?
Not specially but some integatiins makes us so difficult to integrate . When we integrated between Jira and service cloud with servic rocket managed package some of the features are not behaving as expected. It should be compatible in both ways .
What problems is the product solving and how is that benefiting you?
As mentioned end to end service happening in single app. From creation of case with entitlement checks, community portal, BOT, live chat , mobile app.
Control freaks and process lovers’ dream
What do you like best about the product?
I love that for every work task you can be upfront about the information you need and enforce that it is provided. I love that you can track everything that happens to a ticket, who's involved and the current state. By making this visible to our stakeholders, it eliminates a lot of communication and status meetings. I think having omni channel distribution elevates the efficiency and responsiveness of teams on service cloud, don't sleep on it!
What do you dislike about the product?
I dislike that if you want a channel that isn't covered out of the box it's so difficult to use your own connectors. Also, it's extremely hard to bring your own bot to the party.
What problems is the product solving and how is that benefiting you?
For the first time in the history of the company, we can see all of the work our agents are receiving. Before a lot of work wasn't tracked and that made forecasting challenging and made finding opportunities to optimise, nearly impossible
Salesforce Team Lead
What do you like best about the product?
Simplicity and success implementation. Compatibility with the third party application.
What do you dislike about the product?
Whatsapp integration sometimes is really slow
What problems is the product solving and how is that benefiting you?
Case Management
Work Assigments
Knowledge
Work Assigments
Knowledge
Service Cloud
What do you like best about the product?
Our users find it easy to use and overall big improvement from our previous CRM.
What do you dislike about the product?
I dislike how service cloud is it is difficult to get users set up.
What problems is the product solving and how is that benefiting you?
Connecting our team of phone agents and salespeople to our customers. It helps ensure each customer has a consistent experience while making sure steps of the sales process are missed.
The true all-in-one CRM
What do you like best about the product?
Firstly, its case management capabilities have streamlined our workflow. The ability to automate case assignment and escalation rules has significantly reduced response times, leading to happier customers and less time spent by analysts.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
Service Cloud's robust reporting and analytics tools deserve a special mention. We're lucky enough to have CRM Analytics in our instance which covers all our analytics needs when the already robust native reports and dashboards don't suffice.
Lastly, the integration capabilities of Service Cloud are exceptional. We haven't come across a situation where we couldn't integrate to another one of our systems.
What do you dislike about the product?
Due to the great flexibility and customization, there is quite the learning curve and requirement to dedicate personnel to go through extensive training. Due to so many stakeholders within our Salesforce, it can be a challenge to quickly implement changes, as we need to ensure that the changes will not impact other departments.
What problems is the product solving and how is that benefiting you?
It streamlines our customer support processes through efficient case management, reducing response times and improving customer satisfaction. The robust reporting and analytics tools provide valuable insights into our support operations, enabling data-driven decision-making to enhance service quality continuously. Lastly, its seamless integration capabilities ensure our customer data is always up-to-date and accessible across departments, improving overall collaboration.
It needs some work.
What do you like best about the product?
Case functionality is easy to setup, until you get into Omnichannel etc.
What do you dislike about the product?
Omni-channel is not great. Especially when using Voice. Leadership needs more visibility.
What problems is the product solving and how is that benefiting you?
Bringing our support team into Salesforce keeps our teams connected.
showing 3,801 - 3,810