Agentforce Service
Salesforce, Inc.External reviews
6,982 reviews
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Service Cloud is a solid start
What do you like best about the product?
Service Cloud has a good integration with our IVR system.
What do you dislike about the product?
However, our agents have to go to 2 systems for every call ti complete a task. Also our chat capabilities have been difficult to integrate with our websitem
What problems is the product solving and how is that benefiting you?
Salesforce Service Cliud provides ability for us to track calls and connect them to the account records in Dalesforce so we have a historical record.
Ai is truly amazing with service cloud
What do you like best about the product?
Scalable to distinct customers.
Einstein
Case routing based on skills
Case deflection based on solutions
Service cloud experience builder components to build a help site
Einstein
Case routing based on skills
Case deflection based on solutions
Service cloud experience builder components to build a help site
What do you dislike about the product?
Get out of box routing automation based on the lload
What problems is the product solving and how is that benefiting you?
Case deflection by showing the knowledge articles albothe to customers and agents while working on a case
Ease of creating articles when common issues arise.
Einstein ai
Ease of creating articles when common issues arise.
Einstein ai
Service Cloud rocks
What do you like best about the product?
It is intuitive and has a clean interface.
What do you dislike about the product?
SF continues to listen and provide updates and enhancements based on community feedback.
What problems is the product solving and how is that benefiting you?
Ordering parts, billing, service requests, warranty information.
The data world in an oyster
What do you like best about the product?
Service cloud allows us to solve for business operation inefficiencies that make a real difference in profit. The base tooling available in CRM makes for a limitless platform for ingenuity.
What do you dislike about the product?
The initial resistance to cost, adoption, training, and maintaince can be a hurdle that takes significant time and effort to address with management and decision makers.
What problems is the product solving and how is that benefiting you?
Helps to organize our data records in a single place with the most important data fields being front and center for our users. Many business units can see their own slice of information with ease.
Service Cloud
What do you like best about the product?
Very intuitive and easy to use to support most case management scenarios
What do you dislike about the product?
I have not had any issues with Service Cloud
What problems is the product solving and how is that benefiting you?
Allows us to provide the public with a mechanism to provide tips, complaints and compliments to us.
Ease of accessibility
What do you like best about the product?
How easy it was for my organization to pick up and learn
What do you dislike about the product?
Load times are the only consistent complaint we receive
What problems is the product solving and how is that benefiting you?
Allowing us to centralize and standardize how we approach customer service
Experience Cloud
What do you like best about the product?
It is a great way to centralize partners and customers by building service It allows for both internal and external to communicate
What do you dislike about the product?
At the moment it is our current solution. More training available for experience cloud features
What problems is the product solving and how is that benefiting you?
Keep everything in one centralize locating. Ease of use for customers to view the status of what there service and applications which makes more productive and increase performance
Keep all your data organized to serve your customers.
What do you like best about the product?
Salesforce Service Cloud keeps our customer data organized and connected in a way that we can utilize.
What do you dislike about the product?
The biggest negative is that we have so much data and endless possibilities.
What problems is the product solving and how is that benefiting you?
It's allowing our multiple teams to access what they need when they need.
Flexible solution for any business
What do you like best about the product?
It allows our agents to connect with our members in the ways they need. The integration into the salesforce platform is key to allow knowledge articles displayed in a timely matter to help reduce sla.
What do you dislike about the product?
It is a premium product which comes with the price tag you would assume for that. It requires some time to get skilled up and some agents may resist the change from the existing solutions
What problems is the product solving and how is that benefiting you?
Allowing the Omni style solution of directing all channels into one platform is a huge help to our agents. They are more productive being able to avoid switching between multiple applications
Service Cloud is Awesome!
What do you like best about the product?
We love the platform and the ability to have record types and custom fields based on our companies needs! Email to case is amazing and one of our favorite things 😊
What do you dislike about the product?
The email signatures on auto-replies can be a little tricky within our org as they are set within O365. We've made a few adjustments and are using the signatures within Salesforce instead.
What problems is the product solving and how is that benefiting you?
Customer cases can be created from email and assigned to the queue. Our support team has better visibility and is more productive! Case reassignment allows them to easily transfer items to the dev team when warranted.
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