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.
Service cloud enhance employee engagement
What do you like best about the product?
Service makes the employee work on the cases that they are actually skilled by routing to the right skilled agents, takes the important plumbing of assignment the case and sharing the case details.
What do you dislike about the product?
Unfortunately some features of cases are NOT built in spite of ideasexchange created for these, cases created via flow case assignment rule doesn't work that sounds silly to me why why why?
What problems is the product solving and how is that benefiting you?
Service cloud clearly assignment cases to right skilled agents plus it keeps track of the SLA and reportable to the leadership
Service Cloud Wins
What do you like best about the product?
We've been able to use service cloud to improve our support ticketing via case management. We've also partnered with our growth and development team to build out our knowledge base to have a one stop training shop for our users.
What do you dislike about the product?
Cases can be a bit limited when you really start to dig into them. Dude to carry over from classic, there is confusing redundancy that doesn't work rain LEX.
What problems is the product solving and how is that benefiting you?
It's helped us bring our Ticket management and knowledge bases into singular systems of truth.
MSA look into SF service cloud for Service Intelligence
What do you like best about the product?
The inclusion of predictive and gen AI in Clyde's in the solution of the product
What do you dislike about the product?
It is dependent on data cloud and harmonized data. However I learned that the ability to harmonize account data is not available until winter release
What problems is the product solving and how is that benefiting you?
Provides ability to assist with providing real-time trusted next steps
Dependable product that enables organized support case management
What do you like best about the product?
The best thing about service cloud is the transparency it provides across the org. Everything is logged and accessible to all users, allowing for clear communication and shared work.
What do you dislike about the product?
There is so much potential but that requires customization which is hard for my business to maintain.
What problems is the product solving and how is that benefiting you?
Case management
Service Cloud is the only platform with everything I need.
What do you like best about the product?
It is mature but also innovative. With so many users in the community I can find answers to my challenges.
What do you dislike about the product?
Power requires complexity and that can be a challenge.
What problems is the product solving and how is that benefiting you?
We have a global operation and SaleForce Service Cloud is everywhere.
Service Cloud Feedback
What do you like best about the product?
Centralized system yo manage all our users concerns and issues
What do you dislike about the product?
Nothing I can think of at this time missing
What problems is the product solving and how is that benefiting you?
Keeping communications around an issue tied together for better support and training
Service Cloud is awesome
What do you like best about the product?
Configurations and AI capabilities are great. Love it
What do you dislike about the product?
Time to upskill on the product for an IT person
What problems is the product solving and how is that benefiting you?
Solves all our service problems
Great product a must have
What do you like best about the product?
It's a single solution that can provide a great crm to sales and service
What do you dislike about the product?
There are a few missing features to it that sales cloud has such as the lack of territory management
What problems is the product solving and how is that benefiting you?
It's allowing us to manage our customer support from a single point with multiple avenues from customers
AI on service cloud unlocks our agents
What do you like best about the product?
The ability to use one pane of glass to intercept, manage and engage the customer was already best in class. The ability to use AI to suggest activities and interpret customer sentiment is next level
What do you dislike about the product?
Ux could be stronger - although the capability is great, some of the limitations around the product include the ux / cx and the interaction with telephony systems
What problems is the product solving and how is that benefiting you?
Customer contact management
Good capabilities for insights
What do you like best about the product?
Getting all data together and seeing a single view
What do you dislike about the product?
Not easy to integrate potentially. Not enough info to understand what the use case can be to implement effectively
What problems is the product solving and how is that benefiting you?
Contact center reduce calls and improve cx
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