Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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External reviews are not included in the AWS star rating for the product.
Service Cloud is top notch!
What do you like best about the product?
Our company loves Service Cloud Omni-channel routing, separate support processes for case status options, great reporting options. We previously utilized a competitor that was really only service focused and what we love about service cloud is the seamless communication and visualization with other Salesforce Clouds. It allows our Sales teams, Development and product teams, and even Marketing to cohabitate with our Customer Service and Client Services teams.
What do you dislike about the product?
While not a huge dislike, I am excited to see additional advancements to Omni-Channel routing, easier troubleshooting, and implementation options. It is a large part of our Service side of the business and additional metrics, AI options and everything can only make it that much better!
What problems is the product solving and how is that benefiting you?
Unifying our departments, providing real-time reporting and survey generation. Allowing business executives to feel as if they have a pulse on case flows, case escalation, increasing case volumes with possible product deployment issues, data integrity and breaking down the silos between Sales and Service.
Fantastic service product
What do you like best about the product?
Ease of use for employees. Ease of customization for developers.
What do you dislike about the product?
It is a pricey platform but like everything, you get what you pay for.
What problems is the product solving and how is that benefiting you?
Efficient interaction management with our customers and driving relevant information to our agents.
I love service cloud
What do you like best about the product?
I love service cloud, is very completed cloud, yours capabilities omni channel, digital engagement, knowledge are amazing. The best contact center with service cloud
What do you dislike about the product?
Are much type the license, is very complex understand capabilities the licensed for service cloud, I need more capabilities with Instagram, tik tok, Google and other rrss
What problems is the product solving and how is that benefiting you?
With service cloud we solving use case the omni channel, automation, assignment and monitoring the agents minute a minute for best quality an responses a our customers
Amazing product
What do you like best about the product?
The ability to integrate different channels through Digital Engagement, so the customer can receive the correct message through the correct channel at the right time.
What do you dislike about the product?
To get the best new options, it is necessary to buy many different products, and sometimes that can be a challenge for a startup company that is struggling with cash flow.
What problems is the product solving and how is that benefiting you?
All our customers' needs and requirements are addressed using the service cloud. We have implemented web-to-case and WhatsApp channels for our customers. We are better organized and have increased service agents' productivity.
Service Review
What do you like best about the product?
The service cloud has enabled my support team to support our end users more efficiently and holistically. Worry service cloud we have the ability to visualize and manage our workflow well
What do you dislike about the product?
It would be helpful to have more customization if these tools available to better suit unique support process based on Salesforce and other connected apps and managed packages such as nCino
What problems is the product solving and how is that benefiting you?
It allows us to connect and support our users through an on platform solution where historically we leveraged several manual tools that made aggregating data to create efficiencies difficult
Service Cloud review
What do you like best about the product?
Case management that stores all cases and responses in a single place that is easy to use
What do you dislike about the product?
The channels such as third party phone can be complicated to use
What problems is the product solving and how is that benefiting you?
Searching for knowledge article to resolve cases.
Salesforce Service cloud is core of the call center to serve the customer
What do you like best about the product?
Salesforce service cloud covers omni channel support which increases customers satisfaction. Also service copilot added lot of values to increase agent productivity.
What do you dislike about the product?
Training time for my call center people.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud is used to serve the customers. We use Omni channel to serve the customers better and faster. It helps to increase customer satisfaction.
Love service cloud for case management
What do you like best about the product?
Omni channel routing has helped so much with agent handle time
What do you dislike about the product?
Sometimes not as intuitive as I would like
What problems is the product solving and how is that benefiting you?
Manual routing and better solution if
Head of Digital
What do you like best about the product?
Great opportunity for Administrators to add automation. Out of the box functionality adds immediate business value and continuous improvement by Salesforce is mind blowing.
What do you dislike about the product?
Licensing can be complex to understand. It should be simplified
What problems is the product solving and how is that benefiting you?
Customer 360 enablement. Case management.
Service Cloud provides an extremely efficient user interface
What do you like best about the product?
Agent productivity and user interface, automation
What do you dislike about the product?
Lack of ERP integration , translation capabilities
What problems is the product solving and how is that benefiting you?
Reduce the cost to serve, increase productivity
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