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.
Improving system uptime by almost 90% and allowing for faster sprints
What do you like best about the product?
The one thing thats close to my heart in Service Cloud is Omnichannel Routing based on user skill sets. This allows in avoiding cherry picking of cases where the cases are technical in nature
What do you dislike about the product?
Service Cloud UI needs a change and its is not as aesthetic as the JS based UI frameworks. It seems a little dated and there is not many out of box features allowing UI customization
What problems is the product solving and how is that benefiting you?
It is helping us handle case volumes amounting to almost in the order of 90K plus without any hiccups. Migrating very recently from a homegrown CRM backed by Salesforce to a full blown Salesforce solution, the uptime has gone up and improvements release cycle time has reduced drastically
Excited with the Service Cloud
What do you like best about the product?
Ability to customize our needs easily and provide right metrics to measure our part to success
What do you dislike about the product?
The way knowledge articles section are rendered. Hope that improves with Service GPT
What problems is the product solving and how is that benefiting you?
Ability to capture all key info necesary for the agents to act swiftly
Sevice cluoud expierience
What do you like best about the product?
Increase and improve your customer expierience
What do you dislike about the product?
You need to yave qualify people to use it
What problems is the product solving and how is that benefiting you?
It' s helps to improve the expierience for aour customers reducong the time on the calls
Service cloud is amazing
What do you like best about the product?
Service cloud, with slack integration. Field service, and all the new AI coming will be amazing. Helped productivity and agent satisfaction immensely.
What do you dislike about the product?
So many options of what to enable, it can be overwhelming.
What problems is the product solving and how is that benefiting you?
Agent productivity and employee satisfaction
Best in class technology for customer service organization
What do you like best about the product?
SFDC service cloud with skill based routing reduce time to first response and time to resolution by reducing case queue time by routing customer case to the the right technical support reps based on their expertise.
What do you dislike about the product?
It was little difficult to configure and set up the skill based routing. It needs Einstein setup.
What problems is the product solving and how is that benefiting you?
SFDC service cloud provide solution for enterprise companies to be efficient and productive supporting customers.
Awesome for small and big companies
What do you like best about the product?
I love that Service Cloud offers so many productivity features that are so easy to configure. And that the Cloud itself is also so easy customize to the needs of either a small or big customer.
What do you dislike about the product?
The thing that I probably dislike the most is that Chatter is not getting enough attention and enhancements to get more closer to a Slack experience. It's good for smaller teams, but lacks some options and features that larger teams would need to collaborate well.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is offering a unified channel to collaborate on customer requests, questions and issues, but also internal end user support management and idea sharing platform.
Helps us serve customers
What do you like best about the product?
It helps us provider service for our customers, I am really excited to see service intelligence when it comes out.
What do you dislike about the product?
A lot of the features are really aimed toward high volume service centers versus low volume white glove service, would love to see some enhancements for those customers.
What problems is the product solving and how is that benefiting you?
It helps us provide a ticketing and enhancement service in our client portal.
Service Cloud empowers my Team to win
What do you like best about the product?
Each day, my Team is able to use Service Cloud to serve our customers and gain their loyalty. I like that we can capture useful customer/issue data to make process improvements for the future.
What do you dislike about the product?
The only think I dislike about Service Cloud is the cost to add new licenses.
What problems is the product solving and how is that benefiting you?
Service Cloud creates an opportunity for my Team to capture complete and accurate information about the issues experienced. I'm excited to apply AI in the near future to use the information for self service.
Using cases for service
What do you like best about the product?
The overview of having cases within Salesforce
What do you dislike about the product?
There is nothing really. It is so helpfull for our employees and customers
What problems is the product solving and how is that benefiting you?
Getting good overview of cases.
Customers First
What do you like best about the product?
We use salesforce for our support services and it has been a game changer. We managed to streamline operations and improve the customer experience and satisfaction.
What do you dislike about the product?
We are overall very satisfied with the current capabilities and roadmap
What problems is the product solving and how is that benefiting you?
Omnichannel experiences
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