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.
Good application
What do you like best about the product?
Automation options. Ability to change app to fit needs in-house
What do you dislike about the product?
Problems when we need to customize due to our business. Automations fail sometimes. Internal business decisions can limit success.
What problems is the product solving and how is that benefiting you?
Better reporting, integrations.
Finding my feet
What do you like best about the product?
You can create email to case this is helpful when linking customer interactions.
What do you dislike about the product?
If you don't your way around this can be very daunting and depending on your tenure in role it can be tricky to articulate what your trying to find.
What problems is the product solving and how is that benefiting you?
Enabling a single source of truth for customer all info is in the one place and this helps you to focus your time on providing great customer experience.
Sales Cloud is a one stop shop
What do you like best about the product?
Cases is a great object that allows you to see 360 degree view of a customer.
What do you dislike about the product?
Setting up chatter groups, can be confusing if you are new to the plarform
What problems is the product solving and how is that benefiting you?
The ability to have all issues in one place. Originally issues and queries lived in emails.
Service Cloud Saving Lives
What do you like best about the product?
Service Cloud is great at one-stop resolution. It's capabilities of allowing multiple users gain insights on the customer interaction is great!
What do you dislike about the product?
Duplicate record management is a little challenging
What problems is the product solving and how is that benefiting you?
Service Cloud helps our organization solve problems that our cancer patients are facing as well as assisting us in implementing our impact driven initiatives.
Good experience
What do you like best about the product?
The efficiencies improvements and tools provided to the Support department
What do you dislike about the product?
Would be great to have cases fields automatically tracked for when status was updated
What problems is the product solving and how is that benefiting you?
We're able to track our cases efficiently which has seen a great reduction in time taken to close cases
Great in a Salesforce Stack
What do you like best about the product?
Salesforce Service Cloud is a strong service desk tool, especially for large enterprises that utilize other Salesforce clouds. It's endlessly customizable and is built on the same core platform as sales cloud, so the two tools function more or less as one. It's easy to over-customize yourself into a corner though so definitely utilize talent from the Salesforce ecosystem.
What do you dislike about the product?
The UI is built around being customizable rather than purpose built for service desks.
What problems is the product solving and how is that benefiting you?
Client facing help desk that supports our customers
Service cloud customized to win!
What do you like best about the product?
Service cloud is a great way for our Salesforce admins to creat customized client and partner support to meet the needs of our Systems and Services team
What do you dislike about the product?
Complexity and Salesforce knowledge needed to understand and deliver scalable solutions
What problems is the product solving and how is that benefiting you?
Client issues across our Salesforce environment and experience cloud
Great platform, fairly easy to implement.
What do you like best about the product?
We have used Service Cloud since 2017. Much better that our previous system that was built in our erp. Easy to add multiple channels for connecting with our customers.
What do you dislike about the product?
Some non standard functionality can get expensive to implement.
What problems is the product solving and how is that benefiting you?
Able to connect with our customers across multiple channels.
Review of Service cloud
What do you like best about the product?
Ease of use
Case management
Service cloud voice
Case management
Service cloud voice
What do you dislike about the product?
Slowness of Lightning
Integration with phone system
Integration with phone system
What problems is the product solving and how is that benefiting you?
Automation
Case deflection
Self service
Case deflection
Self service
Service Cloud brings it all together
What do you like best about the product?
Agents have all the tools they need right in one place!
What do you dislike about the product?
Email-to-case is clunky! Anything involving email can lead to a lot of troubleshooting that is really difficult. Often we don't have access to their email client.
What problems is the product solving and how is that benefiting you?
Service cloud lets agents link data quickly to identify customer history and the products they are using.
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