Agentforce Service
Salesforce, Inc.External reviews
6,980 reviews
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Optimize your Customer Service
What do you like best about the product?
The capacity to Track and scale the service cases, and the knowledge help plus einstein capabilities
What do you dislike about the product?
The voice channel integration with omnichannel.
What problems is the product solving and how is that benefiting you?
Track the agents activity and support them to make their Job better
Salesforce Service Cloud Review
What do you like best about the product?
It can be integrated with other Salesfoce products like Sales Cloud for a seamless user experience, and supports the users on the day to day basis. The platform is easy to use and customizable.
What do you dislike about the product?
Similar issues on configuration, customizarion, governance limit as other Salesforce products. Overtime all the builds can be difficult to manage and the old builds can be difficult to clean up. Would be nice to Salesforce offers some solutions to support the management efforts and retire or untane some of the stale stuffs developers built overtime.
What problems is the product solving and how is that benefiting you?
It gives users easy to use interface to search for the Knowledge articles, and for admin it's easy to maintain these articles. For Case routing it's also easy to get the Cases to the right teams to reduce handover time.
Love Service Cloud! It allows us to easily connect with users and resolve issues efficiently.
What do you like best about the product?
Flexibility and efficiency
Ease of use
Easy to learn
All this amounts to great adoption
Ease of use
Easy to learn
All this amounts to great adoption
What do you dislike about the product?
Would love for it to be more cost friendly
Would like built in phone system
Would like built in phone system
What problems is the product solving and how is that benefiting you?
It helps us to quickly resolve internal issues with users in various departments throughout our organization.
Handle Service Issues With Ease Using Salesforce Service Cloud
What do you like best about the product?
Service Cloud allows call center agents to intake issues reported by Users and quantify the same issues under a grouping of Cases under a parent case for tracking.
What do you dislike about the product?
Service Cloud requires a bit of customization to get it fully functioning for your service process. However, this is the crutch for getting your team on the same page, handling assignment and escalation, and notifications when a Case is submitted.
What problems is the product solving and how is that benefiting you?
Service Cloud helps Users self-report issues and give agents instant notification to jump in and quickly resolve their problems. Our service level agreements have increased dramatically.
Dropping the solution for business
What do you like best about the product?
Easy to implement me complex features. Omnichannel and ability to do complex load management logics. Ability to integrate third party solutions.
What do you dislike about the product?
How to innovate in a manner that the system does not stay too complicated.
What problems is the product solving and how is that benefiting you?
Managing retail customer service process.
Case management par excellence
What do you like best about the product?
The flexibility in terms of depicting complex customer support scenarios is what's standing out most to me.
What do you dislike about the product?
Email handling could be improved as composing outbound and reviewing inbound communication is a pain.
What problems is the product solving and how is that benefiting you?
Automations and 360 degree view are imperative to me to improve customer support.
Salesforce Service Cloud
What do you like best about the product?
Customizable and scalable for business growth, with strong online support, seamless CRM integration, and high customer satisfaction potential. It excels in data tracking, boasts a well-designed interface, and features a customizable Agent Workspace for building a connected knowledge base, handling case interactions, and enabling live agent chat.
What do you dislike about the product?
Challenges include limited agent responsibility sharing, absence of audio and video chatbot capabilities, high costs, missing key business functions like sales order processing, and concerns about Salesforce.com's support services.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud enhances customer experiences with personalization, knowledge base integration, live agent chat, and service process automation. It boosts agent performance by aiding with appointments, automated instructions, and handling complex inquiries. Moreover, it accelerates AI adoption, and reimagines service for efficiency, and cost savings.
Service cloud helped us streamline our customer journey.
What do you like best about the product?
Having customer case information in the same place as their account and purchasing information has helped give better insight into the customer journey both on the sales and the support side.
What do you dislike about the product?
We like having the customer discussion boards, but being able to have the same discussion boards across multiple experience sites would help make things more cohesive for our partners and customer.
What problems is the product solving and how is that benefiting you?
Salesforce service cloud helped us bring customer support and our customer success teams into one platform, allowing for better communication and collaboration across the departments.
Creating value through Service Cloud
What do you like best about the product?
The ability to automate our business processes. The ability to take
Complex swivel chair business processes into a standardized intake process. The complete
Visibility into everything we do with dashboard and reports. Hoping to see fedramp approval for Einstein this year!
Complex swivel chair business processes into a standardized intake process. The complete
Visibility into everything we do with dashboard and reports. Hoping to see fedramp approval for Einstein this year!
What do you dislike about the product?
Been an amazing experience so far. We have been able to easily translate our business requirements into usable workflows and the results have been amazing. Can't wait for more features.
What problems is the product solving and how is that benefiting you?
It has given us a reliable platform that has very little downtime. With the benefits of SalesForce cloud we have started gaining that trust needed from our customers.
Salesforce Service Cloud keeps us moving
What do you like best about the product?
Service Cloud assists our Customer support team in managing cases and increasing case efficiency so we can assists our customers quickly and effectively.
What do you dislike about the product?
Nothing. We love service cloud. It is efficient.
What problems is the product solving and how is that benefiting you?
It helps us resolve customer service issues for our customers
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