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.
For your call center and more
What do you like best about the product?
We use service cloud to handle external cases from the call center as well as internal cases between our sales and service organizations. Works well for both.
What do you dislike about the product?
Complex configurations are, well, sometimes complex!
What problems is the product solving and how is that benefiting you?
It is the entry point for complaints and service requests for our field service repair business.
Service Excellence in Practice
What do you like best about the product?
A great way to manage your workload and provide agents with a great user experience and automate things to get things done faster and smarter. Powered with AI to make predicitions too.
What do you dislike about the product?
There is a lot of different terminology to learn and additional add on products that can be difficult to navigate to understand what you need depend on your use case or business process
What problems is the product solving and how is that benefiting you?
It's a great way to act as a incoming channel for issues raised via different platforms and methods. You can power this up with a Help Centre so customers can answer their own quesitons and leverage AI Bots too
Excellent Product for Contact Centre
What do you like best about the product?
I like that service cloud provides real-time service with live chat the minute a customer lands on your website.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
Keeps records of every interaction—from chat to social media and email.
Helps you track the KPIs that are most important for your company and department.
What do you dislike about the product?
It can be difficult to navigate for new users since there's so much functionality. There is however great documentation and training
What problems is the product solving and how is that benefiting you?
Keep record of every interaction and allows.us to customize every customer interaction. Case escalation is also another benefit.
Service cloud review
What do you like best about the product?
I love that service cloud gives visibility into the needs of our customers.
What do you dislike about the product?
I would like more options for connecting email to case. I would like more fields to automatically set while setting email to case functionality.
What problems is the product solving and how is that benefiting you?
I'm trying to give reporting visibility to executives.
Service with a smile
What do you like best about the product?
We love the ability to handle case management with our outside contractors.
What do you dislike about the product?
We don't have any real issues or downsides with the product.
What problems is the product solving and how is that benefiting you?
It allows our techs the ability to resolve issues In real-time.
Service Cloud CRM for Retail Fast Fashion
What do you like best about the product?
Automation AI and Customer 360 are the best features
What do you dislike about the product?
Direct social media connectivity not available as out of the box
What problems is the product solving and how is that benefiting you?
Customer pro actove support resolved
Service Cloud is great!
What do you like best about the product?
It helps the service department better help their customers
What do you dislike about the product?
Nothing. I think Service Cloud is great and fulfills my needs
What problems is the product solving and how is that benefiting you?
How to help with customer returns
Great system
What do you like best about the product?
So much flexibility in the system. Able to manipulate data
What do you dislike about the product?
There are several areas especially in Knowledge where there are opportunities to be more flexible
What problems is the product solving and how is that benefiting you?
Full view of customer data no matter who they contact us
Service cloud rocks!
What do you like best about the product?
Ease of use/ point and click/ Admin got lot of power in creating assignment rules , configuring reports and lot of cool stuff
What do you dislike about the product?
I don't see any dislikes about service cloud
What problems is the product solving and how is that benefiting you?
Case logging and CTI
Service Cloud will make you want to switch from your current provider
What do you like best about the product?
Service Cloud makes it so that our reps have all of our employee data available to them for IT support. Coupled with a salesforce inventory system, our reps have all that they need to provide the best support for our constituents.
What do you dislike about the product?
Unless you have licenses or are replacing your current system, the implementation and licensing cost can be high. Work on consolidating other systems into salesforce
What problems is the product solving and how is that benefiting you?
We are able to provide our support techs with a 360 view to better support our constituents. This allows them to be more efficient in solving problems, resulting in less downtime and better satisfaction ratings.
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