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 for customer operations
What do you like best about the product?
Service cloud offers out of box features for managing customer operations with multiple channels. Exited to introduce co-pilot or AI on service cloud for our product
What do you dislike about the product?
Nothing as such. A better channel integration which can be provided OOB would be good. Have been using service cloud for more than 15 years and it's evolved over time
What problems is the product solving and how is that benefiting you?
Customer service is the key functionality. With multiple channels and integrations, service cloud helps to manage the cases effectively. Helps with case deflection
Service Cloud review
What do you like best about the product?
The flexibility and customization of the product.
What do you dislike about the product?
Implementation is difficult. While the product has flexibility, it is incumbent on finding very skilled implementation partners to make it easier to use.
What problems is the product solving and how is that benefiting you?
Workflows has streamlined some confusing processes for our team. It helps reduce errors and the need for reps to memorize processes.
Service Cloud for Service Excellence
What do you like best about the product?
The combination of chat and knowledge is an important component that, if mastered, is unparalleled.
What do you dislike about the product?
Some of the setup and configuration is difficult to navigate. It's not super intuitive, even when using the setup flows in service cloud setup.
What problems is the product solving and how is that benefiting you?
It is a great solution for case deflection when used with knowledge. It's also very useful when self service is implemented to take pressure off of call centers.
Efficient Case Management and High Customer Satisfaction with Salesforce Service Cloud
What do you like best about the product?
I appreciate that Salesforce Service Cloud was easy to set up, which likely saved time and effort initially. It simplifies tasks for call center agents, significantly benefiting customer satisfaction. I find the case management feature particularly helpful. Overall, I'm happy with the service and would highly recommend it.
What do you dislike about the product?
I feel that Salesforce Service Cloud could be improved by offering more out-of-the-box functionality. This would help in keeping costs down, which is important for me.
What problems is the product solving and how is that benefiting you?
The product simplifies processes for call center agents, enhancing customer satisfaction through effective case management.
Service Cloud Review
What do you like best about the product?
Case management system, web to-case, milestone, Omni channel
What do you dislike about the product?
something Omni channel routing issue, refreshing issue
What problems is the product solving and how is that benefiting you?
Omni channel
Effective tool for org efficiency
What do you like best about the product?
It's a great tool to help get your team on the same page and working with the right data while being able to plan for the future
What do you dislike about the product?
There is a bit of a learning curve when first learning about the product
What problems is the product solving and how is that benefiting you?
Helping us get visibility on the customers that are contacting us
Product Owner
What do you like best about the product?
The ability to share case updates across teams.
What do you dislike about the product?
Cannot think of anything. Just keep pushing progress forward.
What problems is the product solving and how is that benefiting you?
Automated chat bits have help deflect new case creation.
Salesforce Service Cloud
What do you like best about the product?
Customer interaction and knowledge around the customer's behavior
What do you dislike about the product?
Nothing is wrong. All good with service cloud.
What problems is the product solving and how is that benefiting you?
Live chat gives our customers another resource and way to reach out company with questions and needed assistance
Service Cloud helps many our clients to automate their customer service processes
What do you like best about the product?
Flexility to customize the solution to cover precisly their business needs, User-friendly UI
What do you dislike about the product?
In combinations with Experience Cloud you may encounter some unexpected limitations
What problems is the product solving and how is that benefiting you?
Self-service -time saver, guidance for Agents
All customer data in one place
What do you like best about the product?
As a Customer Success Leader, I like the way I can see details of recent interactions, cases and other custome details all in one place, before I meet with customers.
What do you dislike about the product?
Everything is customisable but sometimes it would be good to have some out of the box defaults to choose from rather than having to customise from scratch. Routing of Cases is not the best, but ISV Apps such as Distribution Engine help that!
What problems is the product solving and how is that benefiting you?
Customer 360 degree view of all interactions and cases etc. being prepared is key to delivering a great customer experience and Service Cloud helps with this. I can be ready for customer meetings much quicker.
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