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.
Amazing!
What do you like best about the product?
Service cloud is extremely user friendly. You can enhance the system to you or your companies needs. I would recommend Service Cloud to any business unit looking for an upgraded and amazing system!
What do you dislike about the product?
I don't believe there is much I don't like about Service Cloud. Our company has enhanced the system so much that it works exactly how we want the system to work!
What problems is the product solving and how is that benefiting you?
Service cloud is solving getting the customer their information quick and providing precise solutions. The individual enhancements makes the experience very tailored.
Great product
What do you like best about the product?
We are able to manage customers through multiple communication channels.
What do you dislike about the product?
Every platform has its limitations. If you have a good administrator you can navigate them better
What problems is the product solving and how is that benefiting you?
We are able to better support our customers and report on the business
Monitoring Real Time Events
What do you like best about the product?
Ability to stream real time events and flexible options to quer data, helps in monitoring the platform and investigation issues as they happen.
What do you dislike about the product?
More events needs to be added for real time streaming
What problems is the product solving and how is that benefiting you?
Smoother customer interactions and ability to serve them
Salesforce
What do you like best about the product?
Conscience and the ease of use. And the integrations with other softwares.
What do you dislike about the product?
Rolling out new functionality needs a lot of salesforce experience.
What problems is the product solving and how is that benefiting you?
Using salesforce for case management and case selection
Any channel is a Service Cloud channel
What do you like best about the product?
The best thing about service cloud is that it has every channel that any customer wants to reach out to for a health on a on a case or product. Whether that's email or that's messaging of any platform service cloud can handle it
What do you dislike about the product?
What I dislike about service cloud the most is there's too many features. It's so hard to prioritize which one is next?
What problems is the product solving and how is that benefiting you?
Salesforce allows us to handle support cases in the fastest most reliable way possible to make sure our customers are satisfied and want to keep using our products and services over again because of their experience
Love our case management
What do you like best about the product?
Email to case and web to case have been the best solution for keeping our customers happy
What do you dislike about the product?
To many ways to do one thing. It get very confusing if you're not careful!
What problems is the product solving and how is that benefiting you?
Keeping our members updated in a timely manner
The standard for customer service
What do you like best about the product?
Ability to work with other internal teams on a scaleable solution.
Easy to customize
Easy to customize
What do you dislike about the product?
Only thing I find challenge is case comments are a little weak. 3 ways to communicate but all have some gaps
What problems is the product solving and how is that benefiting you?
It is helping us move away from e-mail based customer support and allowing us to utilize a knowledge center apporach to scale our service teams
Improving Self-Service Experience with Service Cloud
What do you like best about the product?
Ability to create Knowledge Library and keep consumers informed about company policies without having to call. Easy to manage, scalable and keep information current
What do you dislike about the product?
Ensuring that outdated data and information is removed. Perhaps including some type of retention or data review policy to ensure that only most current information is within Knowledge Library.
What problems is the product solving and how is that benefiting you?
Case Management. We are able to document details of why a customer is contacting us and the solution offered. Also, to leverage this information for metrics/KPIs
Service possibilties
What do you like best about the product?
Flexibility and engage with customers service process
What do you dislike about the product?
Need to buy user when use case portal! Many others solutions don't charge
What problems is the product solving and how is that benefiting you?
Help us and our customers to resolve and organized cases and colaborate with team and powered the customer 360
Recent call center deployment
What do you like best about the product?
We were able to transform our legacy processes using service cloud best practices
What do you dislike about the product?
The time to deploy a working product and the change management required to get our users to adopt.
What problems is the product solving and how is that benefiting you?
CSR efficiency.
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