Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Service Cloud Review
What do you like best about the product?
Service cloud has a lot of valuable additions to our service team. Particularly the offline mode is essential for our business as many of our service techs are in mines conducting inspections etc where no service is available.
What do you dislike about the product?
Our company has found the timekeeping aspect to not be up to our requirements. we actually had a consultant build us a new function so that we could effectively capture time the way our business needed
What problems is the product solving and how is that benefiting you?
We use the fsl app to coordinate our field techs to jobs. we have dispatchers, territory managers, and service techs that all use the app. I have received comments from the team that the actions button is nice to house all of our functions
Happy client is the best client
What do you like best about the product?
Really nice tool and very customizable for all type of customer needs. It is powerful and key in customer relationship management and has taken our clients CRM's to the next level.
What do you dislike about the product?
Connectivity issues especially when integrated with WhatsApp and Facebook.
What problems is the product solving and how is that benefiting you?
Easy flow with clients, immediate help when required, easy to use and great front end.
Love Service Cloud!!
What do you like best about the product?
Case based management consoles and reporting and dashboards.
What do you dislike about the product?
Speed at which core capabilities are made available in Canada (eg. Einstein solution)
What problems is the product solving and how is that benefiting you?
Case management and improved reporting
Ability to customize case framework
What do you like best about the product?
We have very unique requirements for cases in our org and it's great that Salesforce gives us the ability to "bend" the case.structure and framework without needing additional custom objects.
What do you dislike about the product?
It can be difficult at times to make small changes in the system if there are automation dependencies. This leads to longer developer lifecycle times and possible regression issues.
What problems is the product solving and how is that benefiting you?
Allows to track and manage our overall claim management process in one place and allows us to track specific tasks involved in each case management record as needed.
Service Cloud streamlines our processes
What do you like best about the product?
We've been using Salesforce Knowledge to help our analysts find relevant information to resolve support cases faster than ever.
What do you dislike about the product?
Everything has been working as expected.
What problems is the product solving and how is that benefiting you?
Finding information faster for internal and external users.
Excellent out of box feature
What do you like best about the product?
Case management default features and it's assignment
What do you dislike about the product?
Omni channel not very helpful in our case
What problems is the product solving and how is that benefiting you?
Child welfare related processes
Enabling CSR productivity across tickets
What do you like best about the product?
Multi-case solving:
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
When a problem occurs and a CSR registers a case, these cases can be connected and concidered one issue. The issue can be solved by bugfixes or knowledge articles, and all connected cases then be automated for their solution delivered to the customer and closed in one go. This saves on time spent to follow up each separate case.
Integrate:
You are also able to build any integrations to and from the platform with regular API with comprehensive and always updated documentation.
What do you dislike about the product?
Translating knowledge arricles can be a bit of a tedious task. Also the workflow of importing from another system might benefit from some more development.
What problems is the product solving and how is that benefiting you?
Multi-case productivity
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
Knowledge articles
Self-service portal cases
Email-to-case
Case queues
Service Cloud for CS
What do you like best about the product?
Service Cloud helps facilitate an excellent customer experience by threading emails to singular cases which allows us to access all information at hand
What do you dislike about the product?
The only dislikes for us has been around the integration with SAP
What problems is the product solving and how is that benefiting you?
Business wide viability of customer interactions
Needs customization
What do you like best about the product?
Ability to deflect cases and help customers resolve issues faster
What do you dislike about the product?
MVP and out of box requires much extra config and specialized admin skills
What problems is the product solving and how is that benefiting you?
New rep onboarding by giving them guidance
Excellent Product
What do you like best about the product?
Excellent integration, and great growth product.
What do you dislike about the product?
Finding the right level of integration with our internal stack.
What problems is the product solving and how is that benefiting you?
Provides a single pane view for our users to quickly answer questions.
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