Agentforce Service
Salesforce, Inc.External reviews
6,979 reviews
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Service Cloud is awesome!
What do you like best about the product?
it makes case managemente super easy & helpful
What do you dislike about the product?
ot can be sometimes a little difficult to customize
What problems is the product solving and how is that benefiting you?
Its helping us with self service
The Best CRM System Ever
What do you like best about the product?
You're able to customize so much as far as the layout and components, therefore increasing the advisors happiness. It's the most comprehensive way to store customer data and their previous interactions. The Service Cloud is the best program I've worked with.
What do you dislike about the product?
I wish there was an ability to send mass emails to accounts and link the activity on all. That would help save time for advisors on a massive scale. It would be nice to be able to also log a call to more than just two accounts in case there's a contact regarding to more.
What problems is the product solving and how is that benefiting you?
Ability to house so much data on leads and callers. It's easily organized, easy to locate and understand for an advisor. The searchability is wonderful for looking for a phone number, name or address.
Service Cloud for Claims
What do you like best about the product?
Reducing the amount of time it takes to work a case.
What do you dislike about the product?
Nothing at the moment. We are currently in development.
What problems is the product solving and how is that benefiting you?
We're currently developing Service Cloud but are excited about the capabilities to reduce case time and assist customers faster.
Transparency
What do you like best about the product?
It enables you to provide transparency to customer cases and identify trends
What do you dislike about the product?
Nothing specific comes to mind, except that the challenge we have is around needing to harmonize internal processes
What problems is the product solving and how is that benefiting you?
Providing transparency into customer issues as well as reducing cycle time in issue resolution
Out of the world
What do you like best about the product?
It's the future - customer in one place than anywhere CRM tool to date . Friend of the customer and an amazing asset to the client. U can see the future today !
What do you dislike about the product?
Trying hard........primarily the implementation has its challenges in terms of finding the balance between out of the box and customisation. Licensing can also be a challenge sometimes.
What problems is the product solving and how is that benefiting you?
As a retail organisation serving customers across 205 countries , it is quite a challenge even to gather the data let alone understanding it. 1 degree view of the customer itself is a challenge 😁 this is where service cloud is phonomenal!
Excellent product for retail!
What do you like best about the product?
Service cloud has allowed us to transform our business into a true omnichannel retail operation that meets and exceeds our customers needs.
What do you dislike about the product?
Licensing is tricky and confusing wt times.
What problems is the product solving and how is that benefiting you?
Allowing us to service orders in a true omnichannel fashion
Improving the customer experience
What do you like best about the product?
Our agents are able to easily access their information and provide the hospitality We are known for utilizing service cloud and c360
What do you dislike about the product?
No complaints yet, we're excited to integrate it better with our telephony tool
What problems is the product solving and how is that benefiting you?
It's not necessary solving problems but enabling us to meet our customers where they are
Super excited about what AI can do to improve efficiency in customer support
What do you like best about the product?
AI driven technology saves time and provides better customer experience
What do you dislike about the product?
Still requires human invention. Look forwards to fully automated solutions
What problems is the product solving and how is that benefiting you?
One platform for all customer success roles in large global organization
Service cloud has help connect support with data
What do you like best about the product?
Service cloud has allowed us to connect our data with our help center so that it's all in one place and easy to access.
What do you dislike about the product?
You have to have a plan in advance before implementing because it can do a lot of things. Sometimes this can be difficult.
What problems is the product solving and how is that benefiting you?
Single source of truth and connected call center
Service cloud helped us move from a call center support to self service/case management
What do you like best about the product?
Service cloud helps us with automated queue routing based on the support scenario and helps get the case support from the right team. Also, case to web helps generate knowledge articles
What do you dislike about the product?
Integration with slack will be helpful, also the workflows in service cloud can improve to guve more flexibility around the routing process plus case deflection
What problems is the product solving and how is that benefiting you?
Helped us move away from call center support towards self service. Plus case to web features are a huge unlock for case deflection capabilities. With AI shaping, hoping to unlock much more!
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