Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Service Cloud
What do you like best about the product?
I like its customer service and support features, including cases, knowledge articles and automation. It helps deliver good customer experiences and streamline support.
What do you dislike about the product?
Salesforce can be complicated by adding many layers or ways to accomplish the same tasks which sometimes hinders navigation for end users.
What problems is the product solving and how is that benefiting you?
Salesforce to Salesforce solution for a business to business 3PL. Aggregates data from one instance to another. We are able to manage knowledge articles OmniChannels reporting all in one place.
The best service tool
What do you like best about the product?
Service cloud is full of tools for customer service
What do you dislike about the product?
Not easy to implement, otherwise is easy to start
What problems is the product solving and how is that benefiting you?
Gather case information and have multiple channels
Service is the go to solution for help support
What do you like best about the product?
I like service cloud offers ready tools for support agencies, from having case availbe, to support process , case entitlements and milestones. I like that its offers the flexibility to reach to customers on different channels.
What do you dislike about the product?
For all the flexibility that service cloud offers, I dont like that I have to learn 4 diffent automation tools. From learing wokflows, flow builder, process builder and macros.
What problems is the product solving and how is that benefiting you?
We are a small firm and we support more than 1000 customer and received 500 inquiries on different channesl from Web, Social media, to phone calls, We implmenet experience cloud to reduce the phone calls we received.
A service cloud that works to our needs
What do you like best about the product?
The customization options on top of a well built service console with security and ease.
What do you dislike about the product?
The amount of training needed to use it.
What problems is the product solving and how is that benefiting you?
Automating workflows and having a hub of data to connect and use.
Efficient way to service customers through omnichannel service
What do you like best about the product?
Centralized place to service customers and utilize tasks and cases in a singular platform
What do you dislike about the product?
Integration to order maintenance and other knowledge bases can be challenging from an efficiency and accuracy standpoint - housing and displaying customer 360 in a digestible manner for customer advocates
What problems is the product solving and how is that benefiting you?
We are looking for it to continue to enhance our customer 360 and ability to efficiently tailor quality service experiences for our customers and associates
Amazing, faster and more valuable
What do you like best about the product?
The ability of elevate the customer experience with the plug and play module has helped in delivering much faster . On top of that we have done autoamtion for self service
What do you dislike about the product?
Ai integration to automate the content and take appropriate action
What problems is the product solving and how is that benefiting you?
Automating the business process. On top of that we can intwgrate with other SF product like MuleSoft has helped in saving to have another api platform
Expansion
What do you like best about the product?
Provides 3x a year releases that enhance the product. Lots of additional product add ons that can expand the use.
What do you dislike about the product?
Need more items that can be available to others besides system admins.
What problems is the product solving and how is that benefiting you?
Customer case management and view into historical interactions allows us to provide hospitality and service Customers better
Excellent
What do you like best about the product?
Customer service and digital engagement and other
What do you dislike about the product?
Nothing, it is a good product in salesforce suite
What problems is the product solving and how is that benefiting you?
Customer service
Easily Support Customers
What do you like best about the product?
We love how easy it has been to setup a global Customer Support team for our customers by providing self-service opportunities through Einstein Bots and a public knowledgebase, as well as making it easy for our Customer Support to manage more difficult problems through Case management.
What do you dislike about the product?
To be honest, I cannot think of many aspects of Service Cloud that I dislike. The only thing I can think of is the overall management of Experience Cloud sites and how it can be a bit clunky to navigate and modify/update the site using the builder.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud allows us to support our customers quickly, and offers ways for them to self-serve their issues without the need to interact with an agent if the problem does not require that level of support.
Great product
What do you like best about the product?
Our service users are able to connect with customers in a whole new way. Having everything at their fingertips when needed has been so beneficial.
What do you dislike about the product?
The complexity on some items when trying to build them out.
What problems is the product solving and how is that benefiting you?
Being able to provide chat functionality to our customers, providing an alternative way to contact us.
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