Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Happy Admin
What do you like best about the product?
Easy for customers to connect with our company and get information they need. I've been using this for a few years now and it's incredibly useful for both clients and employees
What do you dislike about the product?
Some customers find the interface unintuitive. I think it's more related to the way I have it set up than anything specific to Salesforce. It's a work in progress
What problems is the product solving and how is that benefiting you?
Easier to connect with our company. Also provides the ability for customers to know what information we have on them and for then to be able to update that information as well
Continual improvements
What do you like best about the product?
Built into Salesforce platform, Service Cloud gives us the functionality we need to support our customers.
What do you dislike about the product?
Bland out of the box experience. Requires customization
What problems is the product solving and how is that benefiting you?
Client satisfaction
Very stable and reliable
What do you like best about the product?
It's reliability and also some specific features like case swarming and it's integration with Slack, automated cases routing (OmniChannel) is also very helpful and allows admins to keep up to speed with business change easily
What do you dislike about the product?
The level of customization required to implement certain capabilities like cases queue visualization and segmentation. Administrator expertise level required is also very intense
What problems is the product solving and how is that benefiting you?
Case management AHT reduction and quality and CSAT improvement. System downtime reduction has been another key benefit for us after migrating from a homegrown tool
Service made easy
What do you like best about the product?
Empowering our users for self-service is straightforward and extensible using the service cloud platform. Despite other vendors presence in the market, Service Cloud remains distinguished.
What do you dislike about the product?
Any salesforce platform tool has very rigorous guardrails and service cloud is no exception. More declarative and low-code customizations would always be desirable.
What problems is the product solving and how is that benefiting you?
Service cloud is our full contact center solution from first contact through escalated cases and product management. We are constantly iterating on our processes and service cloud is at the middle.
Top tier service tool available
What do you like best about the product?
The most helpful aspect of service cloud is the integration with the same Account and Contact records that the Sales Cloud group uses. That commom base negates the need to have a separate service option (Zendesk, Freshdesk).. Supplement the offering with Knowledge/KCS for case deflection really is where service cloud shines!
What do you dislike about the product?
It's a bit cumbersome/heavy to implement for smaller companies and the cost is considerably more than competitors. Like most Salesforce products, the licensing will bar many companies from using it.
What problems is the product solving and how is that benefiting you?
Our business is largely B2B2C, we have a large faction of users that are not computer savvy, therefore we largely rely on Email-to-case for their support via automation from in-house applications. In total, we have ~30 E2C services defined.
Effective and reliable
What do you like best about the product?
Helps manage inbound cases and generate meaningful insights. It also maps to the internal knowledge base that helps in case management.
This helps every aspect of case management to live in same platform
This helps every aspect of case management to live in same platform
What do you dislike about the product?
It might be expensive for small business. Knowledge base can be better with bulk edit ability to published content.
Allow batch updates to the published content in knowledge base
Allow batch updates to the published content in knowledge base
What problems is the product solving and how is that benefiting you?
We use manage inbound case, classify cases and generate insights. We also use it as our knowledge base , create and host and manage our internal and support content.
Great suite of products
What do you like best about the product?
Ability to build out a suite of service functionality including chat, experiences, processes, and more to fully accommodate customer needs.
What do you dislike about the product?
Cost to buy add on features and limitations in new functionalities.
What problems is the product solving and how is that benefiting you?
Agent interactions with customers are productive and easy for the agent to navigate.
A time saver for all service techs
What do you like best about the product?
The convince and efficiency off all of the components involved. There is an ai chat box which receives cases that can be used on interfaces, and recommended responses and sources are really helpful.
What do you dislike about the product?
I dislike how cluttered the interface can get after utilizing the components along with any other standard components that have been used on the page. Sometimes it seems to be too much going on at one time.
What problems is the product solving and how is that benefiting you?
Service cloud is helping us solve problems around efficiency in handling cases. Our teams are able to work and close cases in a faster manner because of service cloud.
Adjust to your needs and on the go.
What do you like best about the product?
I Can build and improve it based on requirements from the business. It offers enough flexibility for me to deliver significant product improvements within a short timeframe, ensuring benefits materialise in a short period of time
What do you dislike about the product?
I would like to be able to customise with less dependency on developers and instead with more decelarative work.
What problems is the product solving and how is that benefiting you?
It allows us to have an up to date, state of the art CRM without heavy development investment on custom developed tools.
Best Service Cloud
What do you like best about the product?
Tracking cases and the way sales cloud and service cloud integrates to get 360 view of customer is amazing
What do you dislike about the product?
More Native salesforce cta adapter would be nice to have
What problems is the product solving and how is that benefiting you?
Solving all our patient related complaints using cases and cta adapter...
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