Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Cases and Metrics
What do you like best about the product?
The ability to track customer request and gives Managers the ability to view metrics on those request is something that we were never able to do in outlook. Game changer
What do you dislike about the product?
With moving all customer request/communication to case the amount of storage emails takes up we are consistently monitoring storage
What problems is the product solving and how is that benefiting you?
The ability to have have data for KPI
Service Cloud: One stop shop for our agents
What do you like best about the product?
Service cloud provides an easy to use system for any support process I can imagine. We even take calls within it!
What do you dislike about the product?
No native way to send a snapshot of the activity feed related to the case. Would love to be able to share an entire case via email.
What problems is the product solving and how is that benefiting you?
Centralized place for CIC ticketing and supporting customers. Knowledge base.
ROI on your customer service
What do you like best about the product?
Is simple to learn setup and maintain. With all of the out of the box, features and capabilities you handle just about any customer service process that can be imagined. The new features that are released keeps your instance on the leading edge of customer service capables.
What do you dislike about the product?
Not much to dislike but with great power comes with great responsibility. Your instances have to be well thought out, designed and architected. Cutting cost I. Design will lead to power potcome despite the platforms great capabilities
What problems is the product solving and how is that benefiting you?
Health cloud built on service cloud is solve the digital transformation problem for my healthcare payer and provider organizations. We use service cloud and health cloud to implement value based healthcare
I love Service Cloud
What do you like best about the product?
My support teams are no longer silos. They can easily see across cases
What do you dislike about the product?
Nothing. Service cloud works amazing for our business
What problems is the product solving and how is that benefiting you?
Managing all our support requests in a single space
Service Cloud for Hospitality
What do you like best about the product?
In our organization, our reservationists use chat bots regularly to have conversations with guests. I like the dashboards and the ease of use with case creations for chats that were had, as well as easy access to transcripts.
What do you dislike about the product?
While it's nice having chat transcripts, sometimes it can be a process to get to them. You have to click through multiple pages to get to responses as well survey responses.
What problems is the product solving and how is that benefiting you?
It allows multiple members from our reservations team to be chatting with guests or potential guests in a more efficient way and all conversations are stored in the platform.
Service Cloud is key to our customer servicing
What do you like best about the product?
We are using Service Cloud since 5 years now. It's been the key to solve the customer servicing problems by fastening up & automating the resolutions, responses and reducing the TAT. Thanks.
What do you dislike about the product?
Service Cloud doesn't come up with by default Einstein services which may help fastening up the automation. These are separate products and need to pay separately for them.
What problems is the product solving and how is that benefiting you?
It's solving the business problem of giving services via multiple sources. Automating the email replies, fastening case resolution. It's also been used for self service with the help of Heroku.
Boosts productivity of service agents and managers!
What do you like best about the product?
Dedicated set of standard objects that support any channel. Easily integrated with sales cloud features. Supports real time interactions with chat or CTI support.
What do you dislike about the product?
Omni channel is not designed intuitively for administration and setup. Classic Solutions object is no longer available in Lightning and expensive Knowledge licenses are required to support the same functionality.
What problems is the product solving and how is that benefiting you?
Automatically identify customers through soft phone and IVR integrations. Create articles with Knowledgebase. Leverage custom alerting in screen flow for customer support cases.
Service Cloud is seamless
What do you like best about the product?
It's amazing how this works so well in managing web leads and automates it all
What do you dislike about the product?
Can be more user friendly and smooth in terms of performance
What problems is the product solving and how is that benefiting you?
It helps keep and manage as well as maintain customer data
Service Cloud Simple and convenient
What do you like best about the product?
Salesforce Service Cloud incorporates everything in one spot. You can easily collect and organize to see all sales and customer service information together.
Track phone case, emails within your customers accounts for easy access.
Track phone case, emails within your customers accounts for easy access.
What do you dislike about the product?
Task reporting isn't easy as it deletes and trending reporting isn't possible
What problems is the product solving and how is that benefiting you?
Tracking email management all in one spot.
Questions, complaints customer service calls and tech support.
Questions, complaints customer service calls and tech support.
Excellent
What do you like best about the product?
Salesforce service cloud allows our organization to provide the highest quality service, guidance, and coaching to our student population.
What do you dislike about the product?
Racking my brain on this question, I cannot think of any immediate negatives.
What problems is the product solving and how is that benefiting you?
As stated prior, service cloud enables us to provide the highest quality servicing to our student population both in the application and student experience.
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