Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Service Cloud is great overall
What do you like best about the product?
Integration capabilities. CTI. We use Amazon connect for phone pop.
What do you dislike about the product?
Service Cloud Voice has been very difficult to integrate for our environment.
What problems is the product solving and how is that benefiting you?
Tracks all engagement with our customers including calls and emails but not yet chat.
Game Changer for Service Organizations
What do you like best about the product?
Service Cloud has revolutionized how we interact with and support our customers. We've unified CRMs over the past few years to one Service Cloud instance. We've leveraged live chat, Salesforce Knowledge, and launched Experience Cloud. Now our customers and our service agents get the information they need, exactly when they need it.
What do you dislike about the product?
I wish we had more SF admins in our company to implement all the great features of Service Cloud we want to implement.
What problems is the product solving and how is that benefiting you?
Getting the data to our agents and customers exactly when they need it. Agents get real time answers and contribute to knowledge which increases productivity.
Proud to support public sector client Salesforce Service Cloud
What do you like best about the product?
Service cloud console brings everything you need to a single screen at the fingertips of the user make it easier to support their clients.
What do you dislike about the product?
It isn't growing fast enough. I mean service cloud is growing at lightning speed. But, I'm always looking for ways to develop applications better and faster for our public sector clients. More and more automations and now AI is picking up speed. We are reviewing road maps of so many exciting future functionality. I'm excited and want it now! Who wouldn't?! The smiles on my clients' faces caused by this amazing technology solving their problems is why I love my job!
What problems is the product solving and how is that benefiting you?
It provides a base template for us to build a console based custom application for our public sector applications and a platform for The support Teams of these applications.
Amazing product
What do you like best about the product?
The product has a great feature set
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
The automation and integration capabilities help enhance support service levels
Helped us to improve customer satisfaction
Better CRM apps than competitors
What do you dislike about the product?
Expensive product, cost of licenses continues to rise
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
Heavy configuration required
A bit of a learning curve to understanding the Salesfoce ecosystem as a whole
What problems is the product solving and how is that benefiting you?
It helps us speed up the resolution of customer support cases, even when working remotely, by giving your agents access to all the activity, answers, and information they need through Service Cloud.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Also, the “Omni-Channel Presence and Routing” feature allows businesses to route work efficiently based on priorities rather than relying on agents to select work from queues manually.
Flexible tool that helps our service teams
What do you like best about the product?
Service Cloud helps our service teams stay on top of the needs of our customers. It's easy to customize in order to fit the needs of our team members and the use cases. We can use out of the box features that are easily configured by our admins
What do you dislike about the product?
Nothing specifically about Service Cloud. We have sales teams in service cloud so we are using some of the ootb sales objects but we have a lot of custom objects to do other sales related work.
What problems is the product solving and how is that benefiting you?
It's our main point of contact with our clients. We use it for cases and managing relationships. It helps our teams stay organized and be more responsive in a timely manner
Good with some customizability
What do you like best about the product?
Great tracking of information, easy to track case statuses and split up different case types.
What do you dislike about the product?
Case interactions with chatter does not work well. Controlling chatter case email notifications and our experience site.
What problems is the product solving and how is that benefiting you?
Live chat used to replace phone support and cuts down a lot of unnecessary calls.
Service on
What do you like best about the product?
Useing case and camps along with emails.
What do you dislike about the product?
The cost. It shouldn't cost so much money
What problems is the product solving and how is that benefiting you?
All of our cases are managed in one places
Salesforce Service Cloud empowers us to provide excellent service
What do you like best about the product?
It provides a great foundation to put in a basic ticketing system while providing endless opportunities to grow
What do you dislike about the product?
It does take investment to setup if you want to get into advanced features.
What problems is the product solving and how is that benefiting you?
We use it to track all our interactions in a central spot.
Service Cloud
What do you like best about the product?
The service cloud allows users to maximize their time to help customers
What do you dislike about the product?
Managing the servixe cloud as a solo admin can be challenging at times
What problems is the product solving and how is that benefiting you?
We are able to manage our clients in a more efficient way
12 Fabulous years on Salesforce
What do you like best about the product?
Knowledge, Customer Data and Service data all imbedded in the same service solution is a GAME CHANGER. I've managed teams using dispersed systems in the past and am so grateful to be able to use a unified system for Service all within Salesforce.
What do you dislike about the product?
Companies underestimate the ROI on using Salesforce and investing the proper resources into the system. Putting the proper resources behind Salesforce will be revenue generated.
What problems is the product solving and how is that benefiting you?
The knowledge base imbedding alongside the chat and case documentation is a game change. Reporting on Knowledge is imperative to help improve our products. The knowledge product is the key.
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