Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Save $74k a year with Service Cloud
What do you like best about the product?
Automation is key! If you days of development can pay off dividends on thousands of hours of work and effort that can be avoided.
What do you dislike about the product?
Not much. Just so big and comprehensive. It's hard to know what you're missing.
What problems is the product solving and how is that benefiting you?
It solves the problem of a broader ability to communicate with contacts. We continue to expand our abilities through the service cloud.
Ability to customize to your needs
What do you like best about the product?
I like the way that you can customize to your business needs. The case tracking is helpful especially when tracking KPIs. Other competitors require stricter guidelines for management
What do you dislike about the product?
The fact that we need an additional license for the dispatching piece. Case management routing in complex organizations could be improved (could just be our issue)
What problems is the product solving and how is that benefiting you?
Ticketing system for case management. We needed a place to measure customer satisfaction as well as help desk for answering technical questions. We have been able to identify where we struggle and attempt to improve
Ease of Case Management
What do you like best about the product?
I like the ability to manage our case queue and use automation to escalate issues one cases seamlessly.
What do you dislike about the product?
I wish sales and service cloud were fully one cloud
What problems is the product solving and how is that benefiting you?
Case management
New to Service Cloud
What do you like best about the product?
Smooth cut over, looking forward to unlocking the power of ServiceCloud over next few quarters
What do you dislike about the product?
UI is extremely busy, takes getting used to
What problems is the product solving and how is that benefiting you?
Service Cloud is helping us scale high quality support, efficiently.
My salesforce rwview
What do you like best about the product?
It is the platform that provide endless features and possibilities.
What do you dislike about the product?
There is not much to dislike about the service cloud
What problems is the product solving and how is that benefiting you?
We want to provide self service capability to our users
Exceptional case management
What do you like best about the product?
The case management workflow is probably the most helpful thing. Options for customizing workflow are also super useful.
What do you dislike about the product?
There is not much that I dislike or can critique about it at this time that is not part of our unique setup.
What problems is the product solving and how is that benefiting you?
Service cloud is solving the problem of case management reporting, which is helping us target what problems our customers are having.
Stop all channel switching!
What do you like best about the product?
Usage of Service Cloud enables our 100 person service team to stay in one system while helping customers efficiently. The back end is accessible for beginners and you can level up as you go.
What do you dislike about the product?
Implemention from scratch is ideal so you can build it right the first time. Doing overhauls with existing data can be a real pain.
What problems is the product solving and how is that benefiting you?
Housing ALL customer service interaction data. Even if we are connecting with customers in another platform we ALWAYS make sure there's a case in Service Cloud.
Service Cloud helps us deliver top-notch customer experiences
What do you like best about the product?
I love that our users are able to track customer cases and stay on top of their work, regardless of how we were contacted (email or phone). We use email-to-case, queues, escalation, and a fair amount of dashboards to help our service teams across departments to manage their workload and ensure the customer remains in touch with us.
What do you dislike about the product?
Some technical nuances of Email-to-Case have been challenging for us. While we rely on this feature, we haven't been able to adopt the latest enhancements since the initial launch of Lightning Threading which uses the email headers (not ref IDs) to join threads and cases. It wasn't working consistently enough for us when we piloted it. Now, we are working to test and implement this feature again, and hopefully that the more recent updates to it will enable us to fully adopt it and remove the ref IDs from email messages. We know this will give our employees and users a cleaner customer experience.
What problems is the product solving and how is that benefiting you?
We use a combination of Amazon Connect and Service Cloud to provide multi channel customer service in support of end consumers and wholesalers. Case management futures, including team coverage, escalation, and reporting have provided a lot of value to our service organization. They allow our internal teams across business processes to stay connected, and help the customer experience to feel more smooth than it was before we went onto Service Cloud.
Service Cloud: Our Dreamforce Journey
What do you like best about the product?
5 years with Salesforce Service Cloud and we're still loving it! Lightning-fast support for hundreds of users, AI-powered insights, and endless customization options. Excited to see what's next at #DF23! 🚀✨ #SalesforceServiceCloud
What do you dislike about the product?
Need to enrich the experience with sending emails from Service Cloud. The feature is very basic and we need to be able to tailor it more for an improved customer experience.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud plays a pivotal role in our comprehensive customer engagement platform.
Connecting help for the good
What do you like best about the product?
Case management allows all CSRs to work together to help customer quickly without having to repeat the same info over and over
What do you dislike about the product?
Not found a negative yet but new to using service cloud
What problems is the product solving and how is that benefiting you?
End user needs being met to expedite issues and reduce work interruptions
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