Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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The magic of service cloud
What do you like best about the product?
Salesforce Service Cloud is a cloud-based customer service platform that enables companies to provide efficient, personalized support to their customers. It offers a variety of features and tools to help care teams manage cases, respond to inquiries, resolve issues, and provide exceptional service.
Service Cloud allows companies to centralize all customer interactions in a single location, facilitating access to important information and history of previous interactions. This helps improve the efficiency and productivity of service teams, enabling them to provide quick and accurate responses to customers.
Additionally, Service Cloud offers advanced automation features such as intelligent case routing, which automatically directs customer requests to the most appropriate agents based on their skills and availability. This helps ensure customers are served by a qualified agent and reduces wait times.
The platform also includes self-service features such as knowledge bases and online communities where customers can find answers to their questions and solutions to their problems without needing to contact an agent. This helps reduce agents' workload and allows them to focus on more complex cases.
Additionally, Service Cloud offers analytics and reporting capabilities that enable companies to monitor the performance of their service team, identify trends and areas for improvement, and make informed decisions to improve the customer experience.
In short, Salesforce Service Cloud is a comprehensive cloud-based customer service solution that helps businesses deliver exceptional service, improve operational efficiency, and increase customer satisfaction.
Service Cloud allows companies to centralize all customer interactions in a single location, facilitating access to important information and history of previous interactions. This helps improve the efficiency and productivity of service teams, enabling them to provide quick and accurate responses to customers.
Additionally, Service Cloud offers advanced automation features such as intelligent case routing, which automatically directs customer requests to the most appropriate agents based on their skills and availability. This helps ensure customers are served by a qualified agent and reduces wait times.
The platform also includes self-service features such as knowledge bases and online communities where customers can find answers to their questions and solutions to their problems without needing to contact an agent. This helps reduce agents' workload and allows them to focus on more complex cases.
Additionally, Service Cloud offers analytics and reporting capabilities that enable companies to monitor the performance of their service team, identify trends and areas for improvement, and make informed decisions to improve the customer experience.
In short, Salesforce Service Cloud is a comprehensive cloud-based customer service solution that helps businesses deliver exceptional service, improve operational efficiency, and increase customer satisfaction.
What do you dislike about the product?
About the service cloud in specific, I still haven't found anything about the tool, but rather about the poor use of the tool by companies.
What problems is the product solving and how is that benefiting you?
Service cloud being the core of the organization, and as it is constantly improving we always have new resources available that add more.
Salesforce CRM & Knowledge
What do you like best about the product?
All in a single platform. Case creation, Knowpedge Management, Surveys & Customer accounts all in one application. Being in the cloud we get updates automatically.
What do you dislike about the product?
Have not seen any as yet. There are some features our team was used to which are not available. But I am hoping to see it in the new upgrades
What problems is the product solving and how is that benefiting you?
Product Support for our customers. Case creation and Knowledge articles. Support agents use it to create and manage customer cases.
Seamless integrations
What do you like best about the product?
I value how easy it is to configure and integrate third party solutions. It makes work more efficient to provide service to our customers and ultimately keep them happy and returning.
What do you dislike about the product?
If there were more tips or tutorials that are accessible more easily and advertised so that end users can be onboarded faster. It takes time to get used to using Salesforce.
What problems is the product solving and how is that benefiting you?
Customer engagement from issue reporting to resolution. First time fix score improving, dashboards provide easy way to view metrics and high priority cases and accounts.
A Reliable CRM Tool
What do you like best about the product?
Service Cloud is a go-to product for any company implementing a service CRM. With the Customer 360 component that takes previously known customer data from Sales Cloud, this tool was easy to stand up for a quick implementation which streamlined our customer service processes.
What do you dislike about the product?
Maintaining Salesforce Knowledge has been the biggest struggle for our company as we continue rapid growth - our hope is that implementing AI will make this easier.
What problems is the product solving and how is that benefiting you?
Our customer service team reside in one platform, which allows us to implement data analytics and understand each customer with a 360-degree view.
I work with clients to advise on their SF stack.
What do you like best about the product?
The ability to integrate across the entire Salesforce stack to enable digital flow.
What do you dislike about the product?
Clients fear it is too large for their needs.
What problems is the product solving and how is that benefiting you?
It allows for a coherent flow of information to enhance the guests experience.
Amazing Platform
What do you like best about the product?
I love the way service cloud allows organizations to better serve their communities.
What do you dislike about the product?
No downside in my opinion. Maybe the learning curve if you're new to Salesforce.
What problems is the product solving and how is that benefiting you?
Allows us to better respond to customers and allow or clients to better service their communities.
Service cloud powers our business
What do you like best about the product?
The combination of out of the box features and the ability to customise using all the platform tools
What do you dislike about the product?
Nothing! It delivers everything we need to service our enterprise customers
What problems is the product solving and how is that benefiting you?
It allows us to efficiently support our enterprise customers and achieve a +80NPS result
Super Service platform
What do you like best about the product?
The UI and how I can create end-to-end journeys for my service team via drag and drop.
What do you dislike about the product?
Umm, Multiple options to automate same kind of things.
What problems is the product solving and how is that benefiting you?
Conplaint management system.
Service Cloud Review
What do you like best about the product?
Better connectivity to support agents and customers
What do you dislike about the product?
None, all features of Salesforce service cloud are good
What problems is the product solving and how is that benefiting you?
Getting us closer to the customer
Still learning and growing with service cloud
What do you like best about the product?
We are still early in our usage and leveraging service as a tool in our organization but we have loved creating reports and dashboards to increase transparency in our customer service function and how much they are doing for our customers and it has helped identify new areas we need to focus on.
What do you dislike about the product?
This isn't a necessarily a downside of service but more our implementation. Our customer service users also had access to our sales console and those users did not understand the benefits of the service console after using the sales. The different UI was hard for them to adapt to not having understood the foundation of why it looks different.
What problems is the product solving and how is that benefiting you?
Service is bringing our teams the single use tool as opposed to having tools in a multitude of areas as they used to. Having a single tool handle a multitude of their tasks is a game changer.
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