Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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External reviews are not included in the AWS star rating for the product.
Easy to Use with Frequent Updates, but Some Services Are Vague and Overlapping
What do you like best about the product?
Easy to use. New improvements always available
What do you dislike about the product?
There are vagueness in some of the services and overlaps.
What problems is the product solving and how is that benefiting you?
Patient contact centers
Effortless Setup and Powerful Automations Make Service Cloud a Standout
What do you like best about the product?
Easy setup, powerful automations, and a source of truth to provide excellent customer service to customers.
What do you dislike about the product?
Nothing. Service cloud keeps getting better and better.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud offers us a comprehensive 360-degree view of our customers. With all account details, cases, customer information, and communications centralized in one platform, we are able to save time and work more efficiently. This integration has helped us boost our productivity.
Flexible and Customisable, but Pricey Per-User Licensing
What do you like best about the product?
It's Flexible and Customiseable. It is good
What do you dislike about the product?
it is expensive indeed as charging per person for licence
What problems is the product solving and how is that benefiting you?
It provides hood dashboards
Great for Routing and Team Management, but Setup Is Cumbersome
What do you like best about the product?
It allows for precise routing of cases and follows capacity rules. Good for managing large teams
What do you dislike about the product?
Hey alex, there are many clicks needed to set up and whenever you change someone's presence status needs to relog in
What problems is the product solving and how is that benefiting you?
It's for routing, repair and support cases to the right team using the right channels
Highly Customizable and Powerful
What do you like best about the product?
Great product that can be customized however you like. It can power large contact centres
What do you dislike about the product?
Some of the ai features are new and a little buggy
What problems is the product solving and how is that benefiting you?
All customer support requests and managing data
Great Customer Insights, But Pricing Is Complicated and Costly
What do you like best about the product?
Good features about service cloud: 360 degree view of customers
What do you dislike about the product?
Service cloud is Expensive, and it has a complex pricing structure
What problems is the product solving and how is that benefiting you?
Providing 360 degree view of clients in the social service sector so that triaging and case mgmt are handled in a consistent manner across the sector
Seamless Transition with Robust Features
What do you like best about the product?
I appreciate the extensive features and functionality that Salesforce Service Cloud offers, which provide account information and enhance communication with sales and CSMs. The setup was straightforward, matching our previous features and allowing additional functionalities. The knowledge base and automated cases are incredibly useful, and the visibility within Salesforce is a significant advantage, enabling the sales team to see service cases clearly.
What do you dislike about the product?
I would like Salesforce Service Cloud to have more out-of-the-box features that match the capabilities of Zendesk. Additionally, I wish there were tools available that would not require setting up some flows.
What problems is the product solving and how is that benefiting you?
I find Service Cloud enhances case management and knowledge sharing, offering better sales and CSM team communication and visibility, facilitating monitoring and tiered service levels, and improving automatic responses and case flows.
Secondhand Insights: Usability Concerns from the Customer Service Team
What do you like best about the product?
It's difficult for me to give a definitive opinion since I don't interact with it directly. However, I sit near the customer service team and often overhear them mentioning negative things about the interface and its usability.
What do you dislike about the product?
I don't think this is something Salesforce can necessarily address, since much of it depends on integration and how employees engage with and use the system.
What problems is the product solving and how is that benefiting you?
Not being able to easily contact and interact with our saps and fields reps
Like it Experience: No Strong Likes or Dislikes
What do you like best about the product?
Na. We user case management and working awesome
What do you dislike about the product?
Na. Love the product. It is awaesome
Serving our needs
Serving our needs
What problems is the product solving and how is that benefiting you?
Nothing at this moment
Love Salesforce Service Cloud for Consistent Case Management
What do you like best about the product?
I love the organization and management capabilities of Salesforce Service Cloud, particularly in handling customer tickets and product issues efficiently. The business case management, service call omnichannel features, and case supplies are extremely useful. Additionally, the seamless integration with Atlassian’s Jira Cloud enhances our workflow. I'm so satisfied with the service cloud that I'm always looking to add more licenses.
What do you dislike about the product?
Not at the moment
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud to organize customer tickets and product issues efficiently, categorizing and tagging them for better accuracy in our product teams.
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