Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Service Cloud- Salesforce
What do you like best about the product?
Best part is the 360 view it provides to the internal team on a single platform while being customer centric
What do you dislike about the product?
high level of training it requires or a dedicated resource which we also know as an admin
What problems is the product solving and how is that benefiting you?
a self service portal is helping clients manage their own grievences while having complete visibility into the problems and agents have complete visiblity into the customer prifle and their product groups to have a fluent service call
Service Cloud Management and Utilization
What do you like best about the product?
In my five years of career in Salesforce, I most like in service cloud is its console view and how optimizing all the interface is one of the best things, Second service cloud has various type of features they have provided like case management, lead management, Email messaging, automated assignment process, escalation rules, Omni channel, Live agent, call center support for CTI integration, knowledge Management and it delivers the good customer experience
What do you dislike about the product?
There is only some limitation on the service cloud in web-to-case there is only 5000 case in 24 hours and the second rich text area field does not support the web-to-case in live agent, no critical wait alert times, cannot transfer the files etc
What problems is the product solving and how is that benefiting you?
We are working with Amazon computer telephony integration with the salesforce service cloud and It has the feature to integrate with the CTI adapter, the Call center integrates salesforce with a third-party computer telephony integration system and after the CTI adapter program is installed on the salesforce machine the user experience is very awesome we noticed by using Softphone which making calls smoothly, receiving calls smoothly without interruption, transferring calls and generating call logs etc and this has also we done customization that calls recording store into contact object related task/activities and it has improved our social customer service as well.
One of the best service software solutions
What do you like best about the product?
I loved how we could track and monitor daily activities using the Salesforce Service Cloud.
What do you dislike about the product?
I feel the UI can definitely use a lift-up.
What problems is the product solving and how is that benefiting you?
We were looking for a tool that could automate service processes and help us in streamlining workflows.
Best Service CRM - Salesforce service Cloud
What do you like best about the product?
Easy to handle Salesforce service cloud CRM
Cost effective
Easy to handle the automation by flow
Cost effective
Easy to handle the automation by flow
What do you dislike about the product?
Lack of end to end email services
Not easy learning for newers
Not easy learning for newers
What problems is the product solving and how is that benefiting you?
By automatically automatic process
Prioritise customer requirements
What do you like best about the product?
It is a great way to provide customer satisfaction and offers the businesses a 360 degree view of their customers. It provides them a more customized experience. More importantly it also allows integeration of existing tools and apps and provides case routing worlflow.
What do you dislike about the product?
The email functionality is not efficient as not all the customers integrate their gmail accounts to work from those native platforms and also merging duplicate cases is not a feature as of now and using different apps for same adds costs.
What problems is the product solving and how is that benefiting you?
It provides mobile support, in-app support, knowledge base and service wave analytics. These all features allows the customers to track their own cases. It basically provides companies with a call center like view that enables them to track cases and focus on what's necessary.
Salesforce Service Cloud is a powerful customer service and support platform provided by salesforce
What do you like best about the product?
As an AI language model, I don't have personal opinions or experiences. However, based on feedback from users and industry experts, there are several aspects of Salesforce Service Cloud that are often praised:
Comprehensive Customer Service Features: Salesforce Service Cloud offers a wide range of features and capabilities to support customer service operations. It provides a unified platform for managing cases, tracking customer interactions, automating processes, and delivering personalized support. This comprehensive set of features is highly valued by organizations looking for a holistic customer service solution.
Omni-Channel Support: Salesforce Service Cloud allows businesses to engage with customers across multiple channels, including phone, email, social media, live chat, and self-service portals.
Comprehensive Customer Service Features: Salesforce Service Cloud offers a wide range of features and capabilities to support customer service operations. It provides a unified platform for managing cases, tracking customer interactions, automating processes, and delivering personalized support. This comprehensive set of features is highly valued by organizations looking for a holistic customer service solution.
Omni-Channel Support: Salesforce Service Cloud allows businesses to engage with customers across multiple channels, including phone, email, social media, live chat, and self-service portals.
What do you dislike about the product?
I don't have personal opinions or experiences as an AI language model. However, based on feedback from users and industry observations, there are a few potential areas that some users have mentioned as areas for improvement in Salesforce Service Cloud Complexity and Learning Curve: Salesforce Service Cloud is a robust and feature-rich platform, but its extensive capabilities can make it complex for new users to navigate and understand.
Cost: Salesforce Service Cloud is a premium solution, and the cost can be a consideration for some organizations, especially small businesses or startups with limited budgets.
Customization and Configuration Complexity: While Salesforce Service Cloud offers a high level of customization and flexibility, configuring the system to meet specific business requirements can sometimes be complex.
Cost: Salesforce Service Cloud is a premium solution, and the cost can be a consideration for some organizations, especially small businesses or startups with limited budgets.
Customization and Configuration Complexity: While Salesforce Service Cloud offers a high level of customization and flexibility, configuring the system to meet specific business requirements can sometimes be complex.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud is designed to solve various customer service and support challenges that businesses face. Here are some common problems that Salesforce Service Cloud addresses and the corresponding benefits it provides:
Fragmented Customer Data: Businesses often struggle with fragmented customer data spread across different systems and departments. Salesforce Service Cloud provides a unified platform where customer information, interactions, and case histories can be centralized and easily accessible. This helps customer service agents have a holistic view of customers, leading to better-informed interactions and personalized support.
Inefficient Case Management: Without a centralized system, businesses may struggle with inefficient case management processes. Salesforce Service Cloud streamlines case management by automating case assignment, routing, and escalation based on predefined rules. This improves response times, reduces manual errors, and ensures cases are efficiently handled, resulting in higher customer satisfaction.
Lack of Omni-Channel Support: Customers now expect to engage with businesses through various channels, such as phone, email, chat, social media, and self-service portals. Salesforce Service Cloud enables businesses to provide seamless and consistent support across multiple channels.
Fragmented Customer Data: Businesses often struggle with fragmented customer data spread across different systems and departments. Salesforce Service Cloud provides a unified platform where customer information, interactions, and case histories can be centralized and easily accessible. This helps customer service agents have a holistic view of customers, leading to better-informed interactions and personalized support.
Inefficient Case Management: Without a centralized system, businesses may struggle with inefficient case management processes. Salesforce Service Cloud streamlines case management by automating case assignment, routing, and escalation based on predefined rules. This improves response times, reduces manual errors, and ensures cases are efficiently handled, resulting in higher customer satisfaction.
Lack of Omni-Channel Support: Customers now expect to engage with businesses through various channels, such as phone, email, chat, social media, and self-service portals. Salesforce Service Cloud enables businesses to provide seamless and consistent support across multiple channels.
Awesome
What do you like best about the product?
It's easy to navigate and user friendly.
What do you dislike about the product?
None so far but keep upgrade it
Keep up the good work
Keep up the good work
What problems is the product solving and how is that benefiting you?
There's always a pop-up option like an advise
Best service support app
What do you like best about the product?
Best service support app with all the required features needed for a service agent
What do you dislike about the product?
I haven't disliked anything yet except one thing as an agent I would like to prefer as much as less click i can do
What problems is the product solving and how is that benefiting you?
Quick access and everything is sorted on one screen view
DE capabilities are very interesting
DE capabilities are very interesting
Best service platform
What do you like best about the product?
Omni channel support and call routing is best features which helped my client to get rid of from daily problems
What do you dislike about the product?
Nothing as per now, looking into more features
What problems is the product solving and how is that benefiting you?
Call rounting and making user to engage with customer at one place
Best service solutions i have ever seen
What do you like best about the product?
In service cloud best product i have used in salesforce i.e. Digital Engagement, that has sloved many problems of current industries and few of my clients how has opted for the same
What do you dislike about the product?
Nothing as such, team can look after the complex user Interface, when it come on havy work load.
What problems is the product solving and how is that benefiting you?
Customer support is one
Smooth communication
Better approach
Helpful for system users
Smooth communication
Better approach
Helpful for system users
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