Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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External reviews are not included in the AWS star rating for the product.
Business Booster with Initial Challenges
What do you like best about the product?
I appreciate that Salesforce Service Cloud offers us extensive possibilities for improvement and scalability, allowing us to implement effectively in our 24/7 contact center. It has provided us with visibility and peace of mind in our daily operations. The scalable and standardized platform with useful tools helps us grow in the market with ease. The ability to integrate data with tools like Tableau adds great value to our processes, while easy access to data and the ability to grow our business in a scalable way are fundamental aspects.
What do you dislike about the product?
It was not easy to make the switch from a highly customized platform to a more standard one. Cleaning the data was a major challenge.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud improves our service traceability, provides a scalable and standardized platform, generates data for better decisions, and facilitates integrations with tools like Mealsoft and Tableau, adding value to our processes.
Great All-in-One Platform, but Telemetry Add-Ons Are Frustrating
What do you like best about the product?
Being able to consolidate sales, support and a customer portal in one platform.
What do you dislike about the product?
Some telemetry features should be included in the license. I don't understand why we need to pay an add on for that (Platform shield) to keep track of case access
What problems is the product solving and how is that benefiting you?
Consolidating support, sales and self-service in one platform.
Developer review of service cloud
What do you like best about the product?
I like Salesforce Service Cloud because it provides a powerful, unified platform for managing customer support efficiently. It combines case management, automation, and real-time collaboration in one place, which streamlines how teams work and respond to customers.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful and feature-rich platform, the cost can be quite high, especially when scaling to larger teams or requiring multiple add ons. Licensing differences between Platform and Full Service Cloud users also introduce limitations, particularly around case and account management.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps solve the challenge of managing customer support efficiently across multiple channels. It brings together cases, emails, chats, and calls into one unified system, ensuring no request falls through the cracks.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
It also solves visibility and tracking issues by giving a complete view of each customer’s history, related accounts, and previous interactions. This makes it easier to respond quickly and provide more personalized service.
Service Cloud Bringing Teams together
What do you like best about the product?
Connecting agents faster for productive work
What do you dislike about the product?
Licensing higher costs to scale out for all users in the org
What problems is the product solving and how is that benefiting you?
Allowing to helps agents resolve customer issues faster
Great Tool for Contact Center Operators
What do you like best about the product?
Helpful for operator of contact center and customer care
What do you dislike about the product?
Integration and api with other system integration
What problems is the product solving and how is that benefiting you?
Voice calls integrations with the system by our providers
Great for Data Management, but Deployment Is Complex
What do you like best about the product?
Manage a large volume of data while easily connecting with other Salesforce clouds.
What do you dislike about the product?
Like many other SF projects, these are complex to deploy.
What problems is the product solving and how is that benefiting you?
Resolver 360 provides users with insights into all the touchpoints within my organization.
Easy to Implement, but Adoption Can Be Challenging
What do you like best about the product?
Easy to implement and lots of great featurea
What do you dislike about the product?
Adoption sometimes is hard and so sometimes hard to measure
What problems is the product solving and how is that benefiting you?
All features are seamlessly integrated.
Great Built-In Features, but Some Setups Are Cumbersome
What do you like best about the product?
Built in features for email to case. Easy to extend and build from.
What do you dislike about the product?
Some features take more steps than seem necessary to setup
What problems is the product solving and how is that benefiting you?
Case management and knowledge management. Helping us to scale, handle volume, and deflect cases
Efficient Client Management, but Initial Setup Is Tricky
What do you like best about the product?
It's truly impressive how easy it is to get a comprehensive view of our clients while working on cases. This feature makes the whole process much more efficient and enjoyable.
What do you dislike about the product?
Implementing it for the first time can be somewhat complicated.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud provides us with a comprehensive view of each client's history, ensuring that we are always prepared to respond whenever necessary.
Great Customization and User-Friendly for Service Reps
What do you like best about the product?
The level of customisations it allows and ease out work of service reps
What do you dislike about the product?
Nothing so far.Everything is makingit easy to use
What problems is the product solving and how is that benefiting you?
Case routing via omni channel is making easier to distirbute cases
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