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.
Streamlined Customer Support, Needs Flexible Pricing
What do you like best about the product?
I find Salesforce Service Cloud's components very efficient for providing supervisors with a quick real-time summary of operations, which helps in overseeing customer support more effectively. The recent new features seem promising for streamlining resolution rates and enhancing the success rate for inquiries. I also find the ability to integrate with other channels like WhatsApp and social media valuable for expanding our capabilities.
What do you dislike about the product?
I find the pricing models for Salesforce Service Cloud to be complicated, especially when it comes to adding more users who require access for executing certain tasks. The pricing structure seems inflexible, making it challenging to provide appropriate access and filters to users who need them without exceeding budget constraints. This complexity can limit our ability to perform specific escalations and required steps efficiently.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud streamlines handling customer inquiries, especially reservations and machine changes, while real-time summaries improve management oversight.
Comprehensive Customer Support: The Pros and Cons of Salesforce Service Cloud
What do you like best about the product?
What I like best about Salesforce Service Cloud is its ability to unify all customer service interactions, cases, and communications into a single, easy-to-navigate platform. The omnichannel support feature allows me to manage phone calls, emails, chat, and social media inquiries seamlessly within one dashboard, ensuring no customer issue is overlooked. The automation tools—like case assignment, knowledge base integration, and workflow rules—help streamline responses and boost efficiency. Real-time reporting and customizable dashboards give clear visibility into case resolution times and overall team performance, making it easy to identify areas for improvement. Overall, Service Cloud empowers me to deliver faster, more consistent, and personalized customer support, which enhances satisfaction and drives loyalty.
What do you dislike about the product?
While Salesforce Service Cloud is a powerful solution, there are a few drawbacks. The wide range of features and customization options can be overwhelming for new users, resulting in longer onboarding and adjustment periods. Sometimes the platform’s interface feels cluttered, especially when managing multiple channels and large case volumes. Advanced configurations and integrations often require additional technical expertise or support, which can lead to extra costs. Lastly, occasional performance slowdowns or bugs—especially right after major updates—can temporarily disrupt workflows. Despite these issues, the strengths of Service Cloud largely outweigh its challenges for teams focused on improving customer support.
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud solves several key challenges in customer service by consolidating all support interactions, cases, and communication channels into a single platform. This centralized approach eliminates the need to switch between different systems, allowing me to respond to customer inquiries more quickly and efficiently. The platform’s automation features—such as case routing, knowledge articles, and task reminders—not only streamline issue resolution but also free up time to handle more complex cases. With Service Cloud’s real-time dashboards and reporting tools, I gain clear visibility into case progress, team workload, and resolution times, which helps prioritize urgent issues and maintain high service standards. The ability to integrate with chat, email, phone, and social media means no customer request is missed, increasing overall satisfaction. Ultimately, Service Cloud simplifies my workflow, boosts productivity, and enables me to deliver more responsive, personalized customer support.
Easy to Use and Configurable, but Sometimes Slow with Buggy Lighting
What do you like best about the product?
The ease of use and configurability make this a good choice for developers, admins, and users alike.
What do you dislike about the product?
Sometimes it can be quite slow, and the lighting may appear a bit buggy.
What problems is the product solving and how is that benefiting you?
We streamlined our operations in a significantly faster way compared to more manual alternatives.
Powerful Case Management with High Customization Complexity and Cost
What do you like best about the product?
Offers powerful case management, omnichannel support, and AI-driven insights to enhance customer service efficiency and satisfaction.
What do you dislike about the product?
Can be complex to customize and integrate, and licensing costs may be high for small or mid-sized businesses.
What problems is the product solving and how is that benefiting you?
effective case management
Efficient Work Order Tracking, but License Management Needs Improvement
What do you like best about the product?
It's very straightforward to keep track of customer work orders and upcoming inspections. The process is simple and efficient, making it easy to stay organized.
What do you dislike about the product?
Managing licenses for a larger organization can be quite challenging.
What problems is the product solving and how is that benefiting you?
I use it to track work orders and inspections, as well as to serve as a repository for service knowledge.
Great for Email to Case and Service Agents
What do you like best about the product?
Email to case and service agents and integration options
What do you dislike about the product?
Surveys should be included as a standard feature Not an add on
What problems is the product solving and how is that benefiting you?
Reducing manual tasks and eliminating outlook as the primary tool.
Driving Efficiency and Customer Delight
What do you like best about the product?
It allows both agents and leaders to have a 360-degree view of the customer, which is critical for improving first call resolution, personalization, and overall customer experience.
What do you dislike about the product?
None so far. Everything is very helpful for us
What problems is the product solving and how is that benefiting you?
Salesforce Service Cloud helps us keep all customer information and cases in one place. It makes it easier to track issues, follow up faster, and give consistent service across channels. We save time, avoid missed details, and our customers get quicker, more personalized support.
Anticipating AI Boost, Pricing Complexity Remains
What do you like best about the product?
I appreciate Salesforce Service Cloud for offering vital AI features like QA monitoring, Agent Assist, and voice capabilities. These features are expected to enhance our operations by improving handle time, utilization, deflections, and quality, aligning with our needs better than previous solutions.
What do you dislike about the product?
{"I find the pricing very confusing, which complicates understanding the cost structure and its benefits. It lacks clarity in what is included, making it difficult to determine the value offered by different pricing tiers.","I would like more out-of-the-box features for QA. This suggests that the current quality assurance capabilities seem limited and require customization or additional development to meet my needs."}
What problems is the product solving and how is that benefiting you?
I anticipate Salesforce Service Cloud will improve handle time, utilization, deflections, and quality using AI features like agent assist and QA monitoring.
Great Integration of Case and Knowledge Articles with Service Cloud
What do you like best about the product?
Case and knowledge articles integration. Service Console.
What do you dislike about the product?
Email to case. Case email thread ID needs to be manually embedded.
What problems is the product solving and how is that benefiting you?
Adherence to entitlements and SLAs. Great reports. Case queues and assignment rules.
Flexible, Effective, But Pricey
What do you like best about the product?
I enjoy the flexibility of Salesforce Service Cloud, which allows me to create the environment and tools we need on the spot. I also find the consolidation of information and increased visibility helpful for transactional efficiency. The automation features, including flows, significantly enhance our process.
What do you dislike about the product?
I find Salesforce Service Cloud to be expensive.
What problems is the product solving and how is that benefiting you?
I use Salesforce Service Cloud for consolidated information and visibility, enhancing transactional efficiency in customer relations. Its flows and automation capabilities streamline processes. The platform's flexibility allows us to create the needed tools instantly.
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