Agentforce Service
Salesforce, Inc.External reviews
6,977 reviews
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Incredibly flexible and powerful tool!
What do you like best about the product?
Service Cloud is easy to get started with and then, with some learning fueled by Trailhead, you can do almost anything you need with it! From custom workflows and objects, email-to-case, queueing, case distribution, reporting, etc.
What do you dislike about the product?
Still sometimes find the administration less than highly intuitive at times. You sometimes have to hunt for that last odd switch to make something work. Would like the UI to be a little more flexible in configuring the look and feel.
What problems is the product solving and how is that benefiting you?
We took a young and inexperienced support team, doubled the size of the team, and used Service Cloud to implement best practices, create automatic processes, send notifications, integrate with other tools, and turned them into rock star team!
Recommendations to others considering the product:
Take your time to map things out, learn what you need with Trailhead, and don't be afraid! Just dig in and unleash the power!
Don't confused by the different "cloud" names
What do you like best about the product?
ability to customize and flexible config options
What do you dislike about the product?
confusing terminology for users when referring to "service cloud", or "sales cloud"
What problems is the product solving and how is that benefiting you?
building out case mgmt tools
Recommendations to others considering the product:
Set it up correctly in the beginning, make sure users have proper permissions and training before getting started!
Another winning Salesforce product
What do you like best about the product?
I like that Salesforce Service Cloud is modeled after SaaS. I find that it is incredibly easy to use and I am able to perform my job with ease and efficiency. I like how well it works with the rest of the Cloud products as well. The entire group of products is great!
What do you dislike about the product?
There is nothing to dislike about the Salesforce Service Cloud. I am able to do everything I need to do with ease. My customer is also happy.
What problems is the product solving and how is that benefiting you?
I can resolve cases faster than ever. I have a full visibility. We can also assign cases to agents that would be best suited for them allowing for higher customer satisfaction and quicker interactions.
Recommendations to others considering the product:
Invest in the extras. Making sure you have a guru and are fully trained and ready to go is the key. If you aren't ready, you will just have irritated customers.
Salesforce Service Cloud for support
What do you like best about the product?
Easy navigation. Mobile friendly. Easy to develop and configure.
What do you dislike about the product?
This is the best software. I don’t have any dislikes
What problems is the product solving and how is that benefiting you?
Incident management.
Great for keeping track of communication history!
What do you like best about the product?
I like that I can keep track of my students/clients and note how often we are communicating with them
What do you dislike about the product?
I dislike that it will not automatically merge duplicate contacts
What problems is the product solving and how is that benefiting you?
Definitely see the benefits of being able to keep track of previous contact and conversations
Salesforce Service Cloud Rocks!
What do you like best about the product?
Fully featured
Usability
Ability to integrate with back-end systems
Usability
Ability to integrate with back-end systems
What do you dislike about the product?
Expensive compared to other market vendors.
What problems is the product solving and how is that benefiting you?
Better AHT, FCR, NPS
Salesforce for Case Management
What do you like best about the product?
Salesforce is intuitive, easy to use, able to be migrated with outside systems, and aesthetically appealing.
What do you dislike about the product?
The security piece can be extremely complex for large companies.
What problems is the product solving and how is that benefiting you?
Case management
Service Cloud - Puts everything in one place
What do you like best about the product?
Everything is in one place. Customer info is awesome
What do you dislike about the product?
Support, costly - lots of limits and the initial UI without lightninh is very clunkyq
What problems is the product solving and how is that benefiting you?
Faster response times
Salesforce is the best
What do you like best about the product?
To be able to customize different platforms for different programs.
What do you dislike about the product?
Nothing I really dislike about the platform.
What problems is the product solving and how is that benefiting you?
We are utilizing the software to process applications. Benefits include customization for different platforms.
Rajesh review
What do you like best about the product?
Ease of configuration and ease of use and
What do you dislike about the product?
Call center plugin does not work and switch to lightning is impacted
What problems is the product solving and how is that benefiting you?
Call center
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