Agentforce Service
Salesforce, Inc.External reviews
6,978 reviews
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Salesforce Service Cloud is an industry leading solution for Quality and Complaint Management
What do you like best about the product?
Salesforce Service Cloud is a well known brand in the Software as a Service (SaaS) industry. Having a good reputation, our Quality Team is naturaly drawn to it for it's simplicity, ease of navigation, and general ease of use. The software experience within the platform is user friendly and there are new features in 2024 such as AI automation and AI bots, which are exciting for our end users.
What do you dislike about the product?
Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform.
What problems is the product solving and how is that benefiting you?
Receiving, logging, tracking customer complaints, complaint documentation, complaint images, complaint specific and both sort term and long term complaint resolutions.
Salesforce Service Cloud: A Powerful Tool
What do you like best about the product?
Salesforce Service cloud has strong information base and consistent integration with other salesforce devices or third party Api
What do you dislike about the product?
Salesforce service cloud is complex to setup and costly too
What problems is the product solving and how is that benefiting you?
with the help of automations it boosts productivity and efficiency
A key piece of value generation in the Salesforce environment.
What do you like best about the product?
Ease of use for both the customer and the company staff. Focus on the customer experience ensuring a 360 view of all of them. A good implementation of Service Cloud accompanied by a correct Customer Experience strategy makes it a powerful sales tool.
What do you dislike about the product?
The native interface of SF Service Cloud at the UX/UI level and the difficulty both in terms of code and financial resources to customize it. The same situation occurs with all Salesforce products.
What problems is the product solving and how is that benefiting you?
In an initial phase, SalesService Cloud helps you organize and activate a customer service strategy, but in later phases, it provides a 360-degree view of the customer, to become a sales lever if connected with the CRM (sales module). In parallel, working on automations helps you be more efficient while offering a better experience to the customer/market.
More benefits to using Salesforce than cons
What do you like best about the product?
I love the customizations that an organization can enable. There are a lot of feautres, and integrations that you can pick and choose from when building out your consoles.
Salesforce also has a variety of training resources as part of their Trailhead learning platform. It's a great tool to level up your Salesforce skills.
Salesforce also has a variety of training resources as part of their Trailhead learning platform. It's a great tool to level up your Salesforce skills.
What do you dislike about the product?
While Salesforce allows for a lot of customizations, it can be difficult for smaller organizations to explore the full potential of the system. While Salesforce has Trailhead, and a decent customer support team, I recommend having at minimum a Salesforce admin on your team.
What problems is the product solving and how is that benefiting you?
Salesforce provides wonderful support and complimentary licenses to our NPO. The system also allows for AMS integrations which enable us to process membership applications run events, managecommittees, etc.
Robust System
What do you like best about the product?
Love all the potential features and customizations that can be implemented.
What do you dislike about the product?
Time consuming and costly to implement all the different features.
What problems is the product solving and how is that benefiting you?
Having a centralized hub that gives a 360 view of our clients and their data.
Useful and customizable tool for large and small businesses
What do you like best about the product?
The capabilities of the tool to configure and customize on ourself a large amount of things, the power of the data accessibility in a very fast way considering the quantity of crossed data combined to a complex user interface (complex but efficient).
What do you dislike about the product?
Definitly the price. The price is growing up as fast as the team. Consider another tool or seeing options with other editors already (or not) implemented in the company isn't obvious.
What problems is the product solving and how is that benefiting you?
Lack of customer information, customer service processes not aligned, losing time on inappropriate tasks, etc.
This SFSC the team is more productive, the processes are aligned accross the internal teams, the scalability is interesting.
This SFSC the team is more productive, the processes are aligned accross the internal teams, the scalability is interesting.
Worth the initial setup
What do you like best about the product?
There is tremendous versatility with the service cloud. The variety of features is great. The ability to integrate with various systems is great and reduces our workload quite a bit.
What do you dislike about the product?
Initial implementation can be a bit overwhelming. Also, it feels as though there is a lot of change to be managed with Salesforce. This can require a non-insignificant amount of training to stay up to date.
What problems is the product solving and how is that benefiting you?
Salesforce lets us have a clear picutre of the communications that are happening with our members. We are able to draw insights that we never had before.
Comprehensive CRM Solution with Room for Improvement
What do you like best about the product?
- Highly customizable to fit various business needs
- Excellent integration capabilities with other Salesforce products and third-party apps
- Excellent integration capabilities with other Salesforce products and third-party apps
What do you dislike about the product?
- Steep learning curve for new users, especially with complex customizations
- User interface can sometimes feel cluttered or overwhelming
- User interface can sometimes feel cluttered or overwhelming
What problems is the product solving and how is that benefiting you?
Helping sales and admins
Service Cloud for Internal IT
What do you like best about the product?
Service cloud allows us to manage customer service with in our existing data base of record. Making the agent experience much smoother.
What do you dislike about the product?
I wish that service cloud had a cleaner intergration with Microsoft Teams, If you don't use slack then you really are out of luck.
What problems is the product solving and how is that benefiting you?
Sevice cloud is allowing us to manage all our customer service interactions with one lens for reporting and analytics
Salesforce Service Cloud Ease of Access
What do you like best about the product?
Salesforce service clouds best feature is the Recomended setup through which we can build a complete setup process of a feature in minutes using Guided setup without moving to different setup menus. For Example Setting up Embedded Chat you can just follow the guided setup to build it and Do not need to move through multiple items such as setting presence status, routing configuration, and setting queues, all can be done in single window.
What do you dislike about the product?
Cannot see all its feature untill go to that feature option and should actually help in other setups such as setting Einstien bot along with chat
What problems is the product solving and how is that benefiting you?
Setting up multiple feature with Ease
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